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STRONG Service

Service Policy

Our Philosophy in STRONG Service

We promise to be your business partner by driving innovation in the coffee industry and providing the utmost services that help your business grow.

We promise to be your business partner by driving innovation in the coffee industry and providing the utmost services that help your business grow.

Proactive Customer Service

Customer Service is on standby to precisely diagnose and quickly troubleshoot any issues you may encounter.

Products of Best Quality

Every product of Stronghold goes through thorough testing and quality control pipeline in order to assure guaranteed quality.

It is our hope to grow with our customers by providing the utmost services. Customer care beyond answering your unmet needs is the center of our policy on customer experience of our products and services.

Warranty Program

Information

S SERIES comes with a full year or 2,000-batch-warranty.
During the period, Stronghold provides free/paid services covered by the warranty.

For extended warranty periods, basic user training and integrated service programs are currently under
development. Please consult our sales rep for more information.

Check Points

Warranty begins as of installation date and covers up to the point either any of the two conditions (one year or 2,000 batches) expires first.

Under the condition that the machine has been managed in accordance with the maintenance and cleaning cycle indicated in the user manual,
in case damage or manufacture defects are proven by technical analysis, the parts can be repaired or replaced free of charge.

Stronghold is not responsible for the secondary damage when the smart roaster is absent due to repair, warehousing, or shipping.

Free repair service within warranty period (In case of malfunction during normal use)

- Free online services

- Free spare parts (excluding shipping costs)

- Expendables are paid items.

Paid repair services upon warranty expiration (as it is stated in agreement)

- Costs of expendables and spare parts including shipping are not covered.

Online Inquiry Procedures

  • 1. Online Inquiry 1. Online Inquiry

    1. Online Inquiry

  • 2. Confirm Receipt 2. Confirm Receipt

    2. Confirm Receipt

  • 3. Send out information 3. Send out information

    3. Send out information

Within 2 business days (48 hours) after receiving online inquiry, we will send you an email of confirming receipt and a troubleshooting guide.

Check Points

Emergency service inquiry policy is currently in preparation and will be posted on this page upon confirmation.

Inquiries through individuals or other departments other than the online procedure may result in missing or delayed service.

Online Inquiry

We will get back to you shortly on your inquiries.

Category

Items collected: Name, email address

Purpose of collecting: Checking and processing online inquiries

Use Period: Member information with no commercial transactions is kept for a year and then deleted. Member information with commercial transactions is kept for three years upon termination and deleted in order to resolve customer complains and disputes.

You may not agree with the privacy policy. In such case, you are unable to make an online inquiry.