Service and parts
We service the equipment we supplied
If a range, a combi oven, a fridge or a dish machine came from us, then parts, warranty questions and repairs come back to us as well. We are not a general third-party repair company.
Service is for A3 customers, on A3 equipment
Everything we sell is backed by the people who sold it. That means one number for the whole problem: the model that was specified, the serial number on the data plate, the manufacturer's warranty position and the part that has failed all sit on the same file. Nothing gets passed between a dealer, an installer and a repair firm who each point at the other two.
The limit is the other side of that arrangement. We do not quote on equipment A3 did not supply, and we do not take repair bookings from the general public. If you bought the unit elsewhere, the dealer who sold it holds your warranty and your history, and that is where the call belongs.
Often it is a part, not the whole machine
Gaskets, racks, shelves, pans, cleaning tablets and the small components that wear out first are ordered the same way as anything else in the catalogue.
Parts for the other brands we carry
For Vollrath, Vulcan, Omcan, ITV, Fagor and Dynamic, send the model and serial number and we will source the part. If you are collecting from the Surrey warehouse, bring the old part: matching it in person takes the guesswork out. Pickup is normally ready in 24 hours.
Send the model and serial before anything else
Warranty is set by the manufacturer, and it varies by brand, by model and sometimes by how the unit was installed. We will not guess at what is covered on your machine. A photo of the data plate is the quickest way to give us both numbers at once.
How a warranty claim is handled
Send the model number, the serial number from the data plate and a short description of the fault, and we will confirm the manufacturer's position and carry the claim from there. If the fault falls outside the warranty, we will say so plainly and quote the repair or the part rather than leave it hanging.
What to have ready when you call
Phone, toll-free or email all reach the same people. Have these to hand and the first conversation usually settles the next step:
- IdentificationThe model and serial number from the data plate.
- The faultWhat the equipment is doing, or not doing, and when it started.
- Error codesAnything showing on the display.
- StatusWhether the unit is still in service or has been shut down.
- Your orderThe A3 invoice or order number, if you have it.
We do not publish response times or a fixed service area. Both depend on the machine, the part and where you are. Ask, and you will get a straight answer for your job rather than a number off a web page.
Servicing is easier when it is planned in
The kitchens that stay cheapest to run are the ones specified with service in mind: standard sizes where a standard size will do, brands whose parts we hold, and enough clearance that a side panel can actually come off. We account for that when we lay a kitchen out, on kitchen design and installation, and again when we build to measure, on custom stainless steel fabrication, so a made-to-size table or sink still leaves room to reach what sits behind it.
When a piece is past economical repair, replacing it is a separate conversation. If it is a large unit landing at an awkward point in the year, ask about equipment financing at the same time.
Questions we get
Do you repair equipment I bought from another supplier?
No. Servicing is for A3 customers on equipment A3 supplied. The dealer who sold you the unit holds the warranty and the history on it, and they are the right first call.
Can I buy the part and fit it myself?
Often, yes. Rational, Thorinox and Atosa parts are on the site, and parts for the other brands we carry can be sourced from the model and serial number. Collection in Surrey is normally ready within 24 hours.
What do you need to check my warranty?
The model number, the serial number from the data plate and a description of the fault. A photo of the plate gives us both numbers at once.
How quickly can you get to me?
We do not publish response times or a fixed service area, because both depend on the machine, the part and where you are. Ask and you will get a straight answer for your job.
Get service on A3 equipment
Send the model number, the serial number from the data plate and a description of the fault, and we will tell you the next step.
- Phone
- (778) 512-5098
- Toll-free
- +1 833-673-1893
- aabbas@a3trading.ca
- Warehouse and pickup
- 107 - 12332 Pattullo Pl
Surrey, BC V3V 8C3, Canada