I can tolerate faults & repairs, but I will not put up with shoddy customer service.
Positive Product Points
Makes nice tasting coffee when it works.
Negative Product Points
Reliability & customer service.
Boiler power.
Detailed Commentary
We purchsed the machine in April. Within a few weeks the power supply had failed & it had to be returned. We tried returning it to the retailer but were told that Gaggia come & collect it. Arranged with Gaggia for collection, & they then tried to collect it a day early.
It was then away for approx 5 weeks after which it finally returned. Given the 'newness' of the machine, it being away for so long was completely unacceptable. During this time I had 'experienced' a number of calls to Gaggia. Most of the time they were unhelpful, & seem to have little knowledge of what is actually happening (I am guessing they do not have ISO 9001). On one particular call I was told by the receptionist it was her first day, & so she didnt know what to do. That left me with a very positive impression of Gaggia.
To make matters worse, I complained in writing about the level of service we experienced. They did not even bother to reply. Since this I have gone out of my way to buy non-Gaggia products & when I buy a grinder in the coming weeks it will definitely not be a Gaggia...
Buying Experience
I bought it in person from Sterling Mills, Tillicoultry.
Customer service was non-existent, they just told me to call Gaggia when it went wrong.
