H+K Corporate - 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 MYFLO. Jobs logged via MYFLO are sent to H+K Service team for verification, if it is warrantable it will be sent to the Service Agent as a warranty job. When logging a job on MYFLO the store is to provide: • Ensure the fault is recorded against the correct piece of equipment • The serial number MUST be provided, or there is a risk it will not go through as warranty. • 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)

The following information is available on the MYFLO job card 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.

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Version 3.16 Issued 29 th of October 2024

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