TECHNICAL SUPPORT SERVICE
Do you have a technical issue?
At INCAPTO, we are here to help you with any issues you may have with your coffee maker. We want to remind you that your coffee maker comes with a two-year factory warranty if purchased before 31/12/2021, and a three-year warranty if purchased after this date. The warranty applies from the date of purchase of the coffee maker.
If you encounter any problems with your coffee maker, you can get in touch with us through Whatsapp at +34 651 88 86 77 and we will explain the steps to resolve your issue.
What steps should I follow?
1. Get in touch with us to report your issue*. You can do it by writing to us on Whatsapp at +34 651 88 86 77.
2. Once we receive the issue report, we will define the type of problem and try to resolve it initially with one of our team members who is an expert in handling incidents. It is essential that all reported incidents are accompanied by images or videos of the specific malfunction to facilitate its resolution.
3. If it’s not possible to resolve your issue remotely, our customer service staff will guide you on how to proceed.
What does the factory warranty cover?
For INCAPTO machines, the following manufacturing warranty is offered with the following terms and conditions:
– Three years of factory warranty (machines purchased from January 1, 2022).
– Two years of factory warranty (machines purchased until December 31, 2021).
1. The manufacturing warranty will only be covered for machines purchased on our website or from an Incapto Coffee authorized retailer.
2. Damages occurring within the warranty period will be addressed (see exclusions below).
3. Incapto will choose between repair, replacement of parts, or replacement of the entire machine for warranty provision. The warranty services do not extend or restart the warranty period. The replaced parts will become the property of Incapto.
The right to warranty provision is waived in the following cases:
– Damages or defects caused by non-regulatory connections, improper handling or transportation, repairs or modifications made by unauthorized individuals, as well as non-compliance with usage instructions and/or failure to follow the service or maintenance instructions stated in the user manual.
– If the coffee group is removed from the machine when it is not in the resting position (vertical).
– Parts that experience wear and tear due to use (such as gaskets, grinding discs, and valves).
– Damages caused by foreign objects in the grinding mechanism (stones, pieces of wood, staples, liquids, etc.).
– Damages caused to the grinding mechanism by the use of roasted or ground coffee, or any other type of coffee that is not natural roast whole beans.
– Wear of aesthetic parts (such as coffee dispenser, milk frothing wand, trays, housing, hopper lid, water tank, etc.).
4. The purchase invoice with the date of purchase and the machine type serves as a warranty certificate.
5. If the purchase is made on behalf of a company or legal entity, or if the machine is not intended for domestic use, the manufacturing warranty will be for 12 months.
6. The warranty services extend to Spain and Portugal.
7. The application of the warranty is subject to prior consultation with the telephone assistance line, WhatsApp, or email.
8. Incapto does not sell spare parts or components for machine repairs. Aesthetic spare parts can be purchased through Incapto or an Incapto authorized Technical Service.
What is the cost of the repairs?
1. Repairs covered under the factory warranty.
If the repair is covered under the factory warranty, there is no cost. In case the coffee maker arrives dirty at our technical service, a cleaning fee of 12 euros will be charged. Machines without the original box will not be accepted.* If you don’t have the original box, we have a special box available for purchase at 10€, and you must send the coffee maker to our technical service using this box.
2. Repairs outside the factory warranty
Repair cost for subscribers: 50€
Repair cost for non-subscribers: 75€
These costs cover any type of repair for the machine. It is a flat rate that includes labor, transportation, and parts.
*If the coffee maker is sent to the technical service with a box that is not the original, and the device experiences any issue during transportation, Incapto Coffee is not responsible for that repair.
