What can I do in case of a Product Failure?

Group SCS products are manufactured to the highest standard with quality and longevity in mind, but if you find that your product is not working, or you are having problems with installation or commissioning then we have the following options to get you back up and running.

Follow the goods return process here and return the item to us and we will provide a free replacement subject to warranty conditions. Should you need an urgent replacement then you will need to purchase a new unit and return the faulty one for credit or replacement.

Most product problems can be fixed without the need for an engineer, and our support section (FAQs) will help you to resolve a variety of common problems that might occur with your system. 

If your Group SCS product has a manufacturing or material fault and it is inside the manufacturer's warranty, you can submit a Call Out Request to help you get the system up and running. Any replacement parts will be free of charge subject to our warranty terms and conditions.

If you can't find an answer to your question in our FAQs, we recommend submitting a technical inquiry before you request a call-out visit. With a call-out visit, the labour cost will be chargeable at the rate current at the time of the visit.

Follow this link to submit a Call Out Request. Upon submission, you will be redirected to a page where you can pay for the labour cost of the visit. You will need to complete the payment before we can process your request.

We offer bespoke service and maintenance packages to suit your needs. Follow this link to get in touch with us about our Service and Maintenance Packages.

• Annual Service Visit

• Functional Check Visit every 6 months

• Complete Operational Sequence Checks to System Components in Accordance with BS 7346-8:2013-9, BS 9999:2017 Annex V and BS EN 12101

• Volumetric Flow Rates at Smoke Shaft Openings

• Testing of Smoke Detectors (Where Interfaced Directly with Smoke Control Panel)

• Software System Diagnostic Check, Interrogation & Updates

• Report Generation

• Exclusive Discount on Group SCS-Approved Spares and Repairs

• Engineer Call Out Support (Chargeable at Contract Rate)

• IFC SDI19 Certified SCS Support & Service Certification