Before you switch water cooler companies, ask how fast they fix a broken machine, whether service calls cost extra, who answers the phone, and who schedules the maintenance. Those answers tell you more than the brochure, because most offices switch for service, not for the machine.
Here are the questions worth asking, why each one matters, and how we'd answer them.
Why ask questions at all?
Because almost every water cooler looks fine the day it goes in. The difference shows up a year later, when it stops making ice on a Tuesday afternoon or the water starts tasting flat. The questions below are about that day, not install day.
Questions about repairs
How fast do you fix a machine that stops working?
Ask for a real answer, not "as soon as possible." Ours: most service calls are completed the same day, and nearly all the rest the next day.
Do service calls cost extra?
Some providers charge for the visit. Ours are free. If your system isn't working, we come out, as many times as you need.
What happens if you can't fix it on the spot?
You shouldn't be left without water or ice while a part is on order. We fix the machine or swap it for one that works.
Are your technicians your own employees?
Subcontracted repairs add a middleman and a wait. Our technicians are our own employees, and they're the same people who install the machines.
More on this in who fixes a leased water cooler or ice machine.
Questions about who you'll deal with
Who answers the phone when I call?
A local person who can help, or a call center that opens a ticket? Our calls are answered in Salt Lake City by our own team.
Where is your team based, and do you cover my area?
A provider based far away can mean longer waits. We're based in Salt Lake City and cover the whole state of Utah. Most of our customers are along the Wasatch Front, in places like Salt Lake City, Ogden, Provo and Park City.
Can I read what other businesses say about you?
Reviews are the closest thing to a reference check. Look for how often people mention speed, and whether the company showed up. We have a 5.0 on Google with more than 300 reviews.
Questions about maintenance
Who schedules maintenance, and how often?
This is the one that slips. A good provider reaches out to set it up so you don't have to remember. We schedule preventative maintenance about every 12 to 18 months.
When do the filters get changed, and what's billed?
Filters are consumables, and they wear out faster with hard water and heavy use. Ask exactly when they're changed and how that visit is billed, so there are no surprises. At Water Star, we change the filters at preventative maintenance, which is a scheduled visit we bill for. Service calls stay free.
How do you keep the machine clean inside?
Purified water has the chlorine taken out, so it needs help staying fresh in the tank. Many of our coolers keep their tanks clean with UV light, and the scheduled filter changes do the rest.
Questions about the water and the machine
How do you purify the water?
In Utah, this matters. Our water is hard, and that affects both taste and the life of the machine. Every system we install uses multi-stage reverse osmosis: sediment and carbon filters, an RO membrane, then a final polishing stage. Here's what reverse osmosis takes out of Utah tap water.
Will the machine be new?
If you're switching away from an old unit, it's fair to ask. When businesses switch to us, they get a new machine in place of the old one, and people notice.
What do you need to install it?
A good provider checks before install day. We need a water line we can tee off, a drain for the reverse osmosis system, and a power outlet nearby. A rep confirms all three at a site visit.
Can we try it first?
Using a machine for a week tells you more than any answer above. We'll install a bottleless water cooler or combo unit free for about a week, and 98% of businesses that try one keep it.
What answers should make you hesitate?
- Vague timelines for repairs, like "we'll get someone out"
- A phone tree that ends in a ticket number
- Maintenance that's "on request," meaning it's on you to remember
- Repairs handled by whoever happens to be available
- No clear answer about how the water is treated
None of these is a dealbreaker on its own. Together, they describe the provider most of our customers switched away from.
Ready to ask us?
Ask us all of these, and anything else on your list. Get a free quote and we'll reach out within 1 business day, or call 801-609-4321. If you'd like to see the whole process first, here's how switching water cooler providers works.