Stay away from Novoferm
Stay away from Novoferm. Their Their Terms and conditions are designed to screw the customer. Their 10 warranty on the ‘safe and reliable operation’ of their garage doors is ONLY on the condition you carry out expensive annual services by the company that installed them for you. If you don’t have this done you are only covered for 5 years for manufacturing defects, 3 years for the control unit and 2 years for the remote control units. NO warranty is provided for wear and tear which is down to them to benchmark and gauge.
This caused us a major problem with Novoferm due to a concealed bearing failure that broke the dummy ends that support part of the axle. This mechanical failure caused to door to go out of alignment. The garage door is 6 years old and hardly used (maybe 3 times a week) as it contains gardening equipment.
We were very disappointed to be told by both 1st Choice (based in Kent) and Novoferm that the failed part; inaccessible inside a metal fascia box that had nothing to do with us, we would still have to pay over £300 for someone to come out and fix it.
The point is that bearings are not serviceable parts. When they fail they fail, so even if we had an annual service in place it would not have prevented this part from failing. We made this point to Novoferm but Ash Whitlock (head of warranty) and his female superior couldn’t care one bit. This is an amoral company. They didn’t even try and come up with an amicable solution, given that all our valuables inside were (and still are) unprotected from the elements or from being stolen.
Our point was that the bearing is a part made, supplied and installed by the manufacturer. Its failure had nothing to do over use or anything to do with us. So if parts like this fail they should be replaced by them, not the end user. On the other hand Novoferm might send someone out for you IF you pay them more money (upfront at the time of installation) for irrelevant annual health checks. This is wrong and quite likely an infringement of consumers’ rights.
In summary a total con of a company with no consideration for anyone other than themselves and their precious financial bottom line.
Avoid Novoferm at all costs, there are plenty of better choices out there.