SERVICE, REPAIRS & WARRANTY

service@customautogates.com.au

IMPORTANT SERVICE & REPAIR INFORMATION

• We only service and repair gate automation installed by ourselves.
• Our service department is contactable via email only. Please use the form below to contact our team. Our normal reply times is 3 business days. 
• If your gate automation is not operational, please see below for items you can check to avoid a call out fee.
• Current call out fees are $250 inc GST for residential and $350 inc GST for commercial - this is an upfront fee. This fee covers the technician’s travel and up to 30 minutes onsite. Any extra time or parts required for servicing/repair will incur extra charges, time is charged in 15min increments based upon $120 per hour. All payments for extra time or parts are due prior to our technician leaving site. Our payment options include Card or Cash. We do not accept Cheque or EFT unless otherwise approved.
• Standard Call Out – response times are 10 – 15 business days from payment of call out fee. These times may vary, and we will work hard to secure you a faster response however unforeseeable circumstances may mean lengthier delays.
• A key was supplied at time of installation for your gate automation using this will allow you to put the gate into manual mode while you wait for a call out.

AUTOMATION WARRANTY PERIODS

Service Schedule must maintained from installation date - non compliance with regular minimum service maintenance will void motor parts warranty and labour warranty. refer to your Owners handbook.

Parts warranty period are as listed on your paperwork and Labour warranty period is limited to 12 months from date of install (even if found to be a warranty repair) – if your install is over 12 months a call out fee will apply – if still within parts warranty period and found to be warranty then the parts are replaced at no cost to you, *** However the call out fee will still apply if over 12 months old.

If found to be a parts warranty only the initial call out fee is charged the return call out to fit the new part is not charged for. Please refer to the tables below.

GATE and FENCE WARRANTY PERIOD

Labour is 6 months and items vary as per your paperwork.

OWNERS BASIC AUTOMATION MAINTENANCE

• Bi-monthly – Gate should be placed in manual mode and pushed open and closed to ensure that it swings / slides freely.
• Gate tracks need to be maintained weekly for sliding gates – keeping them free of build-up and obstacles.
• Cut back vegetation to ensure gate is not hindered in its movement.
• Insects / Geckos can ruin gate motors – we recommend that the area be treated as required.
• Check and replace batteries as required – batteries can be in but not limited to, remotes, keypads, pe beams , solar, exit loops and internally in the automation
• Check the power is turned on – check the power point has power.
• A key was supplied at time of installation for your gate automation using this will allow you to put the gate into manual mode while you wait for a call out if required.

OWNERS MAINTENANCE FOR GATE & FENCING 

• We recommend keeping vegetation away from the fence – trees, bushes etc can undermine footing / push fences over and cause deterioration to the finish of powder coating / Colorbond / Glass / Aluminium and even timber.
• We recommend that objects are not hung from or leaned against fencing.
• We recommend for finishes such as Powder coating / Colorbond and aluminium fencing to be washed with a soft brush, warm water with a mild detergent, then rinsed off with clean water 2-3 times per year.
• We recommend you DO NOT water blast any fencing.
• Do not use water blasting, abrasive cleaners, acidic cleaners, or warranties are void.
• To reduce risk of splitting, warping and early deterioration of timber fencing we recommend regular oiling / preservative treatment or painting be carried out. Timber is a natural item and will eventually split, rot warp and twist – Fence grade timbers are of the lowest cost and quality, higher grades are available at a higher cost – we like every other fencing company supply fence grade timber in all our installs unless specifically quoted otherwise.

For more information please refer to your Owners Handbook, product manuals and our terms and conditions here. Handbooks and manuals can be resent to you at no charge electronically if you have not got access to them.

We also have a Youtube channel with some handy help for you - visit our channel here.

ZERO TOLERANCE –  The safety of our staff, Contractors and Company is paramount, we respectfully ask that customers and their representatives refrain from Anti-social behaviours / actions that harm or lack consideration for the well-being of others. This includes any type of conduct that violates the basic rights of another person and any behaviour that is considered to be disruptive to others in society. Custom Auto Gates Pty Ltd reserves the right based upon Zero Tolerance to not attend site where these conditions have been breached.

FEES AND CHARGES AND WHEN THEY APPLY

Our suppliers do not pay us to attend site, or the time to assess onsite, nor do they pay us to return and fit parts to their products (they don't even cover the cost of returning the items to them for inspection). The fees and charges listed above are not negotiable, and are to cover real costs that we incur in offering an in house team that attends to our customers needs. However if you do have any concerns you are free to contact the manufacturers directly or the office of fair trade.