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  • Breville Warranty issues

    Hi all,
    Our home machine, 800 ES developed a leak when under pressure and water was becoming an issue.
    being in the country the only choice (after about 4 phone calls to breville) was to post the machine off for a warranty service.
    its now been over 5 weeks since this all started, still no f#%c@ing coffe at home. Today I had just about reached the end of my tether and gave call number 10 to the Breville team and left no one in any doubt about my displeasure, especially after I found out it was due to be "looked at" in the next few days. But now I have just found out it will be fixed Monday then sent back in the week after that.

    the only phone call I ever received back was a guy offering me a discounted buy price on a new machine about three weeks ago, hardly something I am willing to do if this service is anything to go by.

    Has anyone else gone through the wringer like this with Breville or am I just the lucky one?

    i cannot start to recommend Breville to anyone either, really sad that the service doesn't match what I thought was a good product for the price. For me I will be looking at a Sunbeam or better when I upgrade on the next stuff up of this machine. Of course I would love the cool machine you other Snobbers are using, just not sure I can get it last the minister for everything.

  • #2
    Sadly its just the way things are, Breville are a big company not a specialist retailer, don't expect any better from Sunbeam, they are both in the business of manufacturing throw away appliances.

    If you want service and advice when you run into problems with a machine I suggest you buy from the likes of Coffee Snobs sponsors, they know/value their customers and fully understand the machines they sell.

    Comment


    • #3
      Cheers Yelta, I agree I need to buy better to expect better.

      this is out there as a warning to noobs such as myself as much as it was for me to vent

      Comment


      • #4
        BES 900 Warranty issues

        This machine worked very well from August 2011 until January 2013 when there was a loud clattering noise and there was no pressure when trying to make a coffee. I contacted Breville and the technician said the pump was not working and I should take the machine in for service. I opted to take it to Metrowide Appliances in Hornsby who repaired the machine advising that O-ring seal(s) had perished and need to be replaced. I collected the machine and took it home. I then tried to make a coffee.
        I had no pressure on pre-infusion and barely 1-2 bar on full pressure. Naturally the coffee was not good.
        I returned the machine to Metrowide and on the way home I was called by Wayne who said he had tried the machine and it was fine. I returned to Metrowide and saw Wayne who demonstrated the machine was working well. However the coffee grind being used was almost like flour, very, very fine. I pointed out that my Breville BCG450 grinder that I have been using all the time does not grind coffee that fine.
        I also asked why, if the machine was working correctly, how had I been able to make good coffee all the time with my usual grind prior to the breakdown. The suggestion was that maybe the burr grinder had worn or that I should buy the later and more expensive Breville grinder to get a finer grind. I said I would think about it.
        I then called Breville and expressed my dissatisfaction with the result and they agreed to collect the machine and check it. My contact at Breville, Nyan, told me they had reset the machine to a different setting and it should be fine. The machine was returned but there was no difference. Breville collected it again.
        It was again returned but is still not satisfactory. Breville also sent me a sample of the coffee they use and I sent a sample of mine for comparison. The Breville grind was like that at Metrowide, extremely fine.
        I contacted Nyan again and was told that if I overfilled the filter and really tamped the coffee down quite hard, it would work satisfactorily. Testing this process results in a probably acceptable coffee. There is still little or no pressure on pre-infusion and the full pressure goes up to about 8. However, in the process coffee squirts out of the back of the group head. The same happens if I use the Breville sample coffee.
        I again spoke to Nyan at Breville about the unsatisfactory situation since the last return and was told “I will discuss with my manager and get back to you’.
        No response from Breville.
        I called Nyan again and stated that I wanted the machine replaced or a refund. I was again told “I will discuss with my manager and get back to you’. That was on April 16, 2013. I’m still waiting.
        AS the machine worked well for 16 months with the coffee ground on my BCG450 grinder until January 2013, I fail to see why the problem should be resolved by changing my grind and buying a new grinder to achieve it.
        Right now I am considering taking the machine back to the retailer for a credit under warranty. Really poos service in the end from Breville

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        • #5
          After three more calls today I have been told my machine has been assessed, no mention of what was the fault.
          My machine is still there and not dispatched yet, we are entering week six of this farce. I have been assured I will have it back by the end of the week but I have serious doubts about this. No apologies about the wait and no talk about anything else.
          if it returns with the same fault I will go for a full refund, no way will I be buying Breville unless their customer service system is totally re worked.
          buyer beware

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          • #6
            Screw the wait, just bought a Silvia. Picking it up tomorrow
            Now the journey begins into making better coffee.
            Breville you are sacked.

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            • #7
              Good luck with the Silvia Gaz, you wont regret your decision.

              The first change I would make is to replace the double basket that came with the machine with an 18 gram Synesso, VST or La Marzocco basket, you will find it makes quite a difference, don't even bother with the single basket.

              I imagine the tinkerers will be falling over themselves urging you to PID it at the first opportunity my suggestion is to ignore the advice and learn to use the machine out of the box, two or three days using it will see you pulling shots with the best of them.

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              • #8
                I had 800ES that was also leaking water when under pressure. I contacted Breville about the issue and after a couple of days I received a call back. After clarification of warranty entitlement I was given a job number and told to return the machine back to Store I purchased it from. The store checked the machine, rang Breville, quoted the number I was given and I walked out with a new machine and the warranty was reset! I couldn't ask for better service! Interestingly the store rep said that several machines had been returned with the same fault.

                Comment


                • #9
                  Originally posted by Bilopete View Post
                  I had 800ES that was also leaking water when under pressure. I contacted Breville about the issue and after a couple of days I received a call back. After clarification of warranty entitlement I was given a job number and told to return the machine back to Store I purchased it from. The store checked the machine, rang Breville, quoted the number I was given and I walked out with a new machine and the warranty was reset! I couldn't ask for better service! Interestingly the store rep said that several machines had been returned with the same fault.
                  Wow - how long had it been since you originally bought the machine?

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