Restarting Your Service at a Business
As businesses across the country begin to reopen, we want to remind you that we are ready to reactivate your service whenever you are. Just let us know and we'll resume your deliveries providing the products you know and love.
Q: What precautions will your delivery associates take as service restarts?
A: The safety of our customers and associates remains our number one priority, so when we restart deliveries, we'll be maintaining the already rigorous standards that has been keeping our customers and associates safe during this time. Our continued protocols are:
- Continuing with a no-contact delivery service. If you have any special instructions, feel free to communicate with us via email, phone or leave a note for your delivery person.
- Our Route Sales Representatives (RSRs) are empowered to wear protective face masks, use hand sanitizer and frequently wash their hands.
- Mandating social distancing protocols in all of our bottling plants and sales branches, including all common areas, offices and vehicles, in alignment with health agency guidance.
- Our associates in manufacturing and delivery will continue to practice frequent, effective handwashing and wearing of masks.
- We have increased hard surface sanitation with an extensive checklist; and mandated that all meetings start with reminders and guidance on these topics.
Q: What should I do with the water that's been in the cooler for so many weeks without use? Is the water still safe to drink?
A: Yes; however, for great tasting drinking water, we recommend that you remove the bottle currently on the cooler, replace it with a fresh bottle and then flush the system. Click here to find our Flushing Dispensers After Extended Interruption instructions and steps.
Q: What if my bottled water or filtration cooler was powered down for an extended period of time?
A: To ensure great taste after a period of inactivity, it may be necessary to flush the system following the proper steps. Click here to find our Flushing Dispensers After Extended Interruption instructions and steps.
Q: Do I need to clean my equipment from DS Services? How?
A: The equipment from DS Services is safe to use. Each piece of equipment comes with a manual that highlights how to clean the unit. Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food. In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from food products or packaging.
- Three (3) and Five (5) Gallon bottle water coolers
- Equipment can be wiped down using 70% rubbing alcohol around the water dispensing hot and cold spigots, levers or faucets.
- Remove the drip tray and wash with mild dishwashing soap.
- Gently wipe down the surface area of the equipment using 70% rubbing alcohol.
- Filtration
- Equipment can be wiped down using 70% rubbing alcohol around the water dispensing hot and cold spigots, levers or faucets.
- Remove the drip tray and wash with mild dishwashing soap.
- Gently wipe down the surface area of the equipment using 70% rubbing alcohol.
- Coffee brewers
- Although, cleaning of the coffee brewer is not necessary, cleaning of auxiliary items should be practiced.
- Items to clean daily include: airpots, brew baskets, water pitchers, glass decanters, iced tea urns and any dispensing carafe that individuals may contact.
- Use hot water with dish washing detergent, a clean sponge or bottle brush.
- Wash the inside and outside of items making sure all handles and faucets are cleaned.
- Once cleaned, rinse thoroughly and allow units to dry
Q: According to the CDC (Centers for Disease Control) "Interim Guidance for Businesses and Employers Responding to Coronavirus Disease 2019 (COVID-19)," it discusses the use of water coolers and water fountains in the workplace as businesses reopen. How should I handle my water cooler?
A: Bottled water is comprehensively regulated as a packaged food product by the U.S. Food and Drug Administration (FDA). This includes small packages sold at retail locations and larger 3- to 5-gallon bottles delivered to homes and businesses that use water coolers. By federal law, FDA regulations governing the safety and quality of bottled water must be as protective of the public health as the Environmental Protection Agency (EPA) regulations that govern tap water. And, in some cases, such as lead, bottled water regulations are more stringent.
Like other frequently touched surfaces (e.g., doorknobs, light switches, sink faucets), routine cleaning and disinfecting of water coolers can reduce the risk of people's exposure to the virus that causes COVID-19. Therefore, we have several cooler cleaning, flushing and sanitization options for customers whose coolers have not been used for several weeks:
- Do-it-yourself cooler flushing instructions can be found HERE and cleaning instructions can be found HERE for individual coolers.
- We recommend regular cleaning and sanitizing of your cooler at least twice a year.*
- Professional cleaning by one of our own technicians can be scheduled HERE, or by calling 800-628-1724. In as little as 30 minutes, we will expertly disinfect your water dispenser using an EPA-registered sanitizer effective against many viral pathogens, including the novel coronavirus that causes COVID-19**. Additionally, a routine cleaning and wiping down of equipment will further allow health and safety of your employees.
Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food. In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from food products or packaging.
Q: Should I remove the drain plug on the back to drain the tank?
A: No. Please do NOT loosen or remove the drain plug on the unit at any time. Instead, use the spigots on the front of the unit to dispense water into a heat resistant container.
Q: Are there any protocols I should follow to further ensure your products and equipment are safe for use?
A: Before placing a new bottle in your water cooler, we recommend that you clean the bottle surface with a disinfecting wipe, wiping down the bottle handle, shoulder, neck and cap. And before wiping down the bottle, wash your hands thoroughly for at least 20 seconds with soap and water.
For our water cooler equipment, it may be necessary to flush the system following the proper steps. Click here to find our Flushing Dispensers After Extended Interruption instructions and steps.
Q: An employee at our business was diagnosed with COVID-19 and may have been in contact with the bottled water cooler. What should we do?
A: As the Food & Drug Administration (FDA) has stated, "there is no evidence to support the transmission of COVID-19 in food packaging." The World Health Organization (WHO) and Centers for Disease Control and Prevention (CDC) have reinforced that, though it may be possible to catch the virus by touching a surface that has the virus on it and then touching your face, it is not thought to be the primary means of transmission.
You may wish to take additional steps to clean your equipment out of an abundance of caution. Please see our cleaning program we have in place here.
Q: Whom should I contact if I have questions or concerns about my bottled water or filtration dispenser or coffee brewer?
A: Please reach out to us at customerservice@dsservices.com or 877-450-6809, and we will do our best to assist you. Due to increased demand for our products and service, please note our call volume has increased and long wait times have occurred; therefore, we appreciate your patience.
Q: Are there any options that I can control and manage my service?
A: The easiest way to manage your account is online. Go to www.water.com/selfserve, click Register Now and sign up! Please reference your customer account number found on your invoice when setting up your online account.
We now have a NEW mobile app, My Water+, available for iOS and Android. You can view and change your upcoming deliveries as well as search and shop for new products or previously ordered products with ease. Download the My Water+ app today.
Q: How do I get product to restart my business?
A: Businesses in your area are beginning to reopen, so now is the time to go onto your online account and add from our wide selection of products including sparkling water, both flavored and unflavored, coffee K-Cup® pods, and much more. Check your order, review our current promotions and add what is needed before your next delivery.
If you want to simplify your delivery service and have more control of your service, we now have a NEW mobile app, My Water+, available for iOS and Android. View and change your upcoming deliveries as well as search and shop for new products or previously ordered products with ease. Download the My Water+ app today!
*Recommended cooler cleaning frequency varies by cooler model.
**Our EPA-registered sanitizer and disinfectant is effective against emerging viral pathogens, including the novel coronavirus that causes COVID-19, as well as many pathogenic and environmental microorganisms, including E. coli.
