Buffet Enhancements International, Inc.

Product FAQ

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Q: The chocolate fountain is not heating properly. My chocolate will not melt or does not stay melted.

A: First, make sure you are not operating the fountain in unusually cold conditions or underneath a vent.
If not, you should perform a Water Test to make sure the heating element is functioning properly using the following instructions:

Set the base on a level surface and plug in the electrical cord.
Fill the bowl with water that is room temperature. The water should be about 3/4 inches to 1 inch deep in the center of the fountain. The water level should be right below the top of the tower pins.
Set the switch to run the heat only. There is no need to run the motor.
Set the thermostat to 250 degrees, the highest setting.
Let the fountain heat the water for 1 hour.
After 1 hour, measure the temperature of the water using a thermometer.
If your heating element is functioning properly, the water should reach a temperature of 140 degrees or above.
If your temperature reading is below 135 degrees, please fill out a Support Ticket to begin the repair process.

Q: The chocolate fountain will not power up.

A: Here are a few possible causes and simple solutions:

Check to see if the power cord is plugged into the fountain and into a wall outlet.
Next, check to see if the breaker has been tripped. If so, reset the breaker and try to turn the fountain on again.
If available, replace the power cord. If you do not have an extra chocolate fountain power cord, try using the one from your computer.
Plug in another electrical appliance to the outlet to see if the wall panel has power.
Check to see if the wall panel breaker has been tripped. If so, reset that breaker.
If all these test check out and your fountain still will not come on, please fill out a Support Ticket to begin the repair process.

Q: I have a loud unusual noise coming from the chocolate fountain that is not normally present.

A: Possible causes & solutions:

The auger may not be seated properly onto the auger drive pin. Make sure the cross bar on the drive pin (coming up from the bowl) fits in the grooves on the bottom of the auger.
The drive belt is either too tight, too loose, broken or not properly seated. See instructions on inspecting and changing the drive belt.
The drive belt pulley is loose and needs to be tightened or replaced. See instructions.
The Quiet Crown is not properly seated on the auger. Reset the crown on the auger, making sure that the center bushing fits all the way over the auger.
Shaft bearings have seized or become loose. Fill out a trouble ticket to begin the repair process.

Q: How do I set up the fountain?

Place the base unit shipping crate on a stable surface.
Remove the base unit and place it bowl side down.
Screw the leveling feet fully into the base unit.
Turn base unit over and place on the table when the fountain will be used.
Place a level on top of the bowl directly in the middle of the bowl.
View the sight glass on the level and adjust the leveling feet accordingly.
Rotate the level 90 degrees and repeat the leveling procedure.
Place the tier assembly shipping crate on a level surface.
Carefully remove the assembly and place onto the base unit using the alignment pins to properly align the assembly. (Note: The tier assembly will not go down fully onto the base bowl). There are standoffs manufactured onto the alignment pins for the proper flow of chocolate.
Carefully place the auger assembly in to the tier assembly and make sure the drive pin alignment slot is properly seated onto the drive shaft alignment pin.
Repeat the leveling procedure again with the level placed on different areas of the base bowl.
Place the Quiet Crown on top of the tier assembly and insert the auger into the auger bushing and press down firmly until the Quiet Crown is properly seated.
Repeat the leveling procedure again with the level placed on the Quiet Crown. This will ensure a proper flow of chocolate when the fountain is running.

Q: How do I return product for repair?

A: First you MUST request and receive an RMA (Return to Manufacturer Authorization) number and form.
You can use our Support Ticket System to request your Return Authorization. Be sure to include all pertinent information (account, invoice, serial number, etc.)

Product returned to the factory without prior return authorization and an RMA number and accompanying Return Form will not be accepted.

You MUST follow these guidelines to ensure a full refund and/or timely return of your repaired product.
You will be responsible for any damage incurred during return shipment if you do not package the item properly.

Use the original box and packaging materials if they are available and undamaged.
If the original packaging is not available or is in poor condition, use the following:
Cardboard box.
Styrofoam to line the box.
Bubble wrap/air bags.
Use PACKING Tape.
Peanuts for heavy items to fill space and ensure that the item does not move inside the box.
Chocolate fountains must be shipped in their carrying case AND enclosed in a cardboard box.
If the chocolate fountain is not shipped back to Buffet Enhancements its chocolate fountain case, your fountain will be shipped back to you in a chocolate fountain case and you will be charged accordingly.
Chocolate Fountains returned un-cleaned are subject to a cleaning fee.

Clearly mark your box with RMA#

Fax signed copy of your completed Return Authorization Form to 800-990-9373 to avoid delay in return process.

Include your original signed Return Authorization Form with the product being shipped back to our factory.

Q: How much chocolate do I need to run my fountain?

A:

The recommended capacity for the large American Chocolate Fountain is 18 lbs (8.16 kg) of melted chocolate.
The recommended capacity for the medium American Chocolate Fountain is 16 lbs. (7.25 kg) of melted chocolate.
The recommended capacity for the small American Chocolate Fountain is 9 lbs. (4.08 kg).
The maximum capacity for the large American Chocolate Fountain is 20 lbs. (9 kg) of melted chocolate.
The maximum capacity for the medium American Chocolate Fountain is 18 lbs. (8.16 kg) of melted chocolate.
The maximum capacity for the small American Chocolate Fountain is 10 lbs. (4.53 kg).
The minimum capacity for the large American Chocolate Fountain is 16 lbs. (7.25 kg) of melted chocolate.
The minimum capacity for the medium American Chocolate Fountain is 14 lbs. (6.34 kg) of melted chocolate.
The minimum capacity for the small American Chocolate Fountain is 8 lbs (3.63 kg).

Do not use the fountain unless the chocolate is thoroughly melted. Doing so can result in a improper flow of chocolate or damage to the fountain.
The chocolate can be placed directly into the bowl and melted with the heating element of the fountain or by placing the chocolate into a microwave oven.

Q: I am having problems with my chocolate flow. The chocolate is not flowing properly.

A: Here are some possible causes of this problem:

You may need to burp your fountain. This is the most common cause of interrupted chocolate flow.
Air pockets form in the chocolate as it travels up the auger. Simply turn off the motor (auger), letting the chocolate settle in the bowl and then turn the motor on again.
The chocolate may not be fully melted. Using a candy thermometer measure the temperature of the chocolate. The temperature should be around 110 degrees.
You will need to set the temperature control knob on the base of the fountain slightly higher than 110 degrees to account for heat displacement.
The temperature may be set too high causing the chocolate to burn. Chocolate is a very delicate food and should be melted slowly and carefully to prevent scorching.
If the chocolate is burned, you will most likely be able to smell and taste it. Burned chocolate will usually form clumps that will interfere with perfect chocolate flow. Burned chocolate has a very undesirable taste. It is best to start over with fresh chocolate.
You may need to add more vegetable oil to your chocolate even if you are using chocolate that does not require oil to be added. As the chocolate heats up and begins to flow in the fountain, oil will evaporate from the chocolate.
The higher the cocoa butter content in the chocolate, the less oil it will require. For instance, white chocolate has little or no cocoa butter and will require more oil than dark chocolate.
If you are using a chocolate that does not already have oil added, a good rule of thumb is to use 1/2 cup vegetable oil per 5 pounds of chocolate.
Your fountain may not be level. Adjust the leveling feet on the bottom of the fountain.
Make sure your tiers are level as well. A quick trick to leveling tiers is to use a wooden skewer or other clean instrument to push down on the top of the tier where the chocolate is gapping. That will usually level the tier and correct chocolate flow.
Make sure your chocolate fountain is not placed underneath an air-conditioner vent. Cool air can change the temperature of the chocolate and require the fountain temperature to be raised. It can also blow the chocolate to one side, causing an interruption in the flow.

Q: My chocolate fountain stops running in the middle of normal operation.

A: Here are possible cause and solutions:

Make sure that the fountain is receiving proper airflow.
The leveling feet must be attached to the base when the fountain is running to ensure proper airflow. If the leveling feet are not attached, the fountain will run hot. The leveling feet also are used to create a uniform flow of chocolate during operation.
We do not recommend running the fountain when it is encased in any type of cabinet. Doing so may void your warranty because the motor is more likely to overheat due to insufficient airflow.
Check to see if the power cord is still plugged into the fountain and into a wall outlet.
Next, check to see if the breaker has been tripped. If so, reset the breaker and try to turn the fountain on again.
If available, replace the power cord. If you do not have an extra chocolate fountain power cord, try using the one from your computer.
Plug in another electrical appliance to the outlet to see if the wall panel has power.
Check to see if the wall panel breaker has been tripped. If so, reset that breaker.
If all these test check out and your fountain still will not come on, please fill out a support ticket to start the repair process.

Q: Should I store my fountain with or without the leveling feet?

A: Always REMOVE the feet from the fountain before placing the base in its case.
Storing or transporting the base with the feet attached can result in damage to the feet as well as tearing of the foam case insert.

Q: What do I do if the chocolate hardens in the base of the fountain before I have had a chance to clean it.

A: First, turn ONLY the HEAT on the fountain.
Allow the chocolate to melt. Once the chocolate is melted, unplug the fountain and clean as normal.
DO NOT TURN THE MOTOR ON. If you turn the motor on when hardened chocolate is present in the base, the motor could become damaged due to it's inability to turn.

Q: Should I use a drip guard with my American Chocolate Fountain

A: Using a drip guard is not required to operate the fountain, however it sure does make things easier.
The drip guard extends the drip area around the fountain to conserve chocolate, protect table linens and keeps the base of the fountain clean from messy drips.
The cost of a drip guard is a small price to pay to protect your chocolate fountain investment.

Q: Can I place my fountain in the dishwasher?

A: You can place ONLY the tiers, cylinder, auger and top crown in the dishwasher.

DO NOT DISHMACHINE WASH or SUBMERGE the FOUNTAIN BASE.

The chocolate fountain base contains electrical components that will malfunction and cause preferment damage if submerged in water.

Q: What is the best way to clean the base of my fountain?

A: First, wrap Plastic Cling Wrap around the fountain base, covering the vent holes and logo cutout.
Carefully dispose of leftover chocolate by pouring it into a garbage can.

Do not pour excess chocolate down the sink. The chocolate will harden and cause damage to your pipes.

Try to wipe the leftover chocolate from the bowl by using paper towels. An easy way to clean the fountain is to turn it on its side so that the bowl is positioned over a sink. Be sure the plastic wrap is still in place. Using a kitchen sprayer and very hot water, spray the bowl, melting away the small amount of residue left by the chocolate.

Q: How do I make different shapes with my chocolate fountain?

A: Only the American Chocolate Fountain has an adjustable tier system that allows any size tier to be placed anywhere along the cylinder of the fountain.
You can experiment with your chocolate fountain or view our Chocolate Blog for shapes that we created. Let your imagination be your guide!

Q: Why is my chocolate fountain smoking from the base? It smells like scorching.

A: It is possible chocolate has entered the fountain base through the vent holes beneath the bowl and is in contact with the heating element.
Sometimes when tipping or overfilling a fountain, chocolate can enter the base through the ventilation holes. It is a good practice to occassionally remove the base of the fountain and carefully clean out any chocolate that has managed to find its way into the base.

Q: How do I order spare or replacement parts for the American Chocolate Fountain®?

Begin by submitting a support ticket, choosing the "Request spare parts" Category.
To help speed up your request please provide:

Detailed description of the part required.
The original invoice number.
Product serial number.

If purchased through a distributor, please provide the date of purchase & distributor’s name.

Q: How do I prepare Bellagio Sipping Chocolate in my Chocolate Shot™ Machine?

We have posted step-by-step instructions on preparing a 2lb bag of Bellagio Sipping Chocolate in the Product Instructions section of Product Support.