The Roman TrueLife Lifetime guarantee covers ALL Roman Shower Enclosures and Bath Screens, throughout the product’s life.
Roman’s Managing Director, David Osborne, said: “Some guarantees you find have so many exclusions that when it comes down to it very little is really covered. Feedback from retailers has confirmed this is so often the case and this clearly leaves retailers (and consumers) with an ongoing problem. That is why with a Roman TrueLife Lifetime guarantee it means consumers can rest in the knowledge that their product is fully protected during its lifetime. The guarantee is designed to bring peace of mind to both the consumer and the retailer, who can rest assured that Roman experts will resolve any issues.”
The new Roman guarantee, which comes into effect on all purchases from February 1, 2006, will be fully backed by a national network of around 36 people which includes, a Customer Service team, Central Booking team, and a team of Technical Representatives, covering England, Wales, Scotland and Northern Ireland.
The Customer Service team has been fully trained to deal with new enquiries about the extended guarantee with the vast majority of queries expected to be solved over the telephone. If the query can’t be resolved in this way, the Central Booking team will arrange for a Roman specialist Technical Representative to visit the customer within five working days to assess the query.
Steve Danby, Roman’s Customer Service Manager, said:” Often when a customer rings with a problem or a query, the problem actually turns out to be caused by incorrect installation. When the Roman Technical Representative visits the enclosure, they can assess the problem and are happy to talk through or train with the original installer or homeowner how to rectify the problem.”
Roman is very aware that incorrect installation causes many of the problems end users experience with shower enclosures. Roman’s team of Technical Representatives are fully trained on how to correct any installation issues - they can either resolve the problem themselves or talk it through with the original installer. Roman can even offer a training facility to demonstrate to installers how to fit the product correctly.
Roman is a very big supporter of industry training. The Bathroom Manufacturers Association have now launched a range of training modules available for plumbers and showroom staff to participate in. These relate to generic industry knowledge, terms and product variations. The modules available include; Shower Enclosures, Shower Trays, Shower Controls, Brassware and Baths – with many more to follow.
Mr Osborne added: “It is vital that we have well-trained staff with detailed knowledge of all our products to back up the Roman guarantee. It is Roman’s policy to be always thinking of new and innovative ways to provide the best possible products to suit all consumer groups and their needs.”
Full copies of the terms and conditions of the TrueLife Lifetime Guarantee are available in Roman’s brochure, with every product, or on request.