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  • #16
    Re: machine has died, need advise for replacement

    Firstly, get more pushy with Sunbeam and ask to speak to a manager if the person on the phone is giving you the run around. Explain to them what the repairer has said to you and that he is asking for money for repairs, I d not think they are allowed to do that.

    Make it known that you are not happy with the way you have been treated up to now - without getting aggressive and tell them you are pretty frustrated, considering you spent $700 dollars on this machine and 14 months later it no longer works properly.

    They will come to the party and do what they can to help.

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    • #17
      Re: machine has died, need advise for replacement

      First of all I wish to say a big thank you to everyone for your input

      Tomorrow Sunbean are going to get yet another phone call and yes I will be asking to speak to the manager!
      I shall let you all know the outcome.

      But for now regardless of the outcome can anyone suggest a good grinder?
      How much do I have to spend in order to get a decent one?

      We are using a krups GVX2 at the moment but apparently according to javab it is more of a crusher than a grinder!

      I know that the rancilio rocky has a good reputation but its $450.00

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      • #18
        Re: machine has died, need advise for replacement

        Id say as a bare minimum, something like the Iberital Challenge is excellent. I had one up until I got my mazzer mini. The Iberital has infinite grind adjustement which is necessary for dialling in the right pour.

        I bought the Iberital after struggling with the Sunbeam EM0480 for a few months. The Sunbeam is a great grinder for the $$$, but you cant dial it in as the steps are far too large. But if thats your budget, then get it, but you probably will end up upgrading from it.

        Having said that, whats your budget? Get a Mazzer Mini or something of its calibre if you can afford it.

        Javabeen roasting today, Costa Rican in fact ;D

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        • #19
          Re: machine has died, need advise for replacement

          kaceb when you speak to Sunbeam keep your cool, be nice, play dumb.
          In NSW the consumer laws are written so that a 12 month written warranty by the manufacturers is overridden by the NSW Statutory Warranty.
          What that means is that a $700 machine is expected to last longer than a $100 one.

          $700 is not to be sneezed at.
          Sunbeam warranty the pumps for 5 years.
          It would be expected then that the machine should last at least that long.

          If you ask enough of the right questions you can steer them into making a decision that you want.

          Dont demand anything.
          Let them make the decisions.

          Questions:
          Would you expect a $700 machine to last longer than 2 months outside warranty?
          Why is there a 5 years warranty on the pump if the machine wont last much more than a year?
          Does Sunbeam expect me to spend $700 every year on a new machine?
          Is there anything you can do about this for me?

          Fair Trading frowns upon goods that break down just outside the 12 month written warranty period.

          If the above tactic doesnt get what you want then resort to threatening them with a Fair Trading complaint.
          Then follow through.
          Have a quick read of the FairTrading website tonight so you can make sure youve done everything right by way of correspondence etc.

          My gut feel is that you have.

          My experiences so far with Sunbeam have been positive.

          The only exception (nearly) was looking for a part for my 0450 grinder.
          It wasnt a warranty issue. I broke it.
          I asked about a replacement part but the bit I need isnt available.
          The operator I spoke to then suggested he might be able to find me one in their "bone yard" or whatever he called it. Its where they keep bits and pieces of machines that couldnt be repaired.
          I waited a week or so and emailed him to ask if hed had any luck and he emailed straight back asking for my mailing address as hed found what I was after.

          A few days later it arrived in the mail (gratis).

          Sunbeam have sent me a couple of replacement tampers (the metal bit keeps coming away from the plastic).
          They also replaced the old (12 -18mths (not sure)) 6900 for a brand new 6910 when they botched a repair on the 6900.

          Perservere.
          Be nice.

          Comment


          • #20
            Re: machine has died, need advise for replacement

            Yep I agree - you will catch more flies with honey on this one. SB will come to the party if you quietly push it along.

            Cheers

            Comment


            • #21
              Re: machine has died, need advise for replacement

              Originally posted by javabeen link=1207905447/15#17 date=1208085374
              infinite grind adjustement which is necessary for dialling in the right pour.
              Im not sure I agree that is necessary. Ive been running a Rocky for 18 months. On my old Silvia and my new VBM Domobar Super. I only very rarely wish there was an in between setting, and every time thats happened Ive been able to overcome the slightly less than optimal grind setting by a slight adjustment of my dose or tamp pressure.

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              • #22
                Re: machine has died, need advise for replacement

                kaceb
                in the 6900 series the hot water is drawn from the coffee Thermoblock, the same as the coffee water.
                both use the same pump

                the steam system has its own separate thernoblock, pump and pipework

                possible problem is the 3 way solenoid coil has shorted. it only operates on the coffee side not on the hot water side

                the collar that supports the pf(handle) is available as a spare part, sunbeam have stock, as do we

                unless you know what you are looking at,it could seem like the coffee thermoblock is leaking( and it ay be,but doubtful)


                Splitting hairs perhaps but the 6900s have thermoblocks not boilers
                yes i agree

                graham

                Comment


                • #23
                  Re: machine has died, need advice for replacement

                  ok spoke to SBeam this morning,

                  the person on the phone was very unpleasant and not so helpful.

                  She said that the best that she could do is to ask the guy who has my machine to fax them over a report of what is wrong and why it cannot be repaired. Its a start I guess.

                  She also said dont expect to hear back from me today!

                  So fingers crossed there still maybe a decent outcome, ( although Ive a feeling not if the old battle axe has anything to do with it)

                  She also said that the repair man wanting paying to let us know that it was unrepairable is pretty standard

                  I guess to be fair he has spent time on it although I AM NOT SO SURE THAT HE IS CORRECT IN WHAT HE SAYS

                  Comment


                  • #24
                    Re: machine has died, need advise for replacement

                    Sunbeam have built a reputation for great after-sales service (as evidenced by some of the comments in this thread) but Ive found lately that some of the operators are plain hostile. My advice is to try again tomorrow and hope for someone else! If youre still not getting the answers youre after, ask to speak to a supervisor.

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                    • #25
                      Re: machine has died, need advise for replacement

                      I would let them look at the report...still think that your likely to get a 6910 replacement...

                      Comment


                      • #26
                        Re: machine has died, need advise for replacement

                        hi spoke to sunbeam service manager this afternoon,
                        he suggested sending your machine to them in botany, he also doubts the thermoblock itself leaking
                        you may need to pay the repairer for his time and ask for a report to send with it

                        graham

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                        • #27
                          Re: machine has died, need advise for replacement

                          Thank you Graham,

                          It is good of you to enquire on my behalf.

                          I shall see what happens tomorow, they should have the report by then.

                          If I get no joy then could you give me the name and address details of where to send it?

                          thanks again

                          Chris



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                          • #28
                            Re: machine has died, need advise for replacement

                            WOOHOO

                            i HAVE JUST GOT HOME AND THERE IS A MESSAGE ON THE PHONE..................SUMBEAM WE HAVE BEEN IT TOUCH WITH THE REPAIRER AND AS A GOOD WILL GUESTURE WE ARE GOING TO GIVE YOU A NEW MACHINE

                            AND TO THINK THAT I HAD ALL BUT GIVEN UP ON THEM.

                            THINK I WILL STILL BUY A SILVIA,

                            (EVEN THOUGH THE 6910S ARE APPARENTLY BETTER THAN THE 6900S)

                            SO IF ANYONE THAT WANTS A BRAND NEW SUMBEAM 6910 CHEAP KEEP AN EYE ON THE SALES SECTION AS IN AROUND 1 WEEK THERE SHOULD BE ONE ON THERE!

                            THANKS HEAPS GUYS

                            Comment


                            • #29
                              Re: machine has died, need advise for replacement

                              Told you kaceb...

                              Good to hear.

                              Why dont you use it and see what a great machine it it

                              Cheers

                              Comment


                              • #30
                                Re: machine has died, need advise for replacement

                                Went to look at a Rancilio Silvia a couple of days ago in Newcastle.

                                Couldnt resist and purchased it, along with a few other bits and pieces,
                                very happy with it, only now I need a decent grinder, the old krups just doesnt do it!

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