They've obviously not met me before, LOL... Either they solve the problem or it will be a full refund. Watch this place
'Bon à Savoir' consumer magazine legal department will come handy, I'm sure.
Got a new Magnifca DeLonghi coffee machine yesterday- our Christmas present to ourselves. But when we make 2 cups of coffee, the quantity of coffee in one cup is about 1/4 less than in the other. So I sent e-mail to their customer service. Reply - we know about this common problem. Only answer is to make 1 cup at a time
Thanks for that post, as I was thinking of retiring my faithful Gaggia Syncrony Compact for a DeLonghi.
Was it the ECAM 22.360.S, the one that's on sale at Interdiscount ?
Interesting is to see the background
http://en.wikipedia.org/wiki/De%27Longhi
Combined with the topic here, I feel a bit that they have become a bit too large and now no longer have things sufficiently under control
No from Migros, Magnificat ECAM21.117
Here is what the e-mail says:
I've heard of lousy customer service before but that's pretty bizarre. We know about it, so just make one cup? Can't wait to see how this turns out. Probably not good for the company.
Products in pirinciple on such a standard
http://www.delonghi.com/de-DE/produk...ecam-21116sb/#
and on such a price level have to be perfect
I would not compromise in the way of "well, just one after the other". We here just yesterday got three aircraft models with serious faults from an embarassed customer, checked the stock and found four others with the same faults and yesterday returned the whole junk to the supplier. I mean, extraordinary circumstances demand extraordinary actions
So that those who sold the machine to you need a bit of an alarm. The chap who alarmed us phoned up me and I immediately connected to our VicePresident, and things got started.
No, in retail you have to realize that at a certain stage the way to go is to tell customers "please bring that product back and then we can check things and take appropriate action" .
Our VP even at first told Mr P. "send the whole shit back to us and you will get re-imbursed" and then, the customer and us joined forces. Now the wholesale distributor will get into action for sure.
I am afraid to say, but so much depends on the customers
You see, your conclusion simply is WRONG. To have to replace 20 machines of course may be a nuisance, but to stop something being derailed in the actual manufacturing process is GOOD for the company, is even EXCELLENT for the company.
I agree, but it sounds like they don't want to fix the problem, they just want customers to keep buying a machine that is clearly flawed and using a workaround (sorry for the boilerplate language). That's ultimately going to be bad for business if they keep up that strategy.
Possible but not likely. the OP contacted people who were available, but (whom) apparently lacked the civil courage to take action. If a whole production line of that machine was faulty, then the problem will get out of control
Strategy ? strategy of who ? I do not see a strategy at all but some lack of competence --- Judging from the start of the thread, I got the impression that the OP contacted some GSA of DeLonghi who apparently did shrink from taking responsibility. I mean to openly declare to know that there is a problem shows that it is not a single incident. And to advise a customer simply only to make one cup after the other definitely is NOT what the designer had in mind. The only correct way to go in such a case, even if it is just ONE faulty machine, is to ask the customer to bring the machine in question back. I am absolutely sure that what has happened is neither the strategy of DeLonghi nor of Migros, but the failure of some people in the "network"
Moral of the story: buy a Jura
such mishaps also can happen with JURA
The question is whether those in charge react swiftly and clearly. It usually is a matter of some "small" sales-managers, and not of CEOs and chairmans