frequently asked questions

Find answers to some of the most common questions relating to machine installations and technical service.

INSTALLATIONS

How close to the water & power supply does the machine need to be?
Answer: 1 metre.

Can you arrange plumbing?
Answer: No. Café Bar technicians will only connect to existing services.

What electrical power do I need to provide?
Answer: We will discuss this with you at the time of placing your order.

Will staff training be given on how to operate the machine?
Answer: Yes. Our technician and a member of the sales team will attend the installation and conduct all necessary training.

Will the installation engineer bring my ingredient order with him to commission the machine?
Answer: No. Ingredients will be dispatched to you the day before the planned installation day.

Can I arrange a suitable time for the engineer to call?
Answer: Yes. Please advise us of your requirements when placing your order.

Must I have a water treatment system?
Answer: We cannot force you to have one fitted but strongly recommend you do. Please see our section on Water Treatment for an explanation of the benefits. If you do not have a unit fitted, you may be charged for water related breakdowns. You also run the risk of serving poor drinks to your customers and/or staff!


GENERAL QUESTIONS

How long does it take an engineer to arrive from placing a service call?
Answer: We use best endeavours to attend within 24 hours of a call being placed. Bespoke response times are available subject to agreement.

Can I arrange service cover for weekends?
Answer: Yes. Please discuss with your account manager.

How long will I have to wait for spare parts?
Answer: Normally our engineers are fully equipped with all relevant parts on their vehicle. If a part is required we can normally despatch overnight to arrive the next day.

Is technical service cover provided free of charge for the first 12 months after installation?
Answer: No. All machines come with a manufacturers warranty which varies by machine. Service cover levels will be discussed with you before your machine is ordered to ascertain the correct level of cover and agree costs.

Can you provide a replacement machine if my machine is out of action for a prolonged period of time?
Answer: If we are unable to repair your machine in a reasonable time and provided your agreement is up to date we will replace your equipment when we believe it is necessary.

What basic maintenance can I do myself?
Answer: You will be trained on the day of installation regarding all elements of daily up keep and  cleaning of your Café Bar beverage system. Helpful guides can also be downloaded from our download area.

Can I speak to a technical qualified service person first before you send out an engineer?
Answer: Yes. We will want to try and get you up and running as soon as possible, so anything we can do over the telephone to diagnose and fix your problem will help us both.