Superior Products is a distributor of restaurant equipment and supplies, available to you with wholesale pricing. We sell products manufactured by a variety of companies, and many of the products we sell have manufacturer warranties included. Some larger pieces of foodservice equipment also have extended warranty options. Today, we will discuss in general some warranty related information, and provide you with some guidelines about what is usually covered under warranty and what is not. When making a purchase of large equipment, such as restaurant ranges or commercial gas grills, it is important to understand what type of warranty you are getting with your product.
When we sell a piece of kitchen cooking equipment, or bar equipment, or any other foodservice supplies, we honor the warranty provided to the customer by the manufacturer. This warranty identifies the the time period of the warranty, the conditions in which the product is covered, and the terms of resolution of issues covered in the warranty. For example, a five well food warmer may have a one year warranty against defects in workmanship. Under the warranty, the manufacturer has a network of service agencies set up to provide service at no charge to the customer, in the customer's place of business, during normal business hours.
Be aware that warranty is generally for repair, and not replacement. In other words, a company will usually attempt to repair a new piece of equipment if it is defective, rather than sending out a replacement.
WARRANTY SERVICE ON REFRIGERATED EQUIPMENT
The warranty provided on Superior private label refrigeration equipment, such as double
door refrigerators, allows a customer to have their equipment serviced by a reputable local service center that deals with commercial kitchen equipment. This local service company may be approved under warranty for equipment made by other vendors, but some vendors require use of a service center within their own network. Arctic Air, Manitowoc, Hobart, and Scotsman are examples of this.
Most refrigeration companies carry separate parts, labor, and compressor warranties. For example, a warranty on an ice machine might be 3 years parts, 3 years labor, and 5 years on the compressor. These warranties may have limitations such as work performed after normal business hours (overtime), shipping costs for return of defective parts or shipping of new parts, and trip charges.
STEPS TO TAKE PRIOR TO CALLING FOR SERVICE
WORK AND PARTS GENERALLY NOT COVERED BY WARRANTY:
When we sell a piece of kitchen cooking equipment, or bar equipment, or any other foodservice supplies, we honor the warranty provided to the customer by the manufacturer. This warranty identifies the the time period of the warranty, the conditions in which the product is covered, and the terms of resolution of issues covered in the warranty. For example, a five well food warmer may have a one year warranty against defects in workmanship. Under the warranty, the manufacturer has a network of service agencies set up to provide service at no charge to the customer, in the customer's place of business, during normal business hours.
Be aware that warranty is generally for repair, and not replacement. In other words, a company will usually attempt to repair a new piece of equipment if it is defective, rather than sending out a replacement.
WARRANTY SERVICE ON REFRIGERATED EQUIPMENT
The warranty provided on Superior private label refrigeration equipment, such as double
door refrigerators, allows a customer to have their equipment serviced by a reputable local service center that deals with commercial kitchen equipment. This local service company may be approved under warranty for equipment made by other vendors, but some vendors require use of a service center within their own network. Arctic Air, Manitowoc, Hobart, and Scotsman are examples of this.Most refrigeration companies carry separate parts, labor, and compressor warranties. For example, a warranty on an ice machine might be 3 years parts, 3 years labor, and 5 years on the compressor. These warranties may have limitations such as work performed after normal business hours (overtime), shipping costs for return of defective parts or shipping of new parts, and trip charges.
STEPS TO TAKE PRIOR TO CALLING FOR SERVICE
- Consult the owner's manual. For easy access, tape this to back of unit.
- Verify proper electrical connection when applicable. Check voltage of unit and plug connection. Make sure circuit breaker is working, and equipment is in "ON" position.
- Verify gass connection when applicable. make sure that unit is in "ON" position and that the pilot light is burning.
- Check for safety devices that prevent unit from operating properly, such as an open door, or unit not sitting level on surface.
- If all of these things have been checked and unit does not work, contact our Customer Support department.
WORK AND PARTS GENERALLY NOT COVERED BY WARRANTY:
- Installation costs, such as hardwiring, electrical hook ups, plumbing, gas connections,etc.
- Issues reulting from incorrect or improper installation.
- Issues resulting from frieight damage.
- Normal maintenance or routine upkeeping, such as cleaning.
- Modifications made to original equipment or supplies.
- Neglect or abuse of equipment.
- Adjustments or calibrations made, such as leveling.
- Mileage incurred, travel time, and trip charges by service agent.
- Equipment operated in manner contrary to manufacturers recommendations, including installation and operation of equipment.
- Loss of product as a result of equipment malfunction.
- Shipping and handling costs for replacement parts.
Generally, smaller pieces of equipment have a "carry-in" warranty that requires the owner to bring or send the equipment to the nearest service center. "On-site" service work is usually required for larger pieces of equipment such as refrigerators, gas deep fryers, and commercial griddles.
When calling for service be sure to have the following information ready. This will help expedite getting the service you need for your equipment.
- Type of equipment
- Manufacturer's name
- Model and serial number
- Date of purchase
- Best times to work on equipment
- Details about problem, and whether it is recurring
- Degree of urgency
- Contact name and information
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