Support
After-Sales Service System
Standard support, technical guidance, documentation, spare parts supply, warranty service, and value-added after-sales solutions for ENGINE coffee equipment customers and partners.
Standard After-Sales Support
Basic Coverage – Available to All Customers
Technical Support
Online Technical Support: Available via WeChat, WhatsApp, email, or video conference, with responses to customer inquiries within 8 working hours.
Remote Video Diagnosis: For equipment malfunctions, our service engineers can schedule real-time video calls to guide you through troubleshooting.
Documentation Support
Product Manual (Printed + Digital): Includes detailed operating procedures and safety precautions.
Quick Start Guide (One-Page Summary): A condensed version for end-users to get started quickly.
Equipment Maintenance Handbook: Covers cleaning procedures, replacement schedules for wear-and-tear parts, and a fault code reference table.
Exploded View / Parts Breakdown Diagram: Helps customers identify and order replacement components with ease.
Video Tutorial Library
- Unboxing & Installation Video
- Daily Operation Demonstration
- Cleaning & Maintenance Video
- Common Fault Troubleshooting Videos (e.g., unit fails to start, inconsistent tamping pressure, abnormal noise, etc.)
Spare Parts Supply
- Rapid supply of genuine spare parts (tamping plates, grinding burrs, seals, circuit boards, etc.).
- A recommended spare parts list can be provided in advance, allowing customers to stock critical consumables and minimize downtime.
Warranty Service
Standard Warranty Period: 1-year comprehensive warranty on the entire machine (excluding wear-and-tear parts such as tamping plates, grinding burrs, and other normal-wear components).
Warranty Coverage: Defects caused by manufacturing or material issues are repaired or replaced free of charge.
Warranty Claim Process:
- Contact our after-sales team.
- Provide a description of the fault, product model, and serial number.
- Our service team diagnoses the issue.
- Repair or replacement is arranged accordingly.
Value-Added After-Sales Services
Differentiation for Our “Small-but-Agile” Advantage
1. Customized Technical Training
- On-site or remote operational training for bulk-purchase customers.
- Training content covers: standardized operating procedures, daily maintenance essentials, and rapid troubleshooting of common issues.
2. Equipment Inspection & Check-Up Service
- Regular performance reviews for VIP customers, proactively identifying potential issues.
- Reminders for wear-and-tear part replacement schedules to prevent unexpected downtime.
3. OEM/ODM Dedicated After-Sales Solutions
For OEM/ODM partners, we offer customized service support, including:
- A tailored spare parts recommendation list and pre-shipped consumable kits.
- Design source files for printable service manuals and warranty cards.
- Option to establish a dedicated after-sales contact channel upon request.
4. Remote Firmware Upgrades (For Smart-Enabled Products)
For products equipped with smart control systems, remote software upgrades are available to optimize performance.
After-Sales Response Standards
Our Commitment to Customers
| Service Type | Response Timeline |
|---|---|
| Online Chat Support | Response within 4 hours (working hours) |
| Email / Message Inquiry | Reply within 1 working day |
| Technical Issue Diagnosis | Remote diagnosis completed within 2 working days |
| Spare Parts Shipment | Dispatched within 2-3 working days after order confirmation |
| Repair Service (Unit Return) | Repaired and returned within 5-7 working days of receipt |
Information for Customers
How to Reach Us
- After-Sales Hotline: +86 512 66062669
- After-Sales Email: info@engine-coffee.com
- WeChat / WhatsApp: +86 13776063240
- Working Hours: Monday to Friday, 08:30 – 17:30 (Beijing Time)
What to Prepare When Contacting Support
Please have the following information ready:
- Product Model (e.g., AT10, GE83, etc.)
- Purchase Date / Order Number
- Serial Number (if available)
- Detailed description of the fault (photos or short videos are highly recommended for faster diagnosis)
Video Guides
Explore our video guides for coffee machine operation, maintenance, and technical support.
