Please note that all non essential service is now closed for 2017. If you require emergency service (i.e your machine is dead), please contact us and we’ll see what we can do- but no promises! Our service department will reopen for 2018 on 09 January.
Well maintained equipment will give a lifetime of reliable service and produce a superb coffee. To organise a service or repair for your espresso gear, click here. We cannot accept your service request without a booking. We regret we cannot offer service for appliance/superauto machines: Jura, DeLonghi, Nespresso etc.
We recommend that your machine be serviced at 12-18 month intervals and that only filtered, softened water be used in most machines. Please note that drinking water filters are rarely adequate for espresso machines. We have produced a guide to filtration which will explain the reasons why you should use filtered water. General operation tips can be found in our in home training manual. Some great online videos are also available for Rocket Espresso and VBM machines, but the techniques shown are applicable to all brands.
Time for a service?
For those west of Melbourne, we highly recommend Peter Cairis of Coffee Physics. Peter is located in Geelong and offers service and support for all commercial equipment and domestic gear as well. Peter offers a pickup and dropoff service for those with prosumer equipment
Routine service includes:
- Disassembly, inspection and lubrication of group, wands and steam and hot water valves. Replacement of wear components
- Descale (if required)
- Electrical safety and pressure checks
- Repairs as required
- Cleaning of your machine.
What to bring?
Just bring your machine complete with tank if applicable. We don’t service portafilters, drip trays and tank covers, so there is no need to include them!
We can provide a verbal (rough) estimate when you drop your machine off for service or if you wish, a formal quote can be provided. In general, factor around 1.5 hours (descale can add an hour or so) + parts + time allocation for any required repairs. Our 2017 labour rate is $130 p/h inc. GST charged in 0.25 hour increments. Our tech staff are highly qualified and we compensate them accordingly.
By authorising a repair, you consent and agree to our repair conditions.
- Quotes: Where a quote is requested, we charge an $80 non refundable quote fee (non refundable, but credited towards your service costs if you proceed).
- Repairs Warranty: 3 months parts and labour on replaced components provided and installed by us. This warranty does not include consumables nor wear and tear components.
- Collection of repairs: We will contact you via SMS, phone or email to advise when your machine is ready for collection.
- Non collection: If you cannot collect your machine within a week of completion, you must contact us to arrange storage. Storage charges of $40/week or part thereof will be added to your account. Machines not collected after one calendar month will be forfeited and sold to recover our repair and storage costs.
We regret that we are unable to provide on-site service in Melbourne.
If you believe that your machine may require any warranty issues attended to, it’s essential that you discuss your case with us before appointing any service agent. Our warranty conditions can be found here. Please either call or contact us prior to any warranty service of your machine as we cannot provide cover for unauthorised service.
Soup me up!
For those looking for the best performance from your machine, we offer pump pressure calibration and we also have a Scace II device, used to monitor group temperature during the course of a shot. An upgrade can assist hot running older machines by reducing or eliminating a cooling shot and in some cases, improving group temperature as well. Other modifications such as swapping the side of wands and PID fitment can also be arranged for many machines.
What about my grinder. Does it need service too?
Grinders require regular cleaning to operate correctly. Ideally this involves removal of the burrs and a thorough clean. This can be done at the time of a machine service. At home, keep the grinder hopper clean with a wash in warm water and dishwashing detergent every few days. Never put a grinder hopper in a dishwasher unless you want to purchase a new one! Grinder cleaning tablets can be used for “between clean” grinder cleaning. Rice of any description is not for grinder cleaning and whilst it’s safe to vacuum to clean a grinder, compressed air is best avoided.
What should I be doing to look after my machine?
- Maintaining your machine is easy! Flush the group before and after use. Do the same with the steam wand.
- Stainless steel can be cleaned with microfibre cloths and a little steam or some diluted glass cleaner as required.
- Learn how to backflush your machine and make sure you do it! It’s essential for the health of your machine and for the quality of the coffee.
- Run a water backflush each day.
- If you have a heat exchanger (HX) or dual boiler machine, use the hot water from your machine each day. Heat a cup or make a cup of tea. Many users never use the hot water- effectively removing water vapour as steam and then concentrating minerals in the boiler. This can lead to significant scale deposition even in areas where the local water is quite soft.
- At the end of the week, run a water backflush, followed by a chemical backflush (1/4 teaspoon backflush powder) and then a further water backflush. Watch the colour of the suds exiting from the 3 way valve when using chemicals. When they are clean, the chemical phase can be stopped. Follow with a further water backflush. NB- Traditional Lever machines do not require backflushing.
- Replacement of group seal and shower screen as required. In most cases, 12 months is a reasonable interval to do this. It’s an easy and quick job.
- Be vigilant for any any unusual behaviour of your machine and arrange for service if you observe anything unusual.
- Avoid descaling by using water suitable for espresso machines. Descaling is a specialist job and is best avoided where possible in heat exchanger and dual boiler machines.