Frequently Asked Questions

There are many common questions so we've tried to list as many of those as we can. If your query is not answered here, please feel free to contact us directly.

Spare Parts

Q) How do I find the spare part number for my Falcon product?

A) Spares information for all our current and archived products (except Dominator Plus) can be found on our Spares page. Dominator Plus spares information can be found within the individual product entry - see product catalogue to search for your desired model. If you have any issues identifying what spare part is required, please contact our technical helpdesk on +44 (0)1786 455 218 and they will advise you.

Q) Where can I purchase spare parts for my Falcon equipment?

A) You can purchase spare parts directly from us. Please contact our Spare Parts Department on +44 (0)1786 455 200.

Q) Where can I buy a new Falcon appliance?

A) We sell our products through a network of approved distributors. For a list of these and to find your nearest outlet, please visit Where To Buy. Alternatively, contact your local Area Sales Manager or call +44 (0)1786 455 200 for more information.

Q) Do you sell second hand equipment?

A) No, but we do occasionally have ex-demo equipment available. Please check the Surplus Stock section for current availability. Alternatively, some of our distributors deal in second hand equipment. Please visit Where To Buy for a list of distributors or contact us directly for further information.

Q) How quickly can you supply my new appliance?

A) This depends upon the product in question. We hold stock for immediate delivery of popular units, including ranges, chargrills, grills and fryers.

Q) I am unsure which the best piece of equipment is for me, can you advise?

A) Absolutely. It is important that you buy the best equipment for your business. Our Area Sales Managers will be happy to assist with selecting and the specification of new equipment. For specific culinary enquiries, please contact our development chef directly on +44 (0)1786 455 296 or email: chef@falconfoodservice.com. You may find our Why Buy, Buying Guides and Chef's Tips documents useful - these are all available in our Advice Centre.

Warranty

Q) How do I register the warranty for my new appliance?

A) To register your new appliance, please complete the warranty registration form or return the warranty registration card that was supplied with the unit.

Q) What warranty will I receive with my new Falcon product and what does it cover?

A) All new equipment is guaranteed against defective workmanship, faulty components and material for 12 months from date of dispatch, providing it is installed within two months of manufacture. Please see our Warranty Policy for more information and details of what is not covered.

Supporting Documentation

Q) I don’t have the user manual for my appliance. Where can I get one?

A) All current product user manuals can be found within each individual product listing. Please either use the search function or find the unit in our Products section. All current products are listed but if your particular product is an older model, please contact us directly.

Q) I need the CAD drawings for an appliance. Where can I find this?

A) Each individual product listing includes cad drawings. Please use either the search function or find the particular unit in the Products section.

Q) Where can I find the specification sheet for a particular product?

A) All our specification sheets are included in the documents tab of the individual product entry within our Product section.

Q) Where can I find pricing information for Falcon products?

A) Our price list is available to download from the Literature section of the Info Centre.

Servicing and Repair

Q) I have a problem with my appliance. Who should I call?

A) For all repairs and servicing, please call Serviceline on 01438 363 000.

Q) What should I look for when choosing an equipment installation or service company?

A) All engineers should be suitably qualified and in the instance of gas appliance work, should be Gas Safe registered. Additionally any gas appliance fitted with a forced draught burner system such as the Infinity fryer or Eloma gas combi ovens require the engineer to have a COMCAT 5 qualification.

We recommend using our sister company Serviceline for all installation and servicing requirements.

Eloma

Q) Where can I purchase Eloma Autoclean chemicals for my combi oven?

A) These can be purchased directly from Falcon. Please visit the Eloma page for more details.

Q) Where can I get a COSHH sheet for Eloma Autoclean chemicals?

A) COSHH sheets for Eloma detergent and rinse aid can be downloaded from the Literature section of our Info Centre.

Q) How long is the HACCP information retained on the Combi?

A) HACCP has the capacity to store 200 cooking sessions at a time. Depending upon frequency of use, this could be weeks or months. However, the information can be downloaded as regularly as required.

Q) Do I have to use the Eloma specified detergent and rinse aid?

A) Yes, otherwise you may invalidate your warranty as Eloma recommend these products for optimum performance.

Q) Why do I need to use a water softener with the Eloma combi?

A) A water softener prevents a build up of scale and protects against corrosion from aggressive water.

Q) What is a pro-connect system for an Eloma combi and what is the cost?

A) The pro-connect system is the simple and easy way to link your combi to your pc. It allows you to enter your recipes on your pc then upload to the combi and vice versa. It also allows you to save HACCP data to your pc, meaning that you can have that record for as long as you require.

Chargrill

Q) How long does the chargrill take to heat up before it is ready to cook?

A) It takes 40 minutes for the chargrill to heat up to cooking temperature.

Q) What is the capacity of the water trough under the chargrill?

A) The approximate capacities are as follows: G31525 = 10 litres; G31225 = 8 litres; G3925 = 6 litres; G3625 = 4 litres and G3425 = 2.5 litres.

Q) Will I need to top it up during lunch/dinner service?

A) Yes, the water will evaporate during service so it is advisable to check the water level regularly, topping up when required.

Induction

Q) Can my four zone induction hob hold more than four pots?
A) Yes, you can use more than four pots on a four zone induction hob. This is dependent upon size of pot but you can comfortably have more than 1 pot on each zone. However, please be aware that this will affect efficiency.

Q) How strong is the glass top?

A) The glass top has to pass what is called a 'drop test' in order for it to be approved for sale. This involves dropping an 8 inch diameter pot weighing 4kg onto the glass hob from a height of 150mm several times.

Q) With the induction range, why can’t the oven be 2/1 GN compatible?

A) At present, it is impossible to fit the necessary components of the induction hob into a standard 900mm wide unit and retain the 2/1 gastronorm oven. However, the technology is developing rapidly so in the future it may be possible.

Filtration Fryers

Q) How much longer will my oil last with a filtration fryer as opposed to the non-filtration model?

A) This is a very difficult question to answer as there are many variables to take into account - food being fried, quantity, temperature of food, temperature of oil, barrier fried in (i.e. breadcrumbs, batter etc), service times etc

Q) Can I filter the fryer when the oil is still hot?

A) Yes, up to a temperature of 175ºC.

Q) What’s the best way to preserve the life of my cooking oil?

A) Regular filtration and skimming are the most effective methods.

Q) There are so many different models of fryer available. Which one is right for my business?

A) Without understanding your business, it is impossible to answer this question. However, we have an article that will help you narrow down the choice in our Buying Guide section called Choosing the Best Fryer for Your Business.

Q) How often should I filter my oil?

A) The more often you filter your oil, the longer it will last. The quality of the oil will be better for longer as well. In terms of how often, it depends on how often your fryer is in operation. It is certainly worthwhile filtering at the end of every service period or at least once per day but in busier establishments it may be worthwhile to filter more regularly than this.