Franke Customer Service — Expert Guide for Owners, Installers and Facility Managers

Overview and where Franke stands today

Franke Group is a Swiss manufacturer founded in 1911 and headquartered in Aarburg, Switzerland. The company is best known for kitchen systems (sinks, taps, hoods, waste management), foodservice equipment and built-in appliances; its brands operate in more than 40 countries and report annual revenues in the billions of Swiss francs. That history matters for service: Franke maintains large spare‑part warehouses for legacy lines going back 10–20 years, which improves repairability versus many newer brands.

Customer service is split regionally: product registration, warranty claims and spare parts are handled through national Franke subsidiaries or authorized dealers, while technical escalations are routed to regional service centers. The single global web portal, www.franke.com, provides country-specific contact points, downloadable manuals and authenticated part diagrams—your first stop for model-specific support and downloads.

How to contact Franke and what to prepare before you call

Always start at the country page on www.franke.com to find the correct phone number and authorised service partner. For warranty or parts queries you’ll typically choose one of three channels: (1) local retailer/installer that sold the product, (2) national Franke customer service (regional phone and email), or (3) authorized service partner listed on the website. Using the correct channel reduces misroutes and average time-to-resolution from days to hours.

Before contacting support, gather the following essential information so the agent can act immediately (see checklist below). Having photos of the product label, serial number and the fault (including any error codes) cuts diagnostic time by approximately 50% and avoids a needless onsite visit in many cases.

• Product model and serial number (from underside of sink, back of hob or inside oven door)
• Date and place of purchase plus invoice or order number (required for warranty validation)
• Clear photos of the fault and product label, short video of the failure if intermittent
• Installation date and name/contact of installer (if factory-installed warranties apply)
• Symptoms, error codes, sequence of events and recent maintenance or cleaning products used

Warranty coverage, statutory rights and documentation

Franke typically offers product-specific limited warranties; length and scope vary by product and country. Typical manufacturer warranties for sinks and taps start at 2–5 years for mechanical parts, with extended coverage up to 10 years on certain composite materials. Appliances (hoods, ovens, coffee systems) commonly have a 1–2 year parts and labour warranty, with optional extended plans available from dealers. Always review the warranty certificate supplied at purchase for exact dates, coverage exclusions (abrasive cleaners, misuse, improper installation) and claims procedures.

Remember statutory consumer protections that operate in parallel: in the EU, a 2‑year legal conformity period is guaranteed for goods purchased from a retailer; in many countries installers and retailers bear first-line responsibility for defects discovered early. If a warranty claim is disputed, retain invoices, registration emails and photos: well-documented claims are resolved faster and with higher approval rates.

Spare parts, documentation and how to order

Franke publishes exploded parts diagrams and part numbers for most models on the national websites or via dealer portals. When ordering parts, use the exact part number printed on the diagram—similar part names can correspond to multiple revisions. For discontinued models Franke maintains parts support for many items for up to 10–15 years; if a part is truly obsolete, the company will typically offer a modern retrofit solution or a trade‑in path through authorised dealers.

Pricing for genuine parts varies by region and complexity: expect small consumables (O‑rings, filters) to cost €5–€30, cartridges and electrical modules €40–€250, and major assemblies (control boards, motors) €150–€700. Shipping and VAT/GST will add to the invoice; authorised service partner labour rates typically run €60–€120 per hour depending on market and travel time.

Typical repair timelines, costs and escalation

Response and repair times depend on location and part availability. Typical targets are: initial contact within 48 hours, remote diagnosis or appointment scheduling within 3 business days, and onsite repair within 7–14 days for standard spare parts. For metropolitan areas the same-day or next-day attendance is possible through local service partners; remote islands and rural areas will take longer due to logistics.

Below are practical, empirically observed ranges to help planning and budgeting; these are averages and will vary by country, taxes and urgency.

• Minor repairs (tap cartridge replacement, gasket change): €80–€220 total; on-site time 30–90 minutes.
• Medium repairs (control module or motor replacement in appliances): €200–€600 total; parts lead time 3–10 days and on-site 1–3 hours.
• Major service or retrofits (hood electronics, integrated coffee units): €500–€1,500+; lead times 1–4 weeks if special parts or calibration is required.

Maintenance, troubleshooting and preventing repeat visits

Effective maintenance reduces service calls. For sinks and taps: avoid abrasive cleaners, descale aerators every 6–12 months, and replace soft seals if leaking. For hoods and appliances: clean grease filters monthly, run self-clean cycles as recommended and record service dates. Franke’s manuals specify cleaning agents and intervals for each material (stainless steel, Fragranite, chrome), and following those guidelines preserves warranty eligibility.

For common faults, perform simple checks before calling: verify isolation switches and breakers, reset appliance after 30 seconds power-down, check filters and waste lines for blockages, and consult the manual’s basic troubleshooting table—often a reset or cleaning avoids a charged service visit. When a technician is dispatched, ask for the fault code and part number used so you can track recurring issues and parts lifespan.

Escalation, purchase of extended service and record-keeping

If first-line support does not resolve the issue, escalate to the national Franke customer service manager or request a case number and expected SLA. Keep written records of every interaction—date, time, agent name, case number and promised next steps. Escalations with clear documentation are resolved faster and are required if you pursue replacement or extended warranty remedies.

Consider an extended service contract for commercial kitchens or multi-unit housing: typical commercial maintenance agreements start at €300–€1,200 per year depending on equipment mix and call-out frequency, and include priority response, annual preventative visits and bulk parts discounts. For homeowners, extended warranties from the retailer or third-party insurers can be cost-effective for high‑use appliances (coffee systems, integrated hobs) where repair bills often exceed €400 after year one.