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Durability and repairability of coffee makers with grinders: behind Jura’s elite after-sales service

The Swiss model Jura made an appointment to current its after-sales service course of to us at its hospitality middle in Genevilliers close to Paris. This conceptual and award-winning area for high-end manufacturers mixes showrooms (retailers) and restore workshops, typically reminiscent of a prestigious, even luxurious model automobile dealership.

This is the place the Jura after gross sales service expertise begins.

We will rapidly see that the producer leaves nothing to likelihood with a very aesthetic buyer welcome. This permits the model to script a machine’s assist in after-sales service, in order that this process – which we all know is extra nice than returning a tool to the producer for restore – turns into a pleasing expertise. And we should admit, it is fairly profitable because of the various turntables, aesthetic and refined diagnostic screens… and of course a small cafe.

Jura doesn’t consider in deliberate obsolescence

“The model intends to develop this idea of hospitality facilities in international locations the place it’s established with a ample market share. To date, we’ve such facilities in practically fifty international locations.”Jura’s Marketing and Communications Manager Anna Lagledge tells us.

He vehemently refutes the idea of deliberate obsolescence at Jura and says he does not consider it applies to the house equipment market typically. He additionally talked about that constructing a fame and loyal clientele from technology to technology is all of the work of the model, which may solely undergo sturdy and dependable merchandise whose longevity speaks for itself. – Same.

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Here, there is a technician station where machines sent for after sales service are repaired.  It has all the necessary tools provided by Jura on hand.

Here, there’s a technician station the place machines despatched for after gross sales service are repaired. It has all the mandatory instruments offered by Jura readily available.

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This want for sustainability on the half of the model is defined, in line with Anna Lagliese, by anchoring the market in a single product: “When you solely promote automated coffee machines, you need to consistently innovate to resume your self and exist available in the market. And once I say innovation, I imply these which might be essential to the shopper, that facilitate and enhance the use of his product or merchandise. He “The high quality of the coffee you drink.”.

When repairs are wanted

We can by no means repeat this sufficient, and it is legitimate for any machine: a product is extra sustainable from an environmental perspective as a result of it lasts over time. In truth, three-quarters of its environmental impression normally corresponds to its manufacturing part alone. However, a product that lasts is a dependable and simply repairable product. Therefore, it’s simple for us to impose the argument of self-reformation on Jura; Arguments are moreover rapidly rebutted by jura, which discourages any non-public initiative by nullification. ipso facto Warranty upon detection of unprofessional restore makes an attempt.

Other extra technical means are additionally carried out. Anyone who has ever tried to disassemble a Swiss coffee machine is aware of that operation requires particular instruments and proprietary elements.

Jura defined: “Some of the inner elements of the machine, such because the percolator, require a sure information to take care of. How to fully dismantle it? How to reassemble it? Then function. So we want that our clients undergo our community of geared up, educated repairmen. . and permitted by Jura, particularly since we guarantee the precise traceability of every machine throughout its life cycle.”.

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Remember the diagnostic display screen? If the show to the shopper is comparatively quick and comprehensible by everybody, the five-pin plug plugged into the coffee machine connects to a black field and additionally reveals to the technician many different details about the life of the machine.

Sacha, technician at Genevilliers Hospitality Center explains: “When doing repairs, we’ve to deal with essentially the most problematic machines which were tampered with by customers It additionally creates assist points for us, as we can’t be held accountable for subsequent critical faults if a machine is modified earlier than it will get to our workshop”.. Because know that your jura will appropriately bear in mind the title of the sworn technician who will take care of it, at all times for questions of traceability and legal responsibility. Again, we perceive the model.

Here, a diagnostic station and bath for discling and cleaning parts.  In the background, spare parts storage racks.

Here, a diagnostic station and bathtub for discling and cleansing elements. In the background, spare elements storage racks.

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Spare elements can be found for at the least 8 years

In phrases of longevity, the interval of availability of spare elements is most essential. In the after-sales service part of the Jura reception middle in Gennevilliers that we had been in a position to go to, elements storage racks take up about half the area. “We are dedicated to eight years of elements availability”Anna Lagliese tells us, specifying that relying on the precise availability of elements and compatibility with new elements, previous machines can nonetheless be recycled or saved from the dumpster by the model’s technicians.

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We additionally study that elements can evolve whereas remaining constant. Unless there may be essentially a recall program, it’s certainly doable {that a} small defect within the first collection will probably be repaired with a brand new suitable half. “The profit of having a lot traceable knowledge on post-sales processes is that we’re in a position to rapidly establish a recurring downside, put our R&D on the spot and suggest an answer.” Sasha explains.

However, do not consider that you’ll get again the luster of your vintage Jura Rio d’Oro Automatica Plus by sending it to Genvilliers or a certified restore middle. “We attempt to not exceed two hours of intervention on every machine”, in line with our dialog. But nonetheless in line with him, with slightly luck, we will get the 2003 machines again on their ft fully.

Carbon impact, a “current” idea for the Jura

“Concepts of sustainability from the purpose of view of local weather, carbon stability, and so on. are in the end pretty current ideas and we’ve little doubt that there’s nonetheless progress to be made on this regard. But what is prime to know is that with out speaking about ecology, jurata is a robust and repairable product. This idea has been in our DNA from the start over time.”, acknowledges the advertising and marketing supervisor. For info, Ademe (Ecological Transition Agency) estimates the emissions of an automated coffee maker at 190 kg CO2e over a five-year utilization cycle. At Jura, that is a calculation we clearly have not accomplished but.

“As the model’s technicians, we not too long ago visited the Jura R&D middle in Switzerland and had been in a position to get an summary of the checks carried out main as much as the mass manufacturing of the coffee maker fashions. You ought to know that every part is examined to 25,000 use cycles. We really designed the machine and simulated the manufacturing of 25,000 cups of coffee.”, stated Sasha. On the opposite hand, within the analysis and improvement course of, it’s not possible to know whether or not the idea of eco-design has been addressed. Undoubtedly, the method of opening, servicing and sustaining the machines is one thing essential for the model, given the extent of coaching of its technicians and repairers, however within the absence of customers’ willingness at hand over restore keys, we doubt the model will go any additional.

This acid descaling station can accommodate 6 machines at the same time and was built to measure by Jura.  It should be noted that chemicals are not released into nature but recovered, regenerated and reused.

This acid descaling station can accommodate 6 machines on the similar time and was constructed to measure by Jura. It must be famous that chemical substances will not be launched into nature however recovered, regenerated and reused.

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As we suspected, Jura costs quite a bit for this elite closed-circuit after-sales service. Not to say the comfort of semi-professional machines. Staying on client coffee makers, remember that 99 € is charged for the 25 month guarantee, fundamental upkeep or cleansing. Repair packages vary from €189 to €259 earlier than 10,000 cups and from €229 to €299 past 10,000 cups. To which worth have to be added the fee of transportation (€45) if the shopper can not carry their machine themselves and take benefit of the reception on the hospitality middle. All interventions in addition to changed elements are assured for 12 months.

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