Crisis Control – When there is a problem with our coffee within the cafe – we need to consider all aspects of the problem rather than assume it is the

machine or the coffee - more often than not it is actually the inexperience of the

person using the machine.

a. It often is incorrect grind size, over packing the basket/handle or

over/under extraction. Discuss with the student the need to talk to the head barista – if it is not them, sales rep or trainer if there is a problem and you are not sure how to fix it

b. There may be instances when problems occur and you are unsure

whether to call BH or not. Call our customer care team immediately and they will put you in touch with a technician who will either come out to the café or talk through the problem on the phone.

c. Discuss any problems the student may have had and/or discuss one or two of the following emergencies

d. “My machine has just blown up there is steam pouring out from everywhere” The

Emergency pressure valve has blown – steam has suddenly started shooting out from every which way on the espresso machine – mostly out of the top back left hand corner. The easiest way to deal with this is to turn the on/off switch to #1 – this will turn the element off and prevent the pressure from building up in the boiler. Call BH immediately!

e. “Water is leaking from under the machine” – before you call the technician, take

the drip tray out and feel to see if there is water sitting in the catchment area. If there is then try this first. Poke a teaspoon into the drain and see there is

something blocking it – sometimes there is a build of coffee grinds blocking the hole but if it doesn’t clear this way - you can still fix it. First get someone to help you. You will also need a bucket and a tea towel. Get under the machine and find the end of the drain hose. Then get the person helping to hold a tea towel over the catchment while you blow up the end of the drain, you don’t have to touch your mouth to it just cup your hand around the hose and blow into your hand. Once you have given one big blow, quickly put the end of the hose into the bucket or you will end up with a mouthful of coffee grinds! Generally this works first time – if not blow again. Once the water starts flowing out – pour some jugs of hot water from the machine down the drain. This problem is caused by coffee solidifying in the drain. Each evening pour at least 1 litre of hot water down the drain – especially in summer!

f. If there isn’t water in the catchment when you take the drip tray off – then call BH

and talk to a technician.

g. There’s no steam when you turn the steam wand on – check that the on/off switch

is set to number 2* if not turn to it number 2 & wait for 5-10mins if this doesn’t work call Burton Hollis for assistance. The cause of the problem can be one of several problems. Has it been steaming fine and suddenly there is no steam coming out of the steam wand? If yes – look at the on/off switch – what number is it on? If it is on Number 1 – turn it to Number 2 and wait – within 10minutes the pressure should be back to normal. This has occurred because someone has accidentally turned the machine to Number 1 which turns the element off – which results in the pressure being lost!

h. It may be that you have a blocked steam wand – remove the tip and soak it with

hot water and/or Cafiza, whilst it is off check the pressure of the steam. Remove any milk residue from the tip with a tooth pick.

i. If the wand appears blocked or you find small pieces of green rubber in the milk

you are steaming – don’t panic – this sometimes happens when new rubber

gaskets are put in the steam assembly. As they wear it causes the rubber to shed and it ends up in the steam tip!

j. If the grinder handle/lever return doesn’t spring back after it is pulled – it is most

likely that the lever return spring is broken – call BH – it is easy to fix but will most likely require a technician

k. “My steam knob keeps falling off in my hand” – the D clip inside the knob is worn –

ask CCT to send you a new one with your next coffee order. Simply remove the old one and push on the new one – problem solved. Unless of course the old clip is missing – check on the stem of the steam assembly!

l. There is dirty water leaking around the handles during extraction – try flooding the

groups to remove any build of coffee stuck to the head seals & make sure the handle is pulled around tightly when you slot it into the group. If this doesn’t solve the problem it may be that your head seals or baskets need replacing. If your waste tube has a damaged or missing plastic hosing protecting the metal bar it will cause the top of your baskets to become flat – check your baskets and call Burton Hollis for assistance.

m. There is no hot water coming out of the tap on the espresso machine – check that

the on/off switch is set to number 2 – if not turn to it number 2 & wait for 5-10mins if this doesn’t work call Burton Hollis for assistance

n. The grinder isn’t working & the indicator light is not on. First check that the

grinder is plugged in and turned on – if it is, feel the body of the grinder? Is it hot? If it is it could be that the grinder has over heated & the safety feature has cut in to prevent the motor burning out. Wait for 5-10mins while the grinder to cools down – check that it is not blocked with coffee. If this doesn’t fix the problem call Burton Hollis for assistance. BURTON HOLLIS NUMBER ph 0800-232-670