Machine down?
Emergency coffee machine callouts
When a machine goes down mid-service, every minute costs you covers and reputation. Here's exactly what to do, and what happens next.
- Contract and non-contract customers
- Out-of-hours on-call engineer
- Espresso machines & grinders
Get help now
Need help right now?
Three ways to reach us. Calling is always quickest when a machine is down.
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Fastest
Call us
Call 01279 452110For anything urgent, call. Have your site address, the machine make and model and a quick description of the fault ready.
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Non-urgent
Email us
Email the teamRaise a job or send full details, photos and error codes. Best for faults that aren't stopping service.
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Evenings & weekends
Out of hours
Call 01279 452110Outside office hours, calls to the same number divert to our engineer on call. Please keep this for genuine emergencies.
On site
What our engineers do on site
Getting you serving again is the priority. Our engineers are trained to find the common faults quickly, such as blocked group heads, worn seals and scale damage, and fix what can be fixed there and then.
Where a part needs ordering, we'll tell you straight rather than leave you guessing. And before we leave, we check that nothing else is about to go wrong.
- Diagnose the fault on site
- Fix what can be fixed on the spot
- Test and calibrate before we leave
- Tell you honestly if a part needs ordering
Not on a plan?
We still come out
We carry out emergency callouts for non-contract customers too. A callout fee applies, and customers on a service plan are prioritised.
If breakdowns keep costing you trade, a service plan puts you at the front of the queue and catches faults before they stop service.
FAQs
Emergency callout FAQs
Can't see your question? Call 01279 452110 or email support@modernstandardservice.com.
Contact the teamWill you come out if we're not on a service plan?
Yes. We carry out emergency callouts for customers without a contract. A callout fee applies, and customers on a service plan are prioritised.
How quickly can an engineer get to us?
Customers on a Silver or Gold plan get a 24-hour callout response, seven days a week. Bronze customers get a 48-hour response, Monday to Friday. For sites without a plan, we'll give you our earliest availability when you call.
What should I have ready when I call?
Your site address, the make and model of your machine and a short description of what's happening. It helps the engineer arrive with the right parts.
What happens outside office hours?
Outside office hours, calls divert to our engineer on call for genuine emergencies. If your business needs guaranteed evening or weekend cover, we can build it into your service agreement at an additional charge.
What if the machine needs a part the engineer doesn't carry?
We'll tell you straight away and order it. Where the fault needs workshop attention, the machine comes back to our workshop and is pressure-tested before it returns to site.