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A charge will be made where a call under the terms of the guarantee has been booked and a failure was not product related, or an engineer arrives and is not able to gain access. If a service call is booked, you or a representative must be present during the Engineers visit. The Dimplex Customer Service Department will be able to inform you whether the fault can be rectified by the provision of a replacement part or an on site visit by a Qualified Service Engineer. In the event of you needing to