First aid for your coffee
Something isn't quite right with your machine, grinder or the taste? You'll get help here around the clock — honest, manufacturer-compliant and with no hold queue. First the quick self-help, then Jackson, and if it has to be: us in person.
Ask Jackson — around the clock. Jackson is our AI coach in the chat right here on the website: he answers questions about equipment, settings and troubleshooting instantly, 24/7. Just click the oval Jackson box at the bottom centre of your screen — it opens the chat.
First-aid guides
Running too fast or only dripping, no steam, leaking, not heating — the 12 most common problems with safe steps, clear stop lines and an honest steer on when it is a service case. Water & descaling →
The top topic in Switzerland: measure hardness, prevent build-up with Brita & Apax, descale in line with the manufacturer — and know when the machine belongs in for service.
Grinders, scales, milk foam or filter coffee? Jackson helps you right away — and our interactive tools show you live which setting changes what.
Not tasting the way you hoped?
"Tastes off" is not a defect — usually it is one setting. By the way, we extract by weight, never by time: scale on, taste decides. This way:
- "Too bitter / too sour / watery" → Extraction Lab
- "No crema / shot sputters" → Grinder Lab & Puck Prep Workshop
- "Tastes flat / stale" → Roast Level & Freshness
- "Milk foam won't come together" → Milk Foam Simulator & Latte Art Trainer
- "Tastes different since we moved" → Water Chemistry Simulator
- "Filter coffee thin or bitter" → Filter Coffee Simulator
- "Which basket suits me?" → Filter Basket Finder
Nothing helped? Then we're on it.
Fastest line, around the clock: Ask Jackson, our AI coach in the chat right here on the website — he helps instantly with questions, settings and troubleshooting.
For anything else — or if it is a warranty case — this helps us help you without rounds of follow-up questions:
- Reply to your order confirmation — that way we have your order number right to hand. (Can't find the email? Write to office@coffeecoachingclub.ch and give us the order number.)
- Device & date of purchase: model, serial number (a photo of the type plate is enough), bought on …
- Fault description: what exactly happens, since when, how often?
- What you have already tried: which steps from the guides?
- Photos & videos: of the problem and of the type plate — for noises please a video with sound. Large videos (over ~20 MB) as a link.
We'll get back to you within 1–2 working days. Prefer in person? Book an appointment or drop by our showrooms in Zürich & Bern.
Email template (just fill in):
Order number: # Device (brand + model): Serial number (see type plate): Bought on: Problem since: What exactly happens: What I have already tried (steps from the first-aid page): Attachments: photo of type plate / photo or video of the problem
Your statutory warranty and guarantee rights remain unaffected — the first-aid steps are voluntary and only a recommendation. Important: if you find a defect, please report it to us promptly.
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