AFTER SALES SERVICE
HELP VIDEOS
Charges for repairs and service
‘Service only’ :
Charges :
£75 for Manual Machines
£100 for Bean to Cup Machines
plus carriage charge of £30 from most parts of the UK, if we are arranging collection and delivery.
- Servicing of the brewing unit [ Bean to Cup Machine only ]
- Replacing Filter Gasket on Manual Machines [or Brew Group seal and outlet valve seals on Bean to Cup ] Machines
- Descaling,
- Degreasing and
- testing the machine for coffee making and steam generation.
- We shall also check the grinder operation on a Bean to Cup Machines
Charges :
£75 for Manual Machines
£100 for Bean to Cup Machines
plus carriage charge of £30 from most parts of the UK, if we are arranging collection and delivery.
‘Repair and Service’
‘Repair and Service’ : A full service [see ‘Service only’] and repair of any faults. The machine is opened up and checked for any leaks. The cost of ‘Repair ad Service’ includes servicing parts and labour, but if additional parts are needed, these will be charged for additionally. We shall call the customer for approval if additional parts are needed.
Charges :
Manual Machines : £100 plus carriage charge
Bean to Cup Machines £170 plus carriage charge
Plus £30 from most parts of the UK, if we are arranging collection and delivery.
‘Repair and Service’ : A full service [see ‘Service only’] and repair of any faults. The machine is opened up and checked for any leaks. The cost of ‘Repair ad Service’ includes servicing parts and labour, but if additional parts are needed, these will be charged for additionally. We shall call the customer for approval if additional parts are needed.
Charges :
Manual Machines : £100 plus carriage charge
Bean to Cup Machines £170 plus carriage charge
Plus £30 from most parts of the UK, if we are arranging collection and delivery.
‘Repair only’
‘Repair only’ means, we only do the repair of the fault the machine came back for, We shall not look for any other faults. We shall also not perform a service [see ‘Service only’], of the machine. The charges for Repair only jobs are for parts, labour and carriage.
Cost : £30 for first half hour and £15 for every half hour thereafter plus cost of parts fitted plus carriage charge, if we are arranging collection and delivery.
‘Repair only’ means, we only do the repair of the fault the machine came back for, We shall not look for any other faults. We shall also not perform a service [see ‘Service only’], of the machine. The charges for Repair only jobs are for parts, labour and carriage.
Cost : £30 for first half hour and £15 for every half hour thereafter plus cost of parts fitted plus carriage charge, if we are arranging collection and delivery.
‘Warranty repair’
‘Warranty repair’ : when machines come back to us for warranty repairs, we repair the fault and also inspect the machine for any internal leaks and visible issues. We do not service the machine unless specifically requested. Servicing will be carried out at an additional cost. There are special rates for servicing during warranty the period.
Charges : FREE [Servicing cost during warranty will be charged at a discounted rate.
Manual Machines £60 plus carriage
Bean to Cup Machines £80 plus carriage
‘Warranty repair’ : when machines come back to us for warranty repairs, we repair the fault and also inspect the machine for any internal leaks and visible issues. We do not service the machine unless specifically requested. Servicing will be carried out at an additional cost. There are special rates for servicing during warranty the period.
Charges : FREE [Servicing cost during warranty will be charged at a discounted rate.
Manual Machines £60 plus carriage
Bean to Cup Machines £80 plus carriage
Frequently Asked Questions and Repairs
Are you open for repairs ?
REPAIRS AND SERVICE
We are open for repairs and service. Please contact us by zoom, phone or chatline to get help or advice regarding repairs. Zoom allows us to see the machine and go through diagnostics more efficiently. If we are unable to resolve the problem by Zoom, telephone or Chat, we can arrange for the machine to be brought back to the service centre.
We have provided as much help as possible for Gaggia machine users, with videos, podcasts and answers to FAQs.
If you need further help, you can chat to us or email us for advice. We hope to do more videos and we are also able to do ZOOM meetings to advice and resolve problems.
TO CONNECT ON ZOOM PLEASE CLICK HERE
If we are unable to resolve the problem on the phone, chat or Zoom, we shall ask you to fill in a form to arrange collection at a time when it is mutually convenient. Currently there are delays in repairing/servicing machines.
PLEASE FILL IN THE FORM
We are open for repairs and service. Please contact us by zoom, phone or chatline to get help or advice regarding repairs. Zoom allows us to see the machine and go through diagnostics more efficiently. If we are unable to resolve the problem by Zoom, telephone or Chat, we can arrange for the machine to be brought back to the service centre.
We have provided as much help as possible for Gaggia machine users, with videos, podcasts and answers to FAQs.
If you need further help, you can chat to us or email us for advice. We hope to do more videos and we are also able to do ZOOM meetings to advice and resolve problems.
TO CONNECT ON ZOOM PLEASE CLICK HERE
If we are unable to resolve the problem on the phone, chat or Zoom, we shall ask you to fill in a form to arrange collection at a time when it is mutually convenient. Currently there are delays in repairing/servicing machines.
PLEASE FILL IN THE FORM
Are your shops open?
GAGGIA SHOPS
UNITED KINGDOM
Our shops are currently closed to the public. To provide our customers with live meetings and demonstrations, we have brought in some of our sales staff from some of our shops to be available on Zoom. To meet us live and watch demonstrations please CLICK HERE. We have also provided as much help as possible for Gaggia machine users, with videos, podcasts and answers to FAQs. You can order machines, coffee and accessories online on this website. We are sending out goods as normal.
If you need further help, you can chat to us or email us for advice. We hope to do more videos and also hope to extend the hours we are available on Zoom.
UNITED KINGDOM
Our shops are currently closed to the public. To provide our customers with live meetings and demonstrations, we have brought in some of our sales staff from some of our shops to be available on Zoom. To meet us live and watch demonstrations please CLICK HERE. We have also provided as much help as possible for Gaggia machine users, with videos, podcasts and answers to FAQs. You can order machines, coffee and accessories online on this website. We are sending out goods as normal.
If you need further help, you can chat to us or email us for advice. We hope to do more videos and also hope to extend the hours we are available on Zoom.
Can we drop off a machine in elland?
Before you come to drop off a machine, please first of all call us to arrange for a collection of your machine by a courier. If you are in the local area and want to drop it off, you can arrange to drop it off during certain times of day and week by prior appointment only.
We have live conversations through Chat and Zoom and telephone during week days. Our telephone number is 01422 372554 or 01422 766972
You have to wear a mask to enter the building.
We have live conversations through Chat and Zoom and telephone during week days. Our telephone number is 01422 372554 or 01422 766972
You have to wear a mask to enter the building.
USE of WATER FILTER and maintenance
We recommend that you use filtered water in your water tank. The instruction manuals may provide more specific information about use of water filters - eg "INTENZA" or "AQUA CLEAN" water filters. Water filters can be purchased separately on our website. Water is a crucial part of every coffee, so it is very important to have it filtered and the machine descaled regularly.
Even if you are using Filters or Water from a filtered source, it is important to regularly carry out the descaling process.
Note :
We would like to give the option to the customer as, [1] , internal filters can be more expensive than the regular filters that you use in filter jugs and [2], you know the water in your water best and you already may have a method of filtering and purifying your water.
In addition, we find that customers who use filters in the tank, sometimes forget to change them on time, and this can cause more problems as carbon particles can seep through into the machine.
https://www.gaggiadirect.com/podcasts.html
Following are the links for the cleaning products :
Descaler : https://www.gaggiadirect.com/cleaning-products.html#!/Gaggia-Liquid-Descaler/p/15014701/category=5922063
You can also use the Puly descaler as we have tested them. You need to make sure that you dilute this. https://www.gaggiadirect.com/cleaning-products.html#!/Puly-Descaling-Powder-x-10-sachets/p/144931872/category=5922063
In addition to descaling, you should regularly degrease the machine as well.
Puly Degreasing Tablet : https://www.gaggiadirect.com/cleaning-products.html#!/Puly-Caff-Degreasing-Tablets-x60/p/15047993/category=5922063
Degreasing and Lubricating Brewing Units and seals :
There are some videos on our website about cleaning and lubricating. It wil be good to watch those videos : https://www.gaggiadirect.com/maintenance-and-repair.html
We are available on zoom as well, if you need any help.
To connect on Zoom during week days, please go to www.gaggiadirect.com/meet-us-live.html
Even if you are using Filters or Water from a filtered source, it is important to regularly carry out the descaling process.
Note :
We would like to give the option to the customer as, [1] , internal filters can be more expensive than the regular filters that you use in filter jugs and [2], you know the water in your water best and you already may have a method of filtering and purifying your water.
In addition, we find that customers who use filters in the tank, sometimes forget to change them on time, and this can cause more problems as carbon particles can seep through into the machine.
https://www.gaggiadirect.com/podcasts.html
Following are the links for the cleaning products :
Descaler : https://www.gaggiadirect.com/cleaning-products.html#!/Gaggia-Liquid-Descaler/p/15014701/category=5922063
You can also use the Puly descaler as we have tested them. You need to make sure that you dilute this. https://www.gaggiadirect.com/cleaning-products.html#!/Puly-Descaling-Powder-x-10-sachets/p/144931872/category=5922063
In addition to descaling, you should regularly degrease the machine as well.
Puly Degreasing Tablet : https://www.gaggiadirect.com/cleaning-products.html#!/Puly-Caff-Degreasing-Tablets-x60/p/15047993/category=5922063
Degreasing and Lubricating Brewing Units and seals :
There are some videos on our website about cleaning and lubricating. It wil be good to watch those videos : https://www.gaggiadirect.com/maintenance-and-repair.html
We are available on zoom as well, if you need any help.
To connect on Zoom during week days, please go to www.gaggiadirect.com/meet-us-live.html
SPARE PARTS
If you need sparts, we are directing you to our Spares Specialist for wide range of parts that you may need.
MRBEAN2CUP |
Right to repair
We recognise the need, in some circumstances, for customers to carry out repairs of machines. We actively give help and advice in these circumstances and can provide access to spare parts and drawings. We have engineers and help line staff available to give the customer the advice and help needed. We also provide access to Test modes on most of our models of machines. Watch our videos on this page.
Custom modifications
We are aware that our machines are sometimes modified by customers using parts from us or from other suppliers. Any modification to the machine can invalidate the warranty and customers need to be aware that they can also be dangerous. We can give advice on any modifications but cannot take any responsibility, if the customer or an outside engineer modifies one of our machines.
REconditioning and evironmental policies
Caffe Shop Limited is committed to minimising the impact of its activities on the environment.
The key points of its strategy to achieve this are:
The key points of its strategy to achieve this are:
- Minimise waste by evaluating operations and ensuring they are as efficient as possible.
- Minimise toxic emissions through the selection and use of its fleet and the source of its power requirement.
- Actively promote recycling both internally and amongst its customers and suppliers.
- Our Policy on re-conditioning machines
- We believe in helping the environment by reconditioning machines for re-sale. Machines are returned by customers for various reasons. Some machines may have been damaged slightly in transit, some machines are faulty on arrival to the customer but the fault may be a minor one that can be rectified quickly. Every machine is inspected thoroughly before it is offered as a re-conditioned machine with a 12 month warranty. Re-conditioned machines are available on our website.
- We encourage Long term use
- We have an in-house service department to provide repair and service of machines. We also provide a help-line for advice on how to get the best out of your machine.
- Our Policy on re-conditioning machines
MORE FREQUENTLY ASKED QUESTIONS
Descaling - Overview
All espresso machines must be “DESCALED” regularly. Filtered water or bottled water is free from chemical odours but not free from minerals. Using a water softener is the best option for mineral free water. If a water softener is not installed, then the best option is to descale the machine at least every 2-months. Gaggia spa recommends using the Gaggia Descaler for descaling your machine. Do not rely on the machine to remind you when descaling is due. When available, this feature is programmed by the number of espresso's served. The machine cannot sense the variable hardness of water from one part of the country to another. Follow a definite schedule for descaling every two months. Please DO NOT use vinegar or lemon juice for descaling as a residue will remain on the inside of the boiler which will be hard to get rid off and your coffee will end up with a taste of vinegar or lemon.
DESCALING YOUR GAGGIA BRERA
Is the de-scale sign on your Brera still appearing, even after de-scaling the machine using the instructions?
We receive telephone calls about this frequently. The reason for the sign remaining on, is because the instruction manual that you are using is the old one. You need to look for the Brera supplementary manual, which is available on our website. The supplementary manual is, normally found separate, in the box, but it is easily ignored or lost. If you have not found it, please download the manual. The important thing to remember is that, on the newer version of the Gaggia Brera, the machine has to be on STANDBY mode (with the standby light flashing red) when you start the descale procedure. To enter the mode, press the small and the large coffee buttons together, for about 6 seconds. If you have entered the mode correctly, the machine will come up with a flashing descale sign on the bottom left of the screen with 1 bean. Follow the steps to the letter and when you finish, the descale sign will disappear.
Note : If you have already done the descaling with the descaler, you can run the procedure again with fresh water.
DE-greasing
It is important to degrease your machine regularly. This is because some parts come into contact with coffee and the oils in the coffee can build up and block the shower discs, baskets and associated parts. With traditional manual machines you can put the degreasing tablet or powder in the basket where the coffee goes and run some water to wet the tablet. Run more water every two minutes or so that it cleans the basket and shower disc etc until the tablet is fully desolved and flushed. De-greasing tablets are available to buy on our website.(Coffee and Accessories - Cleaning - Cleaning-Home Machines) Cleaning the basket with degreasing tablets is vital if you have the new perfect crema baskets as the base of these baskets have two layers - one with lots of holes and the other with one hole and therefore coffee oils can settle in-between the layers and block the basket. You should de-grease the basket every 2-3 weeks. Flushing the basket with clean water, after macking the coffee can also be useful.
REPAir or service
Go to the following page for more details : CLICK HERE
Help videos
PRIMING TIPS
Priming Your Manual Coffee Machine:
Priming involves running (pumping) water through the steam pipe and through the Brew head:
Press the coffee button and open the steam wand to send water through the steam pipe for 6-8 seconds. Close the steam knob (while the pump is still running), this will send water through the brew head. Water should flow freely if the machine is working correctly. If the flow is poor or non-existent, then there may be a blockage (see below reasons for blockage) in your brew head valve (or solenoid valve in the pre-2015 models).Priming can be carried out as frequently as possible. In any case it is essential that you do this procedure whenever you finish steaming milk. When you finish steaming milk, the boiler is starved of fresh water, and by priming the machine you are effectively filling fresh water into the boiler and also purging any air that is in the system.
Reasons for the Flow to be poor or non-existent :
1. Blocked Basket :There are two types of baskets. The newer models have perfect crema baskets which have two layers. One layer with lots of tiny holes and bottom layer with one tiny hole. The tradition basket has only one layer and containes lots of tiny holes. If you hold it against the light you can see through them (like a mesh).
Coffee oils can build up over time and block the holes. On perfect crema baskets it can settle in between the two layers and become difficult to clean. We recommend usigng a degreasing agent, eg. Puly degreasing poweder or tablets, especially on perfect crema baskets.
2. Blocked Shower Disc
Shower discs also get blocked with coffee oils and need degreasing, similar to the baskets.
3. Blocked Shower Holding plate (on pre-2015 Classics, Baby and Evolution, Tebe and Paros)
These need to be removed and degreased regularly.
4. Blocked Solenoid : On the older model of the Gaggia Classic and the other older models there are solenoid valves fitted to the boiler, inside the machine. Solenoid Valves can get blocked with scale or any debris from the water flowing through. As the valve has have narrow passages, they can easily get blocked, especially in hard water areas. Regular descaling of the machine and regular priming can improve the flow and keep the passages clear.
Priming involves running (pumping) water through the steam pipe and through the Brew head:
Press the coffee button and open the steam wand to send water through the steam pipe for 6-8 seconds. Close the steam knob (while the pump is still running), this will send water through the brew head. Water should flow freely if the machine is working correctly. If the flow is poor or non-existent, then there may be a blockage (see below reasons for blockage) in your brew head valve (or solenoid valve in the pre-2015 models).Priming can be carried out as frequently as possible. In any case it is essential that you do this procedure whenever you finish steaming milk. When you finish steaming milk, the boiler is starved of fresh water, and by priming the machine you are effectively filling fresh water into the boiler and also purging any air that is in the system.
Reasons for the Flow to be poor or non-existent :
1. Blocked Basket :There are two types of baskets. The newer models have perfect crema baskets which have two layers. One layer with lots of tiny holes and bottom layer with one tiny hole. The tradition basket has only one layer and containes lots of tiny holes. If you hold it against the light you can see through them (like a mesh).
Coffee oils can build up over time and block the holes. On perfect crema baskets it can settle in between the two layers and become difficult to clean. We recommend usigng a degreasing agent, eg. Puly degreasing poweder or tablets, especially on perfect crema baskets.
2. Blocked Shower Disc
Shower discs also get blocked with coffee oils and need degreasing, similar to the baskets.
3. Blocked Shower Holding plate (on pre-2015 Classics, Baby and Evolution, Tebe and Paros)
These need to be removed and degreased regularly.
4. Blocked Solenoid : On the older model of the Gaggia Classic and the other older models there are solenoid valves fitted to the boiler, inside the machine. Solenoid Valves can get blocked with scale or any debris from the water flowing through. As the valve has have narrow passages, they can easily get blocked, especially in hard water areas. Regular descaling of the machine and regular priming can improve the flow and keep the passages clear.
CIRCUIT PRIMING AUTOMATIC MACHINES
Resolution Priming Automatic Machines : Most Automatic machines have circuit priming and rinsing cycles built into the program. As the machine starts, the program will force the machine to carry out a priming (water circuit priming funtion). If this is not shown in the program, you can prime the machine, usually by turning the knob or pressing the button to open the steam pipe to run some water.
Please check whether you have a water filter fitted in the tank. If so, remove the filter before attempting to manually prime the machine.
If you are unable to prime the machine using the normal method, you can go into a TEST MODE to pump water manually. See help videos relating to you model for Test or Diagnostic Modes.
Please check whether you have a water filter fitted in the tank. If so, remove the filter before attempting to manually prime the machine.
If you are unable to prime the machine using the normal method, you can go into a TEST MODE to pump water manually. See help videos relating to you model for Test or Diagnostic Modes.
Quick set up guide
Quick Set UpAlways read your instruction manual. The following is only a quick set up guide, if you are familiar with the operation of Espresso Machines.
- Insert Tank and ensure tubes (on some models) are in place
- Insert Drip Tray
- Attach frother attachment
- Fill Water Tank
- Connect Cable
- Switch on Machine
- Priming of the Machine
- Put a cup or jug under the steam arm
- Place cup under Brew head
- Open Steam Arm using the steam knob
- Press Coffee Button [on manual machines] this will dispense water through the steam arm
- Collect a cup of water
- While water is running, close steam arm
- Water should come through brew head [on manual machines]
- Collect half a cup through brew head [on manual machines]
- Machine is ready for use.
- Fill ground coffee (finely ground) in filter basket and fit to machine and brew coffee. [on manual machines]
- Remove the brew handle (filter holder) and empty dregs [ on manual machines]. DO NOT leave coffee in brew handle when you are steaming milk
- Switch the steam button on, for steaming milk.
- Clean the wand immediately after steaming milk
- Release remaining steam through steam wand purge water through steam arm by pressing the coffee button while the steam wand is still open. Then close steam knob and run water through brew head.
- You are now ready for the next coffee.
DEscaling manual coffee machines
DE-SCALING MANUAL COFFEE MACHINES Gaggia Liquid Descaler are recommended.DO NOT USE ANY DESCALER THAT IS RECOMMENDED FOR OPEN ELEMENT PRODUCTS SUCH AS KETTLES OR WASHING MACHINES.
Dissolve contents in 1 1/2 litres of water, pour it into the water tank and open the steam pipe knob to extract water through steam pipe by pressing the COFFEE button. Collect about half a cup of water through the steam pipe. Switch off the machine for 10 minutes and repeat the procedure once more. Again, switch off the machine for a further 8-10 minutes. Now switch on the machine and this time run the water through the brew head by pressing the COFFEE button. This time do not open the steam wand. This allows the water to come through the brewhead, similar to dispensing coffee.
[DO NOT LEAVE THE MACHINE WITH DESCALING SOLUTION FOR MORE THAN THE TIME SPECIFIED ABOVE AS THIS CAN CAUSE DAMAGE TO THE BOILER]
[Always run water through brewhead without attaching the filter holder, when you are doing the descaling procedure]
[Make sure your filter baskets are cleaned thoroughly and degreased, especially if they are the double layered perfect crema baskets. You can identify them as they have lots of holes on the top layer and only one hole on the bottom layer]
If no water is coming through head then you may have to descale the machine again. On solenoid valve machines, like the older model Classic or Baby, it may be an idea to press the coffee button and then intermittently press the steam button for 1 or 2 seconds. Once tank is almost empty, rinse the water tank before filling with fresh water. Repeat the procedure of sending water through the steam wand and brewhead so that it flushes out any of the remaining descaling solution in the boiler. Now you are ready to use the machine
De-scale every 2-3 months(monthly if you live in a very hard water area) as machine is not covered by guarantee for scaling.
Dissolve contents in 1 1/2 litres of water, pour it into the water tank and open the steam pipe knob to extract water through steam pipe by pressing the COFFEE button. Collect about half a cup of water through the steam pipe. Switch off the machine for 10 minutes and repeat the procedure once more. Again, switch off the machine for a further 8-10 minutes. Now switch on the machine and this time run the water through the brew head by pressing the COFFEE button. This time do not open the steam wand. This allows the water to come through the brewhead, similar to dispensing coffee.
[DO NOT LEAVE THE MACHINE WITH DESCALING SOLUTION FOR MORE THAN THE TIME SPECIFIED ABOVE AS THIS CAN CAUSE DAMAGE TO THE BOILER]
[Always run water through brewhead without attaching the filter holder, when you are doing the descaling procedure]
[Make sure your filter baskets are cleaned thoroughly and degreased, especially if they are the double layered perfect crema baskets. You can identify them as they have lots of holes on the top layer and only one hole on the bottom layer]
If no water is coming through head then you may have to descale the machine again. On solenoid valve machines, like the older model Classic or Baby, it may be an idea to press the coffee button and then intermittently press the steam button for 1 or 2 seconds. Once tank is almost empty, rinse the water tank before filling with fresh water. Repeat the procedure of sending water through the steam wand and brewhead so that it flushes out any of the remaining descaling solution in the boiler. Now you are ready to use the machine
De-scale every 2-3 months(monthly if you live in a very hard water area) as machine is not covered by guarantee for scaling.