Technical Assistance
Help us come prepared.
Please give us as much information as possible about the issue and include any photos or videos that may help us diagnose it. The more we understand before arriving, the better chance we have of bringing the correct tools and parts and resolving the problem on the first visit.
If we don’t know or fully understand the issue before arriving, there is a greater chance we may not have everything needed to complete the repair on the first visit.
Our goal is to be as helpful and timely as humanly possible.
Please have the following information ready
- Account / Business Name
- Point of Contact
- Best Email Address
- Best Phone Number
- Equipment Manufacturer
- Equipment Model Number
- Specific machine having the issue — for example, Fetco 2132 XTS Drip Coffee Brewer or La Marzocco Linea 2 Group. Please be specific; “coffee machine” is not enough information for us to properly prepare.
- Description of the issue — please explain what is happening as clearly as you can, including any error messages, unusual noises, intermittent behavior, or recent changes.
- Current equipment status — usable, partially usable, or not usable.
Photos and video
Please upload photos that show the issue, damaged parts, error messages, serial/model plates, or the area where a leak is occurring.
Video / Google Drive: If a video would help us diagnose the problem, upload it to Google Drive and paste the shareable link into the form. Please make sure the file is set to Anyone with the link can view.
Important safety information
If there is a significant leak: If you need to turn off the water supply, please also turn off any coffee equipment connected to that water supply.
If there is an electrical issue: Please power off the equipment and leave it off until a technician is on site to assist.
Technical Assistance requests are sent to Tech@commonfriendscoffee.com.