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Everyday when I walk into the office, I usually start the coffee machine and go through its ablutions and other rituals of starting up. Machine Rinse – check! Empty Grounds – check! Fill water tank – check! FYI, the machine that we have is the fancy Jura-Capresso 13421
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However, today, it threw such a curve ball – “Decalcify Coffee Machine”, that I might actually have to read the manual. This reflects some of the changes in customer support that we have experienced in the last one decade or so. The first big change is that when you buy a product, you are usually provided a CD, or at least a hyperlink to the support documentation on the web. Secondly, the products usually come with a big note: “Please do not return this product to the store! Call this 800 number.” Obviously, the return costs are so high (in term of logistics, brand reputation, charge backs etc), that it is much easier for the product manufacturer to first give the user an option to rectify a problem by calling the customer service. In some cases, they will send you a replacement free of charge, and it is still better for them rather than you returning the product to Target or Amazon.
August 30, 2010 at 11:27 am
One of the reasons the Jura is so good, is because it tracks everything internally and then asks you to do actions to the machine to make sure that each cup is as good as the one before. Decalcifying the machine is a little confusing in the manual I agree, since they do not mention that you need the decalcification tablets. On you machine once you have the decalcification tablets, dissolve them fully in at least 450ml of warm water (about 1 1/2 cups). To start the process either by entering the programming mode and selective maintenance – decalcifying, or press and hold the rinse button if it is asking you to decalcify. Then when asked empty tank add decalcifying liquid you created with the tables and follow the instructions on the machine. After 30 mins the tank will be empty, and the machine will ask you to fill water. Clean tank completely then fill and 15 mins later your machine is decalcify. Other machines may not ask you to do this, they will just slowly but surely die, and eventually require major parts to be replaced and cost you your machine. Well done Jura. Oh in the decalcifying tablet box these is a water tester use that to set the water hardness.
September 9, 2010 at 6:54 pm
hey, nice blog…really like it and added to bookmarks. keep up with good work