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Q:
How do I get an update for my machine?

A:
Simply call us on 0844 888 7777, choose option 1, ask for your area’s dispatcher who will be able to help you.
Tip: Once you know who your dispatcher is, keep the name & contact details handy for the next time you need to call us. Each dispatcher has a set team of engineers who they look after, so it will always be the same person you should speak to.

Q:
How do I get a report for my machine i.e. spend or call history?

A:
Simple! Just get in touch – drop us an email on call.centre@hobartuk.com or the customer service team on national@hobartuk.com and just let them know your contact details, site you are contacting us from, machine you are after information on (and any other useful  information you think we may benefit from having). They will then be able to help you and send you a report. Reports are sent out in PDF format and can be run on history of machine, number of calls, cost to date etc.

Q:
Can I have the same tech attend every call out for any machine?

A:
Yes, this is something that we pride ourselves on! Each of our dedicated engineers has a specific work area, generated on a postcode basis, so they will (nearly) always be your one point of call for your entire kitchen as they all live locally to their area. During holiday cover each engineer has a “Buddy” who they are paired with, and they are not permitted to take annual leave at the same time, as to ensure that one local engineer is always available to your site. We’re proud to provide a local service but on a national basis.

Q:
Why do parts come from other all over Europe?

A:
Hobart have factories pan-Europe in Barnstable, Germany, France and Italy, who all supply us with high quality parts. Each country have their own segments, with Barnstable handling mixers, Germany - warewash equipment and France and Italy both supplying cooking and warewash spares.
This means that sometimes when an item is not a UK stocked spare part (possibly due to age of machine or it being a new item that has never before been used in UK, or in rare cases because we have had an influx of orders and simply ran out of stock) we have to send the order to the factory and await arrival before we can complete repair on your machine. As you would expect from Hobart Service, we will always work to get the parts you need as soon as possible to ensure your operation is back up and running as quickly as possible for you.

Q:
I have received an estimate to repair, what is this?

A:
An urgent repair estimate is sent if a technician cannot repair the machine on his first visit due to either spare part cost, time required to complete repair, or both. Once you have received the estimate and wish to go ahead with the repair we must get an approval in writing, either via email to national@hobartuk.com (which is preferred if possible) or fax on 01733 361 347.

Q:
Can I accept my estimate over the telephone?

A:
We will need something in writing from you confirming approval on the estimated completion cost of the repair. If you are having technical difficulties though, and the repair is extremely urgent, please just give us a call on 0844 888 7777, have a word with your dispatcher and advise of this. We’ll always do everything we can to help out.

Q:
I have been charged for misuse/operator error, can you advise if there is a way of preventing this?

A:
Absolutely, Hobart provides lifetime training with each machine you purchase from us so if you have a high number of operator error charges we can come in & train up the kitchen team on how to best use & clean the machines as to avoid causing accidental damage and to ensure it not only works for longer but no unnecessary charges come your way. To arrange training call 0844 888 7777 & choose the option for sales.

Q:
Why is there sometimes a slight delay in a technician attending?

A:
We completely understand that having a machine out of action can cause havoc in the kitchen and we will always aim to attend jobs as soon as possible. Our technicians have a scheduled workload each day which their dispatchers allocate for them the day before. When emergencies come in, their schedule will be revised, based on priorities i.e. a dangerous gas leak would be a high priority case. We have to balance whether a site can use the machine for another 12-24hrs or if they are in immediate danger due to a failed unit.

Q:
In some cases, why does my technician need to order parts – why doesn’t he have these in this van?

A:
We’re proud to offer our customers a 93% first time fix rate as our engineers keep a large quantity of spare parts on their vans, tailored to their areas. However in some cases, if the technician has never used a part in his or her area before, they may need to order this in specifically for you. We hate letting people down and pride ourselves on regular audits and van stock updates which take place to ensure each technician’s area has the best possible van stock for the sites they visits.