Repairs and Service Information

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Warranty Repairs

Non-Warranty Repairs

Who Can Service My Machine?

Whole Latte Love provides direct service and support for many products. However, several manufacturers opt to service their machines directly.  Please note warranty is strictly covered by Whole Latte Love or the manufacturers as listed. We do not authorize warranty repairs to be handled by outside repair centers without prior written approval. For a complete list, see our Complete Manufacturer Warranty Information Page. 

How Do I Send My Machine In For Repair?

Please contact our Technical Support team before you send any machine in for service. After determining that your machine needs to be repaired we will issue a Repair Authorization Number. Machines without a Repair Authorization Number clearly marked on the outside of the box will be refused on receipt and returned to sender. Our Technical Support Team will be happy to provide you with the necessary information for shipping the machine to us, or can route you to the the manufacturer’s preferred service center for the product.

NOTE: For espresso machines and grinders, please keep your packing materials. This will be vital to prevent damage in transit should you need to send the machine in - machines not shipped in original packing materials can lead to costly damages. Packing materials can be purchased at an additional cost if needed.

Preventative Maintenance Packages

At Whole Latte Love we offer several Preventative Maintenance Packages depending on the type of machine you own. Preventative Maintenance provides the twofold benefit of both extending the longevity of your machine and helping to prevent additional future repairs.

Semi Automatic Package

$50 (Save 33% over the normal price of $75 when selected in advance!)  

  • Group Gasket replacement and comprehensive brew head cleaning.
  • Professional Backflush cleaning on machines with 3-way solenoid valves.
  • Replacement of the group valve assembly on machine without 3-way solenoid valves.

Super Automatic Package

$75 (Save 25% over the normal price of $100 when selected in advance!)

  • Complete Tear down, deep cleaning and relubrication of the brew unit.
  • Replacement of Brew Unit O-Rings and Seals.
  • Professional descaling.

Prosumer Package

$125 (Save 16% over the normal price of $150 when selected in advance!)

  • Group gasket replacement.
  • Shower screen cleaning or replacement.
  • E61 Group cleaning and Maintenance
    • Replace Actuator Seals and any other necessary seals.
    • Cleaning and lubrication of the group head.
  • Non E61 Group machine
    • Group head cleaning.
    • Diagnostic and cleaning of the 3-way solenoid valve.
    • Replacement of any worn seals.
  • Professional Backflushing.
  • Brew pump pressure testing and calibration.
  • Steam pressure testing and calibration.

Questions Warranty and Non-Warranty Repairs

At Whole Latte Love our repair team is equipped to provide cleaning, repair, and refurbishment services for a large number of machines from the manufacturers we support. These services are offered to our customers regardless of whether or not a product is still covered under a warranty. The sections below outline common questions regarding the warranty and non-warranty services we offer and the processes and procedures by which your machine will be repaired.

How do I Determine if My Product is Covered by a Warranty?

The full term of a product’s warranty periods starts on the date of its purchase.

To find your product’s warranty term, Please review our Comprehensive List of Manufacturer Warranty Information for full terms and coverage details.

My Product Came with Extended Warranty from Whole Latte Love. What Does This Cover?

If offered on a product, a Whole Latte Love Extended Warranty extends the coverage provided by the Manufacturer’s Warranty by the timeframe indicated.

How Much Does My Warranty Cost?

If the problem is found to be eligible for warranty service by a technician, the cost of any parts and labor will be covered by Whole Latte Love.

For warranty repairs shipped to addresses in the Contiguous United States, the warranty fulfillment will be a flat-rate charge. You are responsible for any costs to ship the product in for service. Warranty fulfillment charges are below:

  • Semi-Automatic: $29
  • Super-Automatic: $39
  • Prosumer: $49
  • Grinder: $25
  • Warranty Part Shipping: $5.95

For Products Serviced by Whole Latte Love, What is Covered by My Product’s Warranty?

Failures due to a manufacturer’s defect(s) in the the product as confirmed by our technicians.

Other Mechanical, Electrical, or Hydraulic issues found eligible for warranty service by our technicians.

The cost of all labor performed by the technician servicing an eligible warranty issue.

Products Not Serviced by Whole Latte Love, What is Covered by My Product's Warranty?

The extent of third party warranty coverage will vary based on the service provider and the stipulations of any additional warranty coverage that is purchased.

Warranty service provided by a third party may incur additional costs including those relating to travel time, parts replacement, or additional labor. The payment of any such charges is the sole responsibility of the customer.

For Products Serviced by Whole Latte Love, What Is Not Covered by My Product’s Warranty?

  • User Error
  • Improper maintenance or storage
  • The cost of all labor performed by the technician servicing an ineligible warranty issue.
  • Scale Accumulation in Water Circuit
  • Improper Use (ex. Homeline equipment in any commercial environment)
  • Failure of Normal Wear and Tear parts (ex. group gaskets, shower screens, other maintenance items or processes as indicated by the manufacturer)
  • Damage or Wear due to negligence
  • Damage sustained in transit
  • Damage stemming from one or more of the above conditions
  • Packing materials

What Happens if My Problem is Deemed Ineligible for Warranty Service?

For problems identified as ineligible for warranty service by a technician, the repair will be completed as a non-warranty service.

Repair of ineligible problems will be handled on an estimate-basis.

What if My Machine is Damaged in Shipping?

If your machine arrives damaged, a notification of the product being received damaged will be sent. The party shipping the damaged product is solely responsible for contacting the parcel carrier and opening a Freight Damage Claim on the shipment.

If your product was shipped using the US Postal Service and it was received damaged, there will be a $45 Damage Processing and Handling fee to cover the time and labor associated with transporting the parcel to the Post Office and completing the necessary claims paperwork. We prefer that you send all items UPS or FedEx, insured for the full value of the machine or item in transit.

If requested, a technician will create a create an estimate (consisting of parts and/or labor necessary) to repair the damage sustained in transit.

If the symptom reported is found ineligible for Warranty Service, see What Happens if My Problem is Deemed Ineligible for Warranty Service?

What if Additional or Potential Problems are Found With My Machine?

It is possible that additional problems not identified in the initial diagnosis may be found while completing the machine’s warranty service. If this occurs and the problems are found to be ineligible for warranty service, we will produce and send an estimate for your review, recommending the parts and/or labor necessary to address the issue.

My Machine Is Located Outside Of The United States

Whole Latte Love cannot offer warranty service on products located outside of the United States.

Can I get a discount on standard maintenance done when my machine is being serviced?

See our section on Preventative Maintenance Packages.

Questions about Non-Warranty Service

We handle all repairs for products outside of their warranty on an estimate basis. For these repairs, the costs will be determined based on the needs of the individual machine by our team of technicians. You will be responsible for the cost of any parts and labor necessary to complete the repair and shipping costs to return it to you.

How Much Will My Repair Cost?

Once your machine reaches the repair bench, the cost of any parts and/or labor needed to complete its non-warranty repair is assembled into an estimate by one of our repair technicians. Labor is billed at $100/hour with a minimum depending on the type of machine, and 15 minute increments billed after that. Minimum labor amounts shown below:

  • 1 hour for Semi-Automatic machines
  • 1 hour for Grinders
  • 1 1/2 hours for Super-Automatic machines
  • 2 1/2 hours for Prosumer machines

All non-warranty repairs will have a non-refundable diagnostic fee applied. This fee will be waived should you opt to complete service.

Note: It is possible that additional problems not identified in the initial estimate may be found while completing the service suggested. If this occurs, we will send a revised estimate for your approval.

How Much Will Return Shipping Cost?

The final cost of shipping your machine back to you is dependent on its weight at the time of shipment and its destination address. As such, this cost will be calculated once the estimate has been approved and the work completed.

What is the Diagnostic Service, and How Much Does It Cost?

Our diagnostic service includes thoroughly testing your machine to identify the root cause of any problems it may be displaying. Diagnostic Service is billed at a flat-rate of $45 and is non-refundable.

If you opt to complete the repair as quoted, this diagnostic fee will be waived.

How Much Time Do I have to Review My Repair’s Estimate?

You will have ten (10) business days to review your estimate from the time it is first sent to you.

If we do not receive any response after ten (10) business days, the repair estimate will be automatically declined. You will be billed for the non-refundable diagnostic fee, the shipping cost, and the machine will then be returned to you as it was received.

What if I Have Questions About My Estimate or Want to Approve or Decline It?

Simply reply to the estimate notice by email and state your desired action. Let us know how you wish to proceed and we’ll process your request.

What if I Have Questions About My Estimate?

During the review period, you’re welcome to discuss the repair estimate with a member of our Technical Support department. Please note that our technicians have recommended the service quoted in the estimated based on their knowledge of the product and will recommend preventative maintenance measures if they feel it is necessary.

Yes, I Approve The Estimate!

You will be billed the cost of parts and labor quoted in the estimate you’ve approved, as well as the cost of shipping the completed repair to you.

I Don’t Want To Complete The Repair. Send It Back!

If you wish to decline the estimate and want the machine returned, you will be billed for the non-refundable diagnostic fee and the cost of shipping the machine back to you.

I Don’t Want The Machine Anymore. Get Rid of It!

If you wish to decline the estimate and do not want the machine returned, you will be billed for the non-refundable diagnostic fee and the cost of disposing of the machine.

I Approved The Estimate, But Just Received Another?

The cost of shipping the completed repair to you is calculated after the repair is completed in order to acquire the best estimate possible.

Can I get a discount on standard maintenance done when my machine is being serviced?

See our section on Preventative Maintenance Packages.

Repair Guarantee

Whole Latte Love, we stand by the quality of our work. All completed repairs include our 30-Day Repair Guarantee; If within 30 days of its delivery to you the machine experiences the same problem as was originally reported to us, our technicians will work with you to identify the problem and correct it.

Shipping My Repair

It is your responsibility to properly package and ship any merchandise sent to Whole Latte Love for repair. Any damage sustained by your machine while in transit will incur higher repair fees. Here is a video with some packing tips: Customer Service: Return & Exchange

My machine was sent back to me in a different box than the one I shipped it in!

All machines are sent back in UPS-approved new packaging material. We do not keep the boxes that machines are in when shipped to our repair center.

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