Coffee machine servicing
Learn about service plans and the protection provided for coffee machines and water dispensers from FreshGround. Our dedicated techs keep your machines running and carry out repairs when needed.
Your service options explained
Let’s be honest – coffee machines and water dispensers occasionally break down. Even the most reliable piece of equipment will eventually encounter issues if it is used all day, every day, by the entire office. But don’t worry, every FreshGround customer has protection built into their rental plan for peace of mind in the face of any problems.
If you rent a machine from FreshGround, you are covered by our Essential plan. For an additional cost, you can upgrade to our Complete Care service package. The differences are detailed below.
Essential
Your reactive service protection, included with all machine rentals. This plan ensures you receive engineer visits if your machine breaks down. Scale filters are not included (sold separately), and we will only provide you with basic servicing, once a year for water dispensers, and not at all for coffee machines.
Provided at no extra cost on rental machines.
Complete Care
Your proactive service plan, a premium level of service for extra peace of mind. In addition to providing reactive repairs, your machines will receive two routine service visits a year. Your scale filters are included in the cost and will be changed out by a FreshGround engineer at suitable intervals.
From £4.25 to £27.50 per week per machine.
Watch our service video explainer below
View chapters in the video progress bar to jump between chapters, or keep scrolling to read a more detailed breakdown of FreshGround service and support.
What’s included in your service plan?
Take a look at the comparison table below to see the major differences between Essential and Complete Care.
| Essential | Complete Care | |
|---|---|---|
| Reactive call-outs | ||
| CoffeeCrew Live Assist | ||
| Pressure vessel testing (as required) | ||
| All spare parts (excl. any required due to damage) | ||
| Taste and odour filter change (cold-water machines) | ||
| Two service visits per year | ||
| Scale reduction filters | ||
| Scale reduction filters changed by us | ||
| Machine recalibration |
Exceptions and extraordinary circumstances
Callouts that are deemed to be the result of user negligence are chargeable on both service plans. A call-out fee of £225 is inclusive of the first hour, followed by £50 per 15 minute increment thereafter.
There are certain parts that we do not include in service plans. Anything that is cosmetic, such as drip trays and panels, will not be covered under Essential or Complete Care.
If your machine is covered by a service plan but is not part of a FreshGround rental agreement (for example, if you own the machine), then core components and parts that cost in excess of £100 will also be excluded. Core components include circuit boards, boilers, compressors, or internal circuitry. Replacing these items is major repair work and can be quoted separately.
CoffeeCrew Live Assist
All FreshGround customers can also access our CoffeeCrew Live Assist service. This video service puts you in direct contact with a FreshGround engineer who can talk you through diagnosis and simple fixes.
This can remove the need for a call out and get your equipment up and running again in record time! Check out the video below for more details.
Why FreshGround?
We put the customer experience first with every FreshGround account. Your workplace coffee and water is our priority, and we’ll support you from the very beginning in finding the right solution, and maintaining it going forwards.
60/16 promise
We aim to answer all queries within 60 minutes, and have a fix in place within 16 working hours. This is our 60/16 promise, one of the goals we work to in order to keep our customers happy.
Dedicated customer service
Every FreshGround customer has access to our Client Experience team. They’re on hand to quickly and efficiently help you with any queries or issues on your machine and manage your orders. Your account manager can also set you up with regular routine deliveries of items such as machine cleaning kits and scale-management filters (if you’re not on the Complete Care plan), so you don’t need to worry about a thing.
Making your life easy
If you’ve got questions about coffee, we’ve got the answers! Our website is packed full of useful information with simple to follow videos, clear and concise user guides and easy to understand machine specs.
If there’s anything you can’t find or you just want to chat, our friendly team is on hand to help. Just give us a call on 0207 553 7900.
Testimonials
Take a look at what some of our customers are saying about us.
“Install for everything was seamless. Thank you to everyone who helped get us up and running, from Tyrone’s delivery yesterday to Nick and Pat who were awesome, but also to everyone at FreshGround.”
Will Salmon
Office Manager, M7 Real Estate
“We tried a number of suppliers, but FreshGround came out on top for customer service, quality machines and a great tasting product.”
Richard Cairns
Facilities Manager, Everton Football Club
“We rely on FreshGround’s back up when there is an issue. The machine is heavily used with over 100 people in our building every day. The self service machine generally looks after itself and provides service for customers and staff.”
Mark Furssedonn
Group Operations Director, Panavision Europe Limited
Service with a smile
We know there’s no better way to start your working day than with a fresh cuppa, so if you do ever have an issue with your machine, we’ll do our very best to resolve it asap. Our friendly team is only a call away, so with FreshGround, we’ve got all bases covered!
Remote support
Our customer care team is on hand to provide basic technical advice over the phone, supported by simple-to-follow ‘how-to’ videos to get you up and running in no time.
On-site support
All of FreshGround’s expert technicians are highly experienced and receive ongoing, in-depth technical and practical training, so they know your machine inside out.
First-time fix
Our first-time fix rates are consistently high, and we’re always striving to improve them further, so there’s little to no downtime for your machine.
Instant repairs
Need a quick fix? We care about each and every one of our customers which is why we invest heavily in a constant on-hand, spare parts inventory so that we can fix it first time, on time.
Frequently asked questions
Still unclear about an aspect of service? Check out the frequently asked questions below to learn even more, or get in touch with the team today.
What’s the key difference between Essential and Complete Care?
Both plans ensure your machine is protected, and give access to engineer support to your site in the event of a breakdown, as well as remote triage and advice from our CoffeeCrew Live Assist. Complete Care provides two additional service visits per year (planned preventative maintenance) and covers the cost and replacement of scale reduction filters.
How much does a service plan cost with my rental contract?
Essential Care is included in the cost of all rental plans for our coffee machines and water dispensers. Complete Care is an additional cost, and varies between machines. This ranges from £4.25 to £27.50 per week per machine, depending on the machines you have. For more information on the cost of a plan for a specific machine rental, please visit the specific page for that coffee machine or water dispenser.
What is planned preventative maintenance, or PPM?
It’s easy to call any engineer visit to your machine a service visit. Planned preventative maintenance, or a PPM is what we call the regular service for your machine when it still appears to be operational. Unlike a reactive response to a breakdown, a PPM visit is where we give your machine its regular health check to ensure it’s running at its best, and fix any potential issues before they develop into a full breakdown. This is part of our Complete Care plan.
Why do my scale filters need replacing?
Scale filters help prevent the build up of limescale in your hot water dispensers and coffee machines. This not only improves the water quality and taste from the machine, but also helps protect it from damage and related breakdowns. They are a consumable part, and need replacing every six to twelve months. On Essential, you will need to purchase and replace scale filters yourself, while on Complete Care this is all included.
Can I cover my machine with a service plan if I don’t rent it from you?
Yes! If you own your own machine, we can add it to a service plan. In this instance, Essential will be chargeable, and ranges from £3.25 to £23 per week per machine. Complete Care will then be an additional cost on top of this. To take out a FreshGround service plan, it must be a machine in our range, and it must be less than five years old. If your machine is older, we’ll need to visit you and perform an audit first, which will be charged at £225. You can read more details in our third party machine service guide.
Can I just have a one-off service, without committing to a plan?
You can indeed. FreshGround offers a single machine full service visit for either a coffee machine or water dispenser. That cost of this one-off call out is £525 and includes labour, wear and tear parts, and machine filters, and aims to get it back in working order. You can pay for this via our website, however we strongly advise that you contact service@freshground.co.uk beforehand to ensure our engineers can actually work on your equipment.
Question about our service plans? Just ask!
If you’d like to learn more about our service plans, upgrade from Essential to Complete Care, or ask us anything else, just use the form below. Alternatively you can email hello@freshground.co.uk or call 020 7553 7900 to talk to the team.
