SERVICE EXPECTATIONS
11
Service Philosophy
For over sixty years, Carter-Hoffmann has earned a reputation for manufacturing rugged and
dependable foodservice equipment that permits foodservice professionals serve better food
products to more people, and thus, grow their business.
Our goal is not only to provide the best food service equipment for the price, but also to back it up
with after-sale service that is responsive, fast, efficient and professional. Carter-Hoffmann products
are innovative and efficient. They are easy to use, easy to clean and easy to maintain. Although the
products are quite reliable, they are also designed to be easy to repair when necessary.
We believe that a malfunction to a Carter-Hoffmann product should cause as little inconvenience to
the customer as possible. Our goal is to provide the same day service or within 24 hours and strive
to fix it the first time. We are dedicated to making every aspect of our customer service the standard
by which others are judged.
End-User Responsibilities
While we all strive to serve our mutual customers as well as possible, we remind the end-user
(and their employees) that they also have some responsibilities.
1. All shipping damage must be noted on the freight bill when the shipment is received. Any freight
damages must be collected from the Freight Company, NOT Carter-Hoffmann.
2. The end-user should be advised beforehand to carefully unpack and inspect all products when
they are received BEFORE SIGNING THE SHIPPER'S RECEIPT OF DELIVERY.
3. The end-user must provide a safe, dry, level surface for the equipment to be placed upon.
4. The end-user must provide the proper electrical supply. All in-wall electrical modifications are to
be completed by a licensed electrician. All building modifications are the responsibility of the end
-user. Specification literature changes frequently, please verify proper installation is possible.
5. The end-user must operate, clean and maintain the equipment in accordance with the
procedures described in this Operation Manual.
6. Carter-Hoffmann is NOT responsible for any loss of the customer’s income, loss of food product,
extra labor charges, or any other incidental or consequential costs as a result of the malfunction
of our product.
7. The end-user shall allow for on-premises repair of the equipment to be completed at a mutually
convenient place and time.
Warranty Service
1. Warranty service is to be
initiated
by authorized Carter-Hoffmann personnel only, please call
Carter-Hoffmann directly and we will take care of everything.
2. The service provider is
NOT
authorized to change or extend any of the terms or conditions of our
warranty.
3. Initial freight damage is
NOT
covered by the product warranty.
Confidentially
1. The end user and all his employees and sub-agents shall protect and keep confidential Carter-
Hoffmann’s proprietary designs, information, and knowledge.
2. All literature and informational materials provided by Carter-Hoffmann are to be considered
confidential; they remains Carter-Hoffmann’s property; and are not to be reproduced without our
prior approval
NOTE:
The technical content of this manual, including any wiring diagrams, schematics, parts breakdown illustrations
and/or adjustment procedures, is intended for use
ONLY by qualified technical personnel
.
