Superior Service

“Concordia makes it very easy to get up and running with an espresso program in no time at all. There’s no in-depth barista training involved. It’s a piece of cake to get the best results ever – so much easier than we expected. It’s as simple as pushing a button.”

– Angela C., Cool Beans Café

Caring For Your Investment

If you need on-site support, we will send you a skilled technician to resolve the issue. Concordia has a proven track record of successfully closing support requests within one business day, and many issues can be resolved over the phone. Espresso machines that are regularly serviced have significantly lower repair bills, operate more efficiently, and will continue to provide first-class beverages over their lifetime.

 

Basic Support

INSTALLATION SUPPORT
Our Installation Coordinator will ensure that your installation occurs seamlessly and on time. Recommendations for the installation process are provided in advance, to ensure that your site meets the minimum requirements.

TRAINING
Customer training by service technicians is provided at the time of installation. Instructional videos that provide tips and best practices on care for your machine are now available online. Topics include: cleaning your machine, working with syrups, and filtration.

TELEPHONE SUPPORT
Trained service technicians are available Monday-Friday 6am to 4pm PT, excluding U.S. Federal holidays.

BASIC DOCUMENTATION
User Guides and Cleaning Cards are provided at the time of installation. Machine cleaning videos are also available for new or refresher training.

WARRANTY INFORMATION
Our extensive warranty program covers all parts and labor for one full year from the date of delivery. Any service required after the warranty is available on a time and materials basis. Damage due to water quality is not covered under warranty.

PREVENTIVE MAINTENANCE
A preventive maintenance visit is included during your first year of owning a Concordia espresso machine. This visit will ensure your espresso machine runs at optimum levels.

 

Premium Support

TRAINING
Additional train-the-trainer and on-site training, with customized documentation and training materials, are available by request.

IN-DEPTH TECHNICAL DOCUMENTATION
Comprehensive technical manuals are available for customers who choose to self-support their machines. Each technical manual includes electrical schematics, full descriptions of each machine system and component, and detailed troubleshooting trees to guide technicians through diagnosis and repair of the espresso machine.

EXTENDED PHONE SUPPORT
Senior technical support is available after hours from pm to 8pm PT, Monday through Friday, and from 9am to 4pm on weekends and holidays.

EXTENDED MAINTENANCE PLANS
To ensure your machine operates optimally after your first year of ownership, Concordia offers a variety of care packages to support the continued health of your espresso machine.

 

Additional Services

AIRPORT SECURITY PASSES
Concordia can provide airport security passes to service agents for installations and repairs at an airport site.

AUTO SHIP
RECOMMENDED: To ensure that your stock needs cleaning products are continuously met, Concordia offers a program that will automatically replenish your cleaning product needs.

CUSTOMIZED DOCUMENTATION
Concordia can translate user guides, cleaning cards, and technical manuals to meet the needs of your espresso machine operators and service technicians.

MACHINE DISPOSAL
Concordia will remove and dispose of an existing coffee or espresso machine.

 

Global Customer Care Fact Sheet

 

One number to call: 1-800-778-0990

/ Or use our support form