Re: em6910 problem...sunbeam customer service...pathetic!!!
My point is i dont mind paying the labour. But I want to pay it for the guy that actually do the work for me. Having said that, the hotline customer service is very good
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Re: em6910 problem...sunbeam customer service...pathetic!!!
Seems a pretty good price for collar replacement... IIRC others have been charged much more for this job. As always, I guess its up to the individual agent to set their own price >Originally posted by 6C6A7876736A711F0 link=1242812958/29#29 date=1243927776i got back my machine from the service agent. Cost me $123 to replace the collar. A new start for me~~

FWIW Ive had a similarly negative experience with one of Sunbeams approved repair agents - same problem as BeanMonkey described above (water leaking internally) - they phoned to say the machine was "fixed and ready to be picked up". When I got it home though, the problem was still there. Rang sunbeam, who looked up the report the agent gave them - which was that they couldnt replicate the fault and had done nothing.
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Re: em6910 problem...sunbeam customer service...pathetic!!!
AM: thx for the advice~~currently out of beans~~have to roast up some tomorrow
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Re: em6910 problem...sunbeam customer service...pathetic!!!
FxxK that agent, he doesnt advise me to the "proper" service agent. And i didnt knoW that before~~my bad . I learn my lession
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Re: em6910 problem...sunbeam customer service...pathetic!!!
You only need to lock it as far as required... Firm and then run ya shot... If it starts to leak etc or move back... Then assuming dose is correct... Add a bit more to lock it in... If it is at 7:00 as mine was.... Why force it to 6:00 as that is stressing it...Originally posted by 6F697B757069721C0 link=1242812958/29#29 date=1243927776Now it needs a lot of force to lock the PF at 6 oclock position. It wasnt like that when i first purchase the machine. Is that normal?
Like many things the marking are an indicator... Not a rule never to be broken.
AM - Just in from work... Hilton Melbourne..
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Re: em6910 problem...sunbeam customer service...pathetic!!!
Didnt I already say that?
Originally posted by 467A677C767760757D76120 link=1229919561/54#54 date=1243246170Sunbeam have many repair agents but only a handful are trained and authorised to service the 6910s.Originally posted by 525354544F454748260 link=1229919561/56#56 date=1243419643Got an update on my saga.I submitted an essay (3 page word doc copy/pasted into the comments field on their web form).They called me today and explained that theyd talked with the Agent and told them not to even look at the twin thermoblock machines as they are not trained to service them.Also they advised that I can take my machine to the Ashfield agent and get it fixed up on Warranty.Not a bad result, Im glad they talked to those cowboys in Pennant Hills....Originally posted by 67484143546B47484741434B434852260 link=1229919561/57#57 date=1243686944I am sure that TG will take some warm fuzzys from one agin being 100% correct as to Approved Service agents..
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Re: em6910 problem...sunbeam customer service...pathetic!!!
i got back my machine from the service agent. Cost me $123 to replace the collar. A new start for me~~
Now it needs a lot of force to lock the PF at 6 oclock position. It wasnt like that when i first purchase the machine. Is that normal?
O! one more thing. Everyone in Melbourne, if you have problem with the em6910, call the sunbeam hotline first before consider taking your machine to the service agent. It is because the service agent doesnt actually service 6910. Theyll send the machine to North Melbourne for all the repairing. I paid $70 labour for someone who didnt do the work for me >
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Re: em6910 problem...sunbeam customer service...pathetic!!!
I spare fellow snobs of the sager I went through with my EM6910, but Ive just spent all night tearing the bugger apart, and after carefully looking and looking and looking, I discovered the problem.
Original Issue:
When stopping the shot the pressure is not released and no popping sound is heard
Secondary Issue:
Not enough pressure to run a proper cleaning cycle using the cleaning tablets. All due to the stupid silicone basket seal not sealing.
Sunbeam sent out a silicone O-Ring to go between the group seal and the top of the unit. Inserted that and ran a cleaning cycle. BINGO!! Now I had insant pressure loss when finishing the shot, but still no pop.
Went to repeat the cycle and I could see water coming from under the unit. Thats right, water was coming out of the guts of the unit. I ceased using the unit and reported it to Sunbeam. They wanted me to take it to the repair guy at Ashfeild. Like Im going to take it there and have him tell me its rooted.
So, like I was saying I took a screwdriver to it and investigated.
Turns out that the waste hose had popped off the bottom spout. Was pretty hard to get to it, but what I ended up doing was removing the plastic waste spout and hang the hose out there. Will get a longer hose as its a little short.
So, in short you have a hose that is about 4mm ( Inside diameter ) and trying to remove water and traces of coffee through a brass nozzle that is about 0.5mm.
Where is the logic in that design? What I find disturbing is that Sunbeam always seem to have something to send out to give you a fix. "Oh here is a silicon O Ring cause we didnt take into account that the group head would somehow change shape and youd need this to compensate for the seal not working correctly.
So, tomorrow I will try and use the unit and see what happens.
Update: TaDa!! All sorted and seems to work better than new. Not taking anywhere near as long to reach full presure.
One prob though, is sometimes one of the solenoids makes loud buzzing noises, but not always. Does that mean its on its way out?
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Re: em6910 problem...sunbeam customer service...pathetic!!!
Here is a tip of mine for the leaking, if its of any use whatsoever.
As you know with my (former) baby, every in between fortnight, I unscrewed the shower screens, removed the blue seal and gave it all a good scrubbing (or wiping, with the seal!) One time, I put it all back together afterwards and starting finding I was getting some leaking and thought, oh-oh already???
Persisted with it but did my normal clean four weeks later and put it all back together again and voila, no leaking again whatsoever. So it turned out that I must have seated either the seal or the shower screens slightly askew.
So I guess one of my suggestions for the leaking is take your shower screen assembly apart (Id recommend doing this anyway around once a month for a clean and seal check) and put it all back together again. You may find that its just seated a little bit out, particularly if you replaced the seal yourself.
Also, if you are regularly taking it apart for a clean and checking the seal, you can order another one at the first sign of any trouble whatsoever and have the seal pre-ordered and ready once it goes.
Cheers
Di
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Re: em6910 problem...sunbeam customer service...pathetic!!!
The issue is not so much up dosing but HOW much... Thus the 5 cent piece is a good guide.Originally posted by 4E485A545148533D0 link=1242812958/24#24 date=1243254604AM: When im pulling my shot, there is water leaking around the brew head. I changed the seal 3-4 months ago. My point is, it still leaks after i changed the seal. Therefore, I think it is the collar.
I reckon, I over wound the collar by frequently updosing. I remember your pervious post saying constently updosing can over wound collar.
Originally posted by 4E485A545148533D0 link=1242812958/25#25 date=1243255815AM: My 6910 is an early version. I can find the sweet spot using the "dual wall basket" test. But when i make coffee, i can never get a correct flow rate (using noraml double basket) when the pressure gauge reaches the sweet spot. The shot is always too fast. When i set the grinder finer (putting the same amount of coffee), the pressure gauge goes to 3:00 oclock position. Then i can get a decent shot. My question is, when i get my machine back, i dont want to over wound the collar again. What can i do to get a good shot without putting too much pressure to the machine? I want to slower my shot @ the sweet spot.
But if i underdoes it tends to make a mess inside the basket~~
My routine shot is simiular to the link below ( I always have hanneling issue and mouse tailing issue):
http://www.youtube.com/watch?v=adYqeZHAW8k&feature=related
1: When you go finer... do not tamp as hard..
2: I like to be a bit above the SB sweet spot... And I just balance the issue of Grind Vs Tamp to get it where I want..
NOTE: the quality and type of beans make a big difference...
3: Yes, if you do not have a full PF sloppy basket is the outcome..
I did not like that pour... May be wrong but STALE beans is what it says to me...
Also who knows what basket / volume was run..
So... All I can suggest at the moment is try some different beans... And balance teh grind and tamp...
This link has some great stuff... You may well need to print and read.. Then visit some of the sections when looking at you system... http://home.surewest.net/frcn/Coffee/HowToEspresso.html
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Re: em6910 problem...sunbeam customer service...pathetic!!!
AM: My 6910 is an early version. I can find the sweet spot using the "dual wall basket" test. But when i make coffee, i can never get a correct flow rate (using noraml double basket) when the pressure gauge reaches the sweet spot. The shot is always too fast. When i set the grinder finer (putting the same amount of coffee), the pressure gauge goes to 3:00 oclock position. Then i can get a decent shot. My question is, when i get my machine back, i dont want to over wound the collar again. What can i do to get a good shot without putting too much pressure to the machine? I want to slower my shot @ the sweet spot.
But if i underdoes it tends to make a mess inside the basket~~
My routine shot is simiular to the link below ( I always have hanneling issue and mouse tailing issue):
http://www.youtube.com/watch?v=adYqeZHAW8k&feature=related
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Re: em6910 problem...sunbeam customer service...pathetic!!!
AM: When im pulling my shot, there is water leaking around the brew head. I changed the seal 3-4 months ago. My point is, it still leaks after i changed the seal. Therefore, I think it is the collar.
I reckon, I over wound the collar by frequently updosing. I remember your pervious post saying constently updosing can over wound collar.
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Re: em6910 problem...sunbeam customer service...pathetic!!!
leaking after 1 1/2 years, my money would be on a worn seal (unless you answer internally to AMs question above). They used to be in short supply, not sure if that is still the case, but if not (and you can get one and a spacer or 2) its a 2 min "do it yourself" job, "should" cure your problem
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Re: em6910 problem...sunbeam customer service...pathetic!!!
What do you mean leaking ?Originally posted by 7A7C6E60657C67090 link=1242812958/21#21 date=1243240186I have the same problem~~~LEAKING!!
After serving me for 1 year and a half, I finally have to take it to the sundeam service centre~~And they said it will take 2-3 wks for quote
No coffee for a month~~~not happy at all
1: Head / Collar
2: A group seal
3: Internally
Please explain...
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Re: em6910 problem...sunbeam customer service...pathetic!!!
I have the same problem~~~LEAKING!!
After serving me for 1 year and a half, I finally have to take it to the sundeam service centre~~And they said it will take 2-3 wks for quote
No coffee for a month~~~not happy at all
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