Service Request Form

We regret that you’re having issues with your equipment. To arrange a service call, please follow these steps:

Complete the service request form below.
Allow one business day for our Resolutions team to forward your request to the brand manufacturer’s service team.
A service technician will contact you within two business days to schedule their visit.
If a replacement part is needed, our Resolutions Manager will provide daily updates on the part’s ETA and keep you informed.

SERVICE REQUEST PROCESS NOTES:

Service calls are conducted only during business hours.
Warranties and service calls are handled by manufacturers’ technicians and subcontractors. Restaurant Equipment Online will forward your details to the manufacturers' service teams and work to ensure a swift resolution.
When submitting this form, make sure the equipment is under warranty, clean, accessible, and has not been misused.
Ensure the equipment is connected to power and/or gas when the technician arrives. If it is not connected and prevents the technician from completing their job, a callout fee will apply.
For refrigeration service requests, ensure the condenser filter is regularly cleaned as per the product manual. A dirty filter that restricts airflow will void your warranty.
Repairs, replacements, or refunds are determined by the product’s manufacturers in accordance with Australian Consumer Law.
We prioritize customer satisfaction and work diligently behind the scenes to resolve issues quickly. We appreciate your patience as we address any concerns.
If you are dissatisfied with a technician or the service outcome, we can escalate your issue to the manufacturer's service team.
If a third-party technician has assessed or repaired the unit during the warranty period, you must provide a tech report before we proceed with the warranty process. Unauthorized repairs may void the manufacturer’s warranty.
Manufacturer warranties do not guarantee returns, replacements, or full refunds.
By submitting the warranty form, you agree to adhere to our warranty process and terms.

For further information, please refer to our terms and FAQs.