BREAKDOWN SERVICES

The following procedure is for units installed by Wessex only. For units installed by others please contact your local supplier.

Wessex Customer Service Department is manned between the hours of 8:30am and 5:15pm, Monday to Friday (except public holidays) and field service engineers normally operate during the same hours.

An engineer will normally visit within 24 hours (Monday to Friday) to attend a breakdown call provided the equipment is covered by a warranty or the user (or any agency responsible for the maintenance of the equipment) agrees that they will cover any costs incurred.

Calls for assistance outside normal office hours will be handled by our emergency cover service and every effort will be made to attend such calls within a reasonable time scale (i.e. within 24 hours) - however there is no guarantee that an engineer can be made available during these hours.

During normal office hours telephone the emergency service number indicated below and ask for Customer Services. A member of staff will record details of your request and initiate the necessary actions to resolve the problem.

Outside normal working hours telephone the emergency service number indicated below. The operator will take details, and pass this information to the duty engineer who will then contact you by telephone to fully assess the problem, and to offer a suitable level of technical assistance to minimise the immediate difficulties being experienced. Where necessary and feasible, the duty engineer will make suitable arrangements for an engineer to attend site as soon as possible to effect repairs.

The duty engineer is supported by a duty supervisor and duty manager to ensure that contact with an engineer is always available outside normal working hours. The operator has facilities to contact all these people as appropriate.

In the event of a real emergency (e.g. lift stopping during travel with user on the lift platform), and if it is not possible, for whatever reason, to manually override the lift, our normal advice is to contact the emergency services (fire brigade) to obtain immediate assistance.

For further information on breakdown cover and servicing please contact our Customer Services Department.

Emergency Breakdown Service Telephone number: 01794 830303