GEM Windows & Doors

Service

If you need to raise a warranty issue or query or need to get in touch with our post sales service department, please email admin@gemwindowsanddoors.com.au or complete the Service Form below. Some useful information is listed further down for your reference.

Fly screen and fly door installation guide

As we are a supply only company, we do not offer a site service when it comes to installing or adjusting fly screes, fly doors and barrier screen doors. Usually your installer or builder would need to install the screens and make all the necessary adjustments, including fitting the latch of fly screen doors, and adjusting the top and bottom rollers, ensuring the screens fit and operate as intended. Although it should be easy enough for anyone to fit and adjust the screens on any of the product. Here is a range of videos showing how to do so:

Sliding Door Fly Screen

Awning Window Fly Screen

Double Hung Window Fly Screen (Coming Soon)

Sliding Window Screen (Coming Soon)

Sliding Door Barrier Screen (Coming Soon)

Warranty Servicing

If you have a warranty issue or service you would like to report or arrange a site visit for you may contact our Service Department via email admin@gemwindowsanddoors.com.au

However if you have all necessary details, please fill in the details in the form below to assist us with fast tracking the process. This will ensure a more efficient turn around of processing your request as it includes all necessary information to start the process. We may require additional information at a later stage, which we will communicate directly.

Most site service bookings and site glazing requests have a 2 to 3 week lead time depending on current work load, if replacement material is required and other factors. We will always attempt to complete the service within the indicated time frame and will do our best to communicate any changes as soon as practically possible.

Please note, in the event of a site service visit being due to installation or misuse by customer or their installer, there will be a service fee payable from $165+GST once you agree and confirm a booked site service visit.

Please fill out the form carefully and take the time to read important notes that will assist in determining whether there is a possibility of an installation or misuse issue being present.

Service Request

Customer Service Reporting/ Request Tool

CUSTOMER DETAILS
Customer Name*
Invoice Number/ Job Number:*
Is the invoice in your name?*
If NO, please enter the name on the invoice:*
Job/ Site address for the order:*
Street Address Address Line 2 City
Date Delivered or Picked Up:*
Date Reported:*
Please provide your contact number:*
Please provide your email address:*
SERVICE REQUEST DETAILS
Please select the issues you are reporting in this form:*
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Missing/ Broken Parts - Important Information!
All moving parts including locks, handles, rollers, screen clips etc. are covered under warranty for 1 year from date of purchase. Please ensure your parts are within the warranty period. If the warranty period ended, please contact our sales staff to purchase. Missing parts must be reported within 24 hours of delivery date as per the Delivery Agreement Conditions.2717
Missing Keys - Important Information!
Missing keys must be reported within 24 hours of delivery or product pick up. You may still submit the form and we will check our records on the key register. You must be the invoice holder to report the missing key. If you lost or damaged the key, you will need to contact your locksmith.
Damaged Product - Important Information!
Any visible damage including scratches to metal or glass or dents must be reported within 24 hours of delivery as per Delivery Agreement Conditions - prior to product being moved or installed. Note: Damage on product picked up by customer from warehouse is not covered by warranty once it leaves the premises. If you are having issues with product operation (issues opening/ closing) please select an appropriate category above.
Problem operating product - Important Information!
If you are having problems opening or closing your window/ door please check the following prior to lodging a service request to ensure it is not an installation issue as this site visit would be a chargeable service. 1. Check that the item is installed level, square and plumb. 2. Check that tracks are clear from dirt and debris. 3. Check that the rollers have been adjusted (up or down) depending on the level of your floor. 4. For bifold doors check that the head of the door has been secured by brackets and fixed directly into the beam above.
Missing product - Important Information!
Any missing item must be reported within 24 hours as it is harder to track any goods after an extended period. You should still report an item that has been left behind on pick up or during delivery as we will investigate and do our best to locate it. Most back orders or short deliveries are communicated to customers prior.
Missing, damaged or incorrect screens - Important Information!
Report any incorrectly made size of screens by filling out details below and provide the following: 1. Which item the screen is for? Height and Width 2. What is the size of the screen received? Height and Width Any missing or damaged screens must be reported within 24 hours as per Delivery Agreement Conditions. Damage on screens picked up from warehouse is not covered under the warranty once the product leaves the premises.
Please enter description of the issue you are reporting, include product name, size and any issues:*
IMPORTANT:
Please note we may require additional information such as photos or more detailed description of the issue. We will let you know if any further information is required to proceed with the service request. By submitting this form you agree that you have read and understood the Important Information guidelines and are aware that should you proceed with the service booking in the event of the service call out being due to installation or mishandling issues on customer's behalf, there will be a chargeable service fee of a minimum of $165+GST depending on the area of service and rectification work performed on site.
Please tick the box to indicate you agree:*
- YES

Service

Fly screen and fly door installation guide

Sliding Door Fly Screen

Awning Window Fly Screen

Double Hung Window Fly Screen (Coming Soon)

Sliding Window Screen (Coming Soon)

Sliding Door Barrier Screen (Coming Soon)

Warranty Servicing

Service Request

CUSTOMER DETAILS

SERVICE REQUEST DETAILS

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