Labcold provides essential servicing and support through our team of fully trained in-house engineers. We use only original or manufacturer-approved spare parts to maintain compliance, safety and performance. Labcold wants to maintain the highest level of operation for all our medical devices, that is why we recommend servicing and repairs are carried out exclusively by Labcold engineers for complete peace of mind.

What You Can Expect

We know that downtime can be costly. At Labcold we are proud to offer dedicated customer care and technical support across the UK. We have a breadth of support systems for our customers to resolve issues as quickly and as efficiently as possible

• Customer Care Team - Our friendly and knowledgeable advisers are here to support you. Whether you have questions, need guidance, or want additional resources, helpful materials, user guides and video tutorials as needed, we’re happy to help. Should the issue be more complex; the Customer Care team will escalate the enquiry to the  Technical Support team to help you further.
• Technical Support Team -  This team is there for questions and requirements of a highly technical nature. They will attempt to resolve any technical query with you. Should your unit require further attention, this team will schedule a visit from one of our expert field engineers.   
• Nationwide Field Engineers - In some instances an engineer may need to come to your site. We have a dedicated team of highly skilled engineers (covering the UK mainland, Scottish Isles and Channel Islands) ready to inspect, repair and maintain your equipment. or commission, service or calibrate your product.
• Inhouse Repair Team - When a on-site repair is not feasible due to the nature of the issue, we will transport the unit to our head office, where our in-house engineers will complete the work in a safe and controlled environment. This approach is particularly crucial when handling refrigerants, ensuring the safety of both our team and yours. Throughout the repair process, we will keep you informed with regular updates on the status of your unit. 

Customer Care Process

Labcold is committed to delivering fast, efficient and expert support to keep your critical refrigeration equipment operating at its best. Our structured service process ensures minimal disruption and a seamless resolution:

• Product Registration - Your equipment details and unique serial number are recorded in our system for accurate tracking and service history.
• Initial Troubleshooting - Our customer care team will assess the issue and provide step-by-step guidance to resolve common problems remotely.
• Escalation to Technical Experts - If further expertise is required, you’ll be connected to a specialist for in-depth technical support.
• Engineer Visit - When an on-site visit is necessary, we aim to have a trained engineer at your location as quickly as possible. 
• Case Tracking and Confirmation - You’ll receive a call reference number via email, ensuring full visibility and follow-up on your support request.
• After Care - Once the case has been resolved, you will receive an email or call from the team to ensure you are completely satisfied with the support you received throughout the process. 

This streamlined approach guarantees a professional and responsive service, keeping your essential refrigeration equipment fully operational with minimal downtime.

Get Support Today

By choosing Labcold engineers for servicing or repairs, customers protect the integrity of their medical equipment, ensuring continued compliance and minimised risk. Whether you need troubleshooting advice, spare parts, a preventative maintenance contract, or an engineer visit, the Labcold team is here to help.