Occasionally, you may receive a callout for a machine—either from the site or directly from a customer.

If speaking with the site, ask them to either turn the machine off or place an “Out of Order” sign on it until you are able to attend.

Advise the site of your expected timeframe for attending. Wherever possible, aim to respond on the same day or within 24 hours, recognising that this may not always be feasible in geographically dispersed franchise areas.

On-Site Repair Process

When attending a repair:

• Complete the required repair work
• Carry out a full service, following the standard service protocol
• Record the visit in the system as a repair (not a service) before taking the required photo