Pre-Visit Preparations
With Coronavirus still affecting us all, we want to reassure our customers of the steps we are taking to keep you, our engineers and our employees safe, whilst working hard to return to the excellent service you expect from us.
We continue to monitor the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes to your requested visit but will do our best to keep you informed.
Pre Visit Checks:
For every appointment, our planning team will ask customers and record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms in the last 14 days, or whether anyone in their home is at a higher risk.
If the customer answers yes, the planning team will ask them to contact us to reschedule the appointment for after the recommended self-isolation period.
Full notes on the conversation with the customer will be recorded on the customer ticket within our Customer Management system by the planning team.
If a customer is self-isolating and has an emergency claim, our technical team will talk them through any alternative ways we can help them and will advise that we will not be able to send an engineer until it is safe to do so.
Pre-Visit Checks by the Service Engineer:
Prior to arrival at every appointment the engineer will call the customer to record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms within the last 14 days or whether anyone in their home is at a higher risk, in case the situation has changed.
If the customer answers yes, the engineer will ask them to contact the office to reschedule the appointment for after the recommended self-isolation period and report the cancelled visit to the Service & Warranty team.
PPE:
All our company employed Engineers will be equipped with the following Personal Protective Equipment:
Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.
Handwashing:
Our Engineers will follow government advice on how to correctly wash their hands which states that you should wash your hands for 20 seconds, using soap and water or hand sanitiser.
Our Engineers will sanitise their hands more frequently and especially before and after every service call.
Handwashing will be completed before or after the service call and will not be carried out in customer’s home’s.
Rigorous checks will be carried out by line managers to ensure that the necessary procedures are being followed at all times.
Appointment Guidelines:
Our Engineers will adhere to the following visit guidelines on every visit.
• Greeting our customers:
When the service engineer arrives at a customer’s property they will knock on the door and step back from the door at least 2 metres (7ft) and wait for the customer to answer.
They will greet the customer, explain that they are there to resolve the issue with their fire, and kindly ask them to adhere to at least a 2 metre (7ft) distance from their working area at all times. Where appropriate, engineers may request customers to be in another room away from their working area.
Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.
• During the visit:
The engineer will ensure that appropriate distancing is adhered to at all times.
The engineer, where appropriate will ask customers to open windows to maintain good ventilation whilst they are working.
The engineer will wipe down all surfaces that could be contaminated, pay special attention to handles and handsets and only touch whilst wearing gloves. Any surfaces the engineer touches must also be cleaned at the end of the visit.
If at any point during the visit the engineer is concerned that a customer may have the virus, or that appropriate social distancing is not being maintained, the service engineer may temporary exit the property to contact their line manager to discuss their concerns.
• Ending the visit:
The engineers will not ask our customers to sign anything, instead ask them for their verbal confirmation and sign on their behalf.
The engineer will advise customers to wipe down surfaces where work has been carried out.
• After the visit:
The engineer will remove and dispose of any disposable PPE and wash their hands thoroughly.
Coronavirus symptoms:
Our engineers will not attend a visit to any customer if they are showing any potential symptoms for Coronavirus.
If during the visit you have a concern regarding our engineer’s health and safety practices, then please contact our customer service team on 01392 261900 option 2 where a senior member of staff with discuss your concerns.
Introduction:
Stovax Gazco Limited provides several services to consumers in their homes, which may involve our in-house engineering team visiting the consumers property to carry works on the Stovax Gazco appliance.
After care services provided:
It’s important to read and understand the terms and conditions prior to booking and agreeing to appointment for a site visit.
Our engineering team:
All our in-house engineers are fully trained to work on Stovax Gazco appliances and maintain the necessary certification for Gas Safe (Gas Appliances) and Hetas (Solid Fuel Appliances) to ensure compliance with the current regulatory requirements and industry standards.
(Gas Safe registered United Kingdom, RGI registered Republic of Ireland or equivalent in other countries)
Important contacts:
Initial request for an engineer visit, please visit our web site, https://www.stovax.com/support/
*Note: During business periods (Oct – Feb), routine annual inspections and servicing may not be available in your area, advice is to book early and take advantage of the quieter periods (Mar – Sept) to ensure your appliance is serviced in time for the winter season.
Contact Service & Warranty Advisor Team for:
Call 01392 261 950 – Option 1
Contact Co-ordination Team for:
Call 01392 261 950 – Option 3
Annual Safety Inspection & Routine Servicing:
Why is it important?
Warranty:
Safety:
Efficiency:
Early detection:
Homeowners Insurance Cover:
Landlords’ Legal Obligations:
Good Practice:
Site Visit General Terms and Conditions
Appointment times:
All appointments are booked within one of two-time periods.
It is not possible to provide a specific timed appointment due to the following factors:
Our engineer will call approximately 30 – 45 mins prior to the appointment to provide an ETA.
Appointment cancellations:
Stovax Gazco appreciates that plans change and customers on occasions need to cancel an appointment, if sufficient notice is given there will be no charge for appointment cancellations.
We require a minimum of 24hrs notice during working hours Monday to Friday 8:30 – 17:00, cancellation made over the weekend period when our offices are closed are not considered when calculating the 24hrs notice period.
We reserve the right to invoice £80.00 Inc VAT for late cancellations at our discretion.
Aborted or missed appointments:
If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £135.00 Inc. VAT for an aborted or missed appointment at our discretion.
Zero tolerance policy:
Stovax Gazco operates a zero-tolerance policy with regard to violence and abuse and reserves the right to terminate works with immediate effect in order to safeguard our employees.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.
Our employees will remain polite, professional, helpful, and sensitive to all individual needs and circumstances, we ask all customers to treat Stovax Gazco employees and representatives with the same level of respect and courtesy.
The occasional types of behaviour that would be found unacceptable:
Site access:
For our engineers to carry out their duties, it may be necessary to access adjoining rooms to the appliance, crawl and roof spaces, meter cupboards and any room where the flue / chimney passes through, plus external spaces to inspect exhaust terminals and meters. It is the responsibility of the homeowner to ensure that suitable access is provided.
Chargeable Works:
Our engineers are equipped with secure payment terminals to take payment on site when applicable, please note the following:
Pre-visit preparations:
To ensure that our engineer can carry out their duties on site efficiently and safely, it’s important to observe the following pre-visit checks:
Infrastructure compliance & install issues:
The Stovax Gazco engineer may identify an issue that is not directly related to the appliance and relates to the original installation or works carried out by a third-party agent, for example:
The attending engineer has a duty of care to report their findings and take the appropriate action in line with the relevant industry guidelines and manufacturing instructions; this may include taking the appropriate action to make the appliance safe, following the current regulations in force.
The attending engineer will detail their findings in a report c/w supporting evidence, which will be made available to the homeowner and where appropriate also to the original retailer and installer to enable the necessary remedial works to be actioned and resolve the issues identified.
Initial inspection on arrival:
Our engineer will complete an initial fault inspection on your appliance when they first arrive.
If the fault reported is not due to a manufacturing fault or covered under the warranty terms, the Service Engineer will clearly describe the issue/s to you and explain the following options, as applicable:
Option 1: You wish to take up the fault and or repair with your Retailer or Installer
Service Engineer will reassemble the appliance and reinstate if safe to do and request payment of the current call out charge.
Option 2: You wish for the Service Engineer to commence with the repair.
Service Engineer will advise you of the cost of the repair and once agreed will commence with the works and take payment before leaving site.
Option 3: Although our Service Engineers carry out extensive spare parts, its not practical or feasible to carry every possible spare part on the van. If the repair cannot commence on the initial visit and wish for the Service Engineer to complete the repair, the Service Engineer will charge for the initial call out whilst on site and a quote will be provided by the Office Team based on the Service Engineer’s findings, once agreed a return visit will be scheduled with the appropriate spare parts.
Please note that the Service Engineer can only repair manufacturing defects directly related to the product. If the fault identified is outside of the product i.e., flue, gas-pipe work or similar, then you must contact your installer to discuss the repair. If our engineer identifies a non-manufacturing fault outside of the product, you will be charged for our call-out to identify this fault at a charge of £188.00 Inc. VAT.
Failure to pay this charge may lead to your remaining warranty being void.
Warranty Exclusions:
We would like to make you aware that on occasion issues experienced could be caused by factors beyond our control. In such an instance, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.
To avoid a possible call-out charge we ask customers to carefully read the below list of exclusions in conjunction with our warranty terms and conditions which can be found on our website www.stovax.com.
If you are unsure if any of the below exclusions apply to your fire, please discuss this with your original installer/retailer or our Technical Customer Service Department may also be able to offer some further advice.
You may be charged if any of the following warranty exclusions are found to be the cause for your visit:
Gas Appliances:
Electric Appliances:
Wood & Solid Fuel Appliances:
To activate your next year’s warranty, if your appliance is over a year old, you will need to provide the service engineer with evidence that the appliance has been serviced by a Gas Safe (Gas) or Hetas (Wood-burning) Engineer. Please have your proof of service history ready for our engineer’s inspection.
Chargeable Annual Service:
It is a condition of the Extended Warranty that your Gazco or Stovax Stove or Fireplace is regularly serviced (every 12 months) by a suitably trained and qualified individual.
If you have requested our engineer to complete an annual service on your appliance, detailed below is what our engineers will do to ensure that your fire continues to operate efficiently for the next winter season to come.
Gas Appliances
Our engineer will:
Woodburning and Solid Fuel Appliances
Our engineer will:
If you have any questions regarding warranty exclusions or any charges then please contact our Service & Warranty department who will be happy to discuss these questions with you further.
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