An engineer will contact you within two hours of the call being logged to arrange a mutually convenient visit time. During a site visit our engineer will...
- Perform a full service
- Speak directly with you to check that you are happy
- Carry out any additional training
Our engineers form an integral part of our Customer Service Team, and can liaise with Mars Drinks’ teams to solve a customer query, quickly. We will only close a callout when we are sure that a customers’ issues or questions have been resolved.
Transparent ‘Fault Resolution Time’
Our average time to close a call down is consistently less than 8 working hours. Our competitors will often quote ‘response times’…
- This only indicates ‘time to arrive on site’
- And does not detail if the machine has not been repaired first time, and they have left a notice to say ‘parts on order’
We manufacture our machines in Basingstoke and we always carry our spare parts so we can fix them there and then. We deliberately measure the time from your call being logged to the time that the call (and associated queries) has been closed. This is a true measure of the overall service that you receive from us.