H+K ANZ - Warranty Guidelines

Warranty Guidelines

H+K administer the agreed warranty terms and conditions on behalf of the Original Equipment Manufacturer (OEM).

From time to time H+K may need to update this document to ensure accuracy of information.

1.1

Logging a Warranty Job

Warranty jobs must be logged via eTech. Jobs logged via eTech are sent to H+K Warranty Admin team for verification then to a store approver – this all happens before the job can be sent to an approved Service Agent. When logging a job on eTech the store is to provide: • Ensure the fault is recorded against the correct piece of equipment • Detailed fault description including any error messages displayed, how long the fault has been occurring for and any troubleshooting that has been attempted • Manufacturing number (microwave only) & series number (Intelliserv unit only)

The following information is available on e-Tech for the Service Agent:

o Warranty Job Number o Model Number o Serial Number o Detailed Fault Description as reported by caller o Store Contact Details

For all warranty jobs logged through H+K the Service Agent is to invoice H+K for the full amount – the store is not to be invoiced by the Service Agent for any part of the work

1.2

Response Time

This is the time between the initial call from H+K (or the Restaurant) to the first corrective action taken by the Service Provider. First corrective action could be anything from telephone troubleshooting resolution, to a mutually agreed time to attend the restaurant, or the service person arriving at the restaurant. 1. Major Fault – initial response time requirement is 30 mins and time on site requirement is 4 hours 2. Minor Fault – initial response time requirement is 4 hours and time on site requirement is 24 hours 3. Next Visit – this is to be done when the agent is next in the store

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Version 15.9 Issued 13 th June 2024

Once Printed or saved, this document is considered an uncontrolled version. For the current version, refer to Warranty Guidelines online here