Glen Dimplex Heating & Ventilation
Along with many other businesses and brands around the world, the last 12 months have presented us with a number of challenges. Ensuring our customers and colleagues remain safe has been our top priority and to achieve this we have had to implement new ways of working, make changes to our production and deploying most Customer Support teams to home working.
With the continuing global situation, our biggest challenge is the supply chain, with many components now a global shortage. This is affecting our ability to provide service to our customers and end-users in several ways:
- Availability for certain products or spares which can mean they are out of stock for an indeterminate period.
- Delivery times on orders may be extended due to logistics and postal issues.
- Delays or even the inability to carry out repairs to products due to localised lockdown restrictions and colleagues in self-isolation
- Longer than normal time to reply to email and customer enquiries while we experience ongoing demand for the above
We apologise for any issues this may cause you. We are committed to ensuring we look after our most vulnerable customers first, basing our replies on individual circumstances and those with a total lack of heating. We have more colleagues than ever available to take calls and offer advice. Please be assured that if you report an issue to us either by telephone or email, and we do need to offer a spare part of a repair visit, your product guarantee term will automatically be extended to cover any delays.
Thank you for your patience - read our full update for more information and recommendations that may speed up how we can help you.