Posted Sun Oct 18, 2009, 9:54am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
It's really not unusual for the inner packaging of an espresso machine to be opened and re-sealed. A lot of vendors open up and test machines before shipping them out. It's the same with many high-end or expensive components.
When they say "shipped wet" they mean a small amount of water is inside the boiler. Obviously something went really wrong here, and I doubt it had anything to do with a previous owner. I'd probably give them the benefit of the doubt until you can speak to someone who knows what they're talking about on Monday.
Posted Sun Oct 18, 2009, 10:03am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
Bob I hear ya.
If the intial response is lets get you another machine and get that one back here that would make the thing easy. If the initial response is that's normal or just try it to see if it works .... not so much. (this is the approach already attempted by the sales team)
For the record this vendor told me it was Gaggia testing it in Italy (or wherever) not the vendor. But in fairness I have yet to talk to CS. My only contact has been with sales.
At this point their approach will dictate my response. I will be reasonable, which is hard because I really wanted to play with my new toy :)
cappuccinoboy Senior Member Joined: 27 Jun 2009 Posts: 789 Location: MILANO Expertise: Professional
Espresso: Milano pod, Milano fully... Grinder: grind on demand
Posted Sun Oct 18, 2009, 12:35pm Subject: Re: New Gaggia Espresso Machines Shipped Wet?
Sasquatchbreath Said:
Bob I hear ya.
If the intial response is lets get you another machine and get that one back here that would make the thing easy. If the initial response is that's normal or just try it to see if it works .... not so much. (this is the approach already attempted by the sales team)
For the record this vendor told me it was Gaggia testing it in Italy (or wherever) not the vendor. But in fairness I have yet to talk to CS. My only contact has been with sales.
At this point their approach will dictate my response. I will be reasonable, which is hard because I really wanted to play with my new toy :)
My dear friend, most probably your machine carries a serial number and the production date : can bet it was not manufactured 30 days ago, and considering shipping time even if it was dripping wet when shipped it would have dried off completely by the time you received it : I hate people who put the blame where it does not belong..... somebody is trying to take you for a ride....and you should not let that happen, even if you like to give the benefit of doubt..... Ciao, Pietro
Posted Mon Oct 19, 2009, 7:03am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
so far no response to my 2 emails and 2 voice messages. They have only been open an hour this morning though. I will give them a little longer then call them.
Posted Mon Oct 19, 2009, 7:42am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
Quick update.
The vendor did call and will send an e-lable to me to return the machine. The very personable person I spoke with agreed there should be no water in the resovoir.
They intend to ship another machine and will see how soon it could be here. They will get back to me later today.
My take is if I can not get the machine with at least some time to play with it before my company arrives, I do not want it from them. We will see what they can do. Note in case they are looking at this please do not send another used one :)
I beleive they are trying, which is a good sign. We shall see.
Posted Mon Oct 19, 2009, 9:52am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
I have recieved a few emails asking that I keep this updated and reveal the vendor. I will not reveal the vendor at this point but will update.
I have not yet recieved an e-lable to return the machine. They said they would so I beleive that will happen.
The gentleman I spoke with this morning called me back. I do beleive he is doing everythig he can within the companies rules to help. He says they can ship a new machine out today via regular shipping and based on the last machine shipped it should be here thursday evening. My company comes Friday noon.
I am asking for expidited shipping. Even getting here wednesday would be better, but with regular shipping there is no guarentee or even real expectation it will be here thursday. He could not commit to that but said he would check with the owner of the company and get back to me. The later in the day we get the bleaker this prospect becomes.
I hope I am not being unreasonable. The machine should have been here last week and either intentionally or not intentionally they sent me a used machine (which was manufactured in 08 so I do not think the water in it was from testing in the factory).
I may need to wash my hands of the whole thing and start over. I hate to do this because it would mean fronting more money until I get my refund.
I still have hope. I truly beleive the gentleman I am working with is trying and wants to make things right. I just have a feeling company rules complicate things a bit. I can understand this from the way my organization operates, but as the customer who ordered a new machine I do not think I am asking anything unreasonable. That machine never should have been sent.
FredK Senior Member Joined: 28 Jun 2009 Posts: 152 Location: NJ Expertise: I love coffee
Espresso: Gaggia Classic Grinder: Kyocera hand grinder Roaster: FreshRoast+8
Posted Mon Oct 19, 2009, 10:20am Subject: Re: New Gaggia Espresso Machines Shipped Wet?
Did you ask them why it came full of water? Just curious to their response.
You are not being unreasonable, what is unreasonable about ordering a new machine and expecting to get a new machine?
I hope you get satisfaction on this whole matter. Just be cognizant that this company likes to tell people one thing and do another, so I would not let it drag out too long, no matter what they tell you, or it could be weeks before you see a new machine, and I use the word 'new' loosely. Good luck.
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