after sales Customer Service
We are not just a retailer selling heating appliances, we are a total customer service business. We are here to keep your heating system working for many years to come.
In Home Services
Corporate Service Video
Service Charges - before discounts inc GST
- In Home Call Out Fee $100
Charged once for each new job. Includes travel up to 50klms from Hobart or Launceston.
- In Home full hourly rate $110 / hr
Charged in 6min intervals.
- Travel over 50klm $2 / klm
First 50klm is covered in the call out fee. Additional travel is $2 per klm charged one way (not return). Eg - you live 80klm away from the service center then travel is a total of $60.
- Workshop labour $60 / hr
Bring your heater into the workshop and leave it with us to service. Pick it up when its ready. $60 per hour plus parts.
- Workshop Refurbishment $100 plus parts
- Capped Price Annual Summer Service Program $200
Up to a maximum of $200 for labour including call out and travel to 50klm for customers who have their heater serviced each year between 1st September and the end of February. * Conditions apply see FAQ below.
We arrange the installation of all products we sell. Pellet heaters are installed by our own in house technicians, gas, wood and electric are installed by qualified contractors.
Preventative Maintenance Service
Most heating appliances require an annual maintenance service to keep them in tip top condition. The best time to get your heaters serviced is in summer while discounts apply. For DIY click on this button for details.
When something does go wrong you want to get it fixed and back in operation as quickly as possible. We have service technicians that cover the the whole of Tasmania.
In Store Services
Heaters are usually delivered by the installer at no extra charge.
Want to save $50 hr on labour ? Bring your heater into our workshops and pick it up when its ready. We can refurbish older and secondhand models if required.
Fix it yourself ? We carry spare parts for all pellet heaters and some other products. If we don’t have it we can get it for you.
Service - FAQ
Pellet Club customers have a 7 day trading account. An invoice will be emailed if there are any costs associated with work done which may included a call out fee, labour, travel and parts. The invoice can be paid directly into our bank account, in store, over the phone or mailed. If paid via internet banking please quote your name and or the Invoice number, details are on the Invoice.
Have your pellet heater serviced between 1st September and 28th February and received a 20% discount off your total bill. That’s 20% off parts and labour and call out and travel. Pellet Club members only. The total cost on the invoice will automatically include the 20% discount.
Pellet Club members accrue loyalty points that equate to 5% of the price of the fuel purchased. The dollar value of the loyalty points can be used to offset the cost of any service work done. Simply ask to have your loyalty points applied to an invoice before paying any balance.
Most products we sell carry a one year expressed warranty to cover labour repair costs. Most products have a longer warranty period to cover faulty parts. Travel charge over 50 klm applies.
Pellet heaters carry 1 year labour and 5 years parts warranty.
YES – But we can only install heaters that we can support and carry spare parts for. If you are thinking of buying a secondhand heater, consider dropping it off to our Hobart or Launceston service centers and have a full workshop maintenance service before it is installed.
Yes you can, click on the Maintenance Task button above for a detailed list of tasks required to perform maintenance on a Pellet Fires Tasmania supplied heater.
To encourage customers to have their heater serviced regularly each year during the quieter months, we offer a capped price summer service program so that you know how much to budget for. To receive the Capped Price, the heater needs to have been serviced no longer than 18 months between each service, $200 is the most you will pay for labour.
Service work that does not qualify for this capped price program will incur standard call out and hourly charges for those heaters that are not serviced annually which could be higher than $200.