In order to log a Service Call / Warranty Service Call with the Winterhalter Service Department, the Customer must provide
Winterhalter with the following information. Winterhalter can refuse to place a Service Call / Warranty Service Call if the below
information is not provided in full:
i. The Customers’ full business name (to be invoiced) – i.e. the name of the café / restaurant / company *
ii. The Customers’ full address – i.e. the address of the café / restaurant / company (site) *
iii. The relevant site contact(s) and their best contact number(s) and email address **
iv. An email address for the Customers’ Accounts Department / Accounts Manager **
v. All relevant machine details – make, model, serial number ***
vi. Proof of machine purchase
vii. Credit Card number and expiry – VISA or MasterCard (Prepaid accounts only) (please see next page)
viii. A brief description of the issue with the machine(s)
ix. Proof of extended Warranty, if applicable
It is the responsibility of the Customer to ensure that all information provided to Winterhalter is correct. Please note that all personal
information supplied in connection with the Service Call / Warranty Service Call request will be collected, held, stored and disclosed
in accordance with Winterhalter’s Privacy Statement.
* In the event that Winterhalter attends the incorrect location due to misinformation provided by the Customer, full charges for time
of attendance will be applicable regardless of Warranty status.
** Customers should ensure that an appropriate email address is provided so Winterhalter can maintain contact concerning Service
requests and invoicing post-service.
*** Customers must be able to identify the Model and Serial Number of their unit so that Winterhalter can identify their unit, its
Warranty status and monitor and maintain a history of services for that particular unit.
A Service Call / Warranty Service Call will not be placed until all the above information is gathered OR exceptional circumstances have been identified to waive the requirements (only where approval by the Service Department Manager is given).
This Pre-Deposit Policy is only applicable to Prepaid Customers. Please disregard this Pre-Deposit Policy if your business formally holds
a 30-Day Account with Winterhalter (officially approved by our Accounts Department).
It is a strict requirement that the Pre-Deposit Policy is abided by all Prepaid Customers wishing to place a Service Call / Warranty Service Call.
Warranty Service Calls
i. In order to place a Warranty Service Call, a Pre-Deposit of $357.50 incl. GST (Service Call + 1 hour of Labour) is required to be settled prior to a Service Call time and date being confirmed.
ii. The appropriate form of settlement is payment via VISA or Mastercard transaction only.
iii. The purpose of the Pre-Deposit is to act as a ‘security bond’ in the event that the Warranty Terms & Conditions have been breached. For example, if it is determined by the attending technician that the reported issue is due to incorrect installation by a non-Winterhalter technician, misuse, mishandling, lack of daily maintenance, incorrect chemical usage, issue external to the unit (e.g. plumbing / electrical issue) etc., the Service will be deemed fully chargeable and the Pre-Deposit will not be refunded.
iv. In the event that the service is deemed not covered by Warranty: The Pre-Deposit will settle the Service Call-Out and the first hour of ordinary Labour. All additional labour and spare parts, if any, will be settled post-service utilising the same card provided for the Pre-Deposit.
v. In the event that the attending technician deems the issue / cause to be covered by the Warranty Terms & Conditions, the Pre-Deposit will be fully refunded post-service. Please allow up to 48-72 hours for the refund to show in your bank account.
vi. Winterhalter reserves the right to refuse to honour a request for a Warranty Service Call unless the Pre-Deposit of $357.50 incl. GST is fully settled.
Non-Warranty Service Calls
i. In order to place a standard Service Call, a Pre-Deposit of $357.50 incl. GST (Service Call + 1 hour of Labour) is required to be settled prior to a Service Call time and date being confirmed.
ii. The appropriate form of settlement is payment via VISA or Mastercard transaction only.
iii. The Pre-Deposit will settle the Service Call-Out and first hour of ordinary Labour. All additional labour and spare parts, if any, will be settled post-service utilising the same card provided for the Pre-Deposit.
iv. Winterhalter reserves the right to refuse to honour a request for a Non-Warranty Service Call unless the Pre-Deposit of $357.50 incl. GST is fully settled
Payment by Customers under a Prepaid Account status
Any charges that are beyond that which the Pre-Deposit covers (Service Call + 1 hour of Labour) will be settled post-service by Winterhalter, who will utilise the same credit card provided for the Pre-Deposit settlement.
If you have any concerns about additional possible charges to your card, you should contact the Service Department prior to a service call been attended.
In the event that your card(s) decline any further transaction by Winterhalter (e.g. for additional labour or spare parts), your account will be left on ‘STOP’ and no further service requests will be honoured until those additional charge(s) are recovered.
We will provide you with an Invoice and a copy of all approved receipt(s) to your nominated email.
Payment by Customers under a 30-Day Account status
Customers who hold a formal 30-Day Account with Winterhalter will receive an Invoice post-service for all relevant charge(s). The
minimum charge by Winterhalter is $357.50 incl. GST (which includes the Service Call fee and 1 hour of Labour).
Please settle the Invoice within 30 days by sending an EFTPOS remittance to accounts@winterhalter.com.au.
Customers that fail to provide payment within 30 Days of the Invoice date, will be left on ‘STOP’ and no further service requests will be honoured until those additional charge(s) are recovered.
If a Customer would like a purchase order referenced on the Invoice, they must ensure to advise the Service Coordinator at the time of request of the relevant purchase order number. If the site contact fails to provide a purchase order number, it should not be assumed that it is the responsibility of Winterhalter to contact another person(s) to obtain the same.
Attn: Prepaid Customers
If you would like to apply for a 30-Day Account: Please write to our Accounts Department via accounts@winterhalter.com.au requesting an Accounts Application Form.
Until the Application is formally approved (if entitled), the Customer will remain under a Prepaid Account.
Please allow up to one week for your Application to be processed. If approved you will be informed by email.
The Winterhalter Machine Warranty Period is as follows below *
1. Winterhalter branded units: 24 months from date of purchase
2. Classeq branded units: 24 months from the date of purchase
3. Winterhalter & Classeq spare parts: 3 months from the date of purchase
(*To the maximum extent permitted by law, the above Warranties shall replace all other representations or warranties (statutory, express or implied) and all such representations and warranties (except any which may not be lawfully excluded) However, nothing innthis Service Call Policy excludes, restricts or modifies, or is intended to exclude, restrict or modify any guarantee, condition, warranty, right or liability implied by law which cannot lawfully be excluded, restricted or modified).
Customer Responsibilities:
1. Customers who request a Service Call / repair outside of the Warranty Period should be aware that any service(s), regardless of nature, will be fully chargeable.
2. Customers who request a Service Call / repair within the Warranty Period should be aware that the service is subject to Winterhalter’s Warranty Terms and Conditions and, in the event that the Warranty Terms have been breached, the service will be fully chargeable.
3. Customers should take all care to perform Daily Maintenance of their unit as outlined in the Operating Manuals to ensure the Warranty Terms and Conditions are not breached.
4. Customers should take care to operate the unit in an appropriate manner that avoids mishandling or misuse to ensure the Warranty Terms and Conditions are not breached.
5. Customers should take care to ensure that all work performed on their unit(s) is performed by Winterhalter approved technicians to ensure the Warranty Terms and Conditions are not breached.
6. Customers should take care to use appropriate Winterhalter branded chemicals in their Winterhalter unit to ensure the Warranty Terms and Conditions are not breached.
7. Customers should take care to ensure no external factors outside the unit, such as plumbing or electrical issues, can cause damage / issue to the unit, to ensure the Warranty Terms and Conditions are not breached.
The above list should not be assumed to be a complete list.
1. All equipment supplied by Winterhalter is covered under a Winterhalter or manufacturer’s Warranty for the period specified by the manufacturer or as listed on the Winterhalter web site.
2. In the event of Warranty claims, Winterhalter will repair or replace defective parts and workmanship subject to the conditions below.
3. Warranty Repairs: All warranty repairs are performed by Winterhalter or contractors employed by Winterhalter. Warranty work will only be carried out during the hours of 08:00am to 04:00pm Monday to Friday. Any work carried out before or after the warranty hours will be charged accordingly.
4. Proof of Warranty: It is the Customer’s responsibility to provide proof of warranty, i.e. place and date of purchase, model
and serial number and date of installation, otherwise delays in repair may be encountered.
5. Delivery: It is the Customer or Dealers responsibility to deliver equipment supplied for Repair. Winterhalter will not accept
any associated freight or insurance cost, risk or liability for storage, handling and transport of Customers Equipment outside of
Winterhalter premises.
6. Returns: Winterhalter will bear the responsibility of returning the Equipment to the Customer or dealer using a Winterhalter
nominated courier.
7. No fault found: In the event that no fault is found with the Equipment, or that “Faults” are attributed to incorrectly
installed equipment by a contractor other than Winterhalter nominated persons then a minimum service fee of $357.50 incl.
GST and freight cost may be charged.
8. Disclaimers: The following circumstances are not covered by Warranty:
a. Component failure due to the following conditions
•
Water quality above 3ºd German Hardness (54ppm).
•Chlorides (Cl-) above > 50 mg/l (50 ppm).
•Chorine above > 0,2 mg/l for all osmosis machines/
•On site hot water incoming feed temperature above 55º C.
•On site water pressure under 200Kpa or above 500Kpa.
•On site ducting not within Winterhalter & Classeq’s specification.
•Contamination of the incoming water supply with foreign matter.
b. Water, waste and transport obstructions
•Integral drain pumps blocked with foreign matter.
•Any blockages what so ever within the drains and waste pipe work of the building.
•Foreign matter within the main wash jets or final rinse nozzles leading to poor washing results.
•Blocked pressure cups or float switches within the wash tank caused by grease and dirt contamination due to poor cleaning.
•Rack or flight transport machine drive motors jammed with cutlery items or other. materials caused by negligence in loading by the operators.
•Water must be of drinking water quality.
c. Site related issues
• Problems associated with inconsistent electrical phasing or loading from the customer’s distribution board or at the localised isolator.
•Service calls as a result of an incorrect installation, diagnosis or adjustment by a chemical supplier.
•Service calls to chemical dosing pumps mounted externally to the machine that have been supplied and fitted by third party suppliers, and which has prompted a call out for poor results.
| Service Call: Where service is to be performed: 8.00am to 4.00pm Monday to Friday | $165.00 + GST |
| Labour Hourly Rate: Where service is to be performed: 8.00am to 4.00pm Monday to Friday | $160.00 + GST per hour |
| Minimum Call-Out: Where service is to be performed: 8.00am to 4.00pm Monday to Friday | $357.50 incl. GST which includes a Service Call-out and first hour of ordinary Labour |
| After Hours Service Call: Where service is to be performed outside 8.00am to 4.00pm Monday to Friday, or on the weekend or a Public Holiday | $625.00 + GST which includes the first hour of afterhours Labour |
| Afterhours Labour Hourly Rate: Where service is to be performed outside 8.00am to 4.00pm Monday to Friday, or on the weekend or a Public Holiday | weekend or a Public Holiday $230.00 + GST per hour |
| Spare Part replacements: | Prices vary. Please enquire with your attending technician or the Service Department |
| Preventative Maintenance Services: Prices vary. Please seek a Quote from your attending technician or the Service Department Supervisor. | Prices start from $350.00 + GST for the first unit, dependent upon model type and brand |
Preventative Maintenance Services are maintenance / upkeep services that are performed every 3 months to 6 months to ensure optimal wash and operation results from units. They are an optional service and as such, are fully chargeable regardless of Warranty status.
Those Customers who are interested in signing up for the Winterhalter Preventative Maintenance Schedule of Services, should contact the Winterhalter Service Department Supervisor via service@winterhalter.com.au.
The following benefits can be enjoyed:
• 35% discount on spare parts for all services, including general service requests.
• 15% discount on chemical purchases (detergent, rinse aids).
• Warranty on replacement parts of 90 Days.
• Regular maintenance of your unit to ensure efficient unit operation and quality results.
• The flexibility to choose quarterly or biannually servicing (every 3 or 6 months).