1st-Line Equipment

There is no record of this reviewer being a customer.

Thank you for your feedback. WHEN THE EQUIPMENT IS PURCHASED THROUGH 1ST-LINE: During the warranty period, support is provided to customer's purchases via email or phone (based on the issue). In some cases, the machine would need to be shipped in. When the warranty has expired, limited support is only provided via the Q&A on our web site, and sometimes via email at our discretion. These are for simple solutions, which can include, but is not limited to, referring to a professional or sending in the machine to us for a paid repair. For multi-level or complicated issues, the machine has to be serviced by a professional. Please understand the purchase price of the machine does not allow unlimited lifetime support, as you seem to desire in your review, on diagnosing and repairing equipment. If we did this, we would be out of business as parts purchases alone do not support the cost of technicians. Hence, we have limited alternatives once the warranty period expires. A high majority of customers have no issue with our efficient process. FOR MACHINES PURCHASED ELSEWHERE: The equipment owner needs to go back to the selling dealer for support and service or search. They earned your business, and they should support you as a customer. As we witness every day with many email and phone requests for free support from non-customers, we have realized that there are a lot of equipment owners who experience poor or no support after their purchase from other businesses. Interesting is some of those sellers refer their customers to us, and we get the blame when they should get the blame. Unfortunately, since there is a finite amount of tech support persons in our industry, servicing those who did not purchase from us would impact our service levels to our own equipment customers under warranty. Hence, we admit we are not the support center for all the other dealers who just sell machines and forget about their customers, AND we reserve the right of refusal of any service to non-customers just as the customer had the right to choose which vendor the customer purchased equipment from. Keyboard Warrior originally wrote: Purchased a micro care a leva machine. Worked great for about 600 cups. Then died. The issue is 1st line will not assist in diagnosing the problem or referring any way to fix. So a lot of money for a short lived machine. It is pretty though.

No, as we explain over the phone and on our hotline, we have specific procedures on tech support for machines out of warranty or not purchased from us. Unfortunately, we can not provide free technical support to the entire world as our technicians are paid on billable time. You do have the option to send your equipment in for repair for a fee. Lastly. we do not see any purchases from us under this name. Have a nice day.