Commercial kitchen equipment is a major investment—and like any investment, you expect support when something goes wrong. But when it comes to warranties, not all brands (or dealers) are created equal.
At Aldevra, we hear it all the time: “I thought the equipment was under warranty, but I couldn’t get anyone to help.” The problem often isn’t the warranty coverage itself—it’s the process.
Here’s what most buyers don’t realize:
🔧 Most Manufacturers Don’t Provide Service Directly
Instead of in-house repair teams, most manufacturers use authorized third-party service agents for warranty work. These are independent companies that require a reference number from the manufacturer before they’ll send a technician.
That means calling a service tech directly usually results in:
“We can’t come out without a factory-issued work order.”
💳 Be Prepared for a Credit Card Hold
Even if your equipment is under warranty, most authorized service agents will require a credit card upfront. Why? Because many service calls that customers assume are warranty issues turn out to be user error—such as improper cleaning, misuse, or installation mistakes.
If the issue isn’t covered under warranty, you're responsible for the service call—and the tech won’t show up unless they know how they’re getting paid.
📄 Open Invoices Can Delay Service
Another common—but lesser-known—issue is that authorized service agents may refuse to provide warranty support if your facility has an outstanding unpaid bill, even for unrelated work. This can happen when a previous service call (covered or not) was never paid due to billing issues, purchasing restrictions, or lack of a formal obligation.
This is especially challenging for federal agencies, where direct payments or creating new obligations can result in unauthorized commitments—something procurement officers work hard to avoid.
That’s where Aldevra steps in. We work directly with manufacturers and service agents to navigate the intersection of government procurement and vendor billing—and we’re here to make sure your facility gets the service it needs without stepping outside the lines.
🧰 Routine Maintenance Requirements
Many warranties require regular maintenance—like changing filters, deliming, or calibrations. Some manufacturers allow your own staff to perform these tasks if you keep proper documentation. Others require that only their authorized service agents perform maintenance in order to keep the warranty valid. Failing to follow those rules is a common reason claims are denied.
🚚 Distance Limits & Ownership Transfer
Warranty support is often limited to facilities within 50 miles of an authorized service agent. If you're outside that radius, you could be responsible for travel fees, even during the warranty period.
Additionally, most warranties apply only to the original purchaser. If the equipment is resold, relocated, or transferred to another department, coverage may be void unless stated otherwise.
📝 Warranty Terms Vary—And Are Often Unclear
Some warranties cover parts but not labor. Others exclude consumable items like gaskets or light bulbs. Many require installation by a certified technician and may be voided if you use non-OEM parts or unauthorized service providers.
With so much variation, it’s no wonder warranties are a pain point for end users.
✅ What to Ask When Comparing Warranties
When evaluating equipment warranties, be sure to ask:
- Is labor included—and for how long?
- Who performs the service?
- Is product registration required to activate coverage?
- How do I initiate a warranty claim?
- Is warranty support available in my area?
- Will I need to provide a credit card for service calls?
- What voids the warranty?
- Does using a non-authorized technician void the warranty?
- Will using non-OEM (original equipment manufacturer) parts void the warranty?
- Can our facility perform routine maintenance, or must it be done by an authorized service provider?
- Does the warranty only apply to the original purchaser, or does it transfer with the equipment?
- Are there travel or mileage fees for service calls beyond a certain distance (e.g., 50 miles from the service agent)?
🛠 Why Work with Aldevra
Most dealers just sell the equipment and move on. Aldevra is different. We stay with you after the sale and help coordinate directly with the manufacturer and authorized service agents to resolve warranty issues.
- We help open the case with the factory and get the reference number needed.
- We guide you through the documentation process.
- We follow up to ensure resolution—not red tape.
We don’t leave you stuck in the middle.
🧾 Bottom Line
Warranty coverage is only helpful if you know how to use it—and have the right partner supporting you through the process. When you buy from Aldevra, you’re not just getting quality equipment—you’re getting a team that has your back.
Questions about warranties or service support? Contact us. We’ll walk you through it.
