Under what condition will MSF provide warranty services for Marble Slab Creamery Equipment?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
necessitated by catastrophe (including without limitation electrical surges or outages), accidents, neglect, misuse, spillage, fault or negligence of Customer, faulty electric power or air-conditioning, or any other causes; (ii) to service or repair accessories, apparatuses, attachments, or any other devices that MSF does not support; (iii) to make changes, modifications or alterations to Equipment; (iv) to rebuild or overhaul Equipment; (v) to replace expendable parts on the Equipment, including but not limited to printer consumable supplies, cables, or removable media; (vi) for any software listed in the Manuals or otherwise in writing (the "Supported Software") when necessitated by catastrophe, accidents, neglect, misuse, fault or negligence of Customer, faulty electric power or air-conditioning, or any other causes other than ordinary use; (vii) to correct any problems in the functionality of the Software that are caused when the Software is used in conjunction with software that is not software approved by MSF or Franchisor or used on a system other than the Brand Technology System on which the Software was originally installed; or (viii) to support any software or hardware not listed in the Manuals.
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- LIMITATIONS OF SERVICE. The Help Desk is accessible via email, text and telephone during the business hours listed in the Manuals. Any requests for service after these hours of operation will be addressed the following business day.
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- WARRANTY CLAIMS ON EQUIPMENT AND SUPPORTED SOFTWARE. With respect to the Equipment and Supported Software, MSF may act as an agent to facilitate warranty or maintenance claims on behalf of Customer. MSF shall not provide Services to Customer for any Equipment or Software for which Customer has not obtained from the appropriate manufacturer or vendor a warranty or maintenance agreement. MSF cannot guarantee resolution for any Equipment or Software issue more quickly than the response and repair time of the manufacturer or vendor providing warranty or maintenance services for such Equipment or Software. It is the Customer's sole responsibility to maintain warranty or maintenance coverage on all Equipment that are required for a complete functioning Brand Technology System, including but not limited to the PC, printers, POS system, networking equipment, communications equipment or server and internet connectivity.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to the 2025 Marble Slab Creamery FDD, MSF may act as an agent to facilitate warranty or maintenance claims on behalf of the franchisee. However, MSF will not provide services for any equipment for which the franchisee has not obtained a warranty or maintenance agreement from the manufacturer or vendor. It is the franchisee's responsibility to maintain warranty or maintenance coverage on all equipment required for the Brand Technology System, including PCs, printers, POS systems, networking equipment, communications equipment, servers, and internet connectivity.
If a franchisee requires additional services from MSF to restore the full functionality of the Brand Technology System following the failure of a system not covered by a required warranty or maintenance agreement, the franchisee will be responsible for paying MSF's current hourly rate. This rate includes labor, travel time, expenses, shipping, and material costs incurred while restoring system functionality. Payment for these additional services is due within five days of MSF's provision of such services.
MSF also has no obligation to provide services to maintain, repair, or replace equipment when the issue is caused by catastrophe, accidents, neglect, misuse, spillage, faulty electric power or air-conditioning, or any other causes. MSF will also not provide services to service or repair accessories, apparatuses, attachments, or any other devices that MSF does not support, make changes, modifications, or alterations to equipment, rebuild or overhaul equipment, or replace expendable parts on the equipment, including but not limited to printer consumable supplies, cables, or removable media.