novoferm.co.uk Anmeldelser 4

My Novomatic 563S roller Garage Door (one of a pair) recently started to close incorrectly - bouncing open again by about 3-4 inches on most (but not all) closures; very annoying, as only a push to the top of the door from inside the garage would stop it from happening.

Checking there were no obvious obstructions on the track etc. I Googled, then rang their customer support for help.

I was forwarded to a lovely man named Tom, who explained it just needed it's "closed" position to be reset, so the motor knew when to stop closing.

He could just have sent me a PDF on how to do this (which he did anyway) but he got me to check the running track for issues, then patiently waited for me to get my coat from the house - it was a freezing day - so he could talk me through the procedure and finish the job in relative comfort.

The Garage Doors have been an excellent purchase (they are about 10 years old?) and thanks to Tom's help, should continue to do so in future.

Shame I have to leave any stars as they…
Shame I have to leave any stars as they do not deserve any.
I am now on my fifth roller door from Novoferm.
Every one of the is showing rubbing marks on the outside of the door. Final straw today was a new motor and controller were fitted this morning to my seven month old door that should have been fitted on initial installation but they both failed so the originals had to be used. This afternoon I tried to get the car out and the door failed to open under power so I tried the manual handle and that just turns on itself and does nothing. Now I cannot get the cars out and have had to ask a neighbour for a lift tomorrow. Absolutely shocking lack of quality. So much for German Quality, it does not exist! If you do not use Trustpilot now is the time too!

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.

Trying to find out the security level of a garage door over 2 months of communication, atrocious!