We understand that having a machine in need of repair can be very stressful. Here's an overview of what reaching out to tech support will entail, and the general process we'll guide you through to get your machine back up and running!
When seeking tech support guidance, there are many options for evaluation and service of your machine. Generally, these fall into three categories:
- Remote Troubleshooting (DIY Repair)
- Assistance from a Local Technician
- Sending the Machine to Clive Coffee for Service
Each option has its own benefits and drawbacks which we have outlined below. While no option is perfect, we will be here with you each step of the way to guide you through the process.
Remote Troubleshooting (DIY Repair)
This is the place we usually start, and can often be the fastest and least expensive method for home repair. However, there are a few important caveats:
- Remote troubleshooting works best if you always have your own tools and are familiar with using them.
- Since we cannot see, hear or touch the machine, we will be relying on you, the user, to provide us with the most complete picture of the symptoms the machine is displaying. This will require some curiosity about the problem and critical thinking.
- Clear, well-illuminated photographs and video are our best friends! The first step of troubleshooting is always to get a video or photo of the issue at hand.
- Success will largely depend on your own abilities. This can be a great opportunity to learn and build new skills! But, if you are feeling overwhelmed or do not have the time or patience for the task, we are happy to explore other options.
- Emails and calls are responded to in order of first-come, first served. Since we receive a large volume of technical requests, there may be a delay of up to one business day before we are able to reply. Please understand that we have not forgotten about you! We will respond as soon as we are able.
The initial form submission will be followed up by a technician asking some additional clarifying questions. Once we have a more complete view of the problem, we will reply with some preliminary troubleshooting steps. Once you've had a chance to complete your "homework", report back with your results! We will then iterate through this process until the problem is solved.
Want to get ahead? Recording all four steps of our basic bench testing guide and sending these over as separate videos is a great way to save time and get right to troubleshooting.
Espresso Tech 101: Basic Bench Testing
Assistance from a Local Technician
Not feeling up for remote troubleshooting? No problem! Just let us know your approximate location and we can refer you to any technicians we may know of in your area. Here are some important things to know:
- Our warranty agreement does not cover third party labor or trip fees for home visits. However, we are still able to provide any warrantable parts at no cost to you.
- We do our best to be informed about the capabilities of various technicians. Even so, not all technicians are familiar with or are able to repair ours or other home machines.
- Since we often carry no affiliation, business or otherwise, their rates and availability are outside of our control.
Sending the Machine to Clive Coffee for Service
Prefer to have us take a look at your machine ourselves? That's okay, too. We accept machines and grinders for both billable and warranty service. For more details on billable service, see our Repair Scheduler page. If your machine is under warranty you can select this option from the drop-down box when submitting your Tech Troubleshooting form. Here are a few important things to note.
- Warranties are non-transferrable, and warranty repair is only available for machines purchased through Clive Coffee. Proof of purchase via your original order number is required. If your machine was purchased under a different name or email, just let us know to assist in looking up this information.
- Our warranty agreement covers parts and labor performed at Clive for the first three years of ownership of most home machines. Unfortunately we cannot cover third party labor.
- Some machines, such as Certified Pre-Owned machines, only carry a 6-month warranty.
- Open Box and Pre-Owned machines used in a commercial setting do not carry any warranty, explicit or implied. Even so, we'll still be able to direct you towards the necessary resources to get your machine repaired.
- For warranty coverage details on your specific model of machine, consult the "Specification" section on your machine's Product Page.
Due to insurance liability reasons, you as the shipper are required to provide a shipping label in order to get your machine to us. This is in your own best interest - if the machine were to be damaged during shipping, the shipper must have also paid for the shipping label in order to file a damage claim with the carrier!
Completely draining the machine and repackaging it in the original packaging will result in the best chances of it arriving to our repair facility in good condition. We also do not require any accessories be included with the machine, so please keep the portafilter, drip tray, and reservoir at home. If you have any questions about these steps, please reach out! We will be happy to provide specific advice for your particular machine.
Conclusion
While there is no perfect solution, we have helped many, many customers over the years resolve their issues using the procedures outlined above. We are here to help every step of the way, and will ensure that if at all possible you will have a fully functional machine when we are finished.
Of course, preventative maintenance can help avoid problems before they occur! Taking your machine to a local technician on a yearly basis is a great way to stay ahead of potential issues. It's also a great way to build a working relationship with a local professional who can be there for the lifetime of your machine.
Interested in learning more about routine preventative maintenance? Check out this article for more details:
Espresso Tech 101: Routine Preventative Maintenance