F3Dn Service Manual Service Commitment/Section 1.2B
For Technical Support, Call 800-537-2653. Copyright
2006 Franke, Inc. All rights reserved.
The 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 fully supports and is a member of the National Service
Cooperative (“NSC”), the leading independent provider of factory-
authorized service in North America. Franke provides 24-hour, 7-days-a-
week response to customer service requests, through its own Call
Center and that of the NSC.
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:
•
24 Hour emergency service
•
Factory authorized warranty service
•
Factory trained and certified technicians
•
OEM parts availability
•
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. Franke Technical Support updates this Service Network list annually.
Contact Information:
Franke Technical Services
1-800-5FRANKE (1-800-537-2653); select option 5 or visit: [email protected]
