Saturday, March 10, 2012
DeLonghi ESAM3500.N Magnifica Digital Super-Automatic Espresso/Coffee Machine
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DeLonghi ESAM3500.N Magnifica Digital Super-Automatic Espresso/Coffee Machine
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|| Product Brand : DeLonghi || || Model : ESAM3500.N ||
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Customer Review :
extremely bad customer service by DeLonghi : DeLonghi ESAM3500.N Magnifica Digital Super-Automatic Espresso/Coffee Machine
Let me express my extreme unhappiness with the handling of a replacement part order by DeLonghi itself, not Amazon.
Two weeks after we received the coffee maker, one of the three O-rings broke which means that the frothed/steamed milk feature is deactivated ever since.
I ordered three replacement O-rings three weeks ago from their web page, get a link that tells me that I can always "find out the current status", which is total bogus because the status never appeared on the web page.
I sent an email to this same address 1 week after the order (Dec 11) to inquire what the status is. On the web page and in the phone message under the service number DeLonghi prides itself that any email would be answered within 1 business day. I have not received any reaction to my email.
I called the DeLonghi customer service number on 12/15 to inquire the status of the order. I was told that there are not 3 O-rings available at this point and this caused my order to be blocked. I was told that 1 or 2 O-ring are in stock and that I would get at least 1 O-ring shipped that same day.
I called the DeLonghi customer service number again on 12/20 to inquire the status of the partial shipment. The person on the phone was unable to find out about the real status, was unable to find the supervisor but promised me that she would personally ask the supervisor for help with an expedited shipment when (s)he becomes available again.
Another phone call today, 12/27, resulted in more of the same, more postponing, no explanations.
The DeLonghi web page trumpets the following:
White Glove Service Guarantee (Available in U.S. Only)
"Your choice of the Magnifica super automatic espresso machine reveals that you have the highest standards, and we at DeLonghi strive to always exceed those expectations. Our specially trained DeLonghi espresso experts are here to serve your needs in any way we can."
Given the history of my order of 3 little O-rings, this sounds like an extremely bad joke.
We are happy with the machine (even though we did not expect its first flaw of a broken O-ring to happen so soon) but extremely unsatisfied with the worst customer support we have experienced in a long time. A real shame given that we paid $1500 for a coffee machine "with the highest standards" and I shudder at the thought that I would ever have to ask for more significant customer service than a little black O-ring.
We will never again buy another DeLonghi product!
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