Carbonators claim handling processUpdated 4 months ago
To accurately assess each issue and provide effective customer support, the following steps and guidelines should be followed for both the Carbonator 3 and Carbonator Pro.
Determine the issue type
Assess whether the problem is related to carbonation (not enough bubbles) or any water/gas-related issue - such as leaks - or if it concerns a different category, such as visual imperfections or mechanical faults.
Carbonation, water, or gas issues typically involve situations where the machine appears to operate as intended, but the carbonated water shows insufficient CO₂ levels, or there are visible or audible gas or water leaks during the carbonation process.
Collect the necessary details
CARBONATION ISSUES
- Collect the serial number
- Collect a video demonstrating the machine in normal use
- Collect a photo of the gasket
- Check if the cylinder is fully screwed in, and make sure that the machine is tested with another cylinder
OTHER ISSUES
- Collect the serial number
- Collect a video demonstrating the machine in normal use (for mechanical issues) or a photo of the issue (for visual imperfections or broken/missing parts)
Deliver troubleshooting support (if possible)
Based on the information provided by the customer, refer to the guidelines in the “Carbonator Pro” or “Carbonator 3” sections to identify the issue the machine is presenting. Offer the appropriate troubleshooting steps, additional checks or spare parts when applicable. If the issue is resolved through troubleshooting without requiring any additional expenses, claim registration is not necessary.
If the issue cannot be resolved through troubleshooting, proceed directly to the next step.
Replace the machine and register the claim
If troubleshooting is ineffective or not applicable, the unit should be replaced.
Submit a credit request using the appropriate claim code and include all required details, such as the serial number.