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Breville Customer Service
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razor488
Senior Member


Joined: 15 May 2013
Posts: 2
Location: Fort Worth
Expertise: Just starting

Posted Thu Mar 13, 2014, 12:25pm
Subject: Breville Customer Service
 

I have to give a shout out to Breville for wonderful customer service. I purchased a Barista Express about 10 months ago and have been having issues with a wet puck. I spoke with Breville and after I tried their settings, they said they would send me a brand new machine (newer version than what I have) with a prepaid shipping label!

I would not hesitate to buy a Breville again. Great company!
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calblacksmith
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calblacksmith
Joined: 25 Nov 2007
Posts: 7,670
Location: Riverside, Ca, U.S.A.
Expertise: I live coffee

Espresso: ECM Vene. A1, La Cimbali M32
Grinder: Azkoyen Capriccio, Major
Vac Pot: 40s era Silex
Drip: Msl. Com. brewers
Roaster: gave it a try, decided no
Posted Thu Mar 13, 2014, 4:07pm
Subject: Re: Breville Customer Service
 

For consumer grade equipment, they work OK, sadly though. I think the customer service reps are so good at their jobs because they have so much practice.

 
In real life, my name is
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Anything I post is personal opinion and is only worth as much as anyone else's personal opinion. YMMV!

Feed the newbs, starve the trolls and above all enjoy what you drink!
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SpaceTime
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Joined: 9 Dec 2013
Posts: 271
Location: Virgo Cluster
Expertise: I love coffee

Espresso: 83 & 89 Cremina, 85 Coffex
Grinder: HG One, Pharos, LIDO
Drip: Freiling 33 & 44oz FP,...
Posted Thu Mar 13, 2014, 10:02pm
Subject: Re: Breville Customer Service
 

razor488 Said:

I have to give a shout out to Breville for wonderful customer service. I purchased a Barista Express about 10 months ago and have been having issues with a wet puck. I spoke with Breville and after I tried their settings, they said they would send me a brand new machine (newer version than what I have) with a prepaid shipping label!

I would not hesitate to buy a Breville again. Great company!

Posted March 13, 2014 link

That is a double edged sword - good customer service, but I would rather buy a machine that did not break in 10 months.  The board is littered with examples and folks touting how Breville replaced their machine - I take it as when I stop reading all these claims, Breville will have made the step from throw away consumer machines to prosumer keepers.  The 900 / 920 is a step in the right direction, MANY people I talk to are happy with that machine, but it will take time for Breville to "turn the corner" on outliving past reputation from earlier machines.

I personally hope to never talk to Customer Service when I buy any sort of equipment.  (and why I own a 25 and 31 year old Cremina... where is your Express gonna be in 31 years?  LOL)  I would rather spend $1700 and get 5-10 years of life, and be able get parts and fix my own problems than spend $1200 and get 2 years and have to throw the machine away when something goes wrong.

Then again, maybe you have the right idea - buy Breville and get a new machine every year.  However, I guarantee they won't do that forever - let's see if they do it again in 10 months if you have another issue.
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