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Based in Epping, Essex, Servo is a Vokèra agent; servicing, repairing and installing Vokèra boilers. We spoke to founder, Terry Rayner, to learn more about how Servo and Vokèra have successfully partnered for so long. Watch the interview with Terry on Vokèra’s YouTube channel.

Terry, you have a long history of working with Vokèra, can you tell us a bit more about that?

Originally, I worked for Claudio Guglielmucci, who founded Vokèra 40 odd years ago, when he was a heating engineer. He was always good to me, I appreciated that and it grew from there. I still know some of the people who’ve worked at Vokèra for years. I know if I’ve got a problem, I just need to get on the phone to them, or I can deal with it myself and know I will have their backing. It’s brand loyalty that’s built up over 40 years.

How has your relationship with Vokèra evolved over those years?

I started off as an installer, as Claudio had a plumbing business and he started importing boilers. Then I went to do my own thing for a while, before returning a few years later as an engineer at Vokèra. There was a change in emphasis in what the service department was doing, so we branched off to become a main repair agent for Vokèra. As the products have got older, we do replacements as well as repair and servicing.

When you are replacing boilers, do you have a preferred model that you like to use?

The Synergy is the primary boiler we use, and that has a 10 year warranty. Some customers ask for the Pinnacle with the 12 year warranty. Sometimes price is more of a factor, so then we will fit the Vibe MAX or the Easi-Heat i.

Is the length of warranty a key decision maker for customers?

That helps, as a lot of the customers we’ve got, we’ve had for years. So when we say “look, you need to start thinking of a replacement” they take what we say on board. Some of the Vokèra boilers we’re replacing are quite old now. I’m about to go and look at one that’s getting on for 30 years old, so if they’ve been well maintained, we’re confident they will last for an awfully long time. The longer warranty does help push people along for replacement boilers nowadays. They may still have to pay for an annual service, but they’re not going to be getting big bills for parts and this is definitely a driver. 

Are there any features of the boiler that stand out as particularly good both from the point of view of an installer and a customer?

We’ve been fitting Pinnacle and Synergy since they launched, so well over a year, and when we’ve been back to do the yearly services, customers have often said how pleased they are. Customers that use LPG, like those who live on residential park homes, they’re really pleased – the economic benefits for them with a new boiler have been enormous. From a non-standard gas point of view, people have been even happier. We may not be able to do anything about the cost of gas, but the amount they use with the Vokèra boilers is significantly less. 

In general, what do you think of the level of customer service from Vokèra?

We want to be able to deal with any issues quickly, and without really having to bother the customer; talk to customer service, book an engineer, get them out, get it sorted and then move on. Some manufacturers make it quite a drawn-out process, but Vokèra’s customer service department is always very amenable, we always get through quickly and sort out a solution.

Lastly, how valuable has the Affinity loyalty programme been for you and your business?

It’s pretty good. My wife and daughter work in the business and run the office; they usually trade the reward points we earn for M&S vouchers. I also won £500 in one of the Affinity 20 prize draws recently, which was very welcome! It’s a good thing, it all helps and makes you feel appreciated and part of the Vokèra family. Originally, Vokèra was very much a family firm and that’s still how I feel working with them now.

For more information on Vokèra’s Affinity loyalty programme, visit https://vokeraaffinity.co.uk