Tenants

Your landlord is a Pyrexx customer

It is particularly important for us to offer competent and uncomplicated customer service which can always be easily accessed and where you are at the centre, without any ifs and buts. To arrange an appointment, for information on our services, to make service orders and for the answers to all general questions, please contact one of our qualified service centre employees. They speak various languages and are available every day, around the clock on the following number: +49 (0) 30 8871 6067.

PSP End Customer Portal

Via our End Customer Portal, you can conveniently register service orders, enquire about the status of a previously registered service order, or simply give feedback to Pyrexx. In addition, you can learn important things about fire prevention and can download our operating instructions as a PDF or browse through our extensive FAQs.

FAQ Tenants

Dienstleistung

Montage

Do the technicians remove their shoes in each home they visit?
Our technicians have plastic shoe covers, so that sensitive floor coverings are not dirtied. Equally, the requirements of Muslims are also met.
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How can a Pyrexx technician be recognised?
A technician who works for us will always wear uniform work clothes. Bright red outer clothing with a small printed yellow Pyrexx logo on the chest and a large one on the back, with beige work trousers. They also wear a bright red baseball cap with a yellow embroidered Pyrexx logo. In addition, our technicians also carry ID with their name, a photo, the technician ID number, the Pyrexx logo, and, if applicable, the logo of our customer/of the landlord. In addition, each technician is instructed to carry their national ID card with them.
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What can the tenant/user do if the smoke detector has a fault?
With every installation and maintenance of our smoke detector the tenant/user receives a short set of instructions on how to use the detector from our technician. It contains the service hotline number of our 24-hour service centre, along with other contact information. If a smoke detector shows a fault, the tenant/user can call the service hotline on any day of the year, around the clock. During the subsequent conversation, it will first be determined whether or not there actually is a hazard present and if the fire service has to be alerted, as well as instructions on how to proceed in an emergency situation. If it is merely a case of a fault in the device, the caller, as far as it is possible and appropriate over the telephone, will be given instructions on temporary maintenance. If required, the nearest available service technician will then be assigned with the maintenance of the smoke detector via SMS text message. With our highly skilled staffing and service logistics in combination with our own specially created information technology, it is often possible to quickly and permanently rectify faults within a short space of time.
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Where should a smoke detector be installed? And where not?
As the sense of smell is not active in people an animals when they are asleep, and because two to four breaths of toxic smoke can lead to severed brain damage or death, it is important that a smoke detector is installed in every bedroom on the ceiling and as far as is possible in the centre of the room. Furthermore, detectors should monitor escape routes, such as corridors and stair wells, and be placed every four to six meters. Additional protection can be offered by also installing smoke detectors in rooms which are not used as bedrooms or escape routes, such as living rooms and dining rooms. Smoke detectors do not belong in the kitchen or bathroom, as environmental influences such as large amounts of steam can trigger an unwanted false alarm. The hallway outside of the kitchen is a good place to install a smoke detector, because the proximity to the cooker and at the same time the distance from it means that an alarm is only triggered in real situations. Smoke detectors should always be installed for every 25m² of floor space and the distance between the devices should, if possible, be less than 6m. “In a room filled with smoke the visibility is down to zero. You cannot see your hand in front of your face, let alone the exit. It is therefore important to be aware of a fire early enough, so that you can escape”. Wolfgang Weiden, Chief of Operations of the Bergisch Gladbach Fire Service.
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Why can a particular customer service which requires travelling be billed for?
Customer services are only billed when they are caused by third parties. Servicing due to a defective smoke detector is, of course, free of charge. Servicing can be billed for if the problem with the smoke detector has been caused by a third party (vandalism, theft).
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How is the maintenance organised?
In order to organise our service as inexpensively as possible for the landlord and therefore also for the tenant, we undertake the following: there are two set dates for the maintenance where we want to reach as many homes as possible by having as many appointments on the same date as possible, so that the costs for transport are kept as low as possible and ultimately therefore be able to offer the tenant very inexpensive maintenance services. - The first date for the maintenance takes place around 14 days beforehand and is announced via notices in the building. These first appointments always have time slots of two hours (e.g. 10 am – 12 noon), always in the period from 8 am to 3 pm and are primarily aimed at residents/tenants who are at home at this time (e.g. those who are not employed, housewives, senior citizens etc.) - If we are unable to see the resident/tenant during this first appointment or access to the flat has not been organised, we leave a notification card with a second appointment, which is set for 14-21 days after the first appointment. This second appointment also has a two hour time slot (e.g. 5 – 7 pm) always in the period from 3.30 pm to 7 pm and orientated to working people and residents who were not able to meet the first appointment due to other reasons (e.g. holiday). If we are unable to see the resident/tenant on the second appointment, we leave behind a further notification card, pointing out our customer service number. The resident/tenant can call our service centre and arrange an individual appointment. Such an appointment means an extra journey, for which we bill the customer at the same cost price, who can then bill the relevant resident/tenant.
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How often is the maintenance carried out?
The maintenance of the devices is carried out once a year as per DIN 14676. In this way, the optimum operational readiness of the smoke detector is always checked. Long maintenance intervals are not permitted in the above standard and would increase the danger of a smoke alarm either responding/alerting late in an emergency or not at all.
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How long does it take to carry out the maintenance for a smoke detector?
Due to the intensive optimisation of the processes in the maintenance workflow and supported by highly developed recording technology, the maintenance of a device today lasts less than two minutes. In our engineering department we have developed special tools which allow our technicians to mainly work without ladders. This saves valuable working time and leads to a clear reduction in the risk of a workplace accident. Due to maintenance methods developed by us, the time needed for the maintenance of a battery smoke detector can be reduced from 5-7 minutes to less than two minutes. The considerable overall time saving is a factor in us being able to offer our services at a very low price.
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What is done as part of the maintenance?
DIN 14676 defines the minimum scope of the maintenance for the user of the smoke detector, along with the installation location. So for example, it needs to be checked whether the device is undamaged, whether its air inlets are free of foreign bodies and the battery voltage is sufficient for another year. In addition, a test alarm should be carried out. With a great deal of care we perform what is demanded by this standard when we carry out our maintenance procedures. We check whether the smoke detector is still in its intended installation location, replace missing and damaged devices, carry out careful cleaning of the exterior of the device, so that no dust or foreign bodies can clog up the air inlets in the housing. We also check whether the device has sufficient battery voltage and perform a test alarm. For devices with a diagnosis connection, we read all of the performance and measurement parameters as well as the event recorder in the device and make the related diagnosis report as well as our proof of performance available to the customer via our customer portal.
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What environmental influences can trigger an alarm in the smoke detector?
As smoke detectors measure the transparency of the surrounding air by means of a photocell, gases which are very dense can trigger an alarm from the device. With dense water vapour and vapour from cooking, roasting, baking and grilling an appropriately high concentration of such gases in the surrounding environment of the smoke detector can set off an alarm as a precaution. Building dust, spray mist from spray painting, insect and room scent sprays which get into the smoke detector can also trigger an alarm and also contaminate the device. In a few cases, it has been known for an alarm to be triggered due to a strong through-draft or great variance in temperature.
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How does a smoke detector react to cigarette smoke?
As long as large quantity of cigarette smoke is not deliberately blown into the smoke detector from the immediate vicinity, then the device will not send out an alarm. We have intensively tested the sensitivity to cigarette smoke of the smoke detectors we use and have established that even when there are numerous smokers in a small room, the device seldom triggers an alarm.
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How does a smoke detector work?
Inside the smoke detector there is a smoke chamber which contains an infra-red diode which emits a permanent light, which usually does not hit the light-sensitive photocell. If smoke particles enter the measurement chamber, the light from the infra-red diode is reflected is such a way so that it hits the highly-sensitive photo element. The electronics behind the optical measurement process interprets this as a risk of a fire. An alarm is then triggered. Who would go for two years without cleaning their car windscreen? Martin Dohmeier from Pyrexx GmbH. Everyone knows the situation: a film of dirt which impedes vision builds up on the inside of the windscreen after a few weeks. In the same way, ambient gases such as nicotine and particles of grease build up on the light-sensitive measurement components in the smoke detector, which lead to a gradual deterioration of the device's performance. In the worst case, this can mean that the measurement electronics are already heavily impeded after around 18 months and the smoke detector reacts to a fire only with a long delay. The consequence is that people may be injured or even killed! A high quality smoke detector always sends out an alarm at the same level of smoke density, recognises its level of contamination and gives out an acoustic signal which indicates its state at an early stage before its function as a warning device is endangered through a build up of dirt. Despite such technology, checks still have to be carried out as part of a careful maintenance regime to determine whether the device is undamaged, that the electronics are intact and above all that the air inlets are free of foreign bodies.
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