We appreciate how important your stairlift is to your independence, and like all major pieces of equipment there are times when things can go wrong which is why we offer a maintenance plan for everyone.
The 'Trident Emergency Call-Out Service' is available to all customers, whether you purchased your stairlift from us or not. Our engineers are experienced and can repair most makes and models, usually on the first visit.
Our office hours are 8am to 6pm Monday to Friday (excluding public holidays) however we understand that there are occasions you may need support outside of these times and our 24/7 Emergency service guarantees a customer that we will be in touch with a plan and ETA within 15 minutes*
We have two pricing models, during business hours (Monday to Friday 8am-6pm excl bank holidays) and all other times.:
During Business Hours (Monday - Friday 8am-6pm) excluding Bank/Public Holidays - £50 Call-Out (includes up to 2 hours labour)
Outside of Business Hours (Monday - Friday 6pm-8am) and on Bank/Public Holidays- £100 Call-Out (includes up to 2 hours labour)
Our Engineer will carry out a full investigation into the fault and will provide you with a diagnosis and plan within the first two hours, we will advise you within the two hours if your stairlift cannot be repaired in that timeframe and if there are likely to be any additional labour charges. Extra charges for parts will be discussed and agreed with you if applicable.
When you call our emergency service number you will be made aware of the call-out charge beforehand, if for example you call on a Sunday evening and on reflection and after speaking to our on-call engineer you can wait until the following day then you will avoid paying the higher rate call-out charge.
For customers with a stairlift that is completely inoperable we aim to be with you the same day, usually within 4 hours but we will provide a clear ETA as soon as possible.
If you have purchased your stairlift from us the equipment will come with a warranty and you will not have to pay a call-out charge unless the fault is down to a non-mechanical problem or if it has been damaged.
If you didn't purchase your stairlift from us or if the warranty has expired you can choose to take out one of our service packages or pay for any repairs as and when they are required, you do not need to have a service contract in place to use our emergency call-out/repair service.
* We guarantee to call a customer within 15 minutes of the initial call with a plan and ETA, this is not a promise to be with you, in your property, within 15 minutes.