My Pinter Pack's best before date is before 9th May 2022. Can I have a refund?
Our standard returns policy applies for all Pinter Packs. If your Pinter Pack was delivered more than 14 days ago, you will not be eligible for a refund. We can confirm that you are still able to safely brew all Fresh Presses in the Pinter as long as the Carbonation Dial is set to 'OFF'.
I'm already brewing, can I have a refund for this Pinter Pack?
If the Pinter Pack has been opened and used, you are not eligible for a refund for this.
Can I have a refund for my Pinter Pack?
If you have a Pinter Pack that has not yet been used, as per our standard returns policy, you are able to receive a refund if you notify us within 14 days of receipt of delivery.
What is the issue with Pinter 2 and Co-Pinter 2?
The cause of the issue is unclear as of yet; we are investigating urgently. Our safety advice is to brew solely reduced carbonation beer or cider on Carbonation Dial setting ‘OFF’ as a precaution. It is important that you follow this until we’re able to advise otherwise.
We will update all of our customers on our investigation again on the 9th May. We can confirm the issue is only with Pinter 2 and Co-Pinter 2 machines. Pinter 1 is not affected.
Are any other products you sell affected?
No, this issue is only impacting Pinter 2 and Co-Pinter 2 and no other products.
How will I know if I’m impacted by this issue?
All Pinter 2s and Co-Pinter 2s may be affected by this issue. If you own a Pinter 2 or Co-Pinter 2, you should have received an email from us on 19th April notifying you of the issue.
How do I tell which Pinter I have?
Pinter 1 is unaffected by this issue and all customers with a Pinter 1 can continue to Fresh Brew as normal.
You can identify if you have a Pinter 1 or a Pinter 2 by checking what material the outer casing is made of.
If you have a Pinter 1 the outside of your Pinter will be plastic.
If you have a Pinter 2 or Co-Pinter 2 the outer casing will be metal.
I have more questions – where can I go to get them answered?
If your question has not been answered in our FAQs, please go to our contact page to get in touch, or use the chat icon on the bottom right-hand side of our website.
How long will the investigation take?
We are committed to updating affected customers by 9th May.
If you discover an issue, will you repair or replace the Pinter 2 and or Co-Pinter 2?
We need to take time to investigate this properly and we will update all customers by 9th May and when our investigation is completed. Only once we’ve completed the investigation can we determine who is affected and to what extent, and proceed to take the relevant actions.
Can I have a refund for my Pinter 2 and or Co-Pinter 2?
Your statutory rights are not impacted. We are a small business and would appreciate your patience while we modify your Pinter. Thank you for your understanding.
How do you know that brewing on ‘OFF’ setting is safe?
The reports indicate that the unconfirmed issue takes place when brewing under pressure. Brewing with the Carbonation Dial setting to ‘OFF’ means there is no pressure, which removes any risk.
How do I ensure my Pinter 2 and or Co-Pinter 2 is safe to use?
We ask that you only brew beer by setting the Carbonation Dial to ‘OFF’ until your Pinter 2 and/or Co-Pinter 2 has been modified. Brewing with the ‘OFF’ setting involves no risk.
Is there a risk of having a Pinter 2 and or Co-Pinter 2 in my house?
No, but the Pinter 2 must be used only on carbonation setting 'OFF’ which is for brewing reduced carbonated beer until your Pinter has been modififed. Reduced carbonated brewing, on setting 'OFF', involves no risk whatsoever.
How did you become aware of the issue?
We have received a very small number of unconfirmed reports of the Pinter 2 failure. Reports indicate that, under pressure, the rear of the Pinter 2 or Co-Pinter 2 detaches from the equipment case, which may cause damage or harm. Any time issues are brought to our attention, we take them very seriously and ensure we thoroughly investigate.
What is the extent of the issue?
We can confirm from reports and investigations, this fault affects less than 0.06% of all Pinter 2 and Co-Pinter 2 machines. Our customers’ safety is paramount to us, which is why we are taking this incredibly seriously despite the minimal number.
As a precaution, Pinter and Co-Pinter 2s are off sale until we’re completely confident the issue is resolved. You are still able to make Fresh Beer in the meantime, but we ask that you brew with your Carbonation Dial on the OFF setting.
What beers are most suitable to brew on the ‘OFF’ Carbonation Dial setting?
The following beers are most suitable for brewing on the ‘OFF’ Carbonation Dial setting:
- Dark Matter Stout
- Lost in Translation Brown Ale
- Public House IPA
How do I tap reduced carbonated beer?
Tap with the handle at 90 degrees. With the Carbonation Dial set to ‘OFF’, there will be less pressure present in your Pinter. To aid with tapping our guidance is to tap at 90 degrees. Essentially this means pulling the tap as far as it will go.
My Pinter 2 leaks when I fill it when brewing on ‘OFF’, why is this?
For brewing and conditioning, you should set the Dial to ‘OFF’. However, for filling and shaking, please turn to 1. Then turn the carbonation dial to ‘OFF’ and continue at ‘OFF’ for the rest of the steps, including conditioning. This is to ensure that the Fresh Press does not come out of the valve when filling and shaking.
Should I brew the entire time with the Carbonation Dial to ‘OFF’?
Yes, for brewing and conditioning, you should set the Dial to ‘OFF’. However, for filling and shaking, please turn to 1. Then turn the carbonation dial to ‘OFF’ and continue at ‘OFF’ for the rest of the steps, including conditioning. This is to ensure that the Fresh Press does not come out of the valve when filling and shaking.
UPDATE ON THE PINTER 2 AND CO-PINTER 2 SAFETY ADVICE
We have recently received a few reports of select Pinter 2 failures. These reports indicate that, under pressure, the rear of the Pinter 2 or Co-Pinter 2 detaches from the equipment case, which may cause damage or harm.
Over the past few weeks, we have carried out our investigation and have a solution to this rare issue with Pinter 2. We will be modifying Pinter 2s and Co-Pinter 2s, free of charge. The modification will ensure that the Pinter is completely safe, enables you to make fully carbonated beer and will also reduce foam coming from the tap when pouring at 45 degrees.
Our investigation was carried out by our internal Product Development team, quality assurance testers and external experts who have validated our findings and solutions. The investigations confirmed that in extremely rare instances (just 0.06% of Pinter 2s) the internal Pinter bottle can become compromised.
In order for us to modify Pinter 2s, we have sent all Pinter 2 and/or Co-Pinter 2 customers a form to their email address, along with this update. Please complete this form by 23rd May. We will be in touch by 1st June to provide information on how you can return your Pinter. Returns will start after this date and we are aiming to return your Pinter within 10 working days.
If you have not received this form, please contact our Customer Care team.
In the meantime, as a precaution, please continue to safely brew with the Carbonation Dial set to OFF, as this entirely removes any risk of failure. If you have any questions, please check the Pinter 2 Safety Advice page.
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