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delonghi esam3000

zeusthegreatestzeusthegreatest
edited January 1970 in Espresso Machines
just wondering if anyone has it? i thought delonghi was one of the best brands...we've had this machine for about
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Comments

  • askthecoffeeguyaskthecoffeeguy
    That sounds like very poor customer service to me - i would be call them back if i were you and ask to speak to someone more senior.  failing that try and track down the importer / distributor of the product The problem with automated machines like the esam3000 is that the more bells and whistles, the more things that can go wrong with them, also, you're never going to get the same quality extraction as, say, a new e61 lever machine Still, you should be able to get a very serviceable coffee from this machine, and if you're not happy with the level of customer service that you have received, then by all means take the matter further Tell them that you have already posted about it on a popular australian coffee website, that boasts around 1000 online members, and that it's in their own best interests to get the job done properly, as a wide online community is awaiting the outcome! Cheers and good luck, Pat
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  • zeusthegreatestzeusthegreatest
    thanks buddy! there r 2 issues here: 1 - delonghi does not care.... they told me they need to repair my machine 3 times before they would CONSIDER replacement!!! i paid them $1000 and i have no machine to use for 2 weeks now....the second issue is service sphere, the company has delonghi contracts as a repair service.. when i rang them today and asked for the status of my repair (thats after 3 days of my machine at service sphere), i was told they did not have time to look at it yet!!! why i asked? given this is a repeat fault which was not repaired on the first place and i would expect to be given some priority...well i was told they have lots of commercial machines to be repaired and not many techs... so i am just a little consumer and who cares about me???? how do i win here??? i feel like i need to spend another $1000 and get another machine jsut in case one breaks....the question is which one should i buy??? mind u i thought i did my homework and bought a good brand coffee machine.... :-(
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  • DoubleRistrettoDoubleRistretto
    Hi Z - doesn't sound good; you'd expect better service than that. Not sure about the different companies - I know that Sunbeam had a number of problems with one of their machines, but they offered fantastic customer service - they happily replaced machine free-of-charge and this even happened [in some cases] when machine was out of warranty. However their machine was a manual - EM 6910, I think [see other threads]. The other thing is, I don't know if you want to stick with auto's? I guess as Pat said, more things to go wrong! -dR
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  • zeusthegreatestzeusthegreatest
    thanks buddy! i guess we r a lazy bunch... and thats why we got auto.....the funny thing is we only drink espressos and long blacks.. and never use the steam function (or the milk etc)...:-) i've just rang service sphere and was lectured for 10 mins about me not being the only customer and them having only 1 tech on a sat and i tell u - service shpere customer services sucks!!! just does not exist.. i did ask to speak to someone who can help me get my machine repaired..and was told off again as the girl understood she cannot handle her job!!! what i said was she cannot handle the scheduling..so i wanted to speak to someone who can help....anyway they will try to look at it today..and then i feel like picking up machine no matter what and taking it to another repairer who at least can look at my machine within 1 week of being there....service sphere told me they have hundreds of machines..some r there for the 2nd, 3rd, etc time and no matter whether its there 1st or second time, they have 7-14 days to look at them..and most machines been there longer than mine!!!! and it makes no diff if the repair was done properly or not on the first place, it sitll goes to the same queue!!! do u think they have a problem??? I DO!!! i will speak to their management (if i can get to them) Monday..... :-(
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  • LoveyLovey
    G'day Zeus, I can sympathise with you being without a machine whilst it is being repaired, it can be very frustrating. The service workshop that is being contracted to do the repairs sounds like they have a bit of a staff shortage in the tech department.  However, I wouldn't be venting at the person that answers the phone, it won't serve any purpose and it may just put your machine back further in the queue. On a brighter note though, if the machine breaks one more time, which sounds very likely, you can get a refund and buy something decent with the cash. Just remember that it's your choice if you want a repair, refund or a replacement for it. If they don't want to play ball, drop a subtle hint that you're going to Fair Trading Department (or the equivalent in your state) or Today Tonight or ACA. All the best with it. Steve.
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  • zeusthegreatestzeusthegreatest
    thanks! i was not going at the phone person..she was having a go at me! :-) anyway i have my machine back, they replaced the front panel. i will keep my fingures crossed! whatever the case i will never go back to service sphere!!!! thanks guys! :-)
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  • adminadmin
    actually ztg - this is the sort of thing where you should probably let the DeLonghi head office know - usually you would try to get through to the marketing person - it's possible they don't know, and if they do know, they should presumably be trying to do something about it. -A
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  • LoveyLovey
    thanks! i was not going at the phone person..she was having a go at me! :-) anyway i have my machine back, they replaced the front panel. i will keep my fingures crossed! whatever the case i will never go back to service sphere!!!! thanks guys! :-)
    Just be careful that you don't void your warranty (and a chance to unload the machine as a lemon) by not using the designated warranty agents (even though you're upset with them). If it is taken to another service tech and it breaks again after that, DeLonghi would have a field day and would more than likely wipe their hands of you and the machine. Just a thought. Steve.
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  • zeusthegreatestzeusthegreatest
    thanks guys! lucky for me delonghi has 3 or 4 authorized repairs in melbourne...service sphere was the closest one.. but trust me i will not go back there, they should not be called service sphere.. but rather sucks sphere or whatever! :-) its day 3 and machine works as intended... :-) mind you those buttons really concern me... just don;t feel like good quality..rather some plastic wiggly things.. cross fingers - they will work!
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