Coffee Story Warranty - Commercial 

Callout procedure:
To arrange a callout, email Coffee Story, info@coffeestory.uk to report the fault, or if the issue is more urgent, call 01992 504931. We will assess the issue and attempt to give you a diagnosis right away. Most issues are resolved at this stage, with minimal down time.

If a certified coffee engineer is required to attend site, we may request a deposit payment of £350 ex VAT. The issue will then be categorised according to severity (low, medium, high), and an engineer will be booked as quickly as possible.

Low severity: Minor issues that are unlikely to worsen over time. These include issues with volumetrics/doses being slightly out, dialling in issues, leaking group seals etc. Making coffee is still possible in this category.

Medium severity: More serious issues that have some time sensitivity. These include issues such as a leaking steam wand, a single blocked group head, a failing anti vacuum valve etc. Making coffee is still possible in this category.

High severity: Serious issues that require immediate intervention. These include machine failing to heat or power on, tripping the fuse etc. Making coffee is NOT possible in this category.

For high severity callouts, we aim to have an engineer on site within 3 hours Monday-Friday, or within 24hours on the weekend.

For medium severity, we aim to have an engineer on site within  48-72 hours.

For low severity, we aim to have an engineer on site within 10 days.

If a deposit is taken, and the issue is covered under warranty, the deposit will be refunded immediately once the engineer’s report has been received and reviewed (usually within 2 hours of the engineer visit concluding).

What is covered:

Our machines are sold as standard with a 1 year labour and 2 year parts warranty, unless otherwise specified.

Equipment issues caused by cleaning failures, uneven usage (i.e. favouring one particular steam wand or group head), or limescale are not covered under warranty.

Coffee machine parts components covered under warranty include:

  • Boiler
  • Pipework
  • Fittings
  • Groupheads
  • Chassis
  • All electronics: capacitor, motor, PCB board, touch pad/buttons, element protection probe, level probe, power switch 

Coffee machine parts NOT covered under warranty include:

  • Wear and tear items (group seals, gaskets, shower screens etc)
  • Components impacted by limescale
  • Components damaged by non-certified engineers, or other persons

Other exclusions:

  • Limescale damage is not covered under warranty
    • A suitable water filter is vital to minimise scale, and it is the owner’s responsibility to check and change the filter regularly based on local water conditions (guidance is available, please ask)   
  • Issues relating to low or fluctuating water quality are not covered under warranty
  • Problems with water supply, flow or pressure to the machine
  • User error
    • Issues arising from user failure to operate the machine in accordance with the manufacturer’s guidance will not be covered. This includes failure to correct clean the machine (i.e. a group blockage occurring from the over-use of cleaning powder)
  • Loss of any machine component (i.e. portafilters, shower screens etc)
  • All damage to the machine caused by fire, accident or acts of vandalism
  • Failure of the machine or components due to incorrect installation if conducted by the customer including modifications

Other conditions:
Warranties are void if machines are not serviced annually or serviced/repaired by engineers not authorised to do so by Coffee Story Ltd. Warranties are not transferable. The engineer’s assessment of machine fault on all matters shall be final.

PLEASE NOTE: CLEANING ISSUES, SCALE RELATED ISSUES, CUSTOMER NEGLECT (KNOWINGLY OR UNKNOWINGLY) AND ABUSE ARE NEVER COVERED UNDER WARRANTY