1. Pronto Coffee – Completing Repairs
Page 1 Printed Thursday, May 22, 2014
Overview
Repairs on coffee machines may be undertaken:
1. Under warranty requiring the payment and warranty details to be provided by the customer;
or
2. As a service requiring payment of shipping and repair charges for labor and materials by the
customer.
Customer Contact
A customer may contact Pronto Coffee via phone or email, and occasionally on site.
When a customer contacts Pronto Coffee request as much specific detail regarding the issues as
possible then either:
 Suggest a solution;
 Make notes and consult with other staff or repair documents for a solution to give the
customer; or
 Request the item be returned for inspection and repair.
If the contact is made via email the email should be transferred from the Inbox into the ‘Repairs’
folder until successful resolution of the problem.
Upon completion the email should be transferred to the ‘Repairs – Completed’ folder
Checking In
When items are returned for repair they should be ‘Checked In’. This is done via:
1. Marking or noting the package with the damaged item with the customer name and contact
details if not already done;
2. Opening the packaging and inspecting for warranty or payment details and notes on the
problem (unless already done via email);
3. Verifying that all parts required to operate or assemble the item are present, and noting
those not present; and
4. Moving the item to either a repairs area (if they are to be done immediately) or the location
for deferred repairs (if they are to be completed at a later time).

2. Pronto Coffee – Completing Repairs
Page 2 Printed Thursday, May 22, 2014
Completing Repairs
Repairs should be completed in a timely manner unless replacement parts or technical issues
prevent this. The repair process is:
1. Complete a customer repair history form (included as a template in this document)
2. Consult with other staff or the repair training materials to complete the repair;
3. If the repair is complex or difficult to pinpoint set a pathway (listing) from simplest or most
likely fault and follow this until the issue is resolved;
4. Prepare a video of the problem or notes and remit to China for advice from the Pronto
manufacturers;
5. Upon completion test the repaired item to ensure the fault has been resolved and product
can be returned.
6. Ask if shipping monies are required for the return, if so await payment; and
7. Upon advice that shipping can be undertaken pack the item (minus missing parts unless
agreed/paid for) and ship to the customer.
Completing the ‘Customer Repair History Form’
The customer Repair History form should be completed as follows:
1. Enter the ‘Date Returned’
2. Complete the ‘Customer Details’ section; note the Serial Number is optional however
advisable for faulty item tracking and other replacement/repair history issues;
3. Provide as much information as known about the initial fault;
4. Detail the repairs undertaken and date work was completed, or
a. List individual repairs and date completed;
b. Note any correspondence to customer, China or otherwise and date undertaken;
c. Complete a listing of steps (checklist) to test and repair a complex issue;
d. Note the final resolution (or reason for item being discarded) upon completion of
the repair process.
5. When the item is ready for return note the customer contact details re date, shipping costs
and packing (if parts not included); and / or
a. Note customer hours/parts should the repair not be under warranty for charging
purposes; and
b. Where a replacement has been issued note the replacement serial number (if it is a
machine) for warranty purposes
6. File the paperwork for future reference.

3. Pronto Coffee – Completing Repairs
Page 3 Printed Thursday, May 22, 2014
CUSTOMER REPAIR HISTORY FORM
Customer Details Date Returned:
Customer Name: Customer Phone:
Customer Address: Customer email:
Product Name:
Product Serial Number:
Fault Description:
Repair(s)
Customer Return: