Call Us First as soon as possible
Should you have problems with one of our jobs or items that we have installed please call us first so we may attend the adjustment promptly. Don’t leave things to develop into bigger problems. In the interests of fairness and the Consumer Guarantee Act, you should ask us to attend the fault first before contacting another firm.
Our warranty process;
- You call us to discuss a problem that may have arisen from work that we have done
- We book a time to send someone out free of charge to check the work that we have done
- If it is determined that the issue is covered under your warranty – we will fix the issue free of charge
- If it is determined that the issue was not caused by any work that we have done – you will be charged for the repairs
Please note that if you have supplied the product and the issue is caused by the product we will refer you back to the manufacturers you purchased the product from. If it is a product that we have supplied, then we will contact the manufacturers and sort it out for you.
Call any time 0800 484 353, Wellington NZ
Customer Supplied Products
We are often asked to install products that you have supplied which may not be the best choice for a situation. We will advise you against installing that product and suggest a better product, however, some customers insist that the item is tried first. If we end up needing to swap out the product for the product that we recommended, there may be an extra charge involved.
If you supply the item the guarantee sits with the supplier of the product so you will need to contact whomever you purchased the appliance from.
Jobs outside codes and manufacturer specifications or instructions
Some jobs are more expensive to do correctly than to take a short cuts by installing or adjusting the product to operate differently. We do not recommend requesting installations to be changed from the manufacturer supplied instructions as the materials will often not be covered under the manufacturers guarantee. Taking short cuts will often cause leaks or will cause the product to fail quickly.
Example
A building has no hot water and it turns out to be a faulty thermostat which is replaced. It is noticed that the previous thermostat is set to 87′C the correct setting is 60′C and the new thermostat is set there. The tenants complain the house often runs out of hot water. We are requested to turn up the temperature above the maximum for the cylinder of 70′C. We cannot do this as the system has no tempering valve and someone could be scalded in which case we would be liable.
The user turns up the hot water temperature to 87′C this almost fixes the problem but this will cause the tank to fail sooner than expected. There is also the problem of higher heat losses and therefore higher running costs. The correct solution is a larger tank.
Another example
The customer is to supply a toilet suite. We provide a fixed price to install it consisting of 3 hours labour. When it arrives on site there is a problem with its colour, it is two tone instead of one. The customer wants us to return it to their supplier which takes an hour. The new pan is installed and upon installing the seat bolts snap with the slightest pressure. We search for some replacement bolts for an unknown brand for which there are no parts. The customer does not expect to be charged more for the extra work.
Our solution to this is that we recommend known brands, built to standards and where parts are available.