Warranty – Coffee to Go
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.
Beyond the warranty term, we offer our supplies customers lifetime support. This means we will deal with any on-going issue with the same urgency and efficiency and any service and repairs will be dealt will at trade pricing. We do not make a margin on any call out and service support. Non supplies customers will be charged retail price list pricing.
Your ‘Coffee to Go’ warranty covers your machine for manufacturers’ component defects for the warranty duration. Included
- Boilers (with the exception of lime-scale build up which is preventable)
- Brew Group
- Main Board
- Circuit Boards
- Touch Pad / Buttons
- Element Protection Probe
Any work carried out that is non-warranty covered will be chargeable. Non-warranty work includes issues caused by:
Limescale (a suitable water filter system should be installed)
Failure to change the water filter at the recommended intervals (minimum annually). Eg, your machine can display error 6 & 8 codes if limescale is building up
Poor or fluctuating water quality (a suitable water filter should be installed to prevent this)
Problems with site water supply, including pipes and flexi hose to machine
For external pump and tank systems, allowing the water container to run dry thereby causing the pump to blow
Failure to operate the machine correctly or misuse
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
Over use of the machine as per manufacturers guidelines.
• The warranty does not extend to the replacement of wear and tear components such as gaskets, washers, ‘O’ rings, plates, pipes, heigene kits.
• Any equipment or defective components replaced by the company or nominated agent under this warranty shall become our property.
• We will not attend a warranty site visit if there is an outstanding invoice owed.
• Warranties will be strictly void if not using our comsumable products (such as coffee) in Ciao branded Coffee to Go machines. WHY?
Call out procedure:
Call Denby Dale Coffee Ltd 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 £375 + VAT, even if your 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 Ltd. 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 Ltd. If the issue is a genuine warranty covered problem, your deposit will be refunded in full immediately.
We are transparent about what a warranty is and how it works. Our customers may have different expectations of what a warranty covers offers. For example we’ve had engineer call out requests to clean coffee equipment, change a plug fuse, relocate equipment and unblock milk pipes. These types of call outs are not covered by a warranty and are the responsibility of the retailer.
CLEANING ISSUES, SCALE RELATED ISSUES, CUSTOMER MISUSE, NEGLECT AND ABUSE ARE NEVER COVERED BY ANY WARRANTY