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FAQs

Our aim is to provide our customers with the best aftercare service in the industry, please feel that you can phone us, but do have a look at our FAQ’s for quick answers to some of the more common issues.

We also have a You Tube channel with several trouble-shooting videos: www.youtube.com/user/WenlockSpring

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Water from the hot tap is not hot

Ensure the hot water switch on the back of the cooler is turned on.

The water cooler is noisy

Some coolers will make a noise when heating or cooling. This is normal and will stop after a short while.

Water is appearing on the floor

Check to see if the drip tray needs emptying.
Check to see if bottle is leaking and/or cracked. If so, the bottle will be replaced free of charge at the next delivery. Remove the bottle from the cooler and mark as faulty. Put fresh bottle on cooler.

The water cooler smells bad

Empty and clean the drip tray regularly to avoid odours.

The water tastes different / odd from the water cooler

Wait until the water has chilled / heated properly. If the cooler has been recently sanitised, there may be a difference in taste. This is not harmful – simply flush some water through the taps or wait a short while.

No water is coming out of the mains fed water cooler

Has someone turned off the supply to the POU cooler? Has the special grey water bloc devise been activated and needs resetting again?

No water flows from the tap of the water cooler

Replace the bottle, if empty. There may be an air blockage. Lift the bottle off the cooler and place back on. Perform this procedure 2 or 3 times. Ensure that there are cups positioned on the cup station and open both taps.

Water from the cold water tap is warm from the water cooler

Check the cooler is plugged in and switched on at the wall. If the cooler has just been used extensively leave to re-chill for 15 minutes. Check with another electrical item that the electricity outlet works. If it works, change the fuse on the cooler plug. Check the thermostat at back of cooler and adjust to reduce temperature.

There is a plastic cap or sticker floating in the bottle of the water cooler

The self-sealing valve has come loose from the cap. There is no action required. The water quality has not been compromised. While the bottle is on the cooler it is still sealed within the probe mechanism. Do not lift the bottle until empty or the water will escape. The protective sticker has been pushed inside the bottle. Remember to remove the sticker.

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