Posted Sun May 4, 2014, 8:48am Subject: Breville service - repair or replace?
I have a BES900XL that I purchased less than 2 years ago. Shortly after the 1 year warranty was up, the unit started leaking water all over the place making it fully unusable. Breville support was kind enough to replace the unit 2 months out of warranty, but the replacement unit had a pump issue that I didn't immediately recognize but which has been getting worse. When at pressure, the pump provides a very inconsistent pressure which you can see in video here. I called support and they had me run a cycle with the cleaning insert in place and the pump behaves the same, meaning it's not my coffee or my grinder. The result is wildly inconsistent shots and the issue is getting worse, such that I'm now throwing away maybe half of my shots.
Breville will repair the unit for $350 flat + shipping. My concern is that the last repair resulted in a machine that is slowly becoming unusable within 9 months. So far, it looks like this unit is good for somewhere around a year before I can expect it to fail again, and at this point it seems like throwing good money after bad. I spent $1200 on this thing, and it seems like Breville's approach is to consider it a disposable unit.
As such, I'm wondering if anyone here has worked with Breville's paid repair service, what your experience is, and if anyone has received a unit back from Breville that has lasted for more than a year. Is this even worth my time, or should I expect to pony up for $2000 or more for an Italian unit that might last more than 12 months?
Posted Sun May 4, 2014, 12:09pm Subject: Re: Breville service - repair or replace?
$45 is far more reasonable and I don't mind doing the work myself. Has anybody run across any service manuals or anything like that? It'd be nice to have some idea of what I'm doing in there if possible.
Posted Fri May 23, 2014, 9:11am Subject: Re: Breville service - repair or replace?
So it turns out that eReplacementParts cannot in fact provide replacement pumps. I ordered the pump and 3 days later received the following email:
Thank you for ordering from eReplacementParts.com. The purpose of this email is to inform you that when trying to order your parts we were notified by the manufacturer of one or more discontinued parts.
The statuses of your items are listed below.
1 x BES900XL06.19 Coffee Pump With Thermostat - Discontinued
Mind you they are still selling this product new. Now I'm back to $350 + shipping (so ~ $400) to have this resolved. Breville support is a disaster. The products are great, until they stop working, and then you can expect to pay $400 for literally anything that might go wrong.
SStones Senior Member Joined: 24 Nov 2012 Posts: 475 Location: Canada Expertise: Professional
Espresso: Giga 5, ECM Giotto, Rocket... Grinder: Anfim Milano-Best Vac Pot: No :( Drip: Some $30 thing from Walmart Roaster: I buy pre-roasted.
Posted Fri May 23, 2014, 12:47pm Subject: Re: Breville service - repair or replace?
So it turns out that eReplacementParts cannot in fact provide replacement pumps. I ordered the pump and 3 days later received the following email: "Thank you for ordering from eReplacementParts.com. The purpose of this email is to inform you that when trying to order your parts we were notified by the manufacturer of one or more discontinued parts. The statuses of your items are listed below. 1 x BES900XL06.19 Coffee Pump With Thermostat - Discontinued"
That ridiculous part number just means "A pump with the thermal breaker already sitting on it". In that picture, the pump is just the most common ULKA cheapo line, most likely an EX5. You can replace that with ANY standard vibration pump from ANY place or person that sells and repairs espresso machines. You don't even have to replace it with an Ulka. There are a near infinite number of hydraulics manufacturers that make exact replacements for that pump in a range of wattages. You might choose to go with a higher wattage (Maybe 55 or 60) rather than 51 watts again, just for a potentially longer pump life. Don't be discouraged, phone a local espresso place, check with one of the places that advertises here, or google for espresso repair places in your area.
If you have hands and at least 3 fingers, you can pull the inlet hose off, unscrew the outlet end and throw away your old pump, then reverse the process and fix your machine.
z0mbie Senior Member Joined: 26 Sep 2013 Posts: 346 Location: Online Expertise: I live coffee
Posted Fri May 23, 2014, 3:46pm Subject: Re: Breville service - repair or replace?
Breville service doesn't sound too bad to me considering they replaced the unit out of warranty for the OP. It's funny how things break right after the warranty is up... And in every case, I've never had a company do that for me.
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