Not cooling as expected
Share the displayed temperature, target condition, ambient conditions, load and when the issue started. Include an exterior installation photo and any error code.
Prepare this support request →Support designed with the rollout
12-month unit warranty.
3-year compressor coverage.
A visible baseline for coverage, startup spares, response times and claims—then a model- and market-specific warranty schedule in the commercial agreement.
Find the next step
What needs attention?
Condensation or icing
Show where moisture or ice appears, the room conditions and opening pattern. Include the controller display and the door seal as seen without dismantling it.
Prepare this support request →Damage on delivery
Keep the packaging and photograph the outer carton, shipping label, affected area and delivered quantity. Include the delivery date and order reference.
Prepare this support request →Missing or replacement parts
Identify the model and order, describe the part and quantity, and share a photo or packing-list reference. A similar-looking part still needs a fit check.
Prepare this support request →UNIT12 months
Standard factory warranty from shipment unless agreed otherwise.
COMPRESSOR3 years
Replacement compressor for a verified manufacturing defect.
SPARESNormally 1%
Startup parts planned around the released model and order quantity.
RESPONSE1 business day
A named case owner acknowledges a complete support request.
Standard coverage
Make support
part of the quote.
Coverage is useful only when duration, parts, exclusions, local responsibilities and the evidence needed for a remedy are all written down.
Whole unit
12 monthsStandard factory coverage for verified manufacturing defects in covered components and workmanship, measured from shipment unless the contract states otherwise.
Compressor
3 yearsReplacement compressor coverage for a verified manufacturing defect. Refrigerant, freight and local labour are included only when stated in the contract.
Startup spares
Normally 1%Plan an agreed critical-parts pack around the model and rollout, normally using 1% of order quantity as the starting point. Identify the part list, quantity per part and rounding for small orders in the quotation.
Lifecycle supply
Parts pathwayRequest service parts by model, serial or order reference and part identity. Availability, any proposed substitute, price and dispatch timing are confirmed per request; agree any required long-term stocking commitment in the contract.
Support service levels
Know what happens next.
Response timing begins when the case contains enough information to identify the unit, operating environment and reported fault.
Acknowledge
Within 1 business dayConfirm the case owner, evidence received and missing information.
Initial diagnosis
Within 3 business daysProvide initial technical direction after the required evidence is complete.
Batch containment
Within 5 business daysFor a verified repeat issue, issue an initial containment and corrective-action plan.
Parts dispatch
Date confirmed per caseConfirm availability, shipping method, cost responsibility and tracking before dispatch.
Coverage boundaries
Clear exclusions prevent surprises.
The project warranty schedule identifies covered components, start date, remedy, parts freight and local service responsibility. The accepted contract takes precedence over this standard summary.
- Transit damage not attributed to factory packing
- Incorrect voltage, installation, ventilation or ambient conditions
- Misuse, poor cleaning, neglected maintenance or unauthorized modification
- Normal wear, consumables and cosmetic damage after acceptance
- Local labour, refrigerant, duties and freight unless agreed in writing
- A claim without model, serial and reasonable diagnostic evidence
Claim pathway
One case.
Four controlled steps.
A complete record speeds remote diagnosis, exposes a repeated issue and creates traceability for the remedy and the next production run.
01 · IdentifyModel, serial number, order reference, location and installation date
02 · RecordPhotos or video, controller readings, ambient condition and operating history
03 · DiagnoseSafe checks completed, suspected cause and whether other units are affected
04 · ResolveTechnical guidance, replacement part, credit or unit remedy according to verified cause and contract
Remedy and responsibility
Depending on the verified cause and contract, the remedy may be technical guidance, a replacement part, commercial credit or replacement of a non-repairable unit. MARKOOL confirms freight, labour and local service responsibility in writing before action.
Planning a regional rollout?
Build the support pack now.
Share the model, destination, rollout quantity and local service setup so startup spares and documents can be included in the quotation.
Request a warranty schedule ↗