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Service & Support

Service And Maintenance

HLCE is proud to provide service through a combination of our own qualified and trained service engineers and a fully qualified network of independent service engineers. The engineers are based throughout the UK and enable a guaranteed 48 hour response time. However in In Scotland, we have engineers based in Edinburgh, Glasgow and the Borders and response time can be more.

Our team of full‐time fully trained technicians are dedicated to maintaining high levels of service support throughout the U.K. and complies with all required levels of Health and Safety provision and certification.

7 days a week support

Service support is available 7 days a week and HLCE offers a 48 hour guaranteed response time. A small inventory of parts is also kept with the service engineers which allows for better call out response and also fix rates.

Callouts are in response to a phone call or e‐mailed Service Callout Confirmation Sheet to service@hlce.co.uk HLCCE will have an engineer on site within 48 business hours of a fault being logged. We have an average response time within 24 hours and boast a first time fix rate of 85%.

Faulty on delivery

Should products be found to be faulty on delivery (within 30 days of installation), the process would be:

  • a. Notification through standard methods
  • b. Immediate response and repair with 48 hours

How to report a fault to HLCE

Should products be found to be faulty, in order to enable an effective and timely response to your service request please ensure the following information is available before logging the call out:

Email fault to HLCE service desk service@hlce.co.uk with the following details:

  • Site Name;
  • Address;
  • Postcode;
  • Telephone Number and Contact Name;
  • Machine type: ie Oven Fryer;
  • Equipment Serial Number;
  • A Brief description of the fault

Fault to be diagnosed and parts dispatched to site/engineer if engineer not in possession.

Immediate response and repair within 48 hours.

In the unlikely event the engineer is unable to resolve the issue on the first visit, a new time and date will be scheduled for a return visit before leaving the site.

Service Costs

Once the equipment is out of warranty, service costs for call outs are:

  • Engineer Call Out: 85.00 + VAT (includes first hour)
  • Subsequent Hours: 45.00 + VAT per hour
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HLCE
Brook Street
Leicester, LE4 8DB

T: 0800 328 5557
info@hlce.co.uk
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