Use the machine’s exact on-screen message and model instructions to decide the next step. This guide helps you collect useful information and find approved user-care guidance.
If the machine appears unsafe
Stop using equipment with a suspected electrical fault, burning smell, overheating or a leak near electrical parts. Keep people away and seek appropriate professional help. Do not open the casing, bypass a safety control or repeatedly restart faulty equipment.
For a routine message
Identify the make and model, record the message exactly and find its current manual. Only carry out user tasks that the instructions permit. Cleaning products, doses and procedures must match that model; a similar machine’s instructions are not a substitute.
Taste or milk-quality concerns
Record which drink is affected, when the change started and the ingredients in use. Check the applicable product label and manufacturer cleaning guidance. Do not assume every machine has a removable brew unit or that a generic descaling procedure is suitable.
Prepare a useful service enquiry
Include the model, site postcode, symptoms and any visible error code. Add a serial number or asset reference if available, without opening the machine. Explain whether the equipment is out of use and whether other machines are affected.
What happens next
The team can review the enquiry and confirm the appropriate support route. A submitted request does not confirm a callout, repair, arrival time or parts availability.
