Customer Services

In the unlikely event that a breakdown should occur, the following warranty applies:

Providing the NIBE unit is maintained in line with the NIBE guidelines, detailed in the Maintenance and Installation Manuals and has been installed by a NIBE trained installer following a NIBE docking; NIBE Energy Systems Limited will cover all parts and labour costs within a 24 month period from date of installation or 33 months from date of manufacture, whichever is shorter.

How to request a call out:

• Contact your installer or maintenance team, details on page 3 of the installation and maintenance manual supplied with the unit, who should arrange for the original installers to attend to diagnose the fault as a manufacturing one. Only units with a fully completed commissioning sheet will progress to a NIBE visit, copies of which will be requested prior to a visit being organised.
• If the fault is an installation error, it is the installers responsibility to repair and no costs will be covered by NIBE Energy Systems Limited.
• In cases of a manufacturing defect, the installer must complete a service visit order and submit to NIBE Energy Systems Limited. NB; Only requests with a fully completed service order will be processed. These are available from the NIBE Customer Services Department on 0845 095 1200 or email [email protected] A NIBE field service engineer will then attend to fix the fault at the earliest opportunity.

 

The call out will be chargeable if:

• The units warranty has expired
• There is no fault with the NIBE unit and the error is either due to poor installation or non NIBE products being used in conjunction with the NIBE heat pump

In the event that your unit needs repairing when out of warranty, NIBE provides a chargeable one-off call-out service. The cost of this varies depending on the type of unit and its output.  The one-off call-out charge includes all the parts and labour required to repair your unit, except refrigeration parts.  In the unlikely event that a refrigeration part needs replacing, labour is free but the refrigeration part itself will need to be purchased before the work is carried out.  All parts and labour are guaranteed for one year.

Please digest the maintenance and installation document supplied with your unit to understand the principles of function and gives some basic fault finding information.

The guarantee only applies to equipment purchased and installed within the UK and is used in the manner that it was intended.

These Call Out Terms and Conditions are in line with our general Terms and Conditions. However, if you do require further information, please contact the office on 0845 095 12000 or email [email protected]