How should you document surface damage before requesting support?
Build a useful support request with clear photographs, exact model details and a factual cleaning history, without attempting repairs.
Record the condition before changing it
When a dispenser or accessory develops a mark, pause any unfamiliar cleaning or polishing method. Record the condition before trying to improve its appearance. If a cleaning product is still present, follow its instructions and the equipment manufacturer’s guidance; preserving a photograph must not take priority over safe handling.
A photograph alone may not distinguish removable residue, a scratch, discolouration or damage to a coating. Describe what you can observe instead of diagnosing the cause: “a pale patch beneath the outlet, first noticed on Monday” is more useful than an unsupported claim of corrosion.
Photograph the item and the affected area
Take one photograph showing the whole item and its location, then a close view of the mark. Use even lighting and a second angle if glare hides the detail. Keep the original files without filters, sharpening or colour changes. A nearby ruler can indicate size without scratching or touching a vulnerable finish.
Photograph the model label only if it is safely accessible. Do not dismantle equipment to find it. Exclude people, reflections of guests and personal belongings. Keep file names linked to the equipment identifier so the support team can match the close-up to the correct unit.
Identify the actual model and finish
Provide the manufacturer, exact product code, finish and purchase or installation date where known. If a model number cannot be found, attach the order reference and ask the supplier to identify it. A silver appearance does not establish whether a surface is bare stainless steel or a coating.
Franke’s guidance for its tap surfaces warns that abrasive products can damage the finish. Bobrick provides separate care bulletins for its equipment. These are examples of why instructions must match the product; neither should be treated as a universal repair method for Sanitario equipment.
Include a factual history
List the cleaning product, dilution if known, tool used and when the mark was first noticed. Distinguish recorded facts from recollection. Include previous photographs if available, and state whether other units show the same change. Do not repeat an unapproved treatment merely to reproduce the problem.
Ask support to advise on identification, any further information needed and the approved next step. Attach relevant purchase documents if requesting a warranty assessment, without assuming the cause or outcome. Keep the response with the equipment record and communicate the agreed method to every affected shift.
Sources and documentation
Always follow the instructions for your particular equipment and cleaning product. General guidance does not replace model-specific documentation.