Buying a coffee machine: where should you start?
When you’re looking to buy something new, you usually start your initial research online. Tchibo Coffee Service’s website will give you all the information you need when you begin your journey of discovery.
Take a look at our machine finder – here you can input information on how you intend to use your brand new coffee machine and the tool will let you know which of our extensive range would suit your needs best.
Whether you want to discuss your situation, or you need some more information after viewing our website, you can contact our friendly Customer Service team online or by phone.
Customer Service that is second to none!
Our customer service team are on hand between 8am and 5pm Monday to Friday, and will be happy to help answer questions, help you choose the perfect coffee or coffee machine for you, as well as give you information on Tchibo’s offers, equipment, products, services and pricing.
Try before you buy
We understand that deciding which coffee or coffee machine is right for you can be difficult without trying them out for yourself, so we offer trials of certain machines as well as a coffee sampling option. We can bring the coffee to you to try, or you are welcome to visit our showroom at our headquarters in Epsom, Surrey. We have a new Smokin’ Bean Café at our head office, so we’d be pleased to host a meeting with you there to make recommendations based on the volume of coffee you expect to use, space available, price etc. We’ll do all we can to ensure you have everything you need to make the right decision for your business.
Getting you and your machine set up
Once you have decided which machine and coffee is for you, we’ll assign you with your own Key Account Manager (KAM). Your KAM will be your point of contact for the installation of your machine and for the duration of your contract with us. This means you always have a person to speak to who knows your business.
When you confirm your order, your KAM will be in touch to arrange a convenient installation date with you. You’ll receive the product(s) 2-3 days before the installation date.
Don’t worry, we’ll keep you up to date every step of the way.
On the big day, our Field Service Engineer will arrive at your location in the morning and get you up and running as quickly as possible.
Your KAM will fully explain to you how to use the machine, including how to properly care for and clean it to ensure that it is always performing to the highest standard.
Depending on the type of machine you choose, you may need specialist training. We offer full training as part of the contract, so we’ll send one of our coffee experts to you, for as many staff members as necessary. We can offer as many sessions as you need to get your team up to speed!
No problem too big or too small
If your machine breaks down at any point during your lease, Tchibo Coffee Service offer 7-day technical support. Just give the team a ring and they will try to diagnose and fix the issue over the phone. If the problem is more complex, they may decide to send out a Field Service Engineer to your location.
If you have a major fault (where the machine is not functioning at all *No coffee! Shock! Horror!*) we will attempt to have an engineer with you within 8 working hours. For other faults where the machine is still able to dispense drinks, we’ll endeavour to be there within 16 hours.
We currently have 30 Field-Based engineers across the UK that are fully trained on all Tchibo equipment. They carry a vast array of machine spares that allows us to repair your machines in a timely manner whilst achieving a very impressive First-Time Fix Rate.
All work will be carried out to the highest standard in accordance with our manufacturer’s recommendations by appropriately trained engineers. We endeavour to carry out effective repairs on every occasion.
We include a complete preventative maintenance package that can be tailored to your specific needs and where applicable we offer a boiler inspection service that ensures that you are HSE compliant at all times.
Tagged with: coffee • service • Technical Support