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Manufacturer responds to customer service criticism

Dear Sir,

In the 23 February issue of H&V News, I was disappointed to read two letters discussing the loss of faith in heating manufacturers.

Installers are truly the lifeblood of a manufacturer’s business and should be at the heart of everything we do. Vokèra has been built on the foundations of having a good relationship with its installers, and this ethos will remain with the company throughout its life.

As managing director of the company, I am reinforcing this message throughout the business and ensuring we maintain our focus where it matters the most – our customers. We work hard to forge relationships with installers and want to ensure these thrive, which is why we offer a number of methods to support our loyal customer base.

We see the importance in offering good service and supporting our installers to ensure their business performs well. We facilitate a number of training courses on a range of heating and hot water solutions, as well as offering technical support and a pre-sales service so our installers can have all the facts before they buy. In addition our Approved Installer Programme and Affinity rewards programme gives something back to installers.

Vokèra’s service division is also fundamental to supporting installers and the end user, ensuring we have a high level of technical expertise in the field to support customers when it is needed. We appreciate that installers do often carry out their own repair and servicing work and is not something that we as a manufacturer would discourage.

We take great care to support our installer base; in fact as part of our Approved Installer Scheme we provide leads to anyone who passes the criteria and joins our network. In addition, Vokèra does not use details from the Gas Safe Register to contact homeowners as we respect our installers and do not seek to cut them out of the process.

As manufacturers, we need to respect installers and recognise that without them, our industry would not survive.

Steve Cipriano

Managing director


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