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Coffee Equipment Warranty

Coffee Equipment Warranty

Here at Denby Dale Coffee Ltd, we offer a comprehensive manufacturer's warranty against component failures caused by manufacturing defects. When you purchase a commercial coffee machine from us, you will have the peace of mind knowing that you have purchased a quality product, from a company passionate about after sales service.

We DO NOT simply refer you to the relevant manufacturers for guidance. We manage your problem with you with the sole aim to getting your coffee machine working again as soon as possible. This can often be achieved over the telephone but if not, we will ensure our national resource of coffee engineers respond quickly and efficiently.

As a professional coffee company, we are transparent about what a warranty is and how it works. Over the years we have learnt that our customers have very different expectations of what a warranty covers offers. For example we’ve had engineer call out on warranty cover to clean sites coffee equipment, change a plug fuse, relocate equipment and unblock milk pipes. These types of call outs are not covered by a warranty. We have therefore detailed below our warranty conditions for both espresso equipment and bean to cup machines.

Commercial Traditional Espresso Machines
This warranty covers your machine for manufacturers’ defects for the warranty duration (above). Any work carried out that is non warranty covered will be chargeable. Non warranty work includes issues caused by:

  • Poor or fluctuating water quality
  • Lime scale (a suitable water filter system should be installed to prevent this)
  • Problems with site water supply & pressure, including pipes and flexi hose to machine
  • Failure to operate the machine correctly or misuse
  • Failure to have your coffee machine serviced annually. If a part covered by the warranty requires a replacement, this will be conducted without charge. This will not however nullify the charge for the service.
  • Failure to correctly or frequently clean the machine as per manufacturers guidelines
  • Loss of any machine component
  • Damage to the machine caused by fire, accident or acts of vandalism
  • Problems with any water treatment system connected to the machine water supply
  • Failure of the machine or components due to incorrect installation if conducted by the customer including modifications

Components covered by the warranty:
Boiler
Chassis
Copper pipe work & brass fittings
Group Heads
Electronics – capacitor + motor, main board, touch pad/buttons, element protection probe, level probe, power switch (part only)

Components not covered by the warranty: (wear and tear components)
Wear & Tear items, Pressure Switch, Rubber / Teflon Seals, Element, Group Head Shower Plates, Group Head and Inlet Solenoid Valves and Coils, Sight Glass, Pump Head, Plastic Tap Handles.

Other conditions:
Warranty is void if machines are serviced/repaired by engineers not authorised to do so by Denby Dale Coffee Ltd. Warranties are not transferable. The engineers assessment of machine fault on all matters shall be final.

Call out procedure:
Call Denby Dale Coffee on 08000 14 18 18 to report the fault. We will assess the issue and attempt to give you a diagnosis over the telephone. 50% of problems are resolved at this stage. If an engineer is required, we will require a deposit payment of £150 + VAT, even if the machine is under warranty. This is necessary as breakdowns caused by cleaning issues, are not covered under any warranty. The engineer will then be booked by Denby Dale Coffee. We aim to have the engineer on site within 3 working days (Mon-Fri). The engineer will inform the customer on site of the machine issue and a signed report will be submitted to Denby Dale Coffee. If the issue is a genuine warranty covered problem your deposit will be refunded in full immediately.

 

Commercial Bean to Cup Machines
This warranty covers your machine for manufacturers’ defects for the warranty duration (above). Any work carried out that is non warranty covered will be chargeable. Non warranty work includes issues caused by:

  • Poor or fluctuating water quality (a suitable water filter should be installed to prevent this)
  • Lime scale (a suitable water filter system should be installed to prevent this)
  • Problems with site water supply & pressure, including pipes and flexi hose to machine
  • Failure to operate the machine correctly or misuse
  • Failure to have your coffee machine serviced annually. If a part covered by the warranty requires a replacement, this will be conducted without charge. This will not however nullify the charge for the service.
  • Failure to correctly or frequently clean the machine as per manufacturers guidelines
  • Failure to use the manufacturers cleaning products ie cleaning tablets, de-scaler and cappu milk solution
  • Failure to de-scale the machine frequently or adequately
  • Loss of any machine component
  • Damage to the machine caused by fire, accident or acts of vandalism
  • Problems with any water treatment system connected to the machine water supply
  • Failure of the machine or components due to incorrect installation if conducted by the customer including modifications
  • Over use of Bean to Cup machines per manufacturers guidelines. See below for usage guide:
    • Jura Giga Range – 200 coffees per day
    • Jura XS9 & Jura XJ9 – 75 coffees per day

Other conditions:
The warranty does not extend to the replacement or repair of consumable components such as rubber gaskets, washers and ‘O’ rings, milk supply pipes & non mechanical components. Warranty is void if machines are serviced/repaired by engineers not authorised to do so by Denby Dale Coffee Ltd. Warranties are not transferable. The engineers’ assessment of machine fault on all matters shall be final.

Call out procedure:
Call Denby Dale Coffee on 08000 14 18 18 to report the fault. We will assess the issue and attempt to give you a diagnosis over the telephone. 50% of problems are resolved at this stage. If an engineer is required, we will require a deposit payment of £150 + VAT, even if the machine is under warranty. This is necessary as breakdowns caused by cleaning issues, are not covered under any warranty. The engineer will then be booked by Denby Dale Coffee. We aim to have the engineer on site within 3 days (Mon-Fri). The engineer will inform the customer on site of the machine issue and a signed report will be submitted to Denby Dale Coffee. If the issue is a genuine warranty covered problem, your deposit will be refunded in full immediately.

CLEANING ISSUES, SCALE RELATED ISSUES, CUSTOMER IGNORANCE, NEGLECT AND ABUSE ARE NEVER COVERED BY ANY WARRANTY

 

Need Help? Call a specialist on 08000 141818 or 01484 662084

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