Installation, maintenance and warranty

Every request is reviewed first against the brand, the model, the availability of expertise and the availability of parts — so the answer differs from system to system rather than following one blanket rule. The fastest way to find out: send the system type, brand and model. Recording those accurately is what prevents an unsuitable visit.

System type (solar, boiler, heating, heat pump), brand and model if they are printed on the unit or in the warranty papers, roughly how old the system is, and a detailed description of the problem: when it happens, whether it happens every time or only sometimes, and whether there is any noise or leak. Photos help a great deal.

Requests from every governorate are received and reviewed — the appointment and the extent of coverage are then confirmed against the location and the service type. There are also dedicated pages for the areas we serve most. The most accurate answer comes once you name the area, because coverage differs between scheduled maintenance and an emergency call.

That is determined by the product, the installation date, the warranty terms and the service record — not by a single blanket rule. The factory warranty covers tanks and collectors, and Aurora provides an installation and commissioning warranty. When you request service, include the invoice number or installation details if you have them, and keep warranty work on the approved route so the service record stays intact.

Scheduled maintenance is a preventive inspection booked by appointment, and its scope depends on the system: on a solar heater we check leaks, heating performance, the circuit, the tank and the components according to the model and the state of the system; on a gas boiler we diagnose operation, ignition, ventilation, circuit pressure and the hot-water or heating connection. The aim is to replace a wearing part in time, before it takes the whole system down. Emergencies are for a stopped system, a leak or a hazard, and they take scheduling priority. Say which one you need when you request it.

First: record the symptoms and the error code if one is showing, exactly as it appears — that alone can save a full diagnostic visit. If water is leaking, close the supply valve. If you smell gas, close the gas valve, open the windows, do not operate any electrical switch, and call the gas company immediately. Beyond that, do not attempt to open gas, electrical or pressurised parts yourself — customer service will guide you to the safe step.

Activation happens after installation from the warranty activation page, using the system details and the installation date. Register it at the time even if nothing is wrong — late activation makes it harder to prove when the period started.