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After Hours Service Call Protocol
Note: The "Checklist Before Calling the Taylor Company Call Center" form must be completed before
starting the "After Hours Service Call Protocol" side of the form.
1. Name
2. Company
3. Grill or Frosty Machine Issue
4. Wendy's Corp. Assigned Site Number
1.
Is this a meat cooking issue?
a.
If yes, go to question #2 for 2 oz. meat or question #3 for 4 oz. meat.
b.
If no, is it regarding grill operations/controls?
1.
If yes: go to question 4.
2.
If no: a follow up service call will be made the next business day.
2.
2 oz. Meat Cooking Issue
a.
Do you have one platen that will cook 2 oz. meat?
1.
If yes: a service call will be dispatched the next business day.
2.
If no: an emergency call will be dispatched.
3.
4 oz. Meat Cooking Issue
a.
Do you have one platen that will cook 4 oz. meat?
1.
If yes: a service call will be dispatched the next business day.
2.
If no: an emergency call will be dispatched.
4.
Grill Operations / Controls
Does the grill respond to controls ... change modes, turn off, turn on?
a.
b.
If no:
1.
Go to the back of the grill and pull white switch outward and see how many of the two red lights are
lit. If one or none light up, go to main breaker panel and turn both grill breakers off and then back on.
Check grill and make sure both lights are lit. If both are lit, go to next step. If not, call your local
maintenance person or electrician to find out root cause of power loss at grill.
2.
Do a hard reset by leaving the white switch pulled out and both red lights lit for one full minute (60
seconds). Push the white switch back inward. The two red lights should go out. Restart the grill.
c.
Is grill working properly now?
1.
If yes: the store will be called the next business day to resolve any further points.
2.
If no: an emergency call will be dispatched.
5.
Calls that will receive a follow up the next business day.
a.
Meat quality issues with meat temperatures above 175°F (79°C).
b.
Issues effecting a single platen. (Cook cycle interrupt, platen comes up too fast, platen won't open, etc.)
c.
Requests for grill parts. (Release sheets are ordered with food order and smallwares are ordered from
Kitchen Equipment Supplier - KES.)
C801/C801R/F802/P802/C803/C803R/C804
5. Serial Number
6. Phone Number
7. City, State
8. Are you a Taylor Technician?
39
Troubleshooting Guide
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