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Customer Support Our address: Unit 8c, Castle End Business Park, Ruscombe, Berks, England, RG10 9XQ
NOTE: PLEASE DO NOT SEND ANY RETURNS HERE AS THEY WILL BE REFUSED!
For customer support please see our frequently asked questions section below. If this doesn't resolve your query then please call our main office number. If you have not received your order within a few days and have not heard from us please contact the main office number. |
|  | Download our 2010 price list revised on 1st April for new 2010 products. |
| | | Credit Account Application Form Download credit application form as pdf from here. We will consider you for a credit account if you are a genuine trade electrical reseller doing a minimum of £1000 per year trade with us, will order one sample fan and will do an annual credit check on you. The first order must be paid for in cash. |
| Customer Support & Warranty Issues - FAQ Q. My fan is more than one year old and has developed a fault. Is it covered by the Hunter lifetime warranty?
A. No. The lifetime warranty covers just the motor and not anything else. Hunter motors are extremely reliable which is how we are able to offer such a warranty. Very occassionally your fan may stop working as a result of a power surge or being incorrectly installed. These situations are not covered by the warranty. There are also a few fans that only have limited 10 year warranties.
Q. Can you troubleshoot the problem with my fan?
A. Yes we can try as there are very few things to go wrong. Please email Craig@americanfan.co.uk with your problem and details and he will try to get your problem resolved. If he cannot solve it immediately he has contact with the right people in Hunter USA to ensure a resolution is reached.
Q. Do you stock spares?
A. Yes we do stock a wide range of spares and certainly the commonly used ones for current and some discontinued models. If we don't have them in stock then it can take up to 3 months or so to get them and if the model is discontinued and we are out of stock then we probably are unable to help.
Q. Will you pay for electricians fees for fixing my fan?
A. If it is less than one year old and the fan develops a fault we will identify what the fault is and either send you the part and pay a local electrician to fix it (if it requires a complex wiring fix). If it is simply a part missing or a remote not working we will send you the part. If it is a major problem then we will replace the unit and send the unit for detailed testing and analysis. If it turns out to be due to an electrical surge or incorrect installation then the second unit will need to be paid for. In line with other distributors we will not pay the electrician's costs to uninstall and reinstall the replacement - although this happens vary rarely.
Q. I bought my fan in another country from another Hunter agent and it has now developed a fault. Will you fix it for me?
A. We will try to assist you and can sell you the spares you need. However other countries stock different models so we probably won't have the spares. The Hunter warranty does not cover fans that have been moved to new locations or countries so if you purchased it outside of the UK then go back to your original retailer, their distributor or Hunter HQ in the USA. We will only entertain warranty claims for fans purchased from us or our resellers.
Q. I can buy a Hunter fan much cheaper in the USA. Why is that?
A. The fans we sell are for the 240v European market. They have undergone separate development, testing, approvals etc to comply with EC standards. The costs of shipping, import duty, warehousing, staff, selling, support and courier costs are all much higher here than in the USA often by a factor of 100%. Additionally, we have higher taxes and a much smaller market here so our marketing costs are much higher. We could compromise on quality, service and support but we believe that for long term success our customers will respect our presence, a successful business combined with the Hunter brand and quality. We make a modest profit as we plough back our revenues into making our business better for our customers. Our prices are in fact cheaper than a lot of other European countries.
Q. I can buy a ceiling fan for £15 in my local DIY shed. Why are yours 10 x that price?
A. You need to compare apples with apples. Read through the About section of this site where we try to explain what innovations and quality are built into the product. Now ask your DIY shed - if you can find anyone who knows the first thing about ceiling fans - whether any of these features exist in their products. Many cheap fans fail after 15 months, just outside of the statutory 1 year electrical goods warranty period or else develop annoying hums, vibrations or wobbles in addition to not moving air efficiently. The true cost of installing such "junk" will dwarf a sensible investment in a quality ceiling fan such as Hunter effectively losing your money. The economics don't stack up - you simply cannot buy a BMW for the price of a Daewoo.
Q. Can I use a fan that I purchased from the USA in the UK?
A. No as the voltage is different. You could use a transformer but European safety and electrical standards are different to US ones so we would not recommend it.
Q. Am I able to return a fan if I don’t like it or don’t like the finish?
A. Yes you can but there is a standard 25% restocking charge which will be taken from the refund.
Q. May I have a different color blade than the one specified?
A. If the two color options are not suitable we do have a supply of different color blades that can be purchased as an extra. They are fan specific so for example if you ordered a Seville and not happy with the blades you can select a set of blades from a different Seville.
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| Technical Support We aim to provide a free email based technical support service and carry a range of the most common spares required to keep your fan running should a fault develop. Please note that the warranty covers the motor only for product failure. Damage caused by other means such as water, electrical surges, earthquakes and other acts of God are not! Other electrical faults with remotes etc are covered for one year. Damage or faults with blades etc is not covered.
For technical support please follow this procedure:
1. Read our frequently asked questions section below first which covers most of the common problems experienced.
2. If your query is not answered then please fill in the form below and email to craig@hunterfan.co.uk. He will email back normally within 1-2 working days.
3. If you still need help then call him on the sales office number. NB He will not take calls unless the form is filled out with the essential info below. If your call is very urgent then please email this form first and then call Craig.
Exception: If you have just purchased a fan from us and are having trouble installing it (ie under a week from purchase) then you may call us without having to fill in the form.
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|  | Technical Support Request Form Please download the form below or cut and paste this form into an email, complete it and return it to craig@americanfan.co.uk with Technical Support as the subject line. |
| Technical Support - FAQ Go to FAQ at Hunter's USA website.
Q. Can I have remote control and wall control at the same time?
A. No. You need to decide what is the best option for you before installing the fan as using both would not let the fan work properly.
Q. Will one remote control operate several fans?
A. Yes. One remote control will operate more than one fan and can in fact control up to 8 different fans but you will need to have a receiver in each fan to do this. You would need to order extra receivers if you intend to do this if it is a fan that doesn't come with a remote control.
Q. Will one wall control operate more than one fan?
A. No. You will need one wall control per fan.
Q. Are all the fans able to work in the UK without adjustments or transformers?
A. Yes. All the fans we offer have already been adapted for the UK and Europe so there is nothing extra that you need or that you need to do for their operation.
Q. Could I cut the drop rods down to different size?
A. Yes. You will need to make sure you are able to cut through the pipe but also be able to drill a 8.5mm diameter hole through both sides of the pipe for the pin to hold the trilobular ball in place.
Q. May I add a wall control to my existing electric circuit?
A. The wall control will require 4 core wiring. This means it will need to have 1 x Earth, 1 x Neutral and it will need 2 x Live wires. The wall control cannot be used alongside any other lighting systems.
Q. If I have an Outdoor Element fan can I have the wall control outside?
A. No the wall control is not for outdoor use so would need to be inside.
Q. How do I reset the remote control receiver?
A. To reset the remote control receiver please follow instructions below:
1- Turn off the mains.
2- Undo the 3 screws in the top canopy and lower it. There you will see the receiver be it black or white.
3- Disconnect the receiver from the mains and attach the fan directly to the mains
4- Turn on the mains and use the pull chains. Set the fan at the highest speed and turn the light on if you have one.
5- Turn the mains off
6- Reconnect the receiver to the mains do not touch pull chains from now on.
7- Fan should come back on in full speed and with the light on so from there you can use the remote transmitter or handset.
If it still does not work and the receiver is black you will then have to decide to buy new remote control pack or use pull chains for future use. At this point if you decide to use pull chains then you can disconnect the receiver and use them.
If it is a white receiver with a code of 24796 or 24756 then you will need to order just a receiver.
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