Customer service

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How to reach us, how long we take to answer, and what happens if something is not right. Everything here is in English, and so is the person at the other end.

How to reach us

• WhatsApp — the fastest route, and the best one from abroad. You can send photographs of the fault, of the meter or of the model plate, which often saves a visit. +34 657 068 444
• Telephone — +34 657 068 444, Monday to Friday 8:00–18:00 and Saturday 9:00–14:00, Spanish time.
• The form on the contact page, for anything that needs explaining at length.

All three reach the same person. There is no call centre, no ticket number and no account manager: you deal with the technician who will be doing the work.

How long we take

• WhatsApp and phone: within working hours, normally within the hour.
• The form: normally the same working day.
• Urgent jobs: we attend them. More on the emergencies page.
• Outside hours: messages are read the next working morning. If water is coming out, close the main stopcock and it will almost always hold until then.

From your first message to the finished job

• You tell us what is happening. In your own words, with photographs if you have them.
• We tell you whether it is our kind of work — and if it isn’t, we say so rather than take it on badly.
• The call-out charge is agreed before we set off, never on arrival.
• We see the installation and give a fixed written price. If something appears once it is open that could not have been seen, we stop and the decision is yours.
• We do the work, test it and invoice it, leaving the place clean.

Quotes, invoices and certificates

• A written quote before, broken down, so you can compare it with anybody else’s.
• An invoice after, always, with our tax details on it.
• A licensed installer’s certificate where the work requires one — we issue it ourselves, we do not subcontract the signature.
• A signed boletín de agua where a plumbing installation has to be registered or brought up to standard.

If you are a non-resident owner and need the paperwork sent by email rather than handed over at the door, say so and we will do that. More on how that works on our page for non-resident property owners.

If something is not right

Tell us, and tell us quickly. We stand behind the installations we carry out, and the sooner we know, the easier it is to put right.

• Send us a message with the invoice number, a photograph and a line about what is happening.
• We come back and look at it. If it is our work, we put it right.
• If it turns out to be a different fault, we tell you that plainly and quote for it separately — we will not charge you for the first thing under the name of the second.

We would rather hear a complaint than read one. A job that has gone wrong and been sorted out keeps a client; a job that has gone wrong in silence does not.

The online shop

Orders, delivery times, returns and payment for anything bought in the online shop are covered by the shop’s own terms. Those pages are currently in Spanish; if you would like any of it explained in English before ordering, ask us and we will go through it with you.

Who you are dealing with

Servicios de Reparaciones — Ángel Manuel Gómez López, licensed installer, in the trade since 1996. Office: C/ Metge Adolfo Quiles 3, 2nd floor, 03590 Altea (Alicante). Base: Camino la Vía Nueva 69, La Ñorica, 30850 Totana (Murcia), Spain.

Since 1996 we have worked across the Region of Murcia, the province of Alicante and the Almería Levante. More about that on about us, and the answers to the questions we get most on the FAQ page.