FREQUENTLY ASKED QUESTIONS / TROUBLESHOOTING

Damaged Goods

Damaged items should be reported within 5 days of delivery; please provide as much information as possible and photographs if applicable; any damaged packaging should be retained for inspection by our approved representative.

Please contact Returns on 01204 868550 – returns@nullpercydoughty.com

Please log a call if the damaged item is affecting the operation of the appliance

Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

Missing Items

Missing Items must be reported within 5 days of delivery. Carefully check components against the list supplied and thoroughly inspect packaging for any small items that may have become dislodged in transit. If parts are missing please provide as much information as possible.

Please contact Returns on 01204 868550 or returns@nullpercydoughty.com

Please log a call if the missing item is affecting the operation of the appliance.

Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

Gas Smell Present

What to do if you smell gas (England, Scotland and Wales)

  • Call the National Gas Emergency Service: 0800 111 999

 

What to do if you smell gas (Republic of Ireland)

  • Call Bord Gáis Networks on 1850 20 50 50 (24 hours)

 

What to do if you smell gas (Northern Ireland)

  • Call the 24-hour gas emergency service on 0800 002 001

 

If you are unable to get through on the emergency numbers above call 999 immediately and then follow the procedure below

  • Open Windows and doors to increase ventilation
  • Isolate the main Gas supply to the meter unless it is located in the cellar or basement
  • Do not touch any electrical switches;
  • Do not switch extractor fans on to ventilate the area
  • Do not turn lights either on or off
  • Do not smoke or use any naked flame
  • Do not operate mobile phones

Installation, service and repair must only be performed by a suitably qualified person (Gas Safe Registered) and in line with the Manufacturer’s Instructions

Once the property has been made safe the Gas Emergency Engineer will explain any work that is required and to which appliance, this should only be carried out by a Gas Safe registered engineer.

Not Burning Correctly / Producing Soot

Producing soot can be a sign of incomplete combustion for a variety of reasons – Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

Carbon Monoxide (CO) can be emitted from inadequately maintained or badly fitted domestic heating appliances.

You should fit a carbon monoxide alarm in any room that contains a fuel burning appliance. The sensing technology in a CO detector is different from that used in a smoke alarm. Carbon Monoxide detectors measure the amount of CO and the time of exposure. The alarm will sound before carbon monoxide levels becoming threatening for average, healthy adults.

In the event that your fire is not burning correctly

  • Check that all ceramics are present and correctly positioned.
  • Do not add extra ceramic pieces to the appliance as this can result in incorrect combustion.
  • If any of the ceramic components become damaged then we recommend that the complete ceramic set is replaced with genuine manufacturer’s parts.
  • Do not burn paper or other materials on the appliance as this will leave debris and residue which will affect the correct and safe combustion of the gas
  • Lazy yellow or orange flames may mean that you need to get your fire inspected as this could be a sign that there is carbon monoxide in your home; other signs include
  • Dark staining / soot around or on appliances
  • Pilot lights that frequently blow out
  • Increased condensation inside windows
Carbon Monoxide Safety Tips
  • Fit an audible carbon monoxide alarm.
  • They need to be put in a central location in the house and can be fixed to the wall or can be placed on a table, bookshelf or shelf.
  • Have fuel-burning appliances serviced annually by an appropriately qualified and registered engineer.
  • Don’t block ventilation and have chimneys swept at least once a year.

 

Where to place your alarm: Garage, Bedroom, Kitchen, Living Room

Six main symptoms of Carbon Monoxide Poisoning

  • Headaches
  • dizziness
  • nausea
  • breathlessness
  • collapse
  • loss of consciousness

Being aware of the symptoms could save your life.

Carbon monoxide symptoms are similar to flu, food poisoning, viral infections and simply tiredness. That’s why it’s quite common for people to mistake this very dangerous poisoning for something else.

Other signs that could point to carbon monoxide poisoning

  • Your symptoms only occur when you are at home
  • Your symptoms disappear or get better when you leave home and come back when you return
  • Others in your household are experiencing symptoms (including your pets) and they appear at a similar time

 

What should I do if I experience any symptoms of carbon monoxide poisoning?

  • Get fresh air immediately. Open doors and windows, turn off gas appliances and leave the house
  • See your doctor immediately or go to hospital – let them know that you suspect carbon monoxide poisoning. They can do a blood or breath test to check
  • If you think there is immediate danger, call the Gas Emergency Helpline on 0800 111 999

Get a Gas Safe registered engineer to inspect your gas appliances and flues to see if there is a dangerous problem

Ignition Sparks But Pilot Will Not Light
  • Check gas supply into the property by operating other gas appliances – if there is no gas supply contact your gas supplier.
  • If the gas supply is operational but the fault persists please log a warranty call.
  • To log a warranty call online follow the link http://www.visionfires.co.uk/helpdesk/ alternatively call 01204 868550 selecting option 3 – Technical
Ignition Doesn't Spark

Replacing the battery (slide control only)
The appliance requires one 9V PPS battery and is located behind the ash pan cover, under the fuel bed. If the battery needs replacing ensure that the + and – positions are aligned correctly.

If the problem persists an Engineer will be required – Please log a warranty call.

To log a warranty call online follow the link http://www.visionfires.co.uk/helpdesk/ alternatively call 01204 868550 and select option 3 – Technical.

Burner & Pilot Light But Fire Goes Out

Spillage safety system
For safety, this appliance is fitted with an oxygen sensitive pilot system. This will cut off the gas supply to the appliance if the oxygen level in the room falls below its normal level. If this happens it usually indicates that there is a problem with the flue system. The fire must not be used and the problem must be corrected by a competent person.

NB this device is not a substitute for an independently mounted carbon monoxide detector.

Intermittent Fault

If a fault is intermittent please monitor over a period of a few days and note details down of frequency and length that the fault is apparent. It is often useful to note events immediately prior to and following the fault occurring i.e. colour and appearance of flames; any unusual noises or smells or if it happens on a regular basis at the same time of day or at the same time of another activity within the home i.e. other gas appliances being used. Extreme weather conditions can also affect the operation of some appliances.

Photograph or record recurring incidents.

Glass Dirty Or Broken - High Efficiency Model V1/300/B & V1/350/B Slide & Trimline Models

Do not handle or attempt to clean the glass when it is hot.

Do not use abrasive cleaners or harsh chemicals.

If the glass breaks carefully remove any sharp pieces that are easy to dislodge – we recommend that the glass is only replaced by a suitably qualified and experienced engineer as it is very important that a complete seal around the glass is achieved. Failure to do so may result in incorrect gas combustion which can have fatal results.

Do not operate the appliance if the glass is cracked, broken or missing.

Slider arm moves down, sparks and successfully lights the pilot however the main burner does not light on release of the slider arm

Correct Procedure – Push the control lever fully down to the ‘P’ position and hold there until the pilot lights. Hold for at least a further 10 seconds to allow a stable flame.

Release the control lever and it will automatically raise to the ‘LO’ position. The fire is now at minimum heat setting.

Lift the control lever up to the ‘HI’ position. You will feel a positive location check when the lever reaches this setting. The fire is now at the maximum heat setting. The lever can be moved between the low and high positions to achieve your desired heat setting.

If, for any reason, the flame extinguishes or does not light on initial attempt Do wait three minutes before attempting to relight as the fire is fitted with a safety device that will automatically shut off the gas supply to the fire, if for any reason, the flame goes out.

Fault Apparent on Installation / Engineer Unable to Install or Commission

Please contact our Technical Service Department on 01204 868550 or log a call leaving the best contact details for the Engineer so that a member of our Technical Team can assist.

Other

Please give full details of Fault and include photographs or recordings where appropriate.