Below are important terms and conditions for your call-out. Please read carefully.
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, 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.
The engineer will advise you of the cost of the repair before commencing any work.
If you do not wish to cover the call-out charge and wish to take up the fault with your Retailer or Installer, our engineer will ensure that the appliance is left safe and, in the condition, found.
The engineer will complete a fault inspection report. A copy of this report can be requested from our Service department via email at service@gazco.com if required.
Please note that the 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 £115 Inc. VAT.
Please note that the costs of parts and labour are fully covered for all appliances under guarantee subject to the exclusions listed below.
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:
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Gas Appliances:
- Incorrect gas pressure
- Inadequate flue performance or any other installation problems which should have been addressed by a survey before installation by the fitter.
- Product is not installed following our manufacturer’s instructions or Gas Safe regulations, not commissioned or the fire has not been registered with Gas Safe
- Batteries not being replaced in the appliance or handset, or inadequate batteries being used.
- Failure to have had the product serviced annually as per the warranty terms and conditions by a Gas Safe registered engineer, faults arising from failure to get the product serviced annually.
- The replacement of consumable items such as ceramics or pilots that are not covered by the warranty, details of which can be found on your warranty card or on our website www.stovax.com
Electric Appliances:
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- Issues with mains/spur connections of power supply.
- Damage resulting from the product not being adequately maintained. (Please see your Gazco Installation and Operating Instructions for further information on how to service and maintain your Electric appliance).
- Product is not installed following our manufacturer’s instructions.
- Batteries not being replaced in the appliance or handset, or inadequate batteries being used.
- The replacement of consumable items such as ceramics or pilots that are not covered by the warranty, details of which can be found on your warranty card or on our website www.stovax.com
Wood & Solid Fuel Appliances:
- Damage resulting from installation and usage where the appliance has not been installed or used following the Stovax installation and operation instructions, or if the installation does not conform to local building, fire, and safety regulations.
- Defects or faults caused by specific local conditions such as draught problems and chimney defects.
- Damage or faults caused by a lack of appropriate annual servicing.
- The Stovax Extended Warranty does not cover damage caused by over-firing of the appliance. (Please see your Stovax Installation and Operating Instructions for further information)
- Damage or premature wear caused by burning inappropriate fuels such as Bituminous coal, “Petro-Coke” or any other Petroleum based coals. Please visit the HETAS website, www.hetas.co.uk, for a full list of approved fuels which are covered by the warranty. Fuels outside of this list are not covered by the Warranty.
- Damage caused by burning material with high creosote content or any other painted/treated timber.
- Damage caused by burning wood with high moisture content. (Please see your Stovax Installation and Operating Instructions for further information)
- The replacement of consumable items such as firebricks, rope seals or glass that are not covered by the warranty, details of which can be found on your warranty card or on our website www.stovax.com
Chargeable visits:
Continuation of your warranty:
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.
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Gas Appliances
Our engineer will:
- Ask you if you have experienced any issues with your fire or whether you have noticed any smell of gas.
- Complete a full strip down of fire, removing the control system.
- Clean the firebox.
- Complete a full and detailed clean of the engine, including the injectors, aeration plate and burner.
- Exchange the pilot assembly if required – this is a consumable item not covered under the appliance warranty.
- Relay the fuel bed adding new Emberglow if required, spray any tired looking coals/logs.
- Carry out full safety checks.
- Clean the glass.
- Fill in the service record in the manual.
Woodburning and Solid Fuel Appliances
Our engineer will:
- Fully inspect the appliance, checking all rope seals and replacing if necessary, checking baffles and bricks and advise if these should be changed.
- Remove all internals and clean out the firebox.
- Inspect flue /chimney if possible and advise on cleanliness for recommendation of chimney sweeping.
- Check operation and grease up all air controls and make sure they operate smoothly.
- Clean the glass.
- Carry out full safety checks including a smoke test and operation test by lighting the fire and taking a flue reading if possible.
- Report back to you any issues that may require further attention.
- Fill in the servicing section of the book.
If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £50 Inc. VAT for an aborted or missed appointment at our discretion.
Please note we require a minimum of 24 hours’ notice for any requests to cancel pre-arranged appointments.
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.
Covid-19 Stovax Group Engineer Guidelines
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 by the Service Engineer:
Prior to arrival at every appointment the engineer will call the customer to record if the customer is currently showing positive test results for Covid-19.
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:
- Face mask with filters or disposable face masks
- Disposable gloves
- Face visors
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 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 the customer’s homes.
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.
Our Engineers will ensure that PPE is available at the start of every visit. Customers should notify our Engineers upon arrival if face coverings need to be worn.
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.
