How can we help?
General FAQs
WHERE DO YOU SHIP?
We ship to the US and Canada from our Nevada warehouse. If you live elsewhere, please email info@rok.coffee for information or contact one of our distributors here.
DO YOU HAVE A GUARANTEE?
The metal parts of the ROK EspressoGC are guaranteed for 10 years. Non metal parts for 2 years.
If a part fails, email us a photo of the part together with proof of purchase and we will post a replacement to you free of charge. Labour charges are not included in the guarantee as all the parts are designed to be easy to fit at home and no specialist skills or tools are needed.
Presso Smartshot FAQs
Which way round should the silicone screen be fitted?
The stepped (raised) area should face outwards. Flat area inwards.
How much extraction pressure does this machine give?
We’ve designed the Presso Smartshot to perfectly balance the extraction pressure so you get a tasty coffee, cup after cup. Extraction pressures will vary depending on the amount and fineness of coffee grinds. Expect between 6 and 10 bar.
Can I dismantle my unit ?
No. It’s not necessary to take your unit apart. You can clean the black filter disc by removing it from the underside. We will be supplying a service kit in the near future so the o-ring can be replaced. The factory fitted o-ring will last many years and can be cleaned by rinsing the unit through, first with soapy water followed by clean water.
Sometimes the portafilter handle unwinds a little in use. Is this a problem?
An unwinding handle is a sign that the black silicone seal needs a clean. Remove the seal and clean both sides with soapy water. Also clean the round area in the body where the seal locates. Rinse both areas then dry the seal before replacing and using. The silicone screen and portafilter basket (not the wooden handled portafilter body) are also dishwasher safe.
See a video here.
Can I use a ROK naked portafilter in my Presso Smartshot?
Technically you can, but we do not recommend it.
I see that the exit hole on the base of the smartshot basket is not centred. Won’t this cause uneven extraction?.
Actually it will not. This is because the entire basket area above the exit hole is pressurised. The extraction pressure will equalise everywhere between the exit hole and the o-ring. This ensures a very even extraction.
My unit makes a clicking noise when I raise and quickly lower the arms. What’s happening?
Presso Smartshot is designed to be used with hot water. If you raise and lower the arms when dry, it may make a noise. A bit like running an engine without oil. If you wish to reduce this dry-run friction, try this lubrication tip here.
The plunger fails to go completely down at the end of the extraction. What’s happening?
Friction between the sliding o-ring and the inner body can become increased by mineral deposits or even when very new. Try this tip to reduce the friction from our ROK community - first remove the silicone seal (black disk with holes) and raise both lever arms. Using your finger, smear a very small amount of olive oil or margarine onto the inner wall of the cylinder. Raise then lower the arms a few times to reduce the o-ring friction. Wipe off any excess oil with kitchen roll. Replace the black silicone seal and use it as normal.
To watch a demo video go here.
Interested in the relationship between oil and coffee? Go here.
My unit is making a squeaking noise when in use. Is this a problem?
No. Many coffee machines with moving parts make a sound. The noise you may hear is the metal parts moving together when the springs compress. Somewhat like the noise made when cycling. To lessen the noise you can add a little lubricant.
To see a video of where and how, go here.
I have noticed some coffee stains appearing on the base. How can I remove them?
If coffee is left on the base for prolonged periods it can cause some staining. We make a silicone mat which looks great and sits beautifully onto your Presso. Take a look in our webstore.
EspressoGC FAQs
HOW DO I MAKE GREAT ESPRESSO?
Well it could not be easier when using our Smartshot basket. With a standard or naked portafilter you should dial in the grind size and does. Follow these simple steps in this link
HOW DO I PRODUCE GREAT CREMA?
Crema is that lovely foam on the surface of an espresso which is regarded as a sign of good extraction. It's actually an emulsification of oils within the coffee combined with outgassed Carbon Dioxide.
Perhaps the most important factor here is to use freshly roasted coffee as it contains higher levels of CO2.
Arguably the next most important contributor to crema creation is pressure. We recommend our GC model (get the GC Conversion Kit if you have an older Presso or ROK model) used with finely ground coffee. The resistance you feel when pulling down the arms indicates this pressure. Lastly our Smartshot basket is the sure-fire way to create great crema.
WHY AM I NOT GETTING ENOUGH PRESSURE?
Our espresso machine is simple. There's a linear series of events that starts with hot water at the top-end to coffee at the bottom-end. The amount of coffee (dose) and it's fineness of grind that's crucial when using either our regular or naked portafilter. That's because it's the coffee itself that creates the pressure needed for espresso, not the holes in the basket.
If you feel only a little pressure when pulling your shot, then it's normally down to the coffee grind. If you are using pre-ground coffee try completely filling up the basket, tamping down hard and leaving 20 seconds between lifting the arms and pulling down. This 'pre-infusion' allows the grinds to swell. If you're using a grinder then try a finer grind. If you grind your beans, grind finer.
If all else fails you could get our crema-plus portafilter or crema-plus kit. Check out this video for more information.
HOW DO I CLEAN AND MAINTAIN MY ESPRESSOGC?
To clean your ROK EspressoGC, simply remove the portafilter by turning to the right, knock out the coffee ‘cake’ into a bin and rinse off any remaining coffee grounds that may be left on the body. Occasionally wash with soapy water but do not put the ROK EspressoGCthrough a dishwasher. The salts will destroy the high quality finish.
Occasionally, you may want to maintain your EspressoGC more thoroughly. See video here.
See how to clean and polish the metal parts here.
HOW MUCH BAR OF PRESSURE DO YOU GET FROM THE ESPRESSOGC?
This depends a lot on how firmly you press the arms down and how fine the coffee grounds are. In normal usage expect between 5 to 10 bar.
HOW CAN I GET HOTTER COFFEE?
Pre-warm the portafilter - put it in a cup of boiled water for a few minutes (make sure the ROK EspressoGC body is warm and not out of a cold cupboard etc).
Warm up your cups with some hot water before you use them also. Check out our video here - https://youtu.be/vAf9gG_3mYI
HOW CAN I STOP THE PORTAFILTER UNWINDING WHEN I PRESS DOWN?
After some time there may be a build up of oily coffee residues on the surface of the silicone screen. This creates a slippery connection between the silicone and the steel basket. This can be solved by cleaning the surfaces with a cloth soaked in warm soapy water. Drying the two surfaces before pulling a shot also helps.
Follow the step by step video here
DOES THE ROK ESPRESSOGC NEED A PARTICULAR GRIND?
The coffee grind should be specifically for making espressos. The grind should be fine. If it’s coarse, the water will pass through too easily so it won’t create enough pressure. If it's too fine it might be too dense and create too much resistance.
If your are looking for great grinds we suggest having a look at our ROK GrinderGC.
CAN THE ROK ESPRESSOGC PRODUCE A SINGLE ESPRESSO?
Of course you can. It's been designed to make a double espresso but using the supplied accessory splitter-spout you can make two single espressos.
IT'S HARD TO PULL THE ARMS DOWN - WHY?
If the arms are too hard to pull down, STOP. The coffee might be too fine or tamped too densely.
Empty the portafilter and try one of the following:
- Use a less fine coffee.
- Tamp with less pressure.
- Reduce the amount of used coffee.
- Try both 1,2 & 3 above.
HOW DO I FIT A GC CONVERSION KIT?
Watch our step by step video, here.
WHY IS MY GC CONVERSION KIT LEAKING?
If the upstanding 'teeth' on the silicone screen are not matched to the cavities in the body, then it can leak. If you run your finger over the circumference and feel lumps then try refitting it.
See our step-by-step video here:
GrinderGC FAQs
MY ADJUSTMENT WHEEL IS STUCK. WHAT CAN I DO?
The wheel may have been over-tightened. Follow our video to get it operational. If the main handle unwinds when the adjustment wheel is turned, then follow this video.
THE ADJUSTMENT WHEEL UNWINDS WITHOUT ADJUSTING THE BURRS.
When the machine is new, the wheel can occasionally 'freewheel'. If this happens, try jiggling the main arm. A click can be heard when it drops down. Alternately, check out this video.
HOW DO USE AND ADJUST THE COFFEE GROUNDS?
Watch our unboxing video to get you underway
MY BASE HAS LOST IT'S STICKINESS. WHAT CAN I DO?
Newer versions of the ROK grinder feature a silicone base which is grippy, not sticky. Older versions of our Grinder feature a sticky Polyurethane base. This video shows how to clean the base.
HOW DO I REMOVE THE BURRS?
We recommend that you simply knock out old grinds before adding new beans.
If you have disassembled the burrs this video will help you:
W1 Filter FAQs
DOES THE W1 REQUIRE SPECIAL FILTER PAPERS?
Some pour-over filters use expensive custom filter papers. We at ROK purposely designed the W1 to take generic, inexpensive conical papers which are readily available. Ensure you buy the simple cone shape paper in a two cup size. Size 02 for the Hario V60 works well.
I UNDERSTAND THE BODY IS MADE PROM A BAMBOO COMPOSITE. IS IT FOOD SAFE?
Recently the Dutch food and product safety authority, NVWA advised to ’no longer use bamboo plates’. Ref https://netherlandsnewslive.com/nvwa-advice-no-longer-use-bamboo-plates/89392/
As the ROK W1 Filter uses Bamboo we felt it necessary to set the record straight. In recent years much has been written about Bamboo composite materials and their food safety. We chose Bamboo composite for good reason. Grown sustainably, Bamboo is a great carbon sequestrator, is stable and tough and if it eventually goes to landfill, it degrades naturally and is a good fertiliser due to its high Nitrogen content.
When we first researched this material we questioned its safety as a food contact material. Bamboo composites generally use Melamine as a binding agent. Melamine has been used for a generation for children’s plates and cups as it’s very durable. The latest findings indicated that some Melamine resins may leach Formaldehyde at higher temperatures.
So we set out to find and test a variant that we can be confident in.
The strictest standards are specified in Commission Regulation (EU) No 10/2011 and FDA’s CFR 21. Most tests for specific migration use 70 degrees C as a test temperature, but as the W1 Filter may be exposed to 100 degrees we specified our own test to meet and exceed a ‘foreseeable use’. We decided on 100 degrees C for 30 mins. Basically, boiling the filter in slightly acid water for 30 mins, then testing for any leaching. The permissible amount of Formaldehyde is 15 mg/kg. Our test result was thirty times less at 0.1 mg/kg. This gave us the confidence to continue with this material.
WHY HAVE YOU CREATED THE W1 FILTER?
We always strive to help people craft the best coffee possible, without expert Barista skills.
Watch our movie here.
Zero Jar FAQs
I SEE THERE IS A HOLE AT THE CENTRE OF THE LID. WON'T THIS SPOIL THE SEAL?
Coffee beans and grounds release CO2 which should be allowed to 'de-gas'. Carbon Dioxide is 1.5 heavier than ambient air and when undisturbed will remain amongst the coffee inhibiting oxidisation.
I GET COFFEE GROUNDS ON THE O-RING WHEN USING ZERO JAR WITH GROUND COFFEE. IS THIS A PROBLEM?
It's best to wipe off excess grounds from the o-ring with your finger. This will ensure the o-ring rolls upwards when inserting the plunger/lid.
SOMETIMES IT FEELS THAT THE O-RING DOES NOT FULLY SEAT DOWN.
We suggest that you twist the plunger handle a quarter turn when it's fully depressed.
