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ECM Giotto repair "Warranty"

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  • #16
    Re: ECM Giotto repair "Warranty"

    Chris:

    The retailer is clearly at fault in this case. I guess with most of us buying electrical goods from retailers such as Good Guys and Harvey Norman, Myer and the like we are used to scrupulous sellers who will fully backup all their products. We sometimes fail to appreciate the good service we are given at competitive prices.

    When we start dealing with coffee machines we are dealing with small to medium sized businesses who are a bit of a mixed bag. Some like you are professional and scrupulous in their dealings and others clearly are not.

    I am appalled that anyone could contemplate selling a machine without a full parts and labour warranty regardless of whether they got the machine from their wholesaler without a full warranty.

    Needless to say if they did sell it with a parts only warranty then it should be made clear to the purchaser at the time of purchase.

    When dealing with mainstream consumer electrical products whether it be an air conditioning unit, a toaster or anything else we all make the assumption that a parts and labour warranty is always included, no questions asked or need to be asked.

    One issue here is that we CS people are buying machines from suppliers that also sell commercial equipment on commercial terms which are not like the terms we are used to as retail consumers.

    This is a BIG issue really. ie. I spend $4000 on a new machine and then find that the boiler is faulty and needs to be replaced and I get a $300 bill for the labour I would not be happy.

    This means that any CS user contemplating buying expensive equipment needs to carefully check the terms before purchase.

    Caveat Emptor

    Grant

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    • #17
      Re: ECM Giotto repair "Warranty"

      Agreed Grant.

      Many suppliers do mainly sell commercial machinery- with commercial warranty. As a cafe owner, we know thats the gig...unless we choose to pay extra for a maintenance agreement. I wonder if this is how it works for other industries? The motor vehicle industry comes to mind. Does the dealer cover labour or does the manufacturer fit the whole bill for warranty repairs? Can anyone fill us in??

      Prosumer coffee machinery should have full parts and labour warranty if purchased from a dealer. You generally lose that right if you purchase via evilBay and rightly so.....No matter how you buy, it pays to check carefully. Ask your vendor all of the questions before you buy and get it in writing on your purchase documents

      Chris

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      • #18
        Re: ECM Giotto repair "Warranty"

        Im particularly interested, Chris, in your note about the customer using water that was just too clean, and his being able to get started again using standard tap water.
        Up here in the Blue Mountains our tap water is very pure, with little chlorine, and I dont think its very hard. I use it by just keeping an open jug filled so that any chlorine will dissipate overnight, and my Pavoni Pro seems to relish it.
        The one time I bought specially filtered water, I was really disappointed with the result. The espresso I pulled using it seemed to lack character -- was not nearly as rich and satisfying as with my old tap water. Strange, isnt it ....

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        • #19
          Re: ECM Giotto repair "Warranty"

          Originally posted by Anthony link=1147416357/15#17 date=1149492472
          Im particularly interested, Chris, in your note about the customer using water that was just too clean, and his being able to get started again using standard tap water.
          Up here in the Blue Mountains our tap water is very pure, with little chlorine, and I dont think its very hard. I use it by just keeping an open jug filled so that any chlorine will dissipate overnight, and my Pavoni Pro seems to relish it.
          The one time I bought specially filtered water, I was really disappointed with the result. The espresso I pulled using it seemed to lack character -- was not nearly as rich and satisfying as with my old tap water. Strange, isnt it ....
          Anthony- just a case of the water having nothing in it. I recalled reading about reverse osmosis and the fact that it was a not a goer in machines due to it having nothing at all in it- so being totally unconductive. The espresso produced with this water is said to be "lifeless" also...In addition, reverse osmosis water is known to cause boiler leaching...

          Although your water is quite pure, its likely that there will be some solids in it- enough to conduct a small charge and keep a machine happy...

          The client had 2 x cartridge filters- clearly enough to get close to a reverse osmosis situation....

          Good thing I had the recall, or wed probably still be able to solve the problem   ;D

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          • #20
            Re: ECM Giotto repair "Warranty"

            Originally posted by el espressio link=1147416357/0#0 date=1147416357
            Just had the element in my 6 month old Giotto replaced.
            went to collect it and to my horror was hit with an $80 + GST labour charge.
            A positive result.

            Got a phone call this morning from the main man at the supplier who said hes been going through the invoices from last month and that Id been incorrectly hit with a labour charge for the repair and that I could come in and get the money refunded. So.... to draw a close on a very interesting topic, Coffeetech of Newcastle are back in the good books. Made my day!

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