Stage 1

Aftersales Support

32 Slides

• Meet the Team​

• Online Chat Service​

• Skype Service​

• Engineers​

• Aftersales Procedure​

• Job Completion Certificates​

• Spare Parts​

• Simple Solutions

Contents

Meet the Team

Our Keylite technical experts are readily available alongside our online resources to provide instant support to our customers as well as our colleagues. Across our UK and Northern Ireland offices our internal sales, aftersales and technical departments are all expertly trained to assist with general product as well as on site queries.

Technical Aftersales Support

Meet the Team

Liam Ball

Technical Aftersales Manager

Keylite Roof Windows

Technical Aftersales Support

Meet the Burton Team

Tanya Livens

Aftersales Team Leader

Keylite Roof Windows

Amanda Archer

Aftersales Coordinator

Keylite Roof Windows

Amie Devine

Aftersales Coordinator 

Keylite Roof Windows

Engineers

In circumstances where our internal support teams are unable to resolve a customer issue, a chargeable engineer service may be required. It is necessary for all ASMs to arrange joint calls with their respective engineer to improve their knowledge and uncover the standard Keylite aftersales procedure.

Technical Aftersales Support

Engineers

Lee Marshall GB

Aftersales Engineer Team Leader

Keylite Roof Windows

Technical Aftersales Support - Engineers

Simon Leggett GB

Aftersales Engineer

Keylite Roof Windows

Richard Pope GB

Aftersales Engineer

Keylite Roof Windows

Phillip Skidmore GB

Aftersales Engineer

Keylite Roof Windows

Gary Davis GB

Aftersales Engineer

Keylite Roof Windows

Garry Fox NI & ROI

Aftersales Engineer Team Leader

Keylite Roof Windows

Alan Simpson NI & ROI

Aftersales Engineer

Keylite Roof Windows

Aftersales Procedure

The aftersales team can answer the majority of your technical and installation queries, but our man aim is to offer and provide the best aftercare service that can be experienced.

We have 3 office based aftersales coordinators & 8 field based service engineers to help resolve whatever problem or query you may have.

1) 95% of all reported problems and queries are responded to by our aftersales coordinators within 1 working day.

2) If the aftersales coordinator team deem that a site visit from one of our service engineers is required to rectify the reported issue, we aim to carry out this visit within 8 working days. 80% of all visits are carried out within 8 working days from the date the problem has been reported.

Technical Aftersales Support

Aftersales Service Level

How to report a query/problem to the aftersales team

There are two ways in which a query or problem can be reported to the aftersales team. An email can be sent to aftersales@keyliteuk.com, or a call can be made to our direct line 01283 200198. If a service engineer visit is deemed as the solution required to rectify the reported issue, a window or blind guarantee claim form must be completed and returned.

This provides all information we need to ascertain the following:

1)Is the product within guarantee (would the visit & parts used be chargeable or not)

2)Who do we need to contact to agree on the visit date.

3)Where does our service engineer need to travel

4)What equipment would the engineer need to safely access the roof window(s)

Technical Aftersales Support

Aftersales Procedure

Window Guarantee

Claim Form

Technical Aftersales Support

Aftersales Procedure

Blind Guarantee

Claim Form

Technical Aftersales Support

Aftersales Procedure

Terms & Conditions

The Keylite roof window is covered by a 10 year guarantee (electrics & accessorized 3 year guarantee), therefore if a defect is reported within this timescale, from the delivery date of the window, Keylite can arrange for an engineer to visit and rectify the reported defect free of charge.

If the reported problem is found not to be caused by a product defect, the engineers visit is not covered by the Keylite 10 year guarantee. As a result a £150 + VAT charge may apply

Technical Aftersales Support

Aftersales Procedure

Job Completion Certificate

Job Completion Certificates are completed by every service engineer for every service visit.

This certificate provides a report of:

1) What the problem was reported to be

2) What the problem was found to be caused by

3) What was done to resolve the problem

4) If the issue could not be resolved on the day of the visit, what needs to be done to resolve the issue

Each job completion certificate is sent using a system called “keycall”.

Every certificate is sent automatically to whoever reported the issue, the merchant, the ASM for that area and the aftersales co-ordinators. The findings from this report are then processed onto NAV for that visit.

Technical & Aftersales Support

Job Completion Certificates

Spare Parts

Window Generations

When quoting a customer for spare parts, firstly, the serial number must be identified to establish the generation of their roof window.

Technical & Aftersales Support

Spare Parts

First Generation

The warranty of Keylite’s first generation window range has now expired. No serial numbers beginning with the below can be repaired under guarantee.

o CP 2001

o CP 2006

o CP 2009

We have a limited supply of replacement parts to suit these windows. Should any require replacing, we are only able to supply the following and thee must be chargeable:

o Latches

o Vent Flap Handles

o Rams

Technical & Aftersales Support

Spare Parts

Quick Fit Generation

The ‘Quick-Fit’ generation is almost identical to the ‘Flick-Fit’. However, this range was launched prior to the introduction of our ‘Flick-Fit’ brackets.
Serial codes for this generation range from  2010-2011.

o Eg. 01102536

We are currently able to supply all spare parts for our ‘Quick Fit’ roof windows.

Technical & Aftersales Support

Spare Parts

Flick Fit Generation

Our ‘Flick-Fit’ range introduced ‘Flick-Fit’ brackets onto every Keylite roof window. Their serial numbers range from 2012-2013.

o Eg. 011201234
We can supply all spare parts for these windows, with the exception of Fire Escape Steel Arm Sets.

Technical & Aftersales Support

Spare Parts

Futuretherm Generation

The Futuretherm generation incorporated our ‘Flick-Fit’ bracket, Sash Hinge Finger Spring and Integral Thermal Collar. Their serial numbers range from
2014-2018.

o Eg. 01142536

All spare parts for this roof window range are currently available.

Technical & Aftersales Support

Spare Parts

PVC Generation

Keylite’s first PVC roof window range launched in 2017. These windows incorporate all features of the futuretherm generation on an entitrely PVC window.

o Eg. 1606170005310

All spare parts for this roof window range are currently available.

Technical & Aftersales Support

Spare Parts

Futuretherm Plus Generation

The Futuretherm plus range is an upgraded timber roof window which includes all Keylite’s USPs and has an increased glazing surface area.

o Eg. 1104190118640

All spare parts for this roof window range are currently available.

Technical & Aftersales Support

Spare Parts

Simple Solutions

Not all customer queries will require an engineer visit, over the phone assistance or replacement parts can be easily supplied to quickly resolve minor issues. Therefore, there may be a more cost effective and timely efficient solution with the correct knowledge of these issues.

Technical & Aftersales Support

Simple Solutions

Bottom Frame Piece

If the bottom frame piece has been installed incorrectly this can cause the rotating sash to rub against the window frame causing difficulty when opening and closing.

Reinstall the bottom frame piece to resolve this issue ensuring it’s situated in the correct position as shown.

Technical & Aftersales Support

Simple Solutions

Damaged C-Channels

There are a total of four c-channels on a Keylite roof window. When the window is opened/closed the top and bottom c-channels overlap one other. Sustainable damage to these channels can cause them to collide, as a result this will prevent the window from opening/closing.

All damaged c- channels will require replacements. These can be easily fit by the customer.

Technical & Aftersales Support

Simple Solutions

Damaged Hinge

Any damage to the hinges can make it very difficult to open and close the window.

Replacement hinges can be supplied and easily replaced by the customer.

Technical & Aftersales Support

Simple Solutions

Red Bolts

All top hung roof windows are locked by two red bolts situated at either side of the frame. These allow the rotating sash to pivot from the centre which may mislead customers into believing they have received the wrong product. These bolts can cause difficulty trying to close the window once it has been fully installed.

To resolve this issue simply remove the red bolts from either side of the window frame, this will activate the top hung/fire escape operation.

Technical & Aftersales Support

Simple Solutions

Latch Arm

Sustainable damage to the latch arm can cause difficulty trying to open/close the window and prevent the ventilation handle from remaining fixed shut.

A replacement latch can be supplied and easily reinstalled by the customer.

Technical & Aftersales Support

Simple Solutions

Opening Pole

If a customer is having difficulty opening/closing their Centre Pivot Roof Window using our telescopic pole, the instrument has been specially designed to operate the window as follows:

o Stand towards the bottom of your roof window

o Raise the Opening Pole vertically, ensuring it is approximately at a 45° angle to the Roof Window

o Attach the claw-end to the Opening Handle and ease the pole upwards/downwards to open/close the window

Technical & Aftersales Support

Simple Solutions

Quiz

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