Coffee Maker claim handling processUpdated 4 months ago

To accurately assess each issue and provide effective customer support, the following steps and guidelines should be followed for the Coffee Maker.

Determine the issue type

Assess whether the problem is related to a magnetic float malfunction (this would include the unit shutting down during brewing, the heating plate not turning on, or any light issues or stop and start issues, such as the machine not stopping when the brewing is done) or any sort of visual defect, or other issue. 

Collect the necessary details

MAGNETIC FLOAT ISSUE

• Start with magnetic float troubleshooting
• Collect the serial number of the machine
• Collect the video showing the problem

VISUAL ISSUES

• Collect the serial number
• Collect a photo showing the issue

OTHER ISSUES

• Collect the serial number
• Collect a photo or video showing the issue

Deliver troubleshooting support (if possible)

Based on the information provided by the customer, refer to the guidelines in the “Troubleshooting: Claims Guide" to identify the issue the machine is presenting. Offer the appropriate troubleshooting steps, additional checks or spare parts when applicable. If the issue is resolved through troubleshooting without requiring any additional expenses, claim registration is not necessary.

If the issue cannot be resolved through troubleshooting, proceed directly to the next step.

Replace the machine and register the claim

If troubleshooting is ineffective or not applicable, the unit should be replaced. 

Submit a credit request using the appropriate claim code and include all required details, such as the serial number.