Integrity Matters to us here at The Jura Guy. As we grow, we promise to conduct business with integrity. We stand behind the work we do, and unlike our competition, we are committed to offering the highest quality customer service. We are always here to help with parts needs, to repair Jura coffee machines, and to provide the best-in-the-industry refurbished Jura coffee machines.
THE JURA GUY Terms and Conditions:
We aim to provide the highest customer service possible in all our dealings, especially during your repair.
Our repair process
Our estimates
We do our best to price the cost of a repair up-front, but because we can't see your machine in person, we give repair estimates. If we find after inspection that your machine requires work beyond the scope of our original assessment, we let you know how much the additional repairs will cost.
Repair payments
We collect all payments for repairs up-front. Please pack and ship your machine promptly, and we will repair it and get it back to you as quickly as possible. Repair refunds are only possible within 30 days of purchasing refurbishment services. AFTER 30 DAYS, WE CANNOT REFUND YOUR REFURBISHMENT COSTS OR SHIPPING COSTS IF YOU NEGLECT TO SHIP YOUR MACHINE. Please communicate with us immediately if you need to cancel or delay sending your machine.
"What happens if I decline additional repair costs?" If you decline to pay for additional work needed to bring your machine to working condition, the customer must pay for the completed parts and labor. We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned (RUD "returned un-done"), you must pay for return shipping and completed parts and labor.
"What if my machine cannot be repaired?" On rare occasions, we find upon inspection that a machine cannot be repaired. This can happen for a variety of reasons often relating to heating elements or electrical panels, but it can be for other reasons as well. When we cannot repair a machine, the customer must pay for the parts and labor already completed (a minimum charge of $175). We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned, you must pay for return shipping and pay for completed parts and labor.
Returns:
Coffee Machine returns: Within 30 days you can return your UNUSED machine for a refund, less original shipping and handling costs and processing fees. The buyer is responsible for return shipping costs. USED RETURNS: Within 30 days, you can return a refurbished coffee machine which has been used, less original shipping cost and processing fees, plus a 10% restocking fee. This is necessary because the machine must be disassembled and sanitized before it can be resold. To return your machine, please remove all beans and water, wash the tray, and repack securely in the same box used for delivery. The Buyer is responsible for return shipping costs.
Care products, accessories, and parts: These items may be returned within 30 days if they are unused and in original, un-opened packaging. The buyer is responsible for the original shipping costs and return shipping costs. If you aren't sure what's wrong with your Jura, don't buy parts unless you are certain you have what you need.
Our Warranty:
**All machines sold by The Brew Group, LLC come with a 90 Day warranty against any fault covering parts, labor, and return shipping. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to utilize our warranty, customers must work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group, LLC will provide shipping and correct the problem. W
**All repairs come with a 90 day warranty. This warranty is not bumper-to-bumper, but does cover all work performed (o-rings, grinder burrs, brew group, and any item ordered in the original repair request). The warranty does not cover items which are omitted from your original repair request. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to utilize our warranty, customers must work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group LLC will provide shipping and correct the problem. The customer is responsible for shipping and repair costs if the machine has been abused, misused or neglected. Use of oily beans voids your warranty. The repair warranty DOES NOT cover electronic panels, heating elements, and other parts of the machine which are not specifically serviced in our shop.
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group, LLC. are not covered under Jura's warranty policies and repairs done by The Brew Group, LLC. will void the manufacturer's warranty.
Before you contact us with a warranty issue: By far the most common service call we receive is for the very common "plugged" machine issue (See our Tech FAQs). If you see a "Fill System" or "Open Tap" Message, please adjust your grinder to coarsest setting and/or perform a microscreen filter cleaning to restore the flow of coffee. See the tech help page for more information. We are here to help! Don't hesitate to call if you need help with a recent repair or purchase. We promise to resolve all issues to the best of our abilities: honestly and with integrity.
SHIPPING POLICIES
Our shipping process: Before shipping a machine, we clean the machine inside and out. We vacuum the ground coffee out of the grinder. Despite our best efforts, it is quite normal to find some ground coffee in the packaging. We insure our outbound machines during shipping. Please let us know promptly if any damage occurs during shipping.
Outbound shipping insurance: For all our repairs and sales, we insure our outbound shipments. Please report damage immediately. Please read about our warranty below.
Inbound shipping: We provide inbound shipping labels for repairs. We do this for our customers' convenience. A customer may purchase their own label and insurance as well. The Jura Guy, LLC is not responsible in any way for loss or damage to inbound shipments. In order to protect the property of our customers, we purchase shipping insurance to cover the machine in the events of loss or theft. For an inbound repair, that amount is equal to the value of what we pay for non-working Jura coffee machines. We do not file a claim for machine damage that occurs during shipping. Fedex rarely pays for damage due because they will say the item wasn't packed properly. The customer is solely responsible for packing the machine carefully and ensuring that the machine arrives safely. Please see our packing instructions below. If a coffee machine is damaged during inbound shipping, we will let you know what remedies we can provide in the shop and any additional costs. The customer is responsible for the costs associated with repairing damage from shipping. Unfortunately we see many damaged machines due to poor packing. Almost all of the damaged machines were packed carelessly or did not follow directions fully. PLEASE spend time packing carefully. Guidance from the shippers: "Your package should be able to withstand a 4 foot drop".
Packing Your machine for shipment to us. We will provide full directions when you order repair service. Do not pack your machine until you have read our full instructions, available here.
DURING THE FREEZING MONTHS OF THE YEAR: Please drain the machine before shipping as follows: Turn the machine on, empty the water tank, then put it into position. Then lift it one inch (this will fool the sensor into thinking there is water there) and then press the “hot water” button or open the steam valve for hot water. Let the machine run out of water. Turn off. Some newer models have a function in the menu to drain the machine for transport-use this if that is an option.
**Shipping Damage: We insure all our outbound shipments and we cover damage of outbound shipments under warranty. If your machine arrives damaged, please report it to us promptly so we can get your machine back in the shop to fix the damage.
***We cannot warranty problems that occur due to misuse or neglect. Use of oily beans is not covered and causes many problems. Please read the manual for the manufacturer's recommendations, especially water quality and grinder settings for different types of beans. All our machines include a Quick-Start Guide from The Jura Guy which explains best practices and answers to common questions.
Oversized Shipments: If you ship a machine to us in a much larger box than needed, it can trigger a shipping surcharge. We normally pay around $60 for each residential shipment. We have been billed over $400 for a single shipment, when a customer sent in a box much too large for the job. We reserve the right to bill the customer for this shipping charge.
THE JURA GUY Terms and Conditions:
We aim to provide the highest customer service possible in all our dealings, especially during your repair.
Our repair process
- For all repairs, you must complete an online form at www.thejuraguy.com/refurb.
- All items you wish to be addressed must be noted clearly in the form. We will respond with an estimate for the repair. Any machine not serviced in the last 2-3 years needs to be refurbished and all additional items addressed.
- Repair minimum. $175. This includes up to one hour of labor and $90 in parts. Only recommended when the machine has had recent service. If over 2+ years, we recommend refurbishment every time.
Our estimates
We do our best to price the cost of a repair up-front, but because we can't see your machine in person, we give repair estimates. If we find after inspection that your machine requires work beyond the scope of our original assessment, we let you know how much the additional repairs will cost.
Repair payments
We collect all payments for repairs up-front. Please pack and ship your machine promptly, and we will repair it and get it back to you as quickly as possible. Repair refunds are only possible within 30 days of purchasing refurbishment services. AFTER 30 DAYS, WE CANNOT REFUND YOUR REFURBISHMENT COSTS OR SHIPPING COSTS IF YOU NEGLECT TO SHIP YOUR MACHINE. Please communicate with us immediately if you need to cancel or delay sending your machine.
"What happens if I decline additional repair costs?" If you decline to pay for additional work needed to bring your machine to working condition, the customer must pay for the completed parts and labor. We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned (RUD "returned un-done"), you must pay for return shipping and completed parts and labor.
"What if my machine cannot be repaired?" On rare occasions, we find upon inspection that a machine cannot be repaired. This can happen for a variety of reasons often relating to heating elements or electrical panels, but it can be for other reasons as well. When we cannot repair a machine, the customer must pay for the parts and labor already completed (a minimum charge of $175). We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned, you must pay for return shipping and pay for completed parts and labor.
Returns:
Coffee Machine returns: Within 30 days you can return your UNUSED machine for a refund, less original shipping and handling costs and processing fees. The buyer is responsible for return shipping costs. USED RETURNS: Within 30 days, you can return a refurbished coffee machine which has been used, less original shipping cost and processing fees, plus a 10% restocking fee. This is necessary because the machine must be disassembled and sanitized before it can be resold. To return your machine, please remove all beans and water, wash the tray, and repack securely in the same box used for delivery. The Buyer is responsible for return shipping costs.
Care products, accessories, and parts: These items may be returned within 30 days if they are unused and in original, un-opened packaging. The buyer is responsible for the original shipping costs and return shipping costs. If you aren't sure what's wrong with your Jura, don't buy parts unless you are certain you have what you need.
Our Warranty:
**All machines sold by The Brew Group, LLC come with a 90 Day warranty against any fault covering parts, labor, and return shipping. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to utilize our warranty, customers must work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group, LLC will provide shipping and correct the problem. W
**All repairs come with a 90 day warranty. This warranty is not bumper-to-bumper, but does cover all work performed (o-rings, grinder burrs, brew group, and any item ordered in the original repair request). The warranty does not cover items which are omitted from your original repair request. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to utilize our warranty, customers must work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group LLC will provide shipping and correct the problem. The customer is responsible for shipping and repair costs if the machine has been abused, misused or neglected. Use of oily beans voids your warranty. The repair warranty DOES NOT cover electronic panels, heating elements, and other parts of the machine which are not specifically serviced in our shop.
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group, LLC. are not covered under Jura's warranty policies and repairs done by The Brew Group, LLC. will void the manufacturer's warranty.
Before you contact us with a warranty issue: By far the most common service call we receive is for the very common "plugged" machine issue (See our Tech FAQs). If you see a "Fill System" or "Open Tap" Message, please adjust your grinder to coarsest setting and/or perform a microscreen filter cleaning to restore the flow of coffee. See the tech help page for more information. We are here to help! Don't hesitate to call if you need help with a recent repair or purchase. We promise to resolve all issues to the best of our abilities: honestly and with integrity.
SHIPPING POLICIES
Our shipping process: Before shipping a machine, we clean the machine inside and out. We vacuum the ground coffee out of the grinder. Despite our best efforts, it is quite normal to find some ground coffee in the packaging. We insure our outbound machines during shipping. Please let us know promptly if any damage occurs during shipping.
Outbound shipping insurance: For all our repairs and sales, we insure our outbound shipments. Please report damage immediately. Please read about our warranty below.
Inbound shipping: We provide inbound shipping labels for repairs. We do this for our customers' convenience. A customer may purchase their own label and insurance as well. The Jura Guy, LLC is not responsible in any way for loss or damage to inbound shipments. In order to protect the property of our customers, we purchase shipping insurance to cover the machine in the events of loss or theft. For an inbound repair, that amount is equal to the value of what we pay for non-working Jura coffee machines. We do not file a claim for machine damage that occurs during shipping. Fedex rarely pays for damage due because they will say the item wasn't packed properly. The customer is solely responsible for packing the machine carefully and ensuring that the machine arrives safely. Please see our packing instructions below. If a coffee machine is damaged during inbound shipping, we will let you know what remedies we can provide in the shop and any additional costs. The customer is responsible for the costs associated with repairing damage from shipping. Unfortunately we see many damaged machines due to poor packing. Almost all of the damaged machines were packed carelessly or did not follow directions fully. PLEASE spend time packing carefully. Guidance from the shippers: "Your package should be able to withstand a 4 foot drop".
Packing Your machine for shipment to us. We will provide full directions when you order repair service. Do not pack your machine until you have read our full instructions, available here.
DURING THE FREEZING MONTHS OF THE YEAR: Please drain the machine before shipping as follows: Turn the machine on, empty the water tank, then put it into position. Then lift it one inch (this will fool the sensor into thinking there is water there) and then press the “hot water” button or open the steam valve for hot water. Let the machine run out of water. Turn off. Some newer models have a function in the menu to drain the machine for transport-use this if that is an option.
**Shipping Damage: We insure all our outbound shipments and we cover damage of outbound shipments under warranty. If your machine arrives damaged, please report it to us promptly so we can get your machine back in the shop to fix the damage.
***We cannot warranty problems that occur due to misuse or neglect. Use of oily beans is not covered and causes many problems. Please read the manual for the manufacturer's recommendations, especially water quality and grinder settings for different types of beans. All our machines include a Quick-Start Guide from The Jura Guy which explains best practices and answers to common questions.
Oversized Shipments: If you ship a machine to us in a much larger box than needed, it can trigger a shipping surcharge. We normally pay around $60 for each residential shipment. We have been billed over $400 for a single shipment, when a customer sent in a box much too large for the job. We reserve the right to bill the customer for this shipping charge.
