Service & support

Great customer service is as important to us as it is to you.
From proactive servicing and self-support resources, through to on-site
visits and call-outs, our friendly client care team is always here to help.

Our service plans

We offer two different service packages to our customers, so you can select the one that’s right for you.
The Essential plan is automatically included in our machine packages, and covers all the basics to keep you going, such as reactive maintenance and spare parts.
Total Care means complete peace of mind. It’s a fully inclusive service package, combining fantastic extras into a convenient and cost-effective bundle to compliment your rental contract. It includes planned preventative maintenance every six months on all machines to reduce downtime, and comprehensive filtration management.

Take a look at the table below to see what’s included in each package.

Essential

All the basics to keep you going
*Included with all machines

Reactive call-outs

Pressure vessel testing (as required)

All spare parts (excl. any required due to damage)

Taste and odour filtration (cold-water machines)

Sanitisation visits (cold water machines)

12 monthly

Installation inc. water safety kit and filter head

from £199 per unit

Proactive equipment maintenance

from £299 per unit

Scale filter exchange call-out

£80 per visit

Scale-reduction filters

See pricelist

Machine recalibration

£80 per visit

Total Care

Our fully inclusive service package

Reactive call-outs

Pressure vessel testing (as required)

All spare parts (excl. any required due to damage)

Taste and odour filtration (cold-water machines)

Sanitisation visits (cold water machines)

6 monthly

Installation inc. water safety kit and filter head

from £99 per unit

Proactive equipment maintenance

Scale filter exchange call-out

Scale-reduction filters

Machine recalibration

Callouts that are deemed to be the result of user negligence are chargeable on both service plans. A call-out fee of £155 is inclusive of the first hour, followed by £25 per 15 min increments thereafter.

Dedicated customer service

Every FreshGround customer has their own dedicated account manager. 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 Total 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.

FreshGround offer excellent customer service and are always helpful and polite, and go the extra mile to assist. The machines run well and are serviced well, so we have little or no downtime.


Lisa Assiotes

Office Manager, Paddy Power Betfair

We required good quality products that our visitors would enjoy and we required excellent service levels to support our business requirements. The customer service provided by FreshGround is always exceptional and the quality of the equipment and products are of high quality.

Jason Shenton

Dealer Principle, Porsche Centre Wilmslow

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.