La Specialista line top call driver resolution steps
Call Driver Descaling issue |
|---|
Customer Contact Reason The customer's unit is stuck in the descaling cycle. |
Resolution steps for the call driver Step 1. Ensure the Dial is not broken. Step 2. Check if the sensor is in the Water Tank. Step 3. Asking probing questions to determine what was done. (Note: The unit may need a full tank of water to complete the descaling process). Step 4. Ensure to fill the water above the max line. |
Call Driver Burr Grinder |
|---|
Customer Contact Reason #1 The unit is not Grinding coffee at all, or the Coffee Ground comes out very coarse. |
Resolution steps for the call driver Step 1. Check the Burr Grinder if it's installed correctly. Step 2. The Burr grinder may need Proper cleaning. |
YouTube video |
Customer Contact Reason #2 The Unit is not producing enough coffee grounds. |
Resolution steps for the call driver Step 1. Check the current settings on the unit and make adjustments if needed. Step 2. Adjust the grind from 1st to 2nd range through the settings menu Step 3. Use the Advanced adjustment found in Stonly |
YouTube video |
Call Driver Error light |
|---|
Customer Contact Reason Error light will not go away. |
Resolution steps for the call driver Step 1. Do a TechSee session to see what error light is on. Step 2. Refer to the manual Or Stonly. |
YouTube video |
Call Driver Pressure Gauge |
|---|
Customer Contact Reason Pressure gauge is not moving or not getting optimal pressure. |
Resolution steps for the call driver Step 1. Ensure that the drink dial is on espresso. Step 2. Adjust the grind setting to a lower number to create more pressure (No Lower than 3). Step 3. Ensure the coffee grounds are at the optimal line in the portafilter. Step 4. If it's an Arte, ensure the tamping is done correctly. Step 5. A good Starting point for the Setting is 4 for the grind setting and The Dose setting at 20 sec for Arte or 12 pm for la Specialista and 16 for a Maestro's. |
YouTube video |
Call Driver Cleaning and Maintenance |
|---|
Customer Contact Reason The Frother is working correctly // The Portafilter not flowing or Blocked |
Resolution steps for the call driver Step 1. The frother needs proper cleaning. |
Call Driver Priming after Bates repair |
|---|
Customer Contact Reason The customer is claiming the unit just came in from repairs and is not brewing. |
Resolution steps for the call driver Step 1. Check which error light is on. Step 2. If there is a teacup light on, have the customer rinse the unit. This should fix that problem. Step 3. Some units require you to turn the Steam knob. |
Call Driver: Water tank sensor |
|---|
Customer Contact Reason The customer's unit is stuck in the descaling cycle or The water tank light will not go off |
Resolution steps for the call driver Step 1. Ensure the water tank is not damaged or missing the water tank sensor. Step 2. Ensure the water tank is installed correctly. |
Call Driver: Cleaning lights on |
|---|
Customer Contact Reason The customer claims the cleaning light is on. |
Resolution steps for the call driver Step 1. Clean the showerhead Step 2. Advise the customer that they can purchase an Espresso Machine Cleaning Tablets from the Delonghi Website or Amazon. |
YouTube video |
Call Driver: Dosage and Coffee ground not set correctly |
|---|
General Probing Questions What is your current dosage and grind setting? Have you tried adjusting the dial while the unit is grinding from its current setting to a lower or higher number? Have you tried adjusting the dosage dial? |
Resolution steps for the call driver 1. Have the customer adjust the grind setting from low to high or high to low while grinding. 2. Next, have the customer grind. 3. Do not adjust the dosage dial until you have made adjustments to the grind settings. The unit will automatically adjust the grinding time 4. Once the proper grind setting has been set. You may need to adjust the dosage dial. |
Reasons when NOT to send to repair center Do not send it to repair if the unit does not grind enough, it may be old. If the unit is older and used heavily, the internal grinder may be worn out. Try turning the knob to the extra grind setting if needed. The instructions are in the DLS. For the Arte the instructions are different. |
Call Driver: Unit stuck in descale mode |
|---|
General Probing Questions What steps did you take to descale the unit? Did you fill the tank to the proper levels for each cycle? |
Resolution steps for the call driver 1. Review the steps with the customer and send the video on how to descale their unit. 2. Check the water tank to ensure the black floater is not missing. If it is missing the customer will need to order a new water tank. 3. Verify the cycle by checking the OK light, flashing orange Descaling, flashing white Rinse cycle 4. Ensure that the customer turns the knob out of descale mode |
Reasons when NOT to send to repair center If the OK light is flashing orange or white, the unit has not completed the descale process If the black floater is missing, order a new water tank |
YouTube video |
TechSee video |
Call Driver: Unit will not brew coffee after returning from BATES repair |
|---|
General Probing Questions Did you receive your unit from the repair recently? Have you tried priming the unit? |
Resolution steps for the call driver 1. Ensure that the unit is primed following the instructions in DLS or simulator 2. You may need to try priming the unit multiple times |
Call Driver: Understanding the warning lights and how to troubleshoot them |
|---|
General Probing Questions How long has the unit displayed the warning light? What were you doing when the light appeared? What have you done to resolve the issue? How often does the warning light show on the unit? |
Resolution steps for the call driver 1. Use Techsee to see the warning light. 2. Go to DLS to view the warning lights in the manual. Be sure you understand the warning light before continuing to troubleshoot with the customer. |
YouTube video |
TechSee video |
Call Driver: Pressure gauge not going to the optimal zone |
|---|
General Probing Questions What steps have you taken to resolve the issue? Did you try adjusting the dial course to fine? Did you try adjusting the dosage dial to a higher number? |
Resolution steps for the call driver 1. Check the grind setting on the unit. If it is set to 6 or higher, adjust the dial to a lower number while the unit is grinding. 2. Ensure the coffee selector is set to espresso 3. Check to ensure that the tamped coffee is near the optimal line in the portafilter 4. Test the gauge by using the black cleaning disk. If the gauge moves, try adjusting the dial. The coffee may be to course and not fine enough |
YouTube videos |
Call Driver: Pressure gauge going past optimal zone |
|---|
General Probing Questions When did the issue start? How long has the issue occurred? What have you done to resolve the issue? What filter basket are you using? Have you tried to remove the diffuser to check for any clogs? Can you please detail the tamping steps you are following? What is your current grind setting? |
Resolution steps for the call driver If the customer calls in stating that coffee is not flowing from the portafilter or the pressure gauge is going past the optimal zone into the red. You must first complete the following basic troubleshooting steps. 1. Turn the dial to espresso and press ok to brew without the portafilter to identify if water is flowing 2. Connect the portafilter without the filter basket and observe the pressure gauge. If the pressure gauge does not go to the red zone troubleshoot, the grind settings 3 Connect the filter basket without the diffuser if the customer is using the pressurized filter basket. If the pressure gauge goes to the red zone, the filter basket is clogged. 4 Clean the filter basket, make sure that it is free from any coffee grounds, and test again. 5 Order the customer the non-pressurized filter basket if the issue persists. |
Reasons when NOT to send to repair center Do not send the unit in for repair without first testing the portafilter and filter baskets Insert the cleaning tool into the portafilter and basket to dislodge any coffee grounds that may be stuck in the diffuser |