251 BROMPTON ROAD, KNIGHTSBRIDGE
LONDON, SW3 2EP
0845 250 0010

Service Perfection


At Sub-Zero & Wolf we recognise the need for perfection. As such, our service department aim to not only meet customer’s expectations but exceed them wherever possible.

Our highly trained and experienced engineers and office staff continually receive training directly from the Sub-Zero & Wolf factory in Madison, Wisconsin, USA to ensure that they maintain the high standards that we insist on. This means that we can give you the benefit of our global knowledge, enhanced by the personalised local touch.

This section of our web site provides you with information regarding our Customer Care and Service coverage, allows you to register your free 2 year guarantee, and even gives you the ability to download Use and Care Guides as well as access to our FAQ knowledge-base.

Here at Sub-Zero Wolf, we take customer care very seriously and pride ourselves on delivering nothing short of Service Perfection at all times. So whether you're simply looking for product advice, would like to order spares or accessories or wish to book an engineer visit, our team of customer support agents are ready to provide you with an individual, personalised service. 

Support

Another good thing from Sub-Zero & Wolf - 24 hour telephone customer service.

Sub-Zero & Wolf ranked highest in a Kitchen Appliance Satisfaction Study, carried out by J.D. Power and Associates SM, which makes us very proud and you pretty happy.

To ensure that we continue making you and your Sub-Zero & Wolf appliances happy, we’re proud to offer a 24 hour telephone service, 7 days a week.

So, if you need us, just call +44(0)208 418 3877 any time of day, any day of the week and we’ll be there.

Nationwide Service 

Our team of extensively trained technicians are highly skilled and take part in regular training at our manufacturer's Madison headquarters, ensuring that they are fully up to date on the latest appliance technology. Our engineers aim to visit within 2 working days and hold 90% of parts on their vans. All our repairs carry a 1 year guarantee. 

The Latest Technology...

As we already, said, we do take customer service very seriously and to demonstrate this we have recently invested heavily in the latest Service software. There will be a number of features you that you may never know about, but will just ensure that your interaction with our Service Team will be a smooth and simple one but there are also a few benefits that you will notice and we outline some of them here... 

Updates: Provide us with either your landline, mobile or email address and we will keep you informed about the status of your call and engineer arrival time. 

Satellite Tracked Vehicles: Our fleet of service vehicles are fully satellite tracked, so we can always pinpoint the location of your dedicated engineer. This also means we can divert engineers away from traffic congestion to ensure they arrive on site at the agreed time. 

Laptop Equipped Engineers: Our team of in-house engineers are fully equipped with the latest laptop technology. This allows them to access parts inventory both on their vans and in our main stock, have access to the latest manuals and technical documentation, which all helps to increase 1st time fix rate. 

Maintenance Contracts: A high number of service calls are usually caused by lack of maintenance such as not vacuuming the refrigeration condensers every 3-6 months as recommended in the Use & Care guides. We understand that you may not relish this job and now offer a fully automated maintenance contract that will automatically let you know when it’s time for us to visit, thereby keeping your appliances running smoothly. Guide cost £135 + VAT, please call us for further details. 

Contact

At Sub-Zero & Wolf we recognise the need for perfection. And as such, our Service Department aim to not only meet customer’s expectations but exceed them wherever and whenever possible. In fact we answer all calls on an average of 3 seconds!

We are open 24 hours a day, 7 days a week. No problem is too big or to small, if you need to discuss any issue with your Sub-Zero or Wolf appliance we WILL have the answer! How about that for service.

If you have any questions about your Sub-Zero or Wolf appliance please call, 0208 418 3877 or if you wish to contact us via email, please send your questions to service@subzero-wolf.co.uk

The Team
Greg O'Sullivan
European Group Service Manager
07917 151 1053
Sharon Wilson
PA to European Group Service Manager
Gary Jones
Field Service Manager
07827 965 209
Jason Doherty
UK Service Controller
Zena Davis
European Service Coordinator
James Hepburn
Spare Parts Manager
Debbie Thrumble
Spare Parts Coordinator

Testimonials


At Sub-Zero & Wolf we recognise the need for perfection.  And as such, our Service Department aim to not only meet customer’s expectations but exceed them wherever and whenever possible.

Here, we share with you some of happy customer’s comments and feedback to us:
 

Good afternoon to you,

In a world where people are quick to complain and slow to praise I would like to recount my recent experience with your Wolf appliance service team, and particularly Gary Jones.

I sent a general query by email on Saturday 1st September regarding the non-operation of the two grills installed on the Motor Yacht that I Captain, hoping for an answer and some advice on the Monday of the following week. Instead of that I had a reply from Gary Jones on Sunday morning, what a credit to your organization, his reply was informative, knowledgeable and extremely detailed in its guidance.

I have this morning followed Gary’s advice to the letter and now have two working grills, which has eased the stress on the chef as the owner is coming to the boat on Friday of this week and will surely want his lobster grilled up on the upper deck, particularly if it had not been working!!

I hope this e-mail finds its way to your HR Dept., if they are still called that, and certainly to Gary’s line manager, as I would like his exemplary customer service to be noted, and recognized.

I will not hesitate to pass on my recommendations of your organization to colleagues in the marine world.

With grateful thanks,

Captain MY Alaska

 

To whom it may concern

Following a recent service and maintenance on our Wolf cooker I wanted to write and tell you how impressed we were with your engineer Mike.

When I first contacted your office I was informed that the appliance was already registered with your company (we moved to the house in spring 2011), this gave me reassurance that we were dealing with a professional group.

Although we did require a few visits, due to my commitments, I wanted to inform you that Mike the engineer who visited on a couple of occasions did a through and professional job. When he moved the cooker out he took great care to move any items that may have been knocked, he cleaned the appliance and also offered advice on maintaining the cooker to its highest standard. He was also very conscious of gas leaks and checked things thoroughly at all times. He also waited until I had personally checked that the problem was completely fixed and then left the house as though he had not been there.

After a year of having various trades people doing work in the house I felt that Mike was one of the most unintrusive men that have carried out work for me, hence why I felt compelled to send this e mail.

On one of the visits Mike informed me he had been with the company for 10 years, this really shows in his professionalism and knowledge.

If I require any work from Wolf in the future I will be sure to ask for Mike to return and carry it out.

Regards 

 
Dear Sir / Madam

I felt compelled to write to you and thank you for the excellent service I received from Wolf / Sub Zero yesterday.
We are very security conscious here, as we are in an out of the way  part of Goudhurst.  It was a pleasure to have your engineer  Mike Eales work here yesterday. We felt he was somebody in whom we had complete confidence from the start.

This particular engineer was most  polite and knowledgeable about the Sub Zero freezer and he readily answered a small query about the Broil setting on the Wolf oven, without being at all patronising.

It is a rare thing these days to be able to thank a company for their customer care but in this instant, I am very happy to do so.
I simply felt Mr Eales  co-workers should know of his dedication to the job.

Yours Sincerely
To whom it may concern

Following a recent service and maintenance on our Wolf cooker I wanted to write and tell you how impressed we were with your engineer Mike.

When I first contacted your office I was informed that the appliance was already registered with your company (we moved to the house in spring 2011), this gave me reassurance that we were dealing with a professional group.

Although we did require a few visits, due to my commitments, I wanted to inform you that Mike the engineer who visited on a couple of occasions did a thorough and professional job. When he moved the cooker out he took great care to move any items that may have been knocked, he cleaned the appliance and also offered advice on maintaining the cooker to its highest standard. He was also very conscious of gas leaks and checked things throughly at all times. He also waited until I had personally checked that the problem was completely fixed and then left the house as though he had not been there.

After a year of having various trades people doing work in the house I felt that Mike was one of the most unintrusive men that have carried out work for me, hence why I felt compelled to send this e mail.

On one of the visits Mike informed me he had been with the company for 10 years, this really shows in his professionalism and knowledge.

If I require any work from Wolf in the future I will be sure to ask for Mike to return and carry it out.

Regards
Dear Greg, 

Just to say thank you for sorting out our oven. Stuart has worked his magic.

Mark and I are have been impressed with your (and your team's) excellent customer service skills - sorting things out with efficiency and good humour.

Please feel free to forward our email on to your boss so our praise can be recognised by those you work with. 

In the nicest possible way, I hope not to have to contact you again, or too soon !

Best regards
 
“What a very nice engineer Brian was to have in my home. 

He did not complain about having to wear shoe covers (like so many others do), was informative, polite & very helpful. He even helped to clean the fridge so in future I know how to do it properly.

I decided to call because I don’t think enough people let service companies know when they are appreciated and do a good job!!!!”
“How pleased I was with the level of service I was given today, and also throughout the booking process.  The engineer not only looked at the issue that he had been booked to deal with, but also looked at my other appliances and went through some of the functions with me.  I have never experienced such great customer service.”
 
“Jason was very quick and showed fantastic customer service. Thank you so much – very much appreciated”
 
Just to inform you that the replacement filter for our downdraught extractor was delivered this morning in perfect condition. It fits perfectly and without a blemish. It's such a rareity and a relief to find a company like Westye, where "customer service" does actually mean what it says. Thank you again for all your help.
 
Its heart-warming this kind of service you do these days, parts arrived today and on road to client already.

Thanks a lot for this after sales service.

Take care and have a nice day. 
 
Many thanks Jason and especially for such great service and communication.  We look forward to getting the part from AMS and I'll let Jonathan know the part is ordered. Happy Christmas and may all your fridges keep working! 
 
Dear Service Team 

You are diamonds. I can see you twinkling from here! I must say it is 

always a real pleasure dealing with you.
 
Wow, you are efficient – I’m impressed.
 
Dear Greg

I just wanted to say Thank You So Much for the service we received today from your Company.

Our Sub-Zero is now working, for a while, until the replacement parts are ordered and fitted.

You have restored my faith in the British Service Industry, warm friendly greeting on the telephone,

going that extra mile to get the engineer out quickly, and a quick efficient result from his visit.

Thanks again 
 
Greg

Yes I have been given the information I needed thank you.  Very impressed with the speed in which your company has dealt with my enquiry.

Regards,
 
Wow, that’s speedy

Thank you for all your help, it’s been so nice to deal with someone so efficient. Please tell your management!

Best
 
Good morning

I have just spoken to your service department and booked for an engineer to look at my SUB ZERO 690 and I would just like to say what a pleasure it was to speak to a gentleman called Jason who was so polite courteous and understanding as well as being helpful he certainly is an asset to your company
My husband and I run a number of businesses’s and so good customer service as it is something we educate our own staff in and we very much appreciate any comments from our customers about this

With regards
 
Good afternoon Zena,

A belated, but very heartfelt thank you for you help with the problem with our Sub-Zero 690 Fridge/Freezer.

I wanted to wait to make sure that the fridge was working OK before I got in touch with you again. It is working perfectly,  and I would like to take this opportunity to complement the engineer whom we found to be a pleasant, helpfu, who knew what he was doing.

Thanking you again,

Best regards,
 
Amanda,

I should say how helpful and totally practical Stuart was when he came over to fix the problems. A really good job, totally effective and done by an engineer who does you and your product great credit. Please thank him from us. 
 
Dear Zena,

We cannot thank you enough; it is perfect now the service light has vanished, due to your step-by-step advice on checking the sub zero fridge freezer.  Once again, I hope your managers at your company know how helpful and professional you are and a pleasure to deal with.  Once again thank you Zena.  It is very rare that you get this kind of service from companies today.
 
Dear Greg 

Thank you for your assistance, both you and Jason have been very helpful.Your company are lucky to have you!
 
 
Dear John

It’s in and on and ....................it was worth the 20 year wait, I adore it.
 
 
Dear Zoe,
 
Apologies we have been away.  Your service has indeed been the best in the industry from delivery to crew, organising, quick feedback, slotting in with our availability and I am now convinced we can't live without our Sub Zero!  We have 2 Miele fridges in our current kitchen, one hasn't worked since we moved in and the other is used for drinks only.  Thank goodness for our Sub Zero that has been a life saver!
 
We will be in touch again as soon as we know where we are moving to from this property which is a rental and we look forward to working with you and the rest of the team again. I have to say, the removal service is honestly fantastic and I'm so pleased to have found out about it.
 
Many thanks and kind regards,
Melanie
 
 
“Thank you so much for your service, I’m amazed by it! I have told all my friends who say that you just don’t hear about such service these days!! Your engineer Brian is a ‘rare gem’ and you are lucky to have him!”

 Mr. Shreeve, Essex

Warranty Registration

To register your Sub-Zero or Wolf appliance, please fill in the form and a member from our Service team will contact you shortly.

To see the terms & conditions of our warranty, please see the below PDF's avaibale to download.

Sub-Zero Warranty T&C's
Wolf Warranty T&C's
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Terms & Conditions:


To locate and download the most up to date Use & Care Guides for your product please select from the product range below and then find your model in the results
Product type:
Product range:
Product:
 
Your product's Serial numbers allow us to identify the exact model of the appliance you have. To find where the Serial Number is located please click on the appropriate appliance series below:

600 Series

601F/601R ALL FREEZER/
601RG ALL REFRIGERATOR/GLASS DOOR


Product Image Serial Tag location
Arrow
Open Door next to Hinge

Condenser location
Arrow
Bottom
680/690/685/695 SIDE BY SIDE

Product Image Serial Tag location
Arrow
Open Freezer Door next to Hinge

Condenser location
Arrow
Top
650 OVER-UNDER/
650G OVER-UNDER WITH GLASS DOOR


Product Image Serial Tag location
Arrow
Open Door next to Hinge

Condenser location
Arrow
Top
  661 SIDE BY SIDE

Product Image Serial Tag location
Arrow
Open Freezer Door next to Hinge

Condenser location
Arrow
Top
632/642 SIDE BY SIDE

Product Image Serial Tag location
Arrow
Open Freezer Door next to Hinge

Condenser location
Arrow
Top
  611 OVER-UNDER/
611G OVER-UNDER WITH GLASS DOOR


Product Image Serial Tag location
Arrow
Open Door next to Hinge

Condenser location
Arrow
Top
648 (AKA PRO48)

Product Image Serial Tag location
Arrow
Open top Left hand drawer and look up

Condenser location
Arrow
Top

FAQ

Please select a category from below to view a list of questions and answers: