Frequently asked questions

Looking to learn more about DSL? You’ve come to the right place! 

What are DSL’s Office Hours?

DSL’s office is open Monday to Friday, 8:00 am to 5:30 pm. Our service department operates 24 hours a day, 7 days a week with our on call service technicians.

How does DSL charge for travel time?

DSL charges for travel as a flat rate charge for each city and town in Western Canada. This is based on travel time and distance to each location. This flat rate method allows DSL to quote a service call price that includes getting our technician to the site.

What is preventative maintenance? Why does my equipment need it?

Preventative Maintenance is key to maximizing uptime, product consistency, and profitability.

Our certified factory technicians replace wearable parts while performing comprehensive checks on your equipment to identify potential issues and ensure your equipment is operating at peak performance.

Contact us at 1-800-665-1125 or for more information regarding our preventative maintenance programs.

Why should I choose DSL for my repairs? Can’t my local repairman do it?

DSL has over 80 factory trained technicians that specialize in the service, maintenance, and installation of our equipment. Each truck in our fleet of nearly 100 vehicles is stocked with over $30,000 worth of manufacturer recommended parts that are replenished weekly.

DSL also guarantees its service for 30 days from the date of repair, and all parts, excluding wearable items, feature an extended parts replacement coverage of a minimum of 90 days, even if the equipment is past its original warranty period.

Does DSL service other equipment?

DSL technicians are uniquely equipped and trained to service all models of TaylorHenny PennyFranke Coffee Systems, and Flavour Burst equipment. We are also trained on certain models of fountain drink equipment and ice dispensers.

We suggest checking with your manufacturer for recommended service agents for equipment we do not specialize in.

I need to order parts, how can I?

Call us at 1-800-665-1125 or email to place your order today.

What if I need additional support on my service request?

After requesting service online or at 1.800.665.1125, you will receive a service request number. If required, contact DSL’s service department and request an escalation on your service request. Reasons for an escalation can include a missed appointment, multiple visits with no resolution, or if an expedited repair date is required. Upon requesting an escalation, a DSL manager will contact you to confirm your escalation request and gather more information if required. On resolution of your service request, you will receive an email notification for the associated request number.

What is the AIO (All In One) program?

DSL also provides a cost-certainty service subscription platform, AIO, for one competitive monthly price. DSL offers all-inclusive service, including all parts, service, overtime labour on weekends or afterhours, Auto-shipments for Tune Ups kits and consumable items used to operate your DSL Supplied Equipment. This service program provides cost assurance and improved equipment uptime when it’s needed to most!

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