Platinum Protection Program Details
Service Costs, Troubleshooting & Dispatching Managed by Manufacturer
Rancilio Group North America will dispatch the best service provider in your area; we monitor the work that they preform. When possible, we limit the number service trips to your location by troubleshooting with your site prior to dispatching service. This ensures that service providers don’t charge you for unnecessary service trips and that they have the parts available to perform the PM or fix any problems. In addition, service providers are required to call from site to give details of the work performed. All case information is recorded and, upon request, Rancilio Group NA can run a case history report for all your locations.
By monitoring the work being performed we can also help control service costs. We pay the service company and you pay us. There are no hidden fees all administrative fees are included in your yearly membership fee.
Tracked and Scheduled Preventative Maintenance Visits
We will track, schedule and dispatch all PM visits for your equipment. Records of the machine’s performance are recorded during the PM visit to ensure that they are running at their top performance. After the preventative maintenance work is finished our in-house technicians will conduct a follow-up call with your location to ensure everything is satisfactory.
24/7 Technical Support Number
Our factory trained technicians are always just a phone call away. In many cases they can diagnosis an issue and walk the on-site operator through steps to get the machine running until a service provider can perform a repair.
Guaranteed Discount on Parts
As a Platinum Protection Program member you are eligible for 15% off all spare parts. Because Rancilio Group North America is billing you for the service performed and the parts used, we can guarantee that you will receive a discount on any parts that used during PM or repairs.
Tracked and Scheduled Water Filter Replacement*
Hard water is very bad for espresso equipment. We will record the water hardness at install. Based on this figure we record the estimated time needed before the dedicated water filter needs to be changed and monitor it in our service tracking software. The machine is also set to alert the user to change the filter, based on time and usage.
Yearly membership fee
By enrolling in the program you will be charged $250 per machine per year. This is the only administrative fee you will ever be charged. The first year of administrative fees are included in the purchase of your equipment.
*We will make every effort to keep the water going into your espresso machine within the appropriate range of 2-4 GPG. However, ultimately it is your responsibility to maintain the water going into the machine. The machine is equipment with a time and volume based alert that will provide a pop-up alert to change the water filter should it need to be changed prior to the scheduled change-out. If this message should appear it your responsibility to call our offices and inform us of this alert.