Maintenance Policy and Guide

Maintenance and Replacement Machine Policies

  1. The maintenance request ticket is raised through the channels used by the company:
  1. The maintenance and technical support team communicates with the number registered in the ticket to determine the malfunction, clarify the problem, and set an appointment for the technician's visit to examine the machine with an explanation of the estimated cost of the visit. If repair is not possible, it is recommended to transfer the machine to our maintenance center according to the attached transport requirements manual. The technical notes on the customer's site are clarified in the technical report of the visit.
  2. The customer (user) must commit to finalizing the technical notes on his site (if any) and according to the recommendations sent by the maintenance team (see Machines Installation Policy and Guide).
  3. If the customer wishes to send his machine to the maintenance center after completing the technical requirements and shipping requirements, the financial team will contact him to receive a payment under the account (p. 7).
  4. For our customers not to be disrupted when the machine is sent to the maintenance center, the company has provided a replacement for the customer’s machine during the maintenance period only (according to availability) exclusively for our customers. They can be requested in coordination with the maintenance team in advance if there are no technical notes on the site.
  5. The replacement machine must be used in the agreed-upon location, if it is used outside the specified location, a fine of 1000 SAR will be incurred.
  6. After confirming the downpayment for the maintenance of the customer’s machine at the maintenance center, the shipping team contacts the customer and makes sure that the shipping requirements are completed, then sets the shipping date and sends the bill of lading to the customer, where the customer prints it and delivers the machine to the shipping representative according to the requirements. If there is a request for a replacement machine This will be coordinated according to the machine availability at the time with upfront fees shown in the replacement machine fees below. Upon the arrival of the replacement machine at the customer's site, coordination with the maintenance team is required for the swap.
  7. Pictures of the machine are sent upon receipt and during maintenance to keep the customer fully aware of the machine and its condition.
  8. When the machine is inspected at the center, the customer will be informed of the estimated cost of maintenance if this cost exceeds the initial payment. If the customer refuses the maintenance, the cost of the inspection and shipping will be deducted from the initial payment, the machine will be returned, and the remaining amount will be refunded. If the customer has a replacement machine and does not respond within two working days, a daily rental fee for the replacement machine will be charged according to the rented model (p 7).
  9. After the required maintenance is performed at the center, an invoice will be sent to the customer to complete the payment of the remaining amount of the initial payment (if any). If there is a surplus in the amount paid, it will be returned to the customer within 14 days from the date of the machine's receipt. If the payment is not made by the customer within two working days, a daily rental fee for the replacement machine will be charged according to the rented model (p 7).
  10. After the payment, coordination for shipping the machine to the customer's location will be made with the shipping team. If there is a replacement machine, coordination for the swap will occur after the customer's machine arrives at the location. If shipping does not occur within a day from the notification, a daily rental fee for the replacement machine will be charged according to the rented model (p 7).
  11. If there are any notes found when examining the replacement machine at the maintenance center, the customer will bear the costs of repairing it.

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Payments and rent for replacement machines

Downpayment prices:

  1. Verona RS = 5000 SAR
  2. F18 = 5000 SAR
  3. F18 SB = 4000 SAR
  4. Café Racer = 6000 SAR
  5. Opera = 9000 SAR
  6. YOU = 2000 SAR
  7. Cube = 1000 SAR
  8. Treviso = 1000 SAR
  9. Zoe & Zoe Competition = 3000 SAR
  10. Modbar Unit = 4000 SAR
  11. Bunn = 1000 SAR
  12. Other Espresso Machines = 6000 SAR
  13. Grinders = 1000 SAR
  14. Perfect Moose = 1000 SAR

Replacement machine upfront fees 

1150 SAR

Rental prices for replacement machines

  1. Zoe rental = 230 SAR per day
  2. F18 rental = 403 SAR per day
  3. Opera rental = 575 SAR per day
  4. Sanremo grinder rental = 58 SAR per day
  5. Verona RS rental = 345 SAR per day
  6. Café Racer rental = 460 SAR per day

Inspection in the Maintenance Center Fee

575 SAR

 

* All prices in this policy includes VAT