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:
- Annual safety inspection and routine servicing (subject to availability)
- Inspection, fault diagnostics and repairs on appliances within the warranty period and warranty terms and conditions.
- Inspection, fault diagnostics and repairs on appliances outside of the warranty period, subject to availability of parts and current regulations.
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/
- Warranty Visit
- Annual Inspection & Service *
- Out of warranty repair
*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:
- General enquiries:
- Warranty claim enquires.
- Service and commissioning records submission.
- Annual service visits.
- Help logging a new claim.
Call 01392 261 950 – Option 1
Contact Co-ordination Team for:
- Confirm an engineer visit date offered
- Cancel an engineer visit
- Reschedule an engineer visit
Call 01392 261 950 – Option 3
Annual Safety Inspection & Routine Servicing:
Why is it important?
Warranty:
- Annual servicing is a requirement for maintaining the validity of your appliance’s applicable warranty.
Safety:
- A service helps ensure the safe operation of your appliance, reducing the risk of carbon monoxide poisoning, fires, and explosions.
Efficiency:
- Servicing can improve the efficiency of your appliance, potentially saving you money on your energy bills.
Early detection:
- A service can identify potential problems early on, preventing more costly repairs later.
Homeowners Insurance Cover:
- Many insurance providers stipulate a duty of care to maintain and service.
Landlords’ Legal Obligations:
- Landlords are legally required to have gas appliances checked annually by a Gas Safe registered engineer.
- This is a requirement under the Gas Safety (Installation and Use) Regulations 1998.
Good Practice:
- It is not only our manufacturer’s instructions that advise on annual servicing, but HSE, and Gas Safe recommend annual servicing to ensure that gas appliances, flue systems, and installation pipework are maintained in a safe condition. This is regardless of usage the appliance requires a service to maintain safe and efficient performance.
Site Visit General Terms and Conditions
Appointment times:
All appointments are booked within one of two-time periods.
- Early appointment period 8:30am to 1:30pm
- Later appointment period 12:00 noon to 17:00pm
It is not possible to provide a specific timed appointment due to the following factors:
- Traffic conditions.
- Variable distances between appointments.
- Unexpected delays or challenges experienced on prior appointments.
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 £75.00 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 £110.00 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:
- Using bad language or swearing at staff.
- Any physical violence, such as pushing or shoving.
- Verbal abuse towards the staff in any form including verbally insulting the staff.
- Racial abuse and sexual harassment will not be tolerated.
- Persistent or unrealistic demands that cause stress to staff will not be accepted; requests will be met wherever possible and explanations given when they cannot.
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:
- It is the homeowners or landlords’ responsibility to ensure suitable preparations have been made to make payment on site at the time of the visit.
- No cash payments, credit or debit card transactions only.
- Visits booked under warranty, although generally free of charge subject to warranty terms and conditions, if the fault identified is not covered under the warranty terms, additional charges may apply, our engineer will request payment whilst on site.
- If payment cannot be taken on site, a payment link will be sent to the payee to be paid within 7 days of receipt.
- If you dispute the payment link charge you must inform Stovax Gazco Limited within 7 days of receipt of the original payment request, please email: service@gazco.com and include the Ticket reference.
- Stovax Gazco Limited reserves the right to pass on any outstanding debts to a collection agency to secure payment, this may also incur additional administration charges that will be added to the original outstanding debt.
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:
- Provide full access to the appliance.
- Don’t use the appliance on the day of the visit, as this could result in an aborted visit due to the fire being too hot to safely work on.
- Ensure appliance documentation is readily available for inspection and to update service records if applicable.
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:
- Non-compliance with:
- Building regulations.
- Manufacturing instructions.
- Gas Safe regulations.
- Hetas regulations.
- Local regulations in force.
- Substandard works carried out by a third-party.
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 £170.00 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:
- 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:
- 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
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:
- 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.
