Breakdown Procedure
In the event of a breakdown a qualified building maintenance engineer or the original installer should contact our technical helpline immediately on 08452 411 441 to discuss the issue. Our technical team will need specific information relating to the address of the installation and the serial number of the appliance. The serial number is generally visible on the front or inside the front cover of the appliance.
If it is not possible to rectify the issue over the telephone it may be necessary for one of our trained engineers to visit the property to investigate. We may ask for a deposit before we instruct an engineer to visit a property. We will return the deposit in full if we conclude that the fault is covered by our warranty.
A time and date will be mutually agreed between Thermal Integration, the building maintenance engineer / installer and the end user. Our engineer will attend site together with the building maintenance engineer / installer. We reserve the right to keep the deposit if the property is not accessible, or if a responsible adult is not at the property to assist with our visit.
NOTE: We DO NOT operate a 24hr call-out service. Our engineers work an 8 hour day, Monday to Friday, and DO NOT work weekends. However we will endeavour to fit in around the needs of end users, where possible.
We will take all the necessary steps to try and ensure the end user is left with both heating and hot water, however we cannot guarantee that repairs will be possible on our first visit to the property, so we will make every effort to return the following day, to finish the repair.
NOTE: It is highly recommend that the building maintenance engineer keeps a first aid kit of relevant spares so that prolonged delays can be avoided. Please contact Thermal Integration for further information.
Warranty Returns Procedure
Nobody likes to admit it, but from time to time you may find a product or part has failed within the warranty period. Should you find yourself in this unfortunate situation, a qualified building maintenance engineer or the original installer should contact our technical helpline immediately on 08452 411 441 to discuss the issue. Our technical team will need specific information relating to the address of the installation and the serial number of the appliance. The serial number is generally visible on the front or inside the front cover of the appliance and will begin DQ-..... or 70.....
If it is not possible to rectify the issue over the telephone and a part needs to be replaced under warranty, we may ask the engineer to pay us a deposit before we issue the replacement parts. We will return the deposit in full if we conclude that the fault is covered by our warranty.
Please download and complete our Warranty Returns Form. This form MUST be returned with the faulty part, our technical team will then investigate the fault and will either accept or refuse the warranty claim. We will respond to the engineer with our acceptance or with an explanation and evidence as to why the claim has been refused. We reserve the right to keep any deposit paid if the Warranty Returns Form is incomplete or we find other conditions of our warranty have not been met.
NOTE: It maybe necessary to return some parts to the original manufacturer for further analysis of the failure, however we aim to complete this process as quickly as possible.
For more information regarding our Guarantees and After Sales Backup for HIUs, please click HERE.
