Service & Support
Service & Support
For equipment purchased from ENLAKE, the best place to start when something is not right is simply to call us.
We know the equipment we supply and the manufacturers behind it. In many cases we already have the original purchase details, model and serial number in our records, so we can usually start working through the problem immediately.
Call ENLAKE
Talk to us first. We will work out what needs to happen next.
Start With a Phone Call
Many equipment problems can be diagnosed or resolved simply by talking through what the equipment is doing, what is showing on the controller and what happened before the problem occurred.
You do not need to decide whether it is a technical problem, a service issue or a warranty matter before contacting us. Tell us what is happening and we will work through it with you.
If we need additional information, photographs, temperature records or anything else, we will tell you exactly what is required.
Talk to us
Tell us what the equipment is doing and we will start working through the problem with you.
We work out what is needed
We determine whether it can be resolved remotely or requires service, manufacturer support or warranty action.
We help coordinate it
If somebody else needs to become involved, we help organise the appropriate next step.
If Further Action Is Needed
If the problem cannot be resolved over the phone, ENLAKE can help determine the appropriate next step.
Depending on the equipment, manufacturer, location and nature of the problem, this may involve further troubleshooting with the manufacturer, arranging a suitably qualified technician, supplying replacement components, progressing a warranty matter or considering replacement equipment.
Where manufacturers, technicians or specialist providers become involved, we can help coordinate the process rather than simply handing the problem over.
Think it might be a warranty issue? Call us first.
It is surprising how many apparent warranty problems can be diagnosed or resolved without arranging a service visit.
If the problem does turn out to be a warranty matter, we will work with you and the manufacturer to make the process as quick and painless as we reasonably can.
Each manufacturer has its own warranty requirements and procedures. You do not need to work those out yourself. We will guide the process and tell you what, if anything, the manufacturer requires.
You usually don’t need to prepare anything first.
In most cases ENLAKE will already have the original purchase details, equipment model and serial number in our records.
If photographs, controller information, temperature records or anything else are required, we will tell you.
Other Support We Can Provide
Depending on the equipment and application, ENLAKE can also provide or coordinate:
Delivery, positioning, installation and initial setup where required.
Temperature monitoring, remote notifications and alarm systems.
Calibration, temperature mapping and performance verification.
UPS systems, power-failure monitoring, replacement equipment and upgrade options.
If a refrigerator or freezer contains vaccines, medicines, blood products, plasma, laboratory samples or other temperature-sensitive material, follow the applicable procedures for your organisation and the products being stored.
ENLAKE can assist with the refrigeration equipment and technical pathway. Decisions about whether temperature-sensitive products remain suitable for use should be made under the relevant clinical, regulatory or organisational procedures.
Pick up the phone and talk to us.
