Franke HCWF-28 - Franke Service Commitment; Service Response Time Goals; Service Network and Agent Standards; Technical Support Contact Information

9 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% “rst call” x rate
4. Provide 90-day warranty on the service performed
*An “emergency” is dened 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 nd 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 qualied
service agents in North America. Among them are:
– Provide 24 Hour emergency service
– Factory authorized for warranty service
– Employs factory trained and certied technicians
– Stocks & uses OEM parts
– Has system for communication with eld 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.
U.S. & Canada Contact Information:
Franke Technical Services
1-800-5FRANKE (1-800-537-2653); select option 2
Email: fs-ts.us@Franke.com
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