Service Request Form
We're sorry you are experiencing issues with your equipment.
Please follow these steps to arrange a service call:
Please follow these steps to arrange a service call:
1. Please complete the service request form below
2. Please allow one business day for our Resolutions team to submit your request to the brand manufacturer's service team.
3. You will be contacted within 2 business days by a service technician to schedule their visit.
4. If any part is needed to be ordered to resolve your issue, our resolutions manager will send a daily follow up to the supplier to know the ETA of the replacement part and keep you updated.
2. Please allow one business day for our Resolutions team to submit your request to the brand manufacturer's service team.
3. You will be contacted within 2 business days by a service technician to schedule their visit.
4. If any part is needed to be ordered to resolve your issue, our resolutions manager will send a daily follow up to the supplier to know the ETA of the replacement part and keep you updated.
SERVICE REQUEST PROCESS NOTES:
- Service calls will only be completed during business hours
- All warranties and service calls are conducted by manufacturers' technicians and sub-contractors. Restaurant Equipment Online will submit your details directly to the manufacturers' service teams and assist in achieving a speedy resolution to your issue.
- Please ensure that at the time of submitting this form, the equipment is under warranty, equipment is clean, equipment is accessible and has not been misused.
- Please ensure that when the technician arrives at your premises, equipment is connected to power and/or gas. If not connected and therefore preventing technician from completing their job, you will be charged a callout fee.
- For any refrigeration service requests, please ensure the condenser filter has been regularly cleaned in accordance with the product manual/instructions. Technicians will immediately void your warranty if they see the filter has not been kept clean and is therefore restricting airflow to the cooling system.
- Repairs, replacements or refunds are at the final discretion of the product's manufacturers, in accordance with Australian Consumer Law.
- Our priority is looking after our customers and ensuring your equipment is working well at all times. We are your direct line of communication between manufacturers and conduct a large amount of behind-the-scenes work to get issues resolved as quickly as possible. We simply request that you remain patient while we work together to get any issue resolved.
- If you are not satisfied with a technician or outcome of a service call, we will happily put you in touch with the specific manufacturer's service team to escalate your inquiry.
- If you have hired a third-party technician to assess or fix the unit within the warranty period, you MUST provide a tech report prior to us proceeding with the warranty process. Unauthorized access or repairs may void the manufacturer's warranty.
- Manufacturer's warranties do not guarantee returns, replacements or full refunds.
- Submitting the warranty form means that you agree to comply with our warranty process and and terms