Repairs & Servicing

This Service & Repair Authorisation Procedure  relates to the call-out, service & repair of floorcare machines.

Your cooperation in adhering to this procedure will ensure that the ongoing service and repair of your equipment is as swift as possible to minimise machine down-time.

The procedure relates to Floorcare Products only.

Vacuums will continue to be processed via the Warranty Department and they should be contacted on 01792 582000.

To arrange for an engineer to attend your machine please provide us with ALL of the following information by email to sales@caterclean.com

You must provide an official Call-out Purchase Order Number / Authorisation in writing to us by email.

No work, site visits, call-outs or repairs will commence until we have such authorisation from you.

  1. Address of Machine / Breakdown. *(Location must be on UK mainland or connected to it by road.)
  2. Site Contact (Contact Name and a Phone Number).
  3. The Machine Model Number (A reference number can be found on the machine).
  4. The Machine Voltage (i.e. 230v, 110v, Battery Machine).
  5. The Serial Number (A reference number can be found on the machine).
  6. The Reported Fault.
  7. Site access and parking facilities to be provided.

This will enable us to ensure the engineer has the correct parts for your requirement.

Any further queries please contact the field service dept on 01792 582000 or by email to sales@caterclean.com

Note: our engineers are only allowed to look at machines that are on the call-out request.

Service charges – in warranty

*Warranty claims must be processed through the dealer from whom the equipment was purchased.*

Call-out (For a fault / repair within the warranty period): …………………… £35.00 ex VAT

Standard Service Call-Out (For machines still in warranty): ……………….. £75.00 ex VAT

If the claim is covered under the conditions of the warranty, any parts required will be fitted free of charge. However, if the claim is found to be the result of fair wear and tear*, neglect, accident, improper storage, misuse or abuse, the repair will be deemed out of warranty and appropriate charges applied. All parts in this instance will be charged at the current rate.

 *Note: Any consumable parts that need replacing which are deemed to be wear & tear items (not spare parts) are chargeable. (i.e. squeegee blades, any other components, etc.)

Service charges – out of warranty

Call-out: ………………………………………………………… £75 ex VAT

Labour: …………………………………………………………. £45 per hour ex VAT (charged in 30 min intervals).

Note: All parts required will be charged separately. (i.e. squeegee blades, any other components, etc.)

 To ensure that you obtain the maximum economical and cost effective usage from your Floorcare cleaning machinery, it is vital that all staff using the equipment have been trained to a satisfactory level of competency.

Correct usage of equipment in the appropriate environment by trained personnel will undoubtedly reduce the instances of our service facility being required.

The technical team are available and can assist you and your staff with day to day issues including machine operation and fault finding on 01792 582000 or by email to sales@caterclean.com

If you have any questions relating to this Service / Repair Authorisation Procedure, please contact us on 01792 582000 (Monday – Friday, 8.00am – 4.45pm).