New platform, familiar faults
Thermoplan's Black&White4 neo is new enough that some shops won't touch it, which doesn't help you when it stops mid-morning. We repair the neo alongside the rest of the B&W4 family it's built from: milk system faults, brew unit jams, grinder drift, recurring descale alerts. The platform DNA is shared, so the diagnosis rarely takes long.
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Thermoplan · Current compact fully automatic
The Black&White4 neo is the newest compact member of Thermoplan's B&W4 family, sized for up to 150 cups a day. It keeps the family architecture: dual grinders and hoppers, separate brew and steam boilers, and the Auto-Steam Master milk system, in a footprint built for breakfast bars and smaller counters. For service that's the best kind of news. The wear points match the platform we already know well, with the milk side leading, the brew unit next, and the grinders quietly outlasting both.
Why Grajqevci
Call in the morning and a technician is usually on-site before the day is out. Most Thermoplan Black&White4 neo jobs get diagnosed and fixed on the first visit.
Commercial coffee equipment is all we do, and Thermoplan Black&White4 neo is part of the weekly rotation. Not a generalist guessing at a service manual. Genuine OEM parts, industry-standard procedures.
Flat rate for the visit, with parts billed separately. For bigger jobs you'll see a written quote on-site before we proceed.
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Black&White4 neo faults we diagnose
Faults we see on the Black&White4 neo and its platform siblings, with what causes each one and how we put it right.
The piston binds on grind buildup, the cam followers wear, or the group sits out of alignment. We pull the brew unit, clean and reseal it, lubricate the drive, and prove the cycling with repeated test shots.
Torn screen, worn piston seal, or grind drifted fine. We inspect and replace the screens as needed, renew the piston seal, and recalibrate the grind against dose targets.
Weak cups trace to coarse grind, low brew temperature, or a fading pump. We measure each, correct grind and dose on the spot, and price a pump swap only if the numbers leave no doubt.
Scale in the steam circuit, a tired element, or regulator drift. We descale, measure the boiler under load, confirm the regulator, and replace what's below spec.
Scale on the element until proven otherwise. We descale, test the element's resistance, and replace it if heat-up times stay long.
An incomplete cycle or an unreset counter keeps the alert alive. We verify the cycle ran, reset the counter, and fit a fresh filter cartridge if the old one is done.
O-ring, seal, or hairline hose crack, hidden inside a tightly packed chassis. We pressure-test, trace the leak to its source, and replace the failed part.
Protein film in the steam-milk module, a fatigued intake spring, or air-metering drift will flatten the foam. The neo gets the same treatment as every B&W4: full milk-system strip and sanitize, new spring and O-rings, air-intake recalibration, and a profile-by-profile foam check.
A milk temperature sensor drifting out of range, or scale in the heat exchanger blunting the heat transfer. We test against a reference probe, descale the milk circuit, and fit a new sensor if the readings are off.
Check the suction line before condemning the pump: an air leak there mimics a worn impeller. We pressure-test to tell the two apart, replace the impeller if flow really is low, and renew the suction seals either way.
Milk residue from skipped cleans, or cleaning chemical that's lost its bite. We deep-clean the full pathway, sanitize the cooler connection, replace a stained hose, and leave the daily routine in better shape than we found it.
Uneven hopper use wears one burr set faster and the doses drift apart. We weigh both sides, measure the burr gaps, recalibrate each hopper, and replace burrs past their tolerance.
Usually a foreign object, bridging beans, or an oily throat. We open the grinder, clear and clean it, check the burrs, and replace them if they've chipped.
Most are firmware hangs. We confirm software versus hardware, reflash from a known-good image, and swap the controller board only when it has actually failed.
Network settings drift, the comms module fails, or a sensor goes silent. We check the network, reset telemetry, test the sensors, and replace the module where needed.
Either the cleaning tank's level sensor is misreading or the return line is blocked. We watch the cycle's stall point, clear the line, and replace the sensor if it's the cause.
Your coffee emergency ends here
Call or submit the form. We confirm your address, model, and the issue.
An experienced technician arrives, runs full diagnostics, and identifies the root cause.
You receive a flat, itemized quote. Nothing proceeds without your green light.
We complete the repair, run a test cycle, and walk you through what to watch for.
Parts on the truck
The record
Wholesale coffee account with espresso bars in 12 cafes. They handle service across our entire wholesale fleet. We refer them to every new account.
*Estimated based on the approximate distance from our nearest service centre, average commute time, and median service-call length for one machine. Prices in Canadian dollars (CAD $). Final quote provided on-site after diagnosis.
FAQ
20 answers covering service, repair, parts, installation, warranty, and edge cases.
Updated June 2026
We can, and we do. The neo is built on the same B&W4 platform as the rest of the family, so the brew unit, grinder, boiler, and milk system knowledge transfers directly. Truly neo-specific parts get ordered per job, and we tell you the lead time before committing you.
The milk side, like every machine in this family. Auto-Steam Master foam texture drifts when protein builds up or the air metering wanders, and the milk pump's suction line is the next usual suspect. Both are caught early by honest daily cleaning, and both are single-visit repairs when they do land.
The cycle probably never completed, or the counter never reset, and an exhausted filter cartridge produces the same nagging. We verify the cycle, reset the counter through the service menu, and match the hardness setting to your actual water so the schedule stops lying.
Yes, provided the volume spreads across the day rather than landing in one 90-minute crush. Breakfast-heavy sites push the milk system and steam boiler hardest exactly when the machine is busiest. If your mornings regularly outrun it, the full-size Black & White 4 is the honest recommendation.
Try one controlled power cycle; most freezes are firmware hangs and clear immediately. If it freezes again the same week, call, because repeat hangs usually mean a firmware issue worth reflashing or, more rarely, a controller on its way out. We test which it is before quoting.
Dual-grinder machines wear unevenly when one bean gets most of the orders, so one side's dose drifts while the other holds. We weigh output from both grinders, measure burr gaps, and recalibrate each hopper to its own target. It's routine work and it restores the balance the same visit.
Mostly no, because so much is shared across the platform: seals, milk-system components, sensors, and grinder parts interchange with the family. Components unique to the neo can carry newer-part pricing and slightly longer lead times. We quote both the part and the wait honestly before you decide.
Three things: that hoppers, water, and milk are actually topped up, that drawers and trays are seated properly, and what exactly the screen says, photographed if possible. Those thirty seconds of checking solve a surprising share of calls on the spot. If a code is showing, read it to us when you call; it decides what goes on the truck.
Flat rate for the visit, parts billed at their actual cost on top. You'll hear the rate when you book, and for bigger jobs we quote in writing on-site before any work starts. No estimate that balloons mid-job.
Same-day in most cases. Call in the morning and a technician is usually on-site before the day is out; calls placed later in the day book for the next morning. Urgent breakdowns get priority routing.
The GTA and most of the Golden Horseshoe: Toronto through Mississauga, Vaughan, and Markham, out to Oshawa, Hamilton, and Niagara. If you're not sure you're in range, call and we'll tell you straight.
No. We work call by call. Plenty of customers put us on a maintenance schedule eventually, but that's their choice after seeing the work, never a requirement.
Parts carry their manufacturer warranty, and we stand behind our labour: if the same fault recurs, call us and we'll review it. Specific terms are discussed upfront on each job, not promised in marketing copy.
On-site whenever possible, which is most of the time. If a job genuinely needs the bench, like a full boiler rebuild or major electronics work, we'll say so before anything leaves your building.
Call us or send the form on this page. We confirm the machine, the fault, and a time window the same day. If it's urgent, say so and we'll route the nearest technician.
Diagnosis first: we confirm the fault, tell you what caused it, and quote the fix before touching a wrench. Most repairs finish in that same visit because the common wear parts ride on the truck.
High-wear parts for the platforms we service constantly ride on the truck. Anything else we order, usually next-day where suppliers allow, and we tell you the lead time before committing you to anything.
Usually, yes. We service legacy machines for as long as parts can be sourced, and we're honest when a repair stops making financial sense against a replacement. You get the math, you make the call.
Often, but that's not the pitch. We quote against the actual work, not a factory pricing book, and we'll tell you when a manufacturer warranty claim is the better route. Transparency is the value; the price usually follows.
Yes, and we do it by default on the way out. Half of repeat faults trace back to skipped daily cleaning or wrong routine, so the technician walks your team through what actually matters before leaving.
Newer machine or not, the diagnosis comes before the invoice.
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