Open a support ticket
We're here to help everyone get back up and running as quickly as possible. If you have Priority Support, you can also call (612) 886-2089.
buy support time
If your equipment is out of warranty, purchased somewhere else or not even ours, our Support Team is here to help.
If your equipment is not covered under Mill City Roasters' standard warranty, you can purchase time with our tech support team to diagnose issues, source replacement parts, and get help getting back up and running.
This hourly support is available for:
- Owners who purchased MCR-series roasters from a third party (regardless of age/use)
- Owners of imported roaster brands that do not offer tech support
- Owners of US-based roaster brands that do not offer tech support
Note: This service is included for free when you purchase a new Mill City roaster. Contact our Support Team to schedule your call!
This two-part video call starts with our tech support team who will review your installation including electrical, gas and venting, and familiarize you with physical layout of your control panel and roasting system. Once complete, you will be connected with a member of our roasting team to co-roast your first 1-2 seasoning roasts on your machine to get you started using correct airflow and gas levels for your setup.
We've found these calls to be essential for both safety and function when working with a new roaster so we've included for free them as standard for every new roaster purchase. If you purchased your roaster secondhand, these calls are highly suggested for you (and us) to evaluate the condition of your machinery.
Fee allows for up 1 hour the set-up call and 1 hour on the seasoning roast call.
FREQUENTLY ASKED SUPPORT QUESTIONS
Priority Support is a bump to the head of the line and it's included for the first two years after you purchase of a roaster from Mill City Roaster. If you don't have Priority Support, no problem. We're here to help. Submit a support ticket and we'll get to you as soon as we are able - typically within 24-48 hours.
We build machinery and provide support in a way that makes it possible for even people with little experience with commercial equipment to maintain and make repairs to their own equipment. If you require help beyond what your warranty provides and you need a tech to come to your location, we'll be there. Submit a Support Ticket to get an estimate on costs for travel expenses.
Express shipping is available worldwide - parts can be overnighted in the USA and typically 2-3 day delivery outside the USA. If you expedite your shipping, our team will do everything we can to get your orders on the way to you on the same day. Place your orders before 3pm (Central USA) on weekdays for the best chance at same day departure.