In this blog post, we speak to Andy Norton as he celebrates 27 years working in Hoshizaki UK’s Service Department by answering some FAQ’s surrounding Service. 

1. What types of ice makers do you service?

• We service a wide range of ice makers within the Hoshizaki range from cubers, flakers, crescent and special ice makers.

1. How often should I service my ice maker?

• We recommend to service your ice maker every 6 months to ensure optimal performance.

1. Why does my ice maker need servicing regularly?

• Regular maintenance helps to prevent breakdowns and can extend the lifespan of your unit. It also ensures that the ice making system is sanitized to ensure ice quality is maintained.

1. What are common signs that my ice maker needs servicing?

• Common signs include reduced ice production, ice that is smaller or misshapen, strange noises, water leaks, or ice with an unusual taste or odor.

1. What is included in a standard ice maker service?

• A standard service includes a thorough cleaning, sanitizing, inspection of all components, checking for leaks, testing ice production, and ensuring that the unit is operating efficiently.

1. Can you help with ice maker installation?

• Yes, we provide professional installation services for new ice makers. Our team ensures that your unit is installed correctly and operating efficiently from day one.

1. How much does ice maker servicing cost?

• The cost varies depending on the type and condition of the ice maker. Please contact us for a detailed quote based on your specific needs.

1. How long does a typical service call take?

• A typical service call takes between 1 to 2 hours depending on the complexity of the issue and the model of the ice maker.

1. Do you provide a warranty on machines?

• Yes, Hoshizaki ice machines, storage bins, crushers, sushi cases and integrated drain pumps are supplied with a 2 year parts and labour warranty. Condensate pumps are covered by a 1 year limited warranty only. Failure to maintain and clean the pump as per manufacturers guidelines may invalidate the warranty.

1. What should I do if my ice maker is leaking?

• If your ice maker is leaking, turn off the water supply and unplug the unit. Contact us immediately to schedule a service appointment.

1. Why is my ice maker producing cloudy or odd-tasting ice?

• Cloudy or odd-tasting ice can be caused by water impurities or a dirty water filter. Regular cleaning and filter replacement can help resolve this issue.

1. Can you service my ice maker if it’s still under warranty?

• Yes, we can service ice makers under warranty. In fact, it is recommended that an ice maker is serviced from brand new to ensure a long lifespan.

1. Do you offer maintenance contracts?

• Yes, we offer PPM contracts that include regular servicing and priority support. This helps prevent unexpected breakdowns and ensures your ice maker runs smoothly year-round.

1. How do I schedule a service appointment?

• For all service desk queries please contact our Service Team at ukservice@hoshizaki.uk. Our contact number for service and technical support 01322 616900 however, please note we are unable to accept service calls over the phone.

1. What regions do you service?

• We service the UK and Ireland. Please contact us to confirm if we cover your location.

1. What should I do before the technician arrives?

• Ensure that the ice maker is accessible, and any stored ice is removed. If the unit is leaking, turn off the water supply and unplug the machine before the technician arrives.

1. Why is my ice maker not producing ice?

• Common causes include a clogged water filter, issues with the water line, or a malfunctioning component. A service call will diagnose and fix the problem.

1. Can I perform any maintenance on my ice maker myself?

• Yes, you can regularly clean the ice bin and air filter, replace water filters, and keep the area around the ice maker clear of dust and debris. We have detailed some steps below to follow prior to making the service call. Each ice maker also has its own manual so please refer to this. However, professional servicing is recommended for more complex maintenance tasks.

         MAINTENANCE

• Ensure all staff are aware of the dangers of contamination and understand how to prevent it.
• Empty the ice bin completely at least once every week to clean and sanitise with a proprietary cleaning fluid such as Milton and rinsed thoroughly.
• Ensure all objects in touch with the ice – such as scoops, tongs and buckets – are also treated.
• Move ice storage vessels away from customer reach.
• Keep regular checks to make sure the machine is in good condition – especially the door, as broken or loose fitting doors are one of the most common faults to occur on ice makers.

1. What are some Do’s and Don’ts when it comes to day-to-day ice hygiene?

Although not always recognised as such, ice is a food and the ice maker that makes the ice is a food production machine which means that, as well as functionality, hygiene is crucially important. Poorly made, stored or handled ice can potentially become a source of food poisoning. After all, the ice contained in the ice bin is a basic foodstuff in its own right, held in a non-refrigerated vessel!

The Do’s

• Properly wash hands before any direct or indirect contact with ice, ideally using hand sanitizer for at least 20 seconds.
• At all times, hold the ice scoop by its handle and strictly avoid touching other parts of the scoop.
• Create designated and easy-to-reach spots to place your scoop, ideally on a stainless-steel tray or rubber mat with proper drainage.
• Change rubber mat with each shift.
• Pick scoops that are made of non-porous and washable materials with smooth surfaces, such as impervious plastic, fibreglass.
• Only keep items around the ice chest and ice maker that are needed to scoop ice: the scoop and a tray or mat. Remove all other items.
• Optional: Carry out a routine microbiologic sampling of the ice and ice contact surfaces of the ice maker.

The Dont’s

• Don’t handle the ice with your hands.
• Don’t return unused ice back into the ice maker or bin.
• Don’t return unused ice back into the ice chest.
• Don’t store the ice scoop inside the storage bin or chest.
• Don’t expose your accessories to unnecessary contamination by keeping them away from floors, door handles, service charts, and other non-food contact surfaces at all times.
• Don’t place your ice maker within frequent walking routes. It is better to limit access to avoid unnecessary contamination.
• Don’t miss out on your daily, weekly, and monthly cleaning and maintenance routines.