Frequently Asked Questions
How do I purchase replacement parts for my equipment?
Karl Swaim is our OEM Parts Sales Specialist. He can be reached through our business telephone number, 1-540-569-4368, or filling out the form below.
Contact - Parts
Who do I talk to about controls updates?
We recommend either calling us directly at 1-540-569-4368, or by reaching out to our engineering or customer service teams. Tabatha Harris, our Customer Service Advisor, is always happy to help put you in contact with the right engineering group.
Contact - Support
How do I get after hours support?
We’re always happy to help, and we love new challenges. Our office hours are Monday through Friday, 8:00AM-5:00PM (EST), but we always have someone on call, 24 hours a day. Calling our business phone at 1-540-569-4368 will you get the support you need, when you need it.
Do I need to have my serial number ready when I call?
It’s not necessary, but it is extremely helpful. We use it to locate the correct info for you. Every machine we build is customized to each client’s individual needs, so it helps to be as specific as possible when making service or technical inquiries. Even if your company owns multiple Drake Loaders, there are generally slight engineering differences between each line.
However, if you don’t have your serial number on hand, we are still happy to help.
How do I find my serial number?
All Drake Loader serial numbers are etched on the frame: look on the front bar of the loading head. You can also find the serial number on a sticker inside the electrical control panel.
What info do you need when purchasing a loader?
Our sales team and engineers will discuss everything in great detail with you before designing your loader. However, information we generally require before beginning preliminary drawings are:
- length and diameter of your food product
- package dimensions
- what speeds and throughputs do you need
- how much floor space do you have available
Do you offer global support and service?
Yes! As part of the Middleby portfolio of global food processing brands, we have service and sales agents across the world. No matter where you are, we can get you the service you require quickly.
What are your terms and conditions? Are they flexible?
Our terms and service document can be found here. We pride ourselves on being able to work with clients to find a solution that works for both parties.
I lost my shipping number.
Our Customer Service Advisor, Tabatha Harris, is happy to help you find this information.
Contact - Support
What are your lead times on parts?
We work to get parts to you as quickly as possible. We make the majority of our parts in-house in our facility in Virginia. Rarely, we will need to order parts through a third party, which can take longer. It is typically a 10-day lead time, although we work hard to get them to you faster whenever possible.
What are your service rates?
We work hard to ensure our rates are competitive globally. Additionally, ordering service 7 weeks in advance guarantees you a 7% discount service rate.
| USA | Canada | Europe/World | |
| Travel Hrs (Mon-Fri) | 170.00 | 195.50 | 170.00 |
| Travel Hrs (Sat/Sun) | 200.00 | 230.00 | 200.00 |
| Travel Hrs (Holidays) | 300.00 | 345.00 | 300.00 |
| Service Hrs (Mon – Fri) | 210.00 | 241.50 | 210.00 |
| Service Hrs (OT/Sat) | 315.00 | 362.25 | 315.00 |
| Service Hrs (Sun/Holidays) | 420.00 | 483.00 | 420.00 |
We believe in strong customer service
Whether you need technical and engineering services or parts and upgrades we are here to help.
To see all of the Middleby brands click here