Franke Customer Care: Getting Fast, Precise Support for Home Solutions Products

Franke has supported homeowners and trade professionals for more than a century—founded in 1911 and headquartered in Aarburg, Switzerland, the company is known for sinks, taps/faucets, waste systems, hoods, and water filtration under its Home Solutions division. Effective customer care is built around accurate product identification, correct installation, and the use of genuine spare parts. This guide explains how to contact Franke customer care efficiently, what to prepare before you reach out, and which fixes you can safely attempt.

Because support processes and warranties vary by country, the most reliable entry point is the official website: https://www.franke.com. Use the country selector to access the correct Support pages for your region. You will find forms, email contacts, phone options, and local service partners for Franke Home Solutions products, plus downloadable manuals and parts diagrams.

When to Contact Customer Care (and What They Handle)

Contact Franke customer care for warranty claims, parts identification, guidance on compatible accessories, installation clarifications, and troubleshooting beyond what is covered in product manuals. This includes issues such as faucet drips, low water flow, cartridge replacement, sink finish concerns, waste disposal connections, hood performance and noise, and water filter capacity or taste/odor questions.

If a product is within warranty, customer care can determine eligibility and arrange replacement parts or service via authorized partners. If a product is out of warranty, they will provide exact part numbers and compatible substitutes, price quotes where available, and directions to official distributors. In many markets, technical questions from licensed installers and retailers receive expedited handling when accompanied by photos or videos that clearly show the installation and symptoms.

What to Prepare Before You Call or Email

Having complete and accurate information can reduce days from your resolution time. Franke support typically needs product identification, proof of purchase, and photos. The model code is printed on the packaging and in manuals; the serial or production code is usually on a label or laser-etched plate on the product. For sinks, look underneath the bowl; for taps, check the base or the supply hose tag; for hoods, look inside the canopy on the rating plate.

Collect environmental data that influence performance. Water issues often relate to local pressure or debris; hood issues often relate to ducting size and length. Clear, well-lit photos and short videos (10–30 seconds) make it much easier for a support specialist to confirm the diagnosis and authorize the correct parts on the first pass.

• Full model name and any article/SKU code (e.g., “Mythos MTX 611-100” or “Maris MRG 610”).
• Serial/production code from the product label, plus date and place of purchase (attach receipt if available).
• Symptom description with timing: when it started, frequency, and what changed (e.g., new filter, new heater).
• 3–5 photos: overall installation, close-ups of the issue, label/plate, plumbing or ducting connections.
• Measured mains water pressure if relevant: ideal domestic range is typically 2–5 bar (30–73 psi).
• For hoods: duct diameter and path (e.g., 150 mm/6″ round, 2 × 90° bends, 2.5 m/8 ft total length).
• Installer details (if applicable): company name and license number, plus the installation date.

How to Reach Franke Customer Care by Region

Start at https://www.franke.com and select your country and “Home Solutions.” Navigate to Support or Customer Service. There you will find the appropriate phone numbers, emails, or web forms for your market, along with the nearest authorized service partners. Because service arrangements differ by country, always use the contact details provided on your country’s page to ensure your warranty and parts inventory are handled correctly.

Most regions provide a web form for attachments (images, PDFs of receipts) and list response targets. While timelines vary, a typical pattern is acknowledgment within 1 business day and a substantive reply or parts decision within 3–5 business days. Shipping for approved warranty parts often takes 3–7 business days domestically; cross-border shipments can take longer if customs clearance is required.

Service Levels, Warranty Process, and Timelines

Warranty coverage varies by market and product category. In many regions, stainless-steel sinks carry a limited lifetime warranty for residential use; granitic/Fragranite sinks and ceramic sinks may carry multi-year warranties; faucets often include a limited lifetime warranty on mechanical parts with shorter coverage for finishes and electronics. Your country’s warranty PDF on the site is the governing document—always verify there.

A typical claim flow: submit your details and evidence via the regional support page; receive a case number; provide any clarifications requested by the agent (e.g., an additional photo of the rating plate); obtain a parts authorization or a service visit date where applicable. For built-in appliances such as hoods and ovens (in markets where Franke supplies these), on-site service is usually coordinated through an authorized partner to preserve warranty validity.

Common Issues and First-Aid Fixes You Can Try Safely

Many everyday problems can be resolved without a service visit. If a tap has low flow on both hot and cold lines, debris in the aerator or a partially closed isolation valve is common. For drips, a worn ceramic cartridge is the usual culprit. For sinks, what looks like “staining” on stainless steel is often surface residue or transferred metal and is removable with non-scratch cleaners. For Fragranite, routine maintenance and occasional deep-cleaning restore appearance.

Always shut off water and power before any work. If you’re unsure, stop and contact customer care; incorrect disassembly can void warranties. Use only non-abrasive cloths and pH-neutral cleaners unless the manual specifies otherwise. For hoods, performance is primarily dictated by duct design; correcting undersized or long duct runs can dramatically improve extraction and noise levels.

• Faucet low flow: close isolation valves; unscrew the aerator; soak in warm water with mild detergent; rinse and reinstall. If flow is still low, remove supply hoses and flush lines briefly into a bucket to clear debris.
• Faucet dripping: with water off, remove handle and dome cover, extract the cartridge, check for debris, and reseat. If wear is visible or drip persists, request the exact cartridge model from customer care.
• Stainless-steel sink marks: apply a stainless cleaner with a soft cloth, following the grain. Final rinse and dry to discourage water spotting. Avoid steel wool or chlorine-based agents.
• Fragranite sink discoloration: apply a paste of baking soda and warm water, leave for 10–15 minutes, then rinse. For limescale, use a vinegar solution (diluted) and rinse thoroughly. Avoid paint thinners/solvents.
• Hood poor extraction or noise: confirm duct diameter is 150 mm (6″) where specified; minimize bends; check the non-return flap for free movement; clean or replace filters per manual (e.g., every 2–3 months for metal filters, per indicator for charcoal).

Parts, Costs, and Lead Times

Franke customer care will provide exact part numbers and availability. Genuine parts ensure fit, finish, and compliance (especially for drinking-water components). Typical retail price ranges for common items vary by region, but as a rough guide: faucet ceramic cartridges can range from USD/EUR 20–60; aerators and flow limiters USD/EUR 5–20; sink waste and overflow kits USD/EUR 20–80; hood charcoal filters USD/EUR 25–70. Prices are subject to local taxes and shipping.

Lead times depend on local stock. Frequently requested items ship within 3–7 business days domestically. Less common finishes or legacy parts may require a factory order, which can take 2–6 weeks. Ask customer care for alternatives if timing is critical; in many cases, a compatible, current-generation part can be recommended for faster fulfillment.

Documentation and Installation Requirements

Keep installation and user manuals, cut-out templates, and proof of purchase. Many support questions are resolved by aligning installation with the manual: correct sealant type on sinks, accurate cut-out dimensions and corner radii, compliant trap/waste configurations, and correct min/max water pressure for taps and filters. For filtered water systems, note cartridge model and install date to track capacity (e.g., 3–12 months depending on water quality and usage).

For hoods, performance depends on ducting. Typical recommended mounting heights are around 650 mm above electric hobs and 750 mm above gas hobs unless your manual specifies otherwise. Use smooth-walled ducts with the diameter specified (often 150 mm/6″) and minimize elbows and total length. Customer care can review your duct sketch or photos and advise whether your installation meets performance requirements.

Escalation and Feedback: Closing the Loop

If you have an unresolved case, reply to your existing ticket or case number rather than starting a new thread; this preserves history and speeds resolution. If you need to escalate, ask for a supervisor review and include a concise timeline (dates, actions taken, and outstanding items). Where a site visit is needed, confirm the visit window and any access or parking constraints in advance to avoid rebooking delays.

After resolution, provide feedback via the survey links many regions send automatically. If a recurring issue is identified (for example, a specific batch code or accessory combination), customer care can flag it for engineering review. This feedback loop helps refine installation guides, parts availability, and future product improvements—benefitting both homeowners and the trade.

Start your request at https://www.franke.com, choose your country, and navigate to Home Solutions > Support. With the right details prepared and the steps above, most Franke customer care cases move from first contact to solution within a few business days.