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Dual Boiler problem... and then a problem with return postage

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  • #16
    Originally posted by TOK View Post
    Warranty: Standard 1 yr (I think)
    Machine Age at time of problem: 18 months

    So strictly out of warranty it would seem, however:
    You're right about this, I just had my mind set to the EU mandatory 2 years warranty. Maybe Roly (the OP) can dig up the papers and figure it out exactly.

    But if the machine was out of warranty I really cannot figure out why the fellow at the corner shop would advise him to have it shipped to the sellers repair shop??


    Originally posted by roly7 View Post
    Apart from cosmetics would it be easy to recognize any abnormal rattles / loose parts? **I know it would be hard for you to answer not knowing the brand of the machine**
    Kinda hard on a machine with vibe pump(s?) I'm afraid... Another problem if packed/handled improperly can be the plastic deformation of the chassis and various panels -something that isn't going to be obvious until the next time the machine is disassembled.

    Tbh shipping should be avoided like the plague in the case of espresso machines, particularly if the original package (including all foam and so on) is no longer available.

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    • #17
      The coffee machine has finally been received by my wife. Apart from my original "this side up, fragile and arrows for which way to load" being scrubbed out and replaced the box looked ok... the machine itself is a whole other story!!

      DAMAGE!! Scratches, a dent and even rust on the machine!! Pics to follow...

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      • #18
        To say the least the condition that it has been returned in would have your blood boiling too!

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        • #19
          Righto in contact with the retailer to discuss how we might be able to sort out the issues at hand. So Moderators if you could please close this thread?

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          • #20
            Originally posted by roly7 View Post
            Righto in contact with the retailer to discuss how we might be able to sort out the issues at hand. So Moderators if you could please close this thread?
            I would prefer to leave the this thread open so that when you have a satisfactory outcome you can post the good news here.
            ...we can then close it.

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            • #21
              No worries Andy. Not too far from finalizing the solution.

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              • #22
                Hi All

                Well a positive outcome to this story is that the vendor has been true to their word in that the problem has been rectified. Once I had received the coffee machine and reported the damage to them they immediately went to work to formulate the postage of getting the damaged machine back to them and replace it with a new coffee machine. This particular vendor has a good track record with their customers so I think it was probably wrong of me to hint that I would "fill" in the blanks if things got nasty.

                In hind sight I don't regret opening this thread as I did need some feedback, talking to friends you have a pod machine just don't seem to have the same passion for their gear as fellow coffee snobs

                I do however regret letting my frustration get in the way of sorting this mess out in a diplomatic fashion. Really the only thing that has really been damaged at the end of all this is my credibility.

                A word for the vendor for future reference if they were to read through these forums would be; in situations like mine where they had made the error, provide a little more customer service. Even if that was an email or phone call every few days suggesting the drama hadn't slipped your mind, you were still looking into it etc.
                One of the worst things of this was that it felt like we had done more chasing Auspost to find out what was going on than the vendor had.

                So thank you everyone for the feedback, I will definitely look at this as a "lessons learned".

                Roly

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                • #23
                  That pump corrosion and the wiring looks just like my Lelit DB,
                  Crappy plastic push-fittings.
                  but the retailer I bought mine from organised me a set of upgraded metal fittings, new pipes while I stripped the case and replaced the cheap (non-stainless) case screws with $2 worth of new 316 Stainless items
                  All in all about $15 worth of parts that SHOULD have been used in the factory when it was built.

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                  • #24
                    Repairs to Brevile BES920

                    just wondering if other snobs have had experience of delay with obtaining parts from Breville.
                    After 14 months the steam stopped working on my machine(2years warranty)
                    The authorized repairer ordered a new part (boiler with burnt our element) but I have been 8 weeks without my 920 and still the part has not yet arrived.
                    I phoned Breville and was told that their new computer system was causing delays.
                    Seems an awfull long time to me to find a boiler and post it.

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                    • #25
                      Nope that's pretty normal at the moment. Breville did upgrade their IT systems in April and have yet to recover and I guess it's not working as well as they had hoped. It probably sounded like a standard "we don't actually know so we'll make this up" response but it is genuine.

                      The delay on my orders is 2-3 weeks. 8 weeks does sound a bit ridiculous though, if I were you I would be pressing for a replacement through your retailer.

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                      • #26
                        Thank you for your comments. I took the 920 to the authorized repairer so the retailer knows nothing about it.

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