My item isn't working correctly - what do I do?

My item isn't working correctly - what do I do?

When an item isn't working correctly such as fridge not cooling or a pilot light in an oven won't stay lit, our process is to send the details to our supplier for that product and they will arrange a technician to perform a service call.

The first step is to check the product's manual. If a fridge isn't cooling enough, often that is simply because the set temperature is not low enough... there may be no fault with the fridge.

The next step is to ensure the equipment is thoroughly clean. Sounds over-simplistic but we have had many instances of fridges not cooling due to their air filters being clogged up or gas cooking equipment not working because the jets are covered in grease and the flames can't get through!

Once you have been through the product's manual and are sure the item is clean and operating within it's parameters but is still not functioning correctly, the next step is to submit a ticket or email with the following information:

Your Full Name
Business Name (where equipment is located)
Business Address
Equipment Brand & Model
Description of fault
Images of fault

Once we have this information, we will submit a service request with the appropriate supplier. Please note that Restaurant Equipment Online does not directly conduct service requests, all are completed directly by manufacturers.

We will submit your claim to the supplier and then stay on top of them to ensure your issue is resolved asap.

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