SUPPORT

After-sales SupportIn order to maintain machines in the best condition, we offer after-sales support after installation.

: Available 24 h / 7 d.

"I want to prevent breakdowns!" "I want to keep my machine in a good condition longer!" We make every effort to meet our customers’ demands. Equipment installation / Operation guidance / Sanitation guidance / Annual Maintenance (preventative maintenance, water filter cartridge replacement, machine adjustment, repair) / Equipment removal (Industrial waste processing) / Sales of cleaning agents / Sales of water filters

: We will visit anywhere in Japan for after-sales support

With service centers in 9 locations (Sapporo, Sendai, Northern and Central Tokyo, Nagoya, Osaka, Okayama, Hiroshima, Fukuoka), and our network of business partners at approximately 100 service locations, we offer full support, from installation, maintenance to repair, anywhere nationwide.

: Our technicians have great experience and skills

We have appox. 400 skilled technicians who can handle about 750 items of coffee machines from various manufacturers and we support customers with a perfect system.In addition, Lucky Coffee Machine holds 'Technical competition' every year to improve skills of technicians.

: Control center that centrally manages service schedule of technicians and enables quick response

At Control Center, we schedule service visits efficiently based on 'location information', 'technical skill', 'parts inventory', 'customer information' and 'service call'. We assign service tickets for technicians (about 400 people) from all over the country and manage schedule of each technician. After introducing this system, the productivity of engineers has improved by 120%. We are now able to respond quickly to urgent requests. In addition to regular after-sales support, we are striving to provide more values such as increasing customer satisfaction and reducing stress.

Procedure for service visit: Customer contacts call Center for service request; Call Center receives service calls; Control Center selects the optimal technician; Service Center executes service visits, preventative maintenance, machine installation/removal; Administration center sends a bill to customers for service

Features of 'Maintenance contract'For extended support, you can select payment terms and rate plans according to your needs.
Features of 'Machine with 5-year warranty'Since the machine price includes a 5-year warranty, it is easy to make a lease contract (*). Monthly installments will be also available. Thus, cost management in store operation can be simplified.
* Depending on the leasing company, you may not be able to make a contract.

	5-year Maintenance Contract
Payment terms	'yearly installments' or 'lump sum payment' *Either can be selected
Price plans	You can choose from 3 plans, 'economy', 'recommended', and 'extensive' according to your needs. * Plan settings differ depending on the model
Documents	to be issued Contract (concluded with contractor)
Cancellation conditions	Cancellation during the contracted period is available

	Machine with 5-year warranty
Payment terms	'lump sum payment' only *Fee will be included in the machine price
Price plan	'recommended' plan will be automatically selected. *'Extensive' plan will be applied for BM-LCD1
Documents	to be issued Warranty (for machine)
Cancellation conditions	Cancellation during the contracted period is not available

To maintain machine in a good condition

In order to provide coffee in consistent quality, we replace water filter once a year and perform preventative maintenance regularly.
To prevent breakdowns and troubles

In order to avoid loss of business chance during business hours due to machine troubles, we check up machines closely.
To save expenses

Expensive repairs and replacement of consumable parts will be free of charge if it meets the conditions. You can save unexpected expenses.