For us to achieve the outstanding customer service set out to we make sure a team of people are on hand to try and resolve any issues that either you or your installer may have. Our team are trained on a vast number of the products we offer and we will attempt to resolve these matters with you in house. For the rare time these issues cannot be resolved we will send a representative from either Premier bathroom products or the manufacturer providing the item is within warranty. Any site visit for products outside of their warranty period would be chargeable.