<aside> 🚨 Please remember that these are just suggestions & not guaranteed to fix all customer issues. This page is for troubleshooting only, for more info on how the PerfectDraft Machine & kegs function, check out this page.

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Overall Issues

• Most issues boil down to either a split bag in the keg or user error.
• There are a few basic things we ask for almost every issue: Try a new keg Try a new tube Make sure the keg is properly connected (wet the seals, two clicks) Can they send a video?
• Split Bag – A split bag in the keg is the cause of nearly every issue: Flat Keg – CO2 escaping bag into keg Keg not pressurising – Pump failing to compress bag due to a split Tastes funny – Lubrication mixing with beer Too much head – compressed air being forced into beer There are other causes for these issues but a split bag is the most common.

Faulty Machines

• Faulty Machines can be hard to pin down but it is really important we confirm the issue is with the machine before arranging a return to us.
• Once a machine is CONFIRMED as faulty you will need to fill in this form.
• You can identify machine issues by a few factors:

Issue occurring on multiple kegs Over-cooling - This is either an environment/storing issue, a machine placement/maintenance issue or a machine one. Make sure the fan is clear of dust and there is 10cm of space around the back of the machine. The machine may not chill to 3 degrees if in sunlight or near a heat source. Also make sure that the keg has never been kept in a freezer or below freezing environment (shed in winter etc.) prior to putting in the machine. Visible faults – broken parts, deformed seals etc. Coil/High-Pitched Whine – We’ve seen a few machines with this issue but it has never been known to affect performance. It’s worth arranging a return, but only once, if the customer doesn’t accept it as normal fan noise but if the replacement shows the same issue then refer them to Philips. This noise is related to the power supply but is characteristic of some units. Not cooling – Make sure the fan is clear of dust and there is 10cm of space around the back of the machine. The machine may not chill to 3 degrees if in sunlight or near a heat source.

• In certain circumstances, if a customer does not have another keg to try, we can send one out to try to save us having to arrange a machine return. It’s worth checking with someone if you should do this. Budweiser has the cheapest cost price.

Faulty Machine Returns:

• If a machine is deemed to be faulty within 30 days of delivery, we need to get it back to us and replace/ refund it. To do this send the “Faulty Machine: Return to BH” canned response.
• If it has been longer than 30 days, the machine is covered by a two year warranty with Philips so send the “Faulty Machine: Contact Philips (warranty)" canned response along with their invoice. If the customer does not want to fill in the warranty request, please talk them through it or fill it in for them. We can still replace the machine if they do not want a repair but Philips should be the first port of call.
• If the machine is a Refurbished machine, this is covered by a 6 month warranty with us, so we need to organise a return/replacement.
• If they send the machine back to Philips, and it is returned with the same issue - we need to ask for the notes from the Philips assessment first, then arrange for a replacement on our end. If it is a different issue they are experiencing, we need to send them back to Philips.
• We can arrange returns for any kegs affected by the machine issue. However, they will remain sealed and fresh for the remainder of the 30 days when not in the machine.
• Even if it has been longer than two years and the machine is no longer covered by warranty, Philips still offer a repair service. Feedback tells us it’s very reasonably priced and fast.

Spare Parts: