Equipment Related
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Where can I find information on how to maintain my equipment?
You can find user manualsor how-to guides and videos for your equipment in the training section of our site.
How can I request maintenance on my equipment or report a brewer or machine that’s not working?
You can schedule an appointment by filling out our Equipment Service Request Form or by calling 1-844-263-5403.
How frequently do I need to change my water filters and where can I purchase them?
The “Frequency of Change” (FOC) for water filtration depends on two factors: the water quality and the volume of coffee being brewed. In general, manufacturers recommend changing water filters every 6 months or earlier depending upon the water usage and quality. Water filters can be purchased from our product catalogue.
How can I determine the quality of my water?
Water test strips can help you determine the quality of your water. If you do not want to use test strips, we can have a technician come to your location to assist. For more information, contact our Equipment Service Team at 1-844-263-5403.
How do I order equipment (Blender, Brewer, Espresso machine, etc.)?
Reach out to our team to learn more about ordering equipment. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or you can use our Contact Us form.
Where can I order spare parts for my equipment?
Reach out to our team to learn more about ordering equipment. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or you can use our Contact Us form.
I prefer to brew a single cup of coffee instead of a full pot. What does Solutions Lab offer?
Please click here to learn more about our Serenade Single-Cup Brew
How quickly can I expect a response to my service request?
A service provider will contact you within 2 hours, 24/7.
Can I edit or cancel my service request after submission?
Depending on the status of your request. A ‘Cancel’ action button will be available if the request is not yet in preparation. To cancel accounts in preparation please call (844) 263-5403.
How can I check the status of my equipment service request?
For work orders submitted through the Customer Portal, click the Equipment Service Request page to view status of past work orders. Work orders marked "unavailable" cannot be tracked through the portal; please call (844) 263-5403 for information.
What happens after I submit a service request?
The service provider will review your request and contact you within 2 hours to provide confirmation and schedule a service visit or offer remote assistance based on the nature of the issue.
Can I request service for multiple pieces of equipment in one submission?
No, you will need to make separate requests for each piece of equipment.
How do I contact support for urgent service requests?
For immediate service, or to troubleshoot your issue over the phone, call (844) 263-5403.