HCMF Operating Manual Page 21
10 Franke Service Commitment
Franke Foodservice Systems’ Technical Support Department and its third-party Service
Network are committed to meeting the unique service needs of restaurant operators worldwide.
Accordingly, we strive to provide the following response times to service requests for Franke-
manufactured equipment:
1. Provide contact with the customer:
– Within 30 minutes of request for service during normal business hours
– Within 90 minutes after normal business hours (including weekends)
2. Perform service visit:
– The same day for emergency service*
– Within 24 hours for standard service
3. Target a 90% “first call” fix rate
4. Provide 90-day warranty on the service performed
*An “emergency” is defined as an equipment operating condition that poses an
immediate risk to the safety of restaurant workers or customers.
This response time breakdown applies throughout the week and weekend. Due to varying
customer locations, and varying service agent locations and schedules, response rates may
occasionally be extended. In these situations, Franke Technical Support will work directly with
the customer to find mutually acceptable options. Franke reserves the right to use service
agents outside of the stated Service Network.
Service Network - United States & Canada
Franke provides 24-hour, 7-day (24/7) response to customer service requests, through its own
Call Center.
Whenever possible, Franke selects service agents who belong to the Commercial Food
Equipment Service Association (CFESA). This trade association currently has more than 450
members in the United States, Canada, Mexico and Puerto Rico.
When Franke cannot select a CFESA member, it nonetheless adheres to the CFESA standards
for qualified service agents in North America. Among them are:
• Provide 24 Hour emergency service
• Factory authorized for warranty service
• Employs factory trained and certified technicians
• Stocks & uses OEM parts
• Has system for communication with field technicians
Performance of service agents, including their parts stocking abilities, call response time,
service rates and customer satisfaction are monitored by the Franke Field Service Department
via online, written and phone surveys. This Service Network list is updated annually by Franke
Technical Support.
Contact Information:
Franke Technical Services
1-800-5FRANKE (1-800-537-2653); select option 2
Email: FS-TS@Franke.com
To Next Page
Loading...
Need help?
General
