Guides and FAQs for commercial kitchen equipment

Booking and response

Do you offer breakdown cover at weekends?

Yes. Breakdown cover runs 7 days. The office itself is open Monday to Friday, 7:30am to 5:00pm, and after-hours cover is available on all 7 days. Call 0800 90 60 30. This is not a 24-hour call centre.

How quickly can you get to us?

We offer same-day response, and emergency response within two hours. The time on the day still depends on the job, where you are and what else is booked, and we will tell you that when you call. Area pages for Wellington City, Lower Hutt, Upper Hutt, Porirua, the Wairarapa and Manawatū, including Palmerston North, Levin, Foxton and Pahiatua, explain how visits work from the Lower Hutt workshop.

What details should I have ready when I book?

The brand, model and serial number from the rating plate, whether the equipment is gas or electric, any error code, and a photo if you can. The booking form asks for these. book a job online or call 0800 90 60 30.

Will you tell me the cost before doing extra work?

Yes. If a job needs more than expected, we price it and check with you first. The booked fault is what we came to do. Extra work is quoted to suit you.

Where are you based?

The workshop is at Unit 39/83 Eastern Hutt Road, Lower Hutt 6109. That is the base for visits across Greater Wellington, the Wairarapa and Manawatū, including Palmerston North, Levin, Foxton and Pahiatua.

Which areas do you cover?

Wellington City, Lower Hutt, Upper Hutt, Porirua, the Wairarapa (Masterton, Carterton, Greytown, Featherston and Martinborough) and Manawatū, including Palmerston North, Levin, Foxton and Pahiatua. Each area has its own page from the areas hub.

Dishwashers

Why is my commercial dishwasher not heating?

Often a heating element, thermostat or control fault, or scale in a hard-water area. Check it is switched on properly, then call us. Do not open the panels.

Why will my dishwasher not drain?

Usually a blocked filter, sump or drain hose, or a drain pump fault. With the machine off, clean the filters and scrap baskets. If it still will not drain, call us.

Why are glasses cloudy or streaky?

Rinse aid running low, dosing, rinse temperature, or hard water. Check the rinse aid container first. The Dishwasher Hygiene Check measures temperatures and dosing against that machine's specification.

My commercial dishwasher is showing an error code. What should I do?

Note the code and the make and model from the rating plate, take a photo of the display, and call 0800 90 60 30 or book a job, so our factory-trained technicians can bring the right parts.

What is included in the Dishwasher Hygiene Check?

Wash and rinse temperatures against the manufacturer's sanitising specification, detergent and rinse aid dosing, the condition of the machine, and an electrical safety check by a registered electrical technician. There is no single rinse temperature for every brand. Each manufacturer sets its own.

How often should a commercial dishwasher be serviced?

It depends on how hard it works, your water and the manufacturer's recommendations. Planned maintenance is quarterly or six-monthly. A busy dishwasher needs the shorter gap. We will suggest a schedule. Glasswasher repairs are booked the same way as dishwasher repairs. Brands and the service are on the dishwasher repairs page.

Combi and convection ovens

My combi oven is showing a descale or error message. What does that mean?

Combi ovens build scale from making steam. A descale reminder usually means it is time for maintenance. Note the code, photograph the display, and call us. Do not remove panels. Rational and Convotherm are the combi brands we maintain. See combi oven repairs.

My Rational oven shows Service 25 or Service 34. What does that mean?

These service messages usually point to issues like the steam generator, water supply or descaling, which we can diagnose. Note the code, take a photo of the display, and call 0800 90 60 30. We do not state a single official meaning for those codes.

How often should a combi oven be descaled?

It depends on water hardness and how much steam the oven uses. We will recommend a schedule. Planned visits are quarterly or six-monthly. Descaling, cleaning and a general check-over are the usual combi maintenance.

The convection oven fan is noisy or not turning. What should I do?

Switch it off and call us. A noisy fan can be a worn motor, bearings, or something caught in the guard. Do not keep running it, and do not open the oven up. Bakbar and Turbofan/Moffat convection ovens are the ones we put on planned maintenance. See convection oven servicing.

Why is my convection oven not heating, or heating unevenly?

Often an element, thermostat or fan fault. Note what the bake is doing and call us. A planned check-over is there to catch that before a service, on a quarterly or six-monthly visit.

Pizza ovens

What conveyor oven faults do you repair?

Belt not moving, uneven bake, burner or element faults, fans, and temperature control. The oven is tested for electrical safety, gas soundness and operation, and a gas oven gets a flue analysis. Factory-trained technicians do the work. They are registered gas and electrical technicians.

Which conveyor oven brands do you work on?

All brands of conveyor oven, gas or electric, including Middleby Marshall, XLT, Blodgett, Lincoln and DMP. Middleby Marshall, XLT and Lincoln each have a brand page linked from Brands We Service. The service itself is on the pizza conveyor ovens page.

Do you clean conveyor ovens as well as repair them?

Yes. We strip, clean and service them, and check belts, bearings, fans, burners, elements and controls. Grease and carbon cost bake quality. Cleaning can be set quarterly or six-monthly. You get a service report for each oven, with gas or electrical certification as required.

Maintenance

How often is planned maintenance?

Quarterly or six-monthly, depending on how hard the equipment works. For a combi, water hardness and steam use also change the descaling gap. We suggest the schedule after we know the kitchen. The form is on the planned maintenance page.

What does a maintenance visit cover?

Dishwashers: routine servicing, and the hygiene check if you want it, plus water filter advice. Combi ovens: descaling, cleaning and a check-over. Convection ovens: a regular check-over. You get a service report for each piece of equipment, with gas or electrical certification as required.

Can you look after equipment at more than one site?

Yes. Tell us what you have and where it is, and we can put it on one planned maintenance schedule. That includes sites in the areas we cover.

What is asset management?

We keep track of your equipment, with its service history and reports for each item, and help you plan maintenance and replacements. It is a record we hold for you. It is not a software portal.

Should I repair or replace my equipment?

It depends on the age and condition of the machine, how often it is breaking down, whether parts are still available and what the repair will cost. We will give you an honest view. If a repair does not make sense, we will say so. If you need a machine without buying it outright, see equipment rental.

Rental

What equipment can I rent?

All types of commercial food equipment, new or reconditioned. You need it, we will find it. Examples include dishwashers and glasswashers, combi and convection ovens, conveyor pizza ovens, fryers, ranges and cooktops, and refrigeration and ice machines. If it is not on the form, use the Other field. The page is equipment rental.

What is the difference between Fully Maintained and Non-Maintained?

Fully Maintained includes all servicing and repairs. Detergent and rinse aid can be included, and that is optional. If a rental machine needs major repairs, we supply an alternative as close to its specs as we have available, and we train your team on safe operation and daily cleaning at handover. Non-Maintained is the equipment only. Servicing is charged at standard rates. Staff training on that plan is something to talk through with us.

How long is a rental, and how do payments work?

12, 24 or 36 months, on both plans. A credit check is required. Payments are weekly, paid one month in advance. We confirm pricing and terms in writing before you sign. The form does not promise how soon a rental enquiry is answered. For an urgent breakdown, call 0800 90 60 30.

Is delivery and installation included, and who insures the equipment?

Delivery and installation can be arranged at additional cost, on both plans. Insurance of the equipment is your responsibility. At the end of the term you can return it, extend, upgrade, or buy it.

Gas and electrical certification

Are your technicians registered?

Yes. Our technicians are factory-trained technicians and registered electrical and gas technicians. One visit can cover both sides of a fault. See gas and electrical repairs.

Do I get gas or electrical certification?

Yes, as required for the job, with a service report for each piece of equipment. Conveyor ovens are tested for electrical safety, gas soundness and operation, and a gas oven gets a flue analysis. Other gas or electrical repairs are certified the same way when the work requires it.

What should I do if I smell gas?

Do not relight anything and do not use electrical switches nearby. Turn the gas off at the appliance or the emergency shut-off if it is safe to do so, open doors and windows, get people clear, and call your gas supplier's emergency line or 111 from outside. Then call us to repair the fault.

The gas pilot will not stay lit. What should I do?

Do not keep trying to relight it. This can be a thermocouple or a gas supply issue. Turn it off and call our registered gas technicians. Only check that the appliance gas valve is on if you cannot smell gas.

Do gas and electrical repairs cover every brand?

Yes. Dishwasher and oven servicing focuses on particular brands, but gas and electrical repairs do not. The brands we name are on the brands pages. If yours is not listed, still call about the fault.

Is my equipment still under warranty?

If it is new, check with the supplier or manufacturer first. Warranty repairs may need to go through their service network. If you are not sure, call us with the brand, model and serial number and we will help you work out who to call. We do not describe ourselves as an authorised or official agent for any brand.