Service Tips: Getting The Help You Need

At Refrigerated Solutions Group (RSG), we are frequently asked about the best ways to contact our service team. Usually, our customers are looking for one of the following:

• Parts support
• Warranty support
• Locating a service agent
• Finding documentation

Fortunately, there are several options for finding this information including phone support, our websites and email. In this article, we’ll guide you through the best ways to get the support you need.

Phone Support

Before we get into phone options, we want to be sure you know our toll-free numbers:

• 800-684-8988 for Master-Bilt
• 800-388-5253 for Norlake

At RSG we have a unified service team who supports both the Master-Bilt and Norlake brands. Either of the toll-free numbers will route you to the team.

We continue to add options to our phone routing for better, faster service. For example, the warranty and technical support team is available 7:30 am to 4:30 pm CST, Monday through Friday. Also, Level 1 tech support and parts support teams are available from 7:00 am -7:00 pm, Monday through Friday. Automated warranty verification, ordering parts through partstown.com and contacting service companies for dispatch are available 24/7/365.

We highly recommend that you listen to the phone options. Our phone routing will get you to the best team for your specific need, so you can get answers as quickly as possible. Here is a brief description of each option for your reference…

Option 1 – Parts

Parts can be identified and confirmed through option 1 on our toll-free phone options. There is no waiting with this group.

Option 2 – Warranty Support

You can check if your unit is under warranty 24/7/365 through option 2 on our automated phone system. There is no need to wait for tech support to provide an answer. If you are unsuccessful with the automated system, our level one support team can assist. There is no wait time with this team. Just follow the prompts to reach them.

Option 3 – Tech Support

Our tech support team is devoted to answering all calls as soon as possible. However, at times, callers do experience long waits during portions of the day. We are committed to improving this situation and are working on various ways to minimize the wait times.

If you are looking for a wiring diagram, manuals or other documentation you don’t have to wait to speak to tech support. Choose option 1 under the technical services option and be immediately connected to a level one support team member who can get you this info.

Websites

Speaking of documentation, you can find manuals, wiring diagrams and lots of other useful information on our websites in the literature and specifications pages for Master-Bilt and Norlake. You can potentially save a lot of time by checking out these links first.

Our websites can also be particularly helpful when locating service providers. If you need service, you don’t have to wait on the RSG team to arrange for a service call. You can contact one of our local Authorized Service Provider (ASP) companies directly through our online locators for Master-Bilt or Norlake.

Be aware that the service provider may request you guarantee payment if the repair is not covered under the equipment warranty, which is standard industry practice. However, once the company is on site, you can explain that the equipment is under warranty. The service agent will then work with our team and bill the repair to RSG.

Most of our ASPs have 24/7/365 emergency service, so you can be confident of getting support at your location quickly.

Email

In addition to phones and websites, you can always contact our tech support team at rsgservice@refsg.com.

A Note To Installers

We appreciate our installer partners and want to make sure you have the information needed to properly set up equipment. As noted previously, please check our websites for manuals, videos and additional documentation for assistance. Our sales representatives, inside sales team and customer service partners are ready to help if you are missing something from an order.

In Closing

The RSG tech service team wants to make sure you get the assistance you need as soon as possible.

Our phone, website and email options provide several ways get parts, check on warranty issues, find a service agent or locate a manual. If you would like to suggest improvements to our systems, please let us know as we are constantly striving to improve our service.

As always, thanks for your support.