Hello!
We only reply during working weekdays 9am to 5pm.
We will try and get back to you within 2 to 3 working days.
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.
BEFORE SUBMISSION
80% of the reported cases turn out to be no issue. Before you return the machine, 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 statements such as “the machine is not working” do not provide sufficient information for our technicians to properly evaluate the situation.
HOW LONG DOES IT TAKE FOR A REPAIR?
Repairing an espresso machine involves a meticulous and time-intensive process, far beyond simple cleaning or part replacement. This work demands a comprehensive set of tools and considerable time for our technicians to thoroughly inspect and test each machine. Depending on the complexity of the issue and the condition of the machine, the man-hours required can extend up to 60 hours.
In particular, single-group machines present unique challenges due to their compact design. Accessing and diagnosing issues within such confined spaces often necessitates the removal of numerous components to reach potentially faulty parts.
Additionally, the application of food-grade sealant on fittings necessitates a full day to properly strengthen and cure. The cleaning agents also require sufficient time to take effect. Identifying problems within the water circuitry, conducting multiple tests, and observing for any leaks are time-consuming but critical steps in ensuring the machine’s optimal function.
Additionally, machines must be cooled before handling, which can add hours to the testing process. As a result, repairs and servicing typically take several working days to complete.
Due to the intricacies of espresso machine systems, featuring numerous valves and complex components, we cannot provide exact timelines for repairs or definitive diagnoses and costs until the machine has been thoroughly tested.
Please note that our repair and servicing services operate on a first-come, first-served basis.
HOW MUCH DOES IT COST FOR AN INSPECTION?
Inspection fee:
SGD50 (Machines distributed by www.finecoffeecompany.com directly)
SGD200 (Machines purchased from other sources and compliant to local electrical specifications)
Repair services are charged separately.
2-way courier:
SGD70 (within Singapore and for semi professional weighting below 40kg machines only)
HOW SHOULD I READY THE MACHINE TO BE RETURNED?
All requested courier services are handled by courier companies. Our couriers only provide transportation and do not provide installation, uninstallation or any form of onsite servicing.
Couriers will call before coming to pick up the machine. Though our assigned couriers are generally experienced in handling bulky machines with care. Clients sending back are recommended to 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 for that specific component.
That includes but not limited to, drip trays, top trays, filter holders, baskets, brushes, etc.
Only machines with 4L water tank needs to return their tank, make sure the tank is empty without water.
Do you service or repair machines from other brands?
We only service Bezzera espresso machines and only machines sold by our company. We do not repair other brands even if they look or seem similar.
