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    Service

    Need Servicing? To help serve you better, please have the following information ready:

     

    •          Name & Contact
    •          Business Address & Operating Hours
    •          Manufacturer of Product along with Model & Serial Number
    •          Description of Issue
    •          Please note: A Service Call Deposit Payment is Required
    •          For Parts: Send Image of Missing or Broken Part & Description of Issue, this helps us determine the best course of action
    •          Turnaround times depend on availability, usually within 24-72 hours

     

    We will reply to your request within 24 hours. We will schedule a technician to come to site, please note for hours outside of 8am-5pm, 48 hours notice is required in order to serve you best

     

     Please contact our Service Department for all inquiries: 

    +1 905-823-1110 Ext 2905 / service@nellacutlery.ca

     

     Looking for Parts? Have your info ready

     

      • We will always ask what the Manufacturer, Model, and SN of the unit and picture of the part, send a picture even if the part is broken or if it's missing, send a pic of where it is missing from the machine. You can find this information on the plate on the side, behind, or inside the unit(fridges)

     

    What Categories & Brands do we service?

     

    1.     Meat Slicers
    2.     Meat Saws (Biro, Hobart, Hollymatic, Butcher Boy, Torrey),
    3.     Deli Slicers or Fresh Meat slicers (OMCAN, OMAS, Berkel, Bizerba, Manconi)
    4.     Meat grinders (OMCAN, Trespade)
    5.     Tomato Squeezers (Reber, Trespade)
    6.     Blenders (Vitamix), Immersion Blenders (Robot Coupe, Dynamic)
    7.     Mixers (OMCAN, Hobart, Globe, we do not fix Kitchen Aid mixers)
    8.     Dough sheeters (OMCAN, Somerset)
    9.     Tilt Skillets (Cleveland)
    10.     Vac Pac Machines (Turbovac, OMCAN, Minipack, Promarksvac, Orved, Sipromac)
    11.     Most countertop commercial equipment including but not limited to toasters, cheese graters, panini press, POTIS shawarma machines
    12.     Gas appliances
    13.     Saeco Espresso Machines only
    14.     Service Radius: GTA (Toronto, Mississauga, Brampton, Halton) Please call for rates if you are outside

     

    FAQ’s

     

    Q: What is the turnaround time for repairs once the items are dropped off?

    A: Some factors to consider when dropping off equipment are:

    •          What day of the week an item is dropped off (we are open Mon-Fri 8am-5pm)
    •          Peak Seasons are busier
    •          Type of item and if parts required
    •          Meat Slicers & Robot Couple Immersion Blenders, typically 2-10 business days
    •          Vac Pack Machines, typically 5-10 business days
    •          Large Equipment 2-4 business weeks
    •          Saeco Machines, typically 3-4 business weeks
    •          Please know a lot goes into servicing repairs and delays can occur especially given the current climate

     

    Q: Will I receive a quote on the item being repaired/serviced?

    A: Yes. We will send you a quote. This can vary depending on the parts required and the size of equipment, anywhere between 1-10 days, depending on if a vendor needs to be contacted.

     

    Q: What if I want to drop the product off at Nella Cucina?

    A: If products are dropped off at our Cucina store, we will transfer the item to our Head office. Add 1-2 days extra processing time.

     

    Q: Do you offer loaner equipment?

    A: We offer Slicers for loaners, please call for more information

     

    Q: Is someone always available by phone for service?

    A: No. We are working hard to service equipment and coordinate. We apologize if we miss you.  Please follow the steps above to allow us to serve you best. You can also email us at service@nellacutlery.ca

     

    Q: Do you have a Service Team at your Maple Ridge location in BC?

    A: We do not. Please call your sales rep and speak to them about some of our recommended options