COVID-19 Update: Nestlé Professional Coffee Machine Rentals

Thursday, April 9, 2020

At Nestlé we understand that these are unprecedented times, and we all need to work together to get through this. As a valued customer, we are here to support you.

Nescafé coffee machine logo

**UPDATED 06.05.2020**

These are difficult times and where your outlet has temporarily ceased trading, Nestlé Professional will support you with a pause on beverage machine rental payments for three months commencing from the 1st of April 2020 to the 30th June 2020.

Rental charges accrued over these three months will be included in the final charges at the time of expiration of your current contract period. For the avoidance of doubt, apart from the aforementioned paused payment our terms and conditions will continue to apply and govern beverage machine contracts with Nestlé UK.

Please do not cancel your Direct Debits as we will not be requesting payment during this period.

In addition, to ensure the Health and Safety of all our teams in the field, the Coffee Ambassadors and the Engineering teams will cease site visits until we can return to business as usual following government advise.

Please ensure that if you need any technical support your first point of contact will be your Mulmar Customer Service team on 0845 850 9818.

 

Covid-19 Coffee Machine Rental FAQs

My site has closed as per Government guidelines; do I need to continue to pay my rental on the tabletop beverage machine?

We are aware that the Government has instructed all non-essential sites to close. Therefore, we wish to work with you, and if your outlet has been forced to close we will be pausing your rental contract for the next three months, April, May and June 2020.
 

Will I need to repay this three-month rental?

We will include the accrued rental charges to the end of your current contract.

 

What if the closure goes beyond the next three months?

We currently do not know how long the directive from the Government will be therefore we will address this when further clarity is provided.

 

How do I shut down the tabletop machine if I have a bean to cup automatic machine?

 

NESCAFÉ BEAN TO CUP AUTOMATIC CLEANING MANUAL

  1. Please refer to the cleaning manual and clean machine down fully, emptying hopper and product canisters. Wash internal parts and canisters, replace on machine if able.
  2. Turn machine off at back of machine (switch is located above electrical lead) and off at mains electrical supply (switch on wall).
  3. Turn water off at mains (would be the nearest valve to the machine, this might need to be done by their maintenance team if site are unsure).

 

How do I shut down the tabletop machine if I have a soluble automatic machine? 

 

NESCAFÉ TABLETOP SOLUBLE AUTOMATIC CLEANING MANUAL

  1. Please refer to the cleaning manual and clean machine down fully, emptying canisters. Wash internal parts and canisters, replace on machine if able.
  2. Turn machine off at back of machine (switch is located above electrical lead) and off at mains electrical supply (switch on wall).
  3. Turn water off at mains (would be the nearest valve to the machine, this might need to be done by their maintenance team if site are unsure).

 

How do I shut down the tabletop machine if I have a bean to cup semi-automatic machine? 

 

NESCAFÉ TABLETOP BEAN TO CUP SEMI-AUTOMATIC CLEANING MANUAL - DAILY

NESCAFÉ TABLETOP BEAN TO CUP SEMI-AUTOMATIC CLEANING MANUAL - WEEKLY

  1. Please refer to the cleaning manual and clean machine down fully (attached for quick reference):
  • Coffee Machine Daily Clean (do not replenish milk)
  • Syrup Station Weekly Clean
  • Ensure that there is no product in canisters, no fresh milk stored in fridge, wipe down all areas, including fridge
  1. Turn machine off (open door, on/off switch is located inside) and off at mains electrical supply (switch on wall).
  2. Turn water off at mains (would be the nearest valve to the machine, this might need to be done by their maintenance team if site are unsure).

 

Do we still have the support of our Coffee Ambassadors?

Following the Government’s communication and upon their recommendations to the British public, our Coffee Ambassadors are not currently permitted to visit sites. Please contact the Mulmar Customer Service team on 0845 850 9818 for any technical support.

 

Do we still have engineer support?

Following the Government’s communication on Monday and their recommendations to the British public, our service partners Mulmar Foodservice and Franke Coffee Systems are not currently permitted to visit sites. Please ensure that if you need any technical support you first point of contact will be your Mulmar Customer Service team on 0845 850 9818.

 

What support will we have when the Government allows us to re-open?

As soon as the Government instructs that non-essential movement is permitted we will advise you that all Engineers and Coffee Ambassador support will return to normal. All Coffee Ambassadors will be there to support you through this difficult time. 

 

How do I turn my machine back on when my outlet re-opens if I have a soluble or bean to cup or soluble automatic machine?

When you are making plans to return to your site and wish to re-start your machine it is imperative that you plan in a “Free back to Operation Service Call”. This can be made directly with Mulmar on 0845 850 9818, please ensure that you give us time to schedule in this call, as many of you will be requiring this service. If we are able to access prior to store/sites re-opening this would help us to manage the high level of service calls that will be required.

Please do not switch on your machine without this Service Call as this is essential for the preservation of your machine and to maintain high end cup quality. 
 

 

Let us know how we can support you

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For more news on how Nestlé Professional is supporting people during this crisis, please check these pages regularly. 

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