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  • EM6910 Broken Portafilter Handle

    Hi All,

    Been a while since I posted here but once again I need some advice from fellow CSs. Today I broke the handle of my porta filter while I was locking it into the group head. It just sheared through the casting. Obviously my regular use has weakend the metal. Has any other EM6910 owner had this happen? Not that I can do much about it now but I was wondering if the Porta filter is Sunbeam specific or are there generic ones that fit? Obviously I cant make coffee until I get a new one, and would like to minimise the time it takes to get a replacement. Does anyone know where in Adelaide I might find a replacement? Or online? Or anywhere quickly?

    Im on tea at home until I can replace it.

    Cheers

    Saambo

  • #2
    Re: EM6910 Broken Portafilter Handle

    Check the Sunbeam website for a list of service agents. If its under warranty, they should simply swap it over.

    Comment


    • #3
      Re: EM6910 Broken Portafilter Handle

      The Sunbeam ones have a differnt lug setup so other ones dont fit.

      The machine at work is now 6 months old and has become quite popular.
      I estimate its now doing 2 dozen a day but thats using both the old 6900 handle as well as the new one that came with the machine.

      Still though, neither of them has broken.
      Yours must have been faulty.

      Comment


      • #4
        Re: EM6910 Broken Portafilter Handle

        U reckon Its worth hitting sunbeam up for a freebie replacement? My Machine is 18Months old. Its not broken due to misuse.

        Havent needed to call them recently. I suppose its worth a try though.

        Saambo

        Comment


        • #5
          Re: EM6910 Broken Portafilter Handle

          Dont ask for a replacement.

          Ring and tell them what happened.
          Dont even ask where you can get a replacement.

          Play dumb and innocent and hopefully youll be speaking to one of the really nice operators I usually get.

          With any luck they may offer you one.

          I know that keep some used, unrepairable machines for spares.
          They may offer you a used handle from this boneyard.
          Thats how I got the part for my grinder because its not an official spare part.

          Last year when they replaced the 6900 with the 6910 I asked when I got there to pick it up if they minded if I kept the old PF and baskets and they were OK with it.
          The point being, I didnt ask before I got there.
          I packed everything up as agreed but when I asked when i got there they said "sure, keep them".

          Remember to speak nicely and dont demand anything and see how you go.
          Legally you havent got a leg to stand on with an 18 month old machine.
          But that about how old our 6900 was when they replaced it with the new 6910.

          You catch more flies with honey than vinegar.

          Be nice. You never know your luck.

          Comment


          • #6
            Re: EM6910 Broken Portafilter Handle

            Ill be on the blower tomorrow with the best "disappointed, but understanding" customer voice I can muster....
            If that fails Ill start to yell!!! hehe JK

            Thanks

            Saambo

            Comment


            • #7
              Re: EM6910 Broken Portafilter Handle

              I rang Sunbeam. The chick wanted nothing to do with helping me out except refer me to an Adelaide Service agent. I was polite and didnt push her. Basically explained that it was a manufacturing fault. I rang the service centre and they will charge me $80 for a new one.....My machine is about 18months old but its obvious the handle casting is dodgy - because it broke! Not from misuse, just use.

              U wanna call sunbeam for me Thundergod and work your magic. You must have a golden tongue if they sent you free stuff. hehe

              Cheers

              Saambo.

              P.S Anyone know where I could get a second hand one from? $80 seems a bit rich for a new portafilter

              Comment


              • #8
                Re: EM6910 Broken Portafilter Handle

                [QUOTE=Saambo link=1215333715/0#6 date=1215390024]I rang Sunbeam. The chick wanted nothing to do with helping me out except refer me ....SNIP.....


                You might mention that you are a member of Coffee Snobs with a membership of over 5000, many who seek recommendations for new espresso machines. Assert that you believe this is a quality control issue and you are reporting progress to the forum (as you are) . I have no doubt that the 6910 is a good machine. I considered it in a recent search fore a new machine but the quality issues I have read about put me off buying one - you can quote me on that.

                Polite but firm is the best way to work with service reps in my experience. Be insistent and ask to speak to someone else if the person you are talking to is not helpful. Write letters such as "I always believed Sunbeam provided quality products and services until ...." - addreess them to managers. The higher the better.

                Comment


                • #9
                  Re: EM6910 Broken Portafilter Handle

                  Id try and get another operator first.
                  Some are nicer than others.

                  Also check out the consumer laws in your state.

                  In NSW youd stand a very good chance of getting a new handle even outside warranty because a PF handle has an expected life of a lot longer.
                  Its called the statutory warranty which is seperate to the stuff they write on their warranty cards.
                  They can offer more than the minimum but cant take anything away from your legal right to a product "fit for purpose".
                  Fair Trading and the ACCC expect that the more a product costs the better it should be.

                  For example: a $2 watch is not expected to last as longer as a $500 watch.
                  -----------------

                  Quoting from the instruction book (page 3).

                  "...delivers quality, style and superior performace capturing the essence of the commercial kitchen."

                  "Inspired by the heavy-duty equipment found in restuarants, cafes and bars the Sunbeam Cafe Series is built to last."

                  "Uncompromising blends of stainless steel, brass and die-cast alloy"

                  "...guarantee the performance, that each product will surpass expectations."

                  "designed with quality die-cast metal components"

                  -------

                  When was the last time anyone heard of a commercial quality PF breaking?

                  I think most of what they wrote in there would support your case with the Fair Trading people.

                  Anything a salesperson says to you becomes part of your contract.
                  In this case you have it in writing.

                  Last time I had a problem with a retailer that was being stubborn, the Fair Trading people handled it all for me after I put in a formal complaint to them.

                  - Check out the law first.
                  - Try get a different person at Sunbeam.
                  - Ask for a Supervisor if you have to.
                  - If that gets you nowhere, threaten them with Fair Trading.
                  - If that fails ask for a Sunbeam address to send them a copy and lodge your formal Fair Trading complaint. Make sure you get names of all the Sunbeam people you talk to.
                  Record dates and times as well.




                  Comment


                  • #10
                    Re: EM6910 Broken Portafilter Handle

                    Thanks Thundergod

                    Just emailed them and will see what sort of response I get. Will take it to the next level if this doesnt work.

                    Cheers

                    Saambo

                    Comment


                    • #11
                      Re: EM6910 Broken Portafilter Handle

                      Hi all,

                      Good news! Sunbeam rang me back after my email and have offered to replace the portafilter free of charge. They asked me to send the broken one back (at their expense) and they will send me a new one when they receive it.

                      10/10 Sunbeam! The Customer service rep rang me about an hour after I sent the email and was more than understanding and very obliging.

                      Ill let you know how long it takes for the new one to arrive.

                      Saambo

                      Comment


                      • #12
                        Re: EM6910 Broken Portafilter Handle

                        Woot!


                        So was your email "nice" or "veiled threats"?

                        Comment


                        • #13
                          Re: EM6910 Broken Portafilter Handle

                          Can you have a nice threat?

                          Id say It was an assertive email. I mentioned this forum and how positive reviews are better than negative. Im sure they understood what I meant.

                          It got me a new portafilter so Im stoked. Thats $79.50 worth of beans I can buy now.

                          Saambo

                          Comment


                          • #14
                            Re: EM6910 Broken Portafilter Handle

                            Just wanted to say that Im very impressed with Sunbeam. They posted my new portafilter the day I spoke with them and it arrived on the 9th (although I didnt pick it up from the Post Office until today).

                            Ive read on here that Sunbeam have been very good with customer service and Im inclined to agree. Even though the first customer service rep didnt offer much the next rep I spoke to was great. I poured my first espresso today and it tasted fantastic.

                            My caffeine addiction can continue

                            Saambo

                            Comment


                            • #15
                              Re: EM6910 Broken Portafilter Handle

                              Gday All.

                              First post here.

                              Ive been reading the forums for a few days now, gathering info and just generally having my eyes opened.

                              Anyway about 2 and half years ago I bought my first coffee machine. A Sunbeam EM3500 Bar espresso
                              which has served me well till recently.
                              I was pretty slack with maintenance in the first year and I used to just rinse the pf under the tap without removing the filter by turning it upside down and running hot water into the holes.

                              As you can imagine after a while the coffee started to taste pretty bad so I tried to remove the filter but found it was corroded into the cheap alloy pf and I bent the edge up pretty badly trying to get it out.

                              I rang Sunbeam and explained how stupid Id been and asked em where I could buy a new filter.
                              The nice lady on the phone said they could post me one out so I asked if I could pay for it using my credit card. To my surprise she said I didnt need to pay for it as they would cover it.
                              I was stunned at the level of customer service especially as it was my stupidity that caused the problem in the first place!

                              VERY VERY impressed with Sunbeams customer service!

                              Anyway my next machine is more than likely going to be an EM5900 which is so new it still hasnt hit the shops yet.
                              From my research it is a more basic version of the EM6910

                              Looking forward to reading more info on this great resource.

                              Cheers

                              Phil

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