 Our mission is to help you to serve the best cup of coffee. We offer more than just the installation of a coffee machine and ingredient supply. Our added value lies in the unique approach of merging ingredients, coffee, technical service and value added services into a total concept. Added to the fact that we are operating on a global scale this secures that our expert resources are available at the right time for every possible need.
As coffee professionals we are committed to customer confidence and quality of service... clear, comprehensive, without hassle, just what you expect us to do and more. Read more about Douwe Egberts Coffee Systems services and support.
Douwe Egberts Coffee Systems serves customers in over 50 countries. Think of it...we could not have achieved this kind of success without putting our customers first.
- We care that our customers are serving the best cup of coffee.
- We analyze your needs and recommend the best total coffee solution of coffee, coffee systems and services.
- We assure your coffee system is installed professionally and serves you flawlessly. If needed we provide training on how to get the best drinks from the equipment.
- We offer a comprehensive Douwe Egberts Coffee Systems Service & Support around your cup of coffee.
Why? Because we want your coffee experience to be as good, simple and convenient as possible to handle - and we do not forget our customers once the coffee system has been installed. In order words -we make it possible for you to serve the best cup of coffee to your guest, employees, colleagues etc - all day and all year long.
Working with one specialized partner with high knowledge about the complete coffee experience from bean to cup, you always know you to contact with any kind of requests - making it so much easier for you!
Customer service programs
Value Added Services
Depending on your equipment and area there are various maintenance and technical support programs available. Please select your country or area on the homepages to find out more.
Basic service package
This package is the basic service and support module that we offer with our machines. The basic service package consists of a telephone helpdesk, technical service within 24 hours, all labor costs and all parts needed to repair a machine.
Reduced response time
This module consists of 4 hour response time, meaning that our technicians will be with you within 4 hours after reporting a break-down (within office hours)
Quality module
Within the quality module you can choose for a major preventive machine maintenance (including quality- & HACCP check) as well as the possibility to have your premises visited by a mystery guest.
Extended service time module
Within the extended service time module you will have evening service (17.00 – 22.00) and week-end service (8.00 – 22.00).
Training module
Within the training module, DECS offers a number of training programs. DECS fully qualified Technicians carry out comprehensive training to your staff at the time of dispenser installation. In the user training you will be trained on all the operational aspects of the equipment to ensure you achieve the fullest potential of our dispensers. Health and Safety is paramount and for this reason you will receive information on cleaning the equipment in the Operating/HACCP training to ensure you comply with health legislation. If you choose for this training, Information regarding Hygiene Kits and cleaning solutions will be supplied and also how these kits can be purchased from DECS to ensure you equipment is always clean and fully operational. Another possibility is to choose a coffee training where you will learn all the aspects of coffee. On top of the coffee training you can also take a Barista training (only for Piazza d’Oro where you and or your employees will be trained on how to create the best espresso and milk varieties (including latte art).
Management info module
Depending on the purpose you are selecting your coffee system for the price per cup or the overall operating costs involved may be very important. Apart from the fact that our total service solutions are geared towards 'optimum value for money' most systems feature data counters to monitor consumption of ingredients and operating costs. As such, we are able to provide you with a detailed break-down of the cost per cup. But we also provide you with information about your machine park; overview of park, duration of use of the machines, availability of the park, our response times in case of a breakdown, etc. Moreover we provide you with preventive maintenance reports and we can undertake quality checks and HACCP checks.
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