Avantco Customer Service — Professional, Practical Guide

Overview of Avantco Support Channels

Avantco is a widely distributed commercial-equipment brand sold primarily through large foodservice distributors and e-commerce retailers. The most common point of first contact for end users is the retailer that sold the unit (for example, WebstaurantStore at www.webstaurantstore.com). Retailers handle return authorization, warranty intake, and often coordinate with Avantco’s parts department or factory service vendors on the customer’s behalf.

Most support flows follow a three-tier path: (1) retailer customer service for returns and RMA (return merchandise authorization), (2) Avantco/brand-level parts and warranty verification, and (3) field service vendors or in-house technicians for on-site repairs. Typical initial response time from a retailer or factory support team is 24–48 business hours; expedited cases (safety, refrigeration failure) are often prioritized within 4–8 business hours.

Preparing for a Support Request

Before calling or emailing, collect three critical pieces of information: model number, serial number, and proof of purchase (invoice or packing slip). The model and serial number are usually on a rating plate inside the cabinet (door jamb, back panel, or under the control box). Photos of the rating plate plus clear photos or short video of the failure (noise, leak, temperature display) reduce diagnostic time by 40–60% based on field service metrics.

Include operating conditions when reporting (ambient temperature, load, daily door openings, electrical supply voltage). If the unit is a refrigeration product, note current internal temperature and thermostat setting; if it is a hot/prep unit, include power and gas supply details. This information expedites warranty validation and helps determine whether an on-site visit is required.

Checklist to Have Ready (Quick Value List)

• Model & serial number (photo of rating plate). Essential for warranty lookup and parts lookup.
• Proof of purchase (invoice, purchase order, or packing slip) with date — most warranties are measured from invoice date.
• Short video of the fault (10–30 seconds) showing symptoms and control panel behavior.
• Operating environment data: room temp, daily cycles, and estimated customer load (e.g., 300 covers/day).
• Electrical details: voltage, phase, breaker size; for gas products include pressure and supply pipe size.

Warranty, Returns and Parts — What to Expect

Avantco products are typically sold with a limited manufacturer warranty; industry norms for this class of equipment are 1 year parts and labor, with longer limited coverage (commonly 3–5 years) on sealed refrigeration components such as compressors. For specifics on a given model, the retailer’s product page and the included warranty statement are the authoritative sources. If the unit was purchased from a third-party reseller, the reseller’s return window (often 30–90 days) also applies for convenience returns.

When a warranty claim is approved, repair paths include (a) shipment of replacement parts to the end user, (b) replacement of the entire unit (RMA and return), or (c) dispatch of a factory-authorized service technician. Parts orders typically ship ground within 1–3 business days from a central US parts depot; expect standard ground transit of 2–7 business days, expedited shipping at added cost.

Repair Logistics, Typical Costs and Timelines

Understanding expected costs and timelines makes customer conversations transparent. Typical field labor rates for foodservice equipment technicians run $75–$150 per hour depending on region and complexity. Common parts and approximate retail replacement costs (including typical online parts prices as of 2025) are listed below — labor and tax are additional.

• Thermostat or control board: $45–$180.
• Evaporator or condenser fan motor: $50–$160.
• Compressor (drop-in): $300–$900 depending on BTU rating.
• Valve, solenoid, or refrigeration service kit: $35–$250.
• Door gasket replacement: $35–$90 per door.

On-site repairs that require single standard parts are often completed within one visit; parts-only deliveries that the customer installs typically arrive in 3–7 business days. Full-unit replacements (RMAs) from large distributors typically require 7–21 business days for approval, return shipping, inspection, and shipment of replacement equipment — expedited replacement options may be available at premium cost (often +20–30% over list price). Typical retail price ranges for common Avantco categories in 2025: undercounter refrigerators $600–$1,400; 2-door reach-in coolers $1,200–$2,700; prep tables $700–$1,800.

Escalation, Preventive Maintenance and Best Practices

If initial contacts do not resolve a failure, escalation paths include asking the retailer to open a manufacturer-level case, requesting technical notes or schematic diagrams, and documenting all interactions with dates and ticket numbers. Escalation to a manager or technical specialist is appropriate when response times exceed published targets (for example, no action within 72 business hours for critical refrigeration failures).

Preventive maintenance reduces service calls: schedule condenser cleaning every 60–90 days in dusty kitchens, verify door gasket integrity monthly, and log temperatures daily. A simple spare-parts kit (one gasket, fan motor, thermostat/control board) costs $150–$450 depending on model and can reduce downtime from days to hours in a typical multi-unit operation. For multi-site restaurants, centralized spare inventories and a preferred technician contract (annual service contracts with guaranteed response windows 24–72 hours) are best practice to control total cost of ownership.

Where to Get Official Support

Start with the retailer you purchased from (for example, WebstaurantStore at www.webstaurantstore.com) and follow their RMA/warranty intake procedures. If you have a dealer or installer who performed initial setup, involve them early — many warranty disputes are resolved faster when a certified installer documents correct installation and electrical hookup. Keep all paperwork and photos in a single folder (digital preferred) to accelerate any claim processing.

For long-term fleet management, maintain a spreadsheet or CMMS record with unit model/serial, install date, last service date, and parts used; this reduces repeat failures and provides the exact documentation warranty teams require. Well-documented claims are approved far more quickly; field-service providers and manufacturers historically approve documented warranty claims 60–80% faster than undocumented ones.

How to reset Avantco refrigerator?

How to Reset an Avantco Refrigerator’s Minimum Temperature. Resetting your Avantco refrigerator’s minimum temperature is a quick and easy task. Hold the “SET” button for one second. Use the arrow buttons to adjust the temperature to 33 degrees Fahrenheit or whatever minimum temperature you want the unit to run at.

How long does a commercial fridge last?

10 to 15 years
Average Lifespan of Commercial Refrigerators
Most refrigerators last from 10 to 15 years, depending on the type of refrigerator and how it is used. If your refrigerator is older than 10 years, it is time to start keeping an eye out for some of the tell-tale signs of refrigerator decline.

Who makes Avantco in the USA?

Clark Associates Inc. DBA Avantco Equipment | NSF.

How to fix a commercial refrigerator not cooling?

Troubleshooting Your Commercial Refrigerator

1. Check the condenser coils for dirt. Dirty condenser coils are the most common reason for commercial fridges not cooling properly.
2. Check the doors. Your unit won’t stay cool if the doors are not closing properly.
3. Check the thermostat.

Where is Avantco refrigeration made?

North America
Made in North America, this Avantco A Plus solid door reach-in refrigerator gives your establishment the performance you need and rely on for proper food safety!

How do I contact Avantco refrigeration?

For phone support you may call 717-381-4844. Please see the warranty document for coverage duration, limitations, and further details.