Service Policies

Warranty

All new coffee and espresso equipment sold by Alterra bears a 1 year parts and labor warranty. This warranty covers all parts and labor excluding wear parts (o-rings, gaskets, screens, etc.). All used equipment sold by Alterra Coffee bears a 90-day parts and labor warranty, excluding wear parts as above. Warranty is limited to parts that fail under normal operating conditions. Failures related to water quality and/or lime and calcium buildup, lack of cleaning, misuse and abuse are not covered.

Makes and Models Serviced

Alterra provides in-house service for all coffee brewing, coffee grinding, espresso brewing and espresso grinding equipment we sell. Allied equipment sold by Alterra (blenders, scales, refrigeration, etc.) will be repaired in-house when possible. These items may be returned to the manufacturer for service. Alterra may be able to provide support for equipment we do not sell. This support is at the discretion of Alterra’s Service Manager.

Service Radius and Rates

Trip charges are calculated based on distance of account from Alterra’s facility. Trip charges will be billed at labor rate multiplied by estimated round-trip driving time to/from our facility.
Service rates:

  • Accounts that exclusively use Alterra Coffee are billed at $40 per hour.
  • All other accounts are billed at $60 per hour.
  • Time is calculated in quarter hour increments.
  • Before/after normal business hours and weekends are billed 1.5x regular rates.
  • Holidays are billed at 2x regular rates.
After Hours/Weekend Pager

Alterra coffee accounts, within our 80-mile “emergency response” zone, have access to our service techs 24/7, 365 days a year. Accounts outside of this radius and non-accounts are offered our service during normal business hours on normal business days (M-F, 8 am – 5 pm). (414) 777-8002

Placed Equipment

Equipment placed at wholesale accounts, which remains the property of Alterra Coffee, is serviced and supported by Alterra at no charge.
Water filtration/softening are customer’s responsibility and are not placed equipment.