Global Customer CareYOUR CUSTOMERS EXPECT GREAT SERVICE. SO SHOULD YOU.

At Concordia Beverage Systems, the Global Customer Care team prides itself in taking care of you, so you can focus on what you do best – delighting your customers.

Whether you are a new owner or have owned a Concordia espresso machine for years, Global Customer Care will partner with you to enable the support you need at every step of the way. Our dedicated Installation, Documentation, and Training Team ensures your success by offering recommendations for how to prepare your site(s) for espresso machine installation and how to use our world-class documentation to train your team on caring for your investment. Our Support Call Center answers your calls and resolves your technical questions, and is staffed with seasoned technicians and field agents with deep expertise on Concordia espresso machines. Our Parts and Services Desk provides service and warranty agreements, replacement parts, syrups, cleaning kits, and replacement water filters. Our Customer Success Management Team serves as an extension of the field support team and offers on-site service audits, enhanced reporting, and consultation. For customers needing additional resources for large installation projects, this is the team to call.

We are consistently improving every facet of our business. Everything from the way we engineer our systems, our commitment to 100% quality testing prior to shipping, to our on-going customer service which is constantly being tracked, analyzed, and improved. In the end, we support more than a machine – we grow a long term relationship.

BASIC SUPPORT

InstallatIon supportOur 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.

traInIngCustomer training by service technicians is provided at the time of

installation. NEW! 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 supportTrained service technicians are available Monday-Friday 6am to

5pm PT, excluding U.S. Federal holidays.

BasIc DocumentatIonUser Guides and Cleaning Cards are provided at the time of

installation. Machine cleaning videos are also available for new or

refresher training.

Warranty InformatIonOur 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 maIntenanceA 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

traInIngAdditional train-the-trainer and on-site training, with customized

documentation and training materials, are available by request.

In-Depth technIcal DocumentatIonComprehensive 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 supportSenior technical support is available after hours from 5pm to 9pm

PST, Monday through Friday, and from 9am to 6pm on weekends

and holidays.

extenDeD maIntenance plansTo 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 passesConcordia can provide airport security passes to service agents for

installations and repairs at an airport site.

auto shIpRECOMMENDED: To ensure that your stock needs for flavors, parts,

cleaning products, and the water filtration system are continuously

met, Concordia offers a program that will automatically replenish

your consumable products.

customIzeD DocumentatIonConcordia can translate user guides, cleaning cards, and technical

manuals to meet the needs of your espresso machine operators and

service technicians.

machIne DIsposalConcordia will remove and dispose of an existing coffee or espresso

machine.

CARING fOR YOUR INVESTMENT

If you need on-site support, we will send one of our skilled field technicians 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.

precIsIon engIneerIng meets pure coffee oBsessIonHere in the Northwest, we’re known for a couple of things: innovative technology and an enthusiasm for coffee that

borders on obsession. Try one of our machines. You’ll see our passion for coffee and innovation in their reliability and

simplicity, and of course, the great taste of a Concordia-brewed beverage.

1 800 995 9019 concordiacoffee.com