Our Objective

We strive to provide excellent service to our customers at all times and also believe that improvement is a continuous process. Business processes are there to ensure that our people are geared to provide the outstanding service that our customers deserve. Our team is committed to achieve this goal and as such, feedback from our customers is a key factor to help continually enhance our service.

The After-Sales Service is divided into two sub-sections: indoor and outdoor.

•  Indoor

The indoor section relates to the workshop that deals with all equipment brought in by customers at our After-Sales Service Desk, and by technicians for repairs that cannot be carried out at customer sites.

•  Outdoor

The outdoor section deals with all interventions at customer sites. Technicians are sent out according to a planning based on prior customer requests for maintenance and/or repair works.

Though the two sub-sections are distinct in their daily operation, they work closely together to optimise resources that are common to both. To serve the customer in the best way possible is the rule of thumb.

Our technical personnel is made up of electro-technicians, electricians, mechanics, refrigeration technicians, laundry technicians and LPG specialists, most of them being conversant in more than one trade, to ensure versatility.

Because our customers have different requirements, we try and suit every request to make sure we keep them satisfied.

Indoor Service

All equipment brought in through our after-sales service desk is looked after by our workshop-based technicians. Most of the workshop activity is linked to cleaning equipment (High Pressure Washers, Vacuum Cleaners, Floor Scrubbers, etc…), but small and medium-sized kitchen and laundry equipment are also attended to.

Immediate Service

We also offer immediate service for minor repairs onto Karcher equipment. Upon receiving the equipment, the Service Receptionist will evaluate the extent of the damage and if repairs to be carried out will take between 15 and 30 minutes, Immediate Service will be proposed to the customer, planning of the workshop permitting.

Outdoor Service

The outdoor service is steered by our Service Support Co-ordinator who logs in all service calls (phone call, e-mail or fax). We are committed to service all received requests for intervention within a maximum of 24 hours. All our service vehicles are equipped with GPS devices that enable us optimise our resource planning.

Surveys & Quotations

Surveys on faulty equipment are carried out free of charge, either by our Customer Service Supervisor, or by our technicians. Quotations based on survey are then sent out to the customer for approval. Labour and transport are charged according to a prevailing rate. Transport rates are indexed on the Automatic Pricing Mechanism set up by the Government. In the case of spare parts, there can be two scenarios: a) the part is ex-stock and is charged according to the price list, or b) a firm order has to be prepared to ship the necessary part, in which case, the price will be dependent on the rate of exchange and on the freight charges.

Warranty Period

Typically, our equipment is covered against manufacturing defects for a period of one year (labour & parts; and transport in the case of non-movable equipment). However, the conditions of sales shall prevail at time of request for service, because different types and makes of equipment may have different warranty periods and/or conditions. Please make sure warranty terms are fully understood at time of purchase. In case of doubt, please contact your account executive or a sales representative who shall be glad to assist you.

Maintenance Agreements

Maintenance Agreements are efficient tools that help reduce downtime and help in the planning & budgeting exercise. There are different MA for different types of equipment but typically, ours cover labour & transport (4 annual visits), but exclude parts. The latter are charged separately at a discounted price specified in the contract.

Spare Parts

The spare parts store holds about Rs 5M of stock for the different makes and models of equipment sold. Though it is practically impossible to stock all parts of all the different equipment sold, it is our policy to hold the critical and the fast-moving ones, recommended by our suppliers and based on our long-standing experience. Moreover, with modern communication means of today’s world, suppliers can be contacted instantly and orders placed and shipped via express courier to make sure that customers’ operations are minimally disrupted.

We also sell universal spare parts such as thermocouples, thermoregulators and digital display thermometers, for kitchen and laundry equipment, and cold rooms.

Accredited contractors and technicians may apply and obtain a Contractors Discount on all purchases from our store.

Training is a keyword in our organisation. Training plans are set up and followed to make sure both technical and administrative personnel are constantly up-to-date in this changing world by following local and international training sessions. Besides formal classroom training, web-based and other e-training material is also made available to our employees and they can consult the documents as and when required.

Business Hours