Technical Support

Due to homologation, availability of compatible spares, the difference in variations or components, technical conditions and  & other limitations.
Fine Coffee Company may not be able to provide any service, maintenance, modifications, repairs, spare parts or technical support for espresso machines and coffee grinders purchased from overseas. or not from the local distribution source of Fine Coffee Company. We are also unable to accept repairs for machines that had been modified or repaired by unauthorised technicians.
For machines purchased not from www.finecoffeecompany.com or its authorised resellers, an additional fee of $200 will be applied for any services on top of all current charges.
BEFORE SUBMISSION
At least 80% of the reported cases turn out to be no issue. Before you lug the machine back to us, forward us details on your issue and we will advise if servicing is required. You are encouraged to read the troubleshooting and  warranty terms and conditions page before submission.
You may want to be as specific as possible, so we can assist you better. Videos or photos will help.
Vague information like “machine is not working”. Doesn’t help.
HOW LONG DOES IT TAKES FOR A REPAIR?
Repairing an espresso machine is not done with a few wipes and replacement of parts, it’s a lengthy process, requiring a wide range of tools and our technicians will need more time to check and test the machines. The manhour required per machine is usually anything from 30 minutes to 60 hours, depending on the condition of the machine.
Do note that food-grade sealant applied on the fittings, will require a full day to strengthen and cure, It will take hours for cleaning agents to react, a lot of time to identify issues in the water circuity, and we will require a lot of tests and observation for leaks.  A pressurized or heated up machine, cannot be handled and have to be cooled which takes hours. As such, repairs or servicing will usually require a few working days to complete. We are unable to answer questions on how long it takes for a repair to be done or when can the machine be picked up. We are also unable to tell the exact issue and cost of repair until the machine had been tested.
For urgent cases who wish to pass the machines to us as soon as possible, you can choose to make an appointment and submit the machine personally. Repairs and servicing are base on first come first serve.
I NEED A MACHINE TO USE DURING THE SERVICING. WHAT CAN BE DONE?
You can request for loan machines during the repair. Each machine will have a surcharge of SGD150.
Loan machines are subjected to availability and will be issued with whatever model available..
Damages done to the loan machines will be as charged. No installation or caliberation services will be provided.
HOW SHOULD I READY THE MACHINE TO BE RETURNED?
All requested courier services are handled by courier companies. Clients sending back should pack the machine safe for delivery. Neither the courier companies or Fine Coffee Company will be responsible for any scratches or damages done during the transportation. Transportation can only be sent to or received from lift or ground level and from unrestricted areas within Singapore..
Please do not return any removable spares unless servicing is required on the specific component.
That includes but not limited to, drip trays, top trays, water tank, filter holders, baskets, brushes, etc,

 

It is highly advisable to forward us a video to show the issue you are facing. At many times, they turn out to be trivial issues that do not require any fix.
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