The Duplex Difference: 98% First-Time Fix and Nationwide Support

A behind-the-scenes look at Duplex engineers, service coverage and PMA support

When it comes to cleaning equipment, downtime isn’t just inconvenient, it can disrupt entire cleaning schedules, site operations, and compliance standards. That’s why at Duplex, we take servicing as seriously as the machines themselves.

Across the UK, our team of highly trained Duplex engineers achieve an impressive 98% first-time fix rate – meaning nearly every service call is resolved on the very first visit. But how do we do it?

Let’s take a look behind the scenes.

Expert Engineers, Fully Equipped

Each Duplex engineer travels with a fully stocked service van, carrying genuine Duplex and Tecnovap parts for all core models. From the Duplex 420 to the Jet Vac Ultima.

Our engineers are trained not only in repair, but also in diagnostics, preventative maintenance, and operator training, ensuring that once a machine leaves site, it’s performing at its best and operators know how to keep it that way.

“We don’t just fix the problem, we make sure it doesn’t happen again.”
– Kevin, Service Engineer, South West

Nationwide Coverage, Local Support

From Scotland to the South Coast, Duplex offers UK-wide service coverage. Whether you’re managing multiple sites or a single facility, our engineers can reach you quickly and provide consistent support wherever you are.

Through our Preventative Maintenance Agreements (PMAs), customers benefit from scheduled service visits that keep machines in top condition – dramatically reducing the risk of unexpected breakdowns.

Proactive Maintenance = Fewer Callouts

A huge part of our 98% success rate comes down to prevention.
With Duplex PMA plans, every machine receives a full service once or twice per year (or more for intensive-use environments). During each visit, our engineers carry out a detailed inspection, performance test, and parts replacement if required.

This proactive approach means less downtime, fewer urgent callouts, and longer machine life – all while keeping compliance and hygiene standards at their peak.

Data-Driven Support & Customer Care

Every service visit is logged through our Commusoft system, giving customers a transparent record of their machine’s service history. It also helps our support team identify patterns, recommend upgrades, and provide accurate lead times for parts or replacements.

It’s this blend of data, people, and precision that keeps Duplex performance consistent across the UK and keeps your cleaning operations running smoothly.