Service & Maintenance FAQ's

If you are experiencing a problem with your automatic entrance, please check our common BDE errors as you may be able to resolve the issue without an engineer callout. In the event this doesn't help you, please fill out our Report a Fault Form.

There are certain periods when the level of calls we receive asking for help increases – opening and closing times, during bad weather and after the weekend – these are the common times when people discover that there is a problem with their door. But how do we manage this varying workload?
 
All calls are allocated a target response time that relates to the issue with the door. We use the information provided by our customers when they log the call to determine which bracket the call should fall into:

Critical emergencies are identified as:

• The door is fixed closed, cannot be opened manually or electronically and is the only door available
• The door is fixed open, cannot be closed manually or electronically and is the only door available
• The door poses a Health and Safety risk to personnel
• The door poses a security risk to personnel

We aim to attend to critical calls on the same day they are logged.

Urgent calls are identified as:

• The door will not function automatically, but can still be used manually
• The door has failed, but there are other doors available

We aim to attend to urgent calls within three working days

Routine calls are identified as:

• The door still functions, but may be making a noise or is not functioning smoothly
• The fault appears intermittently

We aim to attend to routine calls within seven working days.

We will also take into account other factors such as the building closing time. You can help us to correctly log your call by providing as much information when you log your call – more often than not, calls logged simply tells us that the door isn’t working!

In the first instance, an electrician should be called as we cannot fault find outside the door.

For example, if the keyswitch and sensors have no lights displayed, this is usually an indication that power isn't getting to the door.

Sometimes an engineer won't be needed to resolve an issue with your doors. For example when the activation sensor has a solid light constantly showing, this means the sensor has detected something different within the sensor field, which in turn, sends a signal to the door to open accordingly.

It is important to check the vicinity/perimeter of the door for anything that could be attributing to this such as:

• Cobwebs/dirt on the sensor
• Baskets/trolleys pushed too close to the door
• Merchandising promotion displays and seasonal decorations

Please ensure you have checked all of the above have been removed, as well as completing a reset of the doors.

Damaged Glass

Please contact a glazing company.

Roller Shutter Doors

Please refer to your contract specification details. If included within your contract, we will attend via one of our roller shutter door subcontractor partners.

Manual Doors

We only cover the automation aspect, so if the door has automation then we do. However, should there be an issue with wooden doors or hinges on warehouse doors, please contact your maintenance technician/fabric contractor.

Gates

Please contact a gate specialist contractor.

Lock

Only electro-mechanical locks (linked to operator) and shoot bolts (floor to ceiling in door). For manual key locks, please contact a locksmith.

It’s easy to forget about your Automatic Doors - They open for you every time and close behind you as you walk through as if by magic!  However, in reality, there are a number of things to keep in mind especially if you wish to get the maximum lifespan out of your investment.

    To find out some simple tips to help keep your door in good working order click here:

• Check for objects or debris that may be causing any kind of obstruction that you could clear away before they lead to larger problems or issues that could be avoided and may be costly
   
• Check there isn’t anything triggering or blocking the sensors – our engineers often find display banners, furniture or shelving placed too close to the door that stop the safe function
   
• Have a listen! When passing the doors, pause and listen to see if they sound different.  You pass the doors every day and will be familiar with how they sound.  Any changes will be noticeable and again can help you identify issues early on
   
• Have a professional servicing and maintenance contract in place with a reputable Automatic Door company really is essential as regular safety checks need to be carried out by a trained and authorised technician who holds BS7036 OR BS EN16005

By following these simple steps, you will help to improve the reliability and extend the life span of the gateway to your building.

our automatic entrance is just an entrance, right? That is, until it goes wrong! It helps to keep your people and business safe and secure.

It’s your first line of defence against our ever-changing climate. It’s the first impression that you give to your customers. It is an essential tool for protecting your assets. Your automatic entrance isn’t just an entrance, it’s an investment worth protecting.

Whether you have one door or multiple sites, our range of contracts is structured to offer you the level of service and support to suit your budget.

Whether you choose Standard, Proactive or Full care, our packages offer the following benefits:

• Protection for you and your business
• Help meet your legal requirements
• Complete budgetary control
• Keeping all products working safely and efficiently
• Prolonging the operational life of your products
• Reduced costs over lifetime
• Reduce downtime of your premises
• Prevent premature replacement of all products
• Identify when replacements are required

For information on our service packages click here

Not every issue with your doors will require an engineer callout. There are 11  common BDE errors you might experience with your doors, that you may be able to solve yourself without the need for an engineer. To see our video guides for these errors, click here.

Have you had a new door installed by Record in the last year?  To register for your 12-month part warranty please click here Warranty Registration Form