Home / Contact support
How can we help?
Choose from the support options below that best suit your enquiry.
Product support
Looking for a product information? View our dedicated product pages to download manuals or brochures.
Speak to an expert
Contact the distributor you purchased your Vacc-Safe from for indepth product support.
Servicing & Warranty
Need your Vacc-Safe serviced, or fixed under warranty?
Contact our dedicated and licensed Vacc-Safe service partner. All servicing and warranty claims of Vacc-Safe products MUST go through a licensed Vacc-Safe service partner to ensure eligibility of your warranty.
Still have a question?
Check our FAQs for more information and resources.
Home / Contact support
How can we help?
Choose from the support options below that best suit your enquiry.
Product support
Looking for a product information? View our dedicated product pages to download manuals or brochures.
Speak to an expert
Contact the distributor you purchased your Vacc-Safe from for indepth product support.
Servicing & Warranty
Need your Vacc-Safe serviced, or fixed under warranty?
Contact our dedicated and licensed Vacc-Safe service partner. All servicing and warranty claims of Vacc-Safe products MUST go through a licensed Vacc-Safe service partner to ensure eligibility of your warranty.
Still have a question?
Check our FAQs for more information and resources.
Looking to purchase Vacc-Safe®?
Choose from our list of licenced distributors below to ensure your Vacc-Safe unit is
expertly serviced and eligible under its manufacturing warranty.
Looking to purchase
Vacc-Safe®?
Choose from our list of licenced
distributors below to ensure your
Vacc-Safe unit is expertly serviced and
eligible under its manufacturing warranty.
FAQs
It’s easy to take our medical refrigeration for granted and often they break down before we notice how well they’re running. Regular preventive maintenance helps to extend their lifespans and maintain efficiency. Your medical refrigerators and freezers are hardworking appliances since they continue running all day every day to keep important items at specific temperatures. By performing regular preventive maintenance, you can’t guarantee that your fridge will not break down, but it will be less likely to have problems.
The National Vaccine Storage Guidelines recommend an annual service to ensure your unit is in good working order.
Have a professional regularly inspect your equipment for signs of trouble and preventing problems before they turn into breakdowns. The majority of operational sub-par conditions that can plague your refrigeration system will result in your system working harder, which will likely hasten repairs and drive up electricity costs. An ignored problem can result in a costly breakdown. Worse yet, the consequences of an unchecked problem could be a complete system failure where the entire contents of the refrigeration unit become compromised and inevitably lost.
What’s Included in a Preventative Maintenance:
- Clean condenser coils
- Check condition of condenser fan motors
- Check condition of compressor
- Check for oil leaks
- Check conditioning of wiring
- Clean condensate tray
- Clean Unit housing of dust, dirt and foreign material
- Check evaporator fan motors
- Check condition of evaporator coil
- Check control panel
- Check door gasket condition
- Turn around time should be within 1 week of request for Metro areas
The storage of vaccines in medical refrigerators typically requires temperatures between 2°C and 8°C. Preserving the efficacy of vaccines requires that they are consistently stored within this temperature range. According to the National Institute of Standards and Technology (NIST), 35% of the worldwide vaccine supply is wasted due to transportation or storage at inappropriate temperatures.
Proper temperature monitoring is essential to protect sensitive and costly vaccines. Medical or lab refrigerators and freezers come equipped with digital controllers featuring sensitive temperature probes to monitor the unit’s temperature. Over time, the capabilities of measuring instruments can wander resulting in the accuracy of the equipment falling outside acceptable levels. Hence the requirement for medical fridges and secondary temperature monitoring devices to be calibrated annually.
Calibration is the process of comparing the display reading of your measuring equipment against another piece of testing equipment which itself has been checked against a known and verified source to establish a level of accuracy.
It is recommended that the probe and controller are calibrated on a bi-annual basis to ensure that what the readout temperature is recording is accurate to what is going on inside the unit.
The service requested above (Service) is subject to the terms below.
Timelines
The customer must acknowledge that repair, replacement and Service times provided are estimates only and may be varied.
Payment
The customer must make full payment for the Service upon completion of the Service and the provision of an invoice, unless otherwise agreed by Euro Chill. The customer acknowledges and agrees to pay a deposit for the Service, if requested by Euro Chill.
Euro Chill reserves the right to charge late payment fees, administration fees and legal costs for recovering overdue amounts. Euro Chill reserves the right to suspend or cancel scheduled Services if the customer has overdue amounts.
Euro Chill reserves the right to charge a $275 (inclusive of GST) Service call-out fee (such as for a technician to conduct an onsite inspection), including in the following circumstances:
- No fault was found at the time of inspection;
- The fault was user-related and not a defect, such as where the product has been improperly used or abused;
- The quote to repair is declined by the customer;
- Parts required to complete the repair are no longer available from the manufacturer and/or supplier;
- Service booking is canceled by the customer without at least 24hr notice;
- The customer fails to make themselves available, or, provide safe access to the property, at the time of the Service booking.
Some products come with a manufacturer’s warranty. Glass and lamps do not come with a warranty. RCD tripping due to moisture absorption by Tubular Heating Elements is not considered a defect or fault falling within the scope of a warranty.
If the Service falls within the scope of the warranty for the product, it is a warranty repair and:
- There is no call-out fee for a Refrigeration Technician to complete the Service during the working hours of 8am – 5pm Monday to Friday (on non-public holidays) in Australia; and
- There is no travel fee for traveling to the customer’s nominated location, provided the location is within a range of 50km from our nearest appointed Service Agent. Euro Chill will confirm whether a Service is a warranty repair. A warranty repair must be authorised by a director of Euro Chill before any action is taken. Euro Chill reserves the right to reject a claim for a warranty repair if it is not reasonably satisfied with the circumstances under which such fault or defect occurred.
While the terms of each warranty differ, all manufacturers’ warranties that come with our products generally do not cover misuse, neglect, unauthorised alteration, incorrect installation, power surges, accident, use of inappropriate chemicals for cleaning, flooding, fire or acts of God. Please read the warranty terms provided with the product to check what it covers.
Your refrigerator will flash ‘LOF’ when the date and time are not set. This essentially means that the USB data recorder has not started and is not currently recording. Please call our friendly team to receive technical support for this issue.
This issue can be avoided by following the instructions on the instruction sticker prior to installation.
This is not the same for all models. Please go to our YouTube page, linked below, and find the instruction video for your specific model. If you cannot find your fridge, please give our team a call, they will be more than happy to provide assistance.
Yes, extra shelves for our Vacc-Safe Premium range can be purchased on our website. Please give us a call to enquire about shelves for other units.
Once your new refrigerator comes down below 8°C, it its okay to start loading vaccines. You should always stock the refrigerator 1/3 at a time, and each time wait until it comes back down to temperature before putting the next lot of stock inside.
When putting a large quantity of stock in the unit at a time, the fridge temperature does not have time to regulate and breaches can occur.
Please refer to the below link, this will take you to a YouTube video which demonstrates this process. For extra information or technical support please give us a call.
Vacc-Safe Premium – How to check & read USB Data
The user manual comes inside the plastic bag inside the unit when it is received, if you misplace this it can easily be found on our website when you go into the applicable model and hit specifications.
This can be attributed to a range of causes, but the most common one is condensation. We see this occur more frequently in the summer months when humidity and room temperatures are higher, and thus when the refrigerator door is open the hot air mixed with the cool temperature of the fridge causes a build-up of moisture on the door.
If you are concerned about the amount of water, please do not hesitate to give our team a call.
Higher readings can sometimes be attributed to incorrect fridge stacking, where the contents are placed too close together or too close to the side and back walls of the refrigerator, not allowing for adequate airflow.
We always ask that you email us a picture of your refrigerator and a copy of your recent data logs to determine if we can solve the issue over the phone before sending a service technician out.
When resetting the MIN/MAX on your Mediguard Premium, you need to ensure you are only pressing the HI/LO button and not SET. The SET button is used to access the back-end parameter settings which we do not recommend you do.
You can request a service by visiting the ‘Service Request’ page on EuroChill’s website.
FAQs
It’s easy to take our medical refrigeration for granted and often they break down before we notice how well they’re running. Regular preventive maintenance helps to extend their lifespans and maintain efficiency. Your medical refrigerators and freezers are hardworking appliances since they continue running all day every day to keep important items at specific temperatures. By performing regular preventive maintenance, you can’t guarantee that your fridge will not break down, but it will be less likely to have problems.
The National Vaccine Storage Guidelines recommend an annual service to ensure your unit is in good working order.
Have a professional regularly inspect your equipment for signs of trouble and preventing problems before they turn into breakdowns. The majority of operational sub-par conditions that can plague your refrigeration system will result in your system working harder, which will likely hasten repairs and drive up electricity costs. An ignored problem can result in a costly breakdown. Worse yet, the consequences of an unchecked problem could be a complete system failure where the entire contents of the refrigeration unit become compromised and inevitably lost.
What’s Included in a Preventative Maintenance:
- Clean condenser coils
- Check condition of condenser fan motors
- Check condition of compressor
- Check for oil leaks
- Check conditioning of wiring
- Clean condensate tray
- Clean Unit housing of dust, dirt and foreign material
- Check evaporator fan motors
- Check condition of evaporator coil
- Check control panel
- Check door gasket condition
- Turn around time should be within 1 week of request for Metro areas
The storage of vaccines in medical refrigerators typically requires temperatures between 2°C and 8°C. Preserving the efficacy of vaccines requires that they are consistently stored within this temperature range. According to the National Institute of Standards and Technology (NIST), 35% of the worldwide vaccine supply is wasted due to transportation or storage at inappropriate temperatures.
Proper temperature monitoring is essential to protect sensitive and costly vaccines. Medical or lab refrigerators and freezers come equipped with digital controllers featuring sensitive temperature probes to monitor the unit’s temperature. Over time, the capabilities of measuring instruments can wander resulting in the accuracy of the equipment falling outside acceptable levels. Hence the requirement for medical fridges and secondary temperature monitoring devices to be calibrated annually.
Calibration is the process of comparing the display reading of your measuring equipment against another piece of testing equipment which itself has been checked against a known and verified source to establish a level of accuracy.
It is recommended that the probe and controller are calibrated on a bi-annual basis to ensure that what the readout temperature is recording is accurate to what is going on inside the unit.
The service requested above (Service) is subject to the terms below.
Timelines
The customer must acknowledge that repair, replacement and Service times provided are estimates only and may be varied.
Payment
The customer must make full payment for the Service upon completion of the Service and the provision of an invoice, unless otherwise agreed by Euro Chill. The customer acknowledges and agrees to pay a deposit for the Service, if requested by Euro Chill.
Euro Chill reserves the right to charge late payment fees, administration fees and legal costs for recovering overdue amounts. Euro Chill reserves the right to suspend or cancel scheduled Services if the customer has overdue amounts.
Euro Chill reserves the right to charge a $275 (inclusive of GST) Service call-out fee (such as for a technician to conduct an onsite inspection), including in the following circumstances:
- No fault was found at the time of inspection;
- The fault was user-related and not a defect, such as where the product has been improperly used or abused;
- The quote to repair is declined by the customer;
- Parts required to complete the repair are no longer available from the manufacturer and/or supplier;
- Service booking is canceled by the customer without at least 24hr notice;
- The customer fails to make themselves available, or, provide safe access to the property, at the time of the Service booking.
Some products come with a manufacturer’s warranty. Glass and lamps do not come with a warranty. RCD tripping due to moisture absorption by Tubular Heating Elements is not considered a defect or fault falling within the scope of a warranty.
If the Service falls within the scope of the warranty for the product, it is a warranty repair and:
- There is no call-out fee for a Refrigeration Technician to complete the Service during the working hours of 8am – 5pm Monday to Friday (on non-public holidays) in Australia; and
- There is no travel fee for traveling to the customer’s nominated location, provided the location is within a range of 50km from our nearest appointed Service Agent. Euro Chill will confirm whether a Service is a warranty repair. A warranty repair must be authorised by a director of Euro Chill before any action is taken. Euro Chill reserves the right to reject a claim for a warranty repair if it is not reasonably satisfied with the circumstances under which such fault or defect occurred.
While the terms of each warranty differ, all manufacturers’ warranties that come with our products generally do not cover misuse, neglect, unauthorised alteration, incorrect installation, power surges, accident, use of inappropriate chemicals for cleaning, flooding, fire or acts of God. Please read the warranty terms provided with the product to check what it covers.
Your refrigerator will flash ‘LOF’ when the date and time are not set. This essentially means that the USB data recorder has not started and is not currently recording. Please call our friendly team to receive technical support for this issue.
This issue can be avoided by following the instructions on the instruction sticker prior to installation.
This is not the same for all models. Please go to our YouTube page, linked below, and find the instruction video for your specific model. If you cannot find your fridge, please give our team a call, they will be more than happy to provide assistance.
Yes, extra shelves for our Vacc-Safe Premium range can be purchased on our website. Please give us a call to enquire about shelves for other units.
Once your new refrigerator comes down below 8°C, it its okay to start loading vaccines. You should always stock the refrigerator 1/3 at a time, and each time wait until it comes back down to temperature before putting the next lot of stock inside.
When putting a large quantity of stock in the unit at a time, the fridge temperature does not have time to regulate and breaches can occur.
Please refer to the below link, this will take you to a YouTube video which demonstrates this process. For extra information or technical support please give us a call.
Vacc-Safe Premium – How to check & read USB Data
The user manual comes inside the plastic bag inside the unit when it is received, if you misplace this it can easily be found on our website when you go into the applicable model and hit specifications.
This can be attributed to a range of causes, but the most common one is condensation. We see this occur more frequently in the summer months when humidity and room temperatures are higher, and thus when the refrigerator door is open the hot air mixed with the cool temperature of the fridge causes a build-up of moisture on the door.
If you are concerned about the amount of water, please do not hesitate to give our team a call.
Higher readings can sometimes be attributed to incorrect fridge stacking, where the contents are placed too close together or too close to the side and back walls of the refrigerator, not allowing for adequate airflow.
We always ask that you email us a picture of your refrigerator and a copy of your recent data logs to determine if we can solve the issue over the phone before sending a service technician out.
When resetting the MIN/MAX on your Mediguard Premium, you need to ensure you are only pressing the HI/LO button and not SET. The SET button is used to access the back-end parameter settings which we do not recommend you do.
You can request a service by visiting the ‘Service Request’ page on EuroChill’s website.