How to Book a Service or Lodge a Warranty Claim with ICS Pacific

Reliable refrigeration is critical—whether you’re storing vaccines, displaying food, or running a busy hospitality operation. At ICS Pacific, we’ve made it simple to book a service or lodge a warranty claim, so issues are resolved quickly and downtime is kept to a minimum.

This guide explains when to book a service, when a warranty claim applies, and how to get support efficiently.

When Should You Book a Service?

Routine servicing helps keep your equipment operating efficiently and extends its lifespan. You should consider booking a service if:

• Your unit is not maintaining the correct temperature
• You notice unusual noise, condensation, or alarms
• Performance has declined over time
• The unit is due for preventative maintenance
• You want to ensure compliance (especially for medical refrigeration)

Regular servicing is particularly important for medical refrigerators, where temperature accuracy and cold-chain integrity are essential.

When Does a Warranty Claim Apply?

ICS Pacific cabinets are backed by a 3-year parts and labour warranty (excluding some clearance models). A warranty claim may apply if your unit develops a fault related to manufacturing defects, provided installation and maintenance requirements have been met.

• Common examples where a warranty claim may be valid include:
• Component failure under normal operating conditions
• Electrical or mechanical faults not caused by misuse
• Manufacturer-related defects

Warranty does not cover fair wear and tear, incorrect installation, lack of ventilation, improper cleaning or incorrect electrical supply.

If you’re unsure whether your issue is service-related or warranty-related, our team can help guide you.

How to Book a Service with ICS Pacific

Booking a service is straightforward:

1. Visit the Service Request section on our website
2. Complete the online form with your unit details
3. Include the model name, serial number, and a brief description of the issue
4. Submit the form and our service team will contact you to coordinate next steps

If required, ICS Pacific can arrange a qualified technician through our nationwide service network, ensuring timely support wherever you’re located.

How to Lodge a Warranty Claim

If you believe your issue may be covered under warranty, follow these steps:

1. Navigate to the Warranty Claim form on our website
2. Complete all required fields to avoid delays
3. Upload a clear photo of your entire cabinet, including its surrounding environment
4. Provide a brief description of the fault and when it occurred

Once submitted, our service team will assess the information provided and advise on the next steps. Many issues can be resolved quickly, and if an on-site visit is required, we’ll coordinate this for you.

Tips for Faster Support

To help us assist you as quickly as possible:

• Have your model and serial number ready
• Ensure photos clearly show the unit and surrounding installation
• Describe any alarms, error messages, or recent changes in performance
• Confirm the unit has correct ventilation and power supply

Providing accurate information upfront helps reduce back-and-forth and speeds up resolution.

Ongoing Support You Can Rely On

From spare parts and preventative maintenance to warranty support and technical guidance, ICS Pacific is committed to supporting your equipment long after installation. Every unit is tested before dispatch, and our service processes are designed to protect performance, compliance, and peace of mind.

Need help now?

Book a service or lodge a warranty claim via our website, or contact the ICS Pacific support team for expert assistance.