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Your Guardian Service Guarantee

FM Service Guarantee1. Our “simply over-rides everything” guarantee

We’re totally committed to giving you the service you pay for and deserve and we back that up. So we have one over-riding guarantee that we’ll always adhere to. If you’re unhappy about something, just tell us and we’ll put it right.

2. True 24 hour service response guarantee.

Your call for repairs or emergencies will normally be answered, 24 hours a day, 365 days a year. If you go to voicemail for any reason outside of office hours (e.g. you call on Christmas Eve at 11:30 p.m.) and we’ll get back to you within 30 minutes or we’ll deduct £100 off your next maintenance or repair invoice.

3. True 4 hour emergency response

For our maintenance contract customers, if you have an emergency we’ll be there within 4 hours as long as we can get access to your premises. If we’re not you don’t pay a penny.

4. Transparent pricing

We put you in control of your budget and make sure there are no hidden charges. Our pricing policy sets out clearly and completely the cost of your service and repair work and the products we supply. There won’t be any last minute surprises – you’ll get what you expected at the price you expected.

5. The “it will work” guarantee

We’ll get your equipment working on our first visit if it’s humanly possible. That’s because we carry the spares and tools to fix most common faults and more in our fully equipped vans plus all our engineers are fully trained and qualified.

Once we’ve told you the equipment is back in working condition, if for any reason in the next 3 months the system doesn’t work when you come to use it after we’ve left because of the same fault, you’ll get the same guaranteed 4 hour call out we give to all of our contracted maintenance customers.

6. The “we’ll get the fix right or it’s free” guarantee

If we have to return to fix a fault we’ve repaired and we haven’t already advised you to have further work done, the fix is free. We want to know if we ever get things wrong because we’re passionate about achieving great customer service, plus we want more of your business and we want you to recommend us.

7. Quality technician guarantee

Your on-site service engineer will be uniformed, fully trained, qualified and disclosure checked.

8. Polite and professional

They’ll also be polite and professional or your maintenance or service or repair is free. It’s the same with our office team.

9. The no mess, no disruption guarantee

We always clear up any mess we create whenever we work on your premises. We’ll always aim to accommodate any requests you have to minimise disturbance and we guarantee to keep disruption to a minimum, subject of course to the need to get the job done for you using the right tools and methods.

10. Full manufacturers’ warranty

We will always pass on the manufacturer’s full guarantee on parts. In addition we guarantee the labour cost for any repairs required to new systems for 25 months as long as they are serviced by Guardian in accordance with manufacturer recommendations.


Our guarantee get out clause

This is simple too. There is no get out clause, more of a reminder. If something is wrong, tell us. Then we’ll fix it before you ever have to reach for any guarantee.

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