Posted by Anonymous
I owned a Delonghi ESAM5500B Automatic Coffee Machine which started giving us problems. I called Customer Service (I must add that each time I called the Customer Service line I had to wait at least 30 minutes to talk to a Customer Service Agent.) The agent could not help me resolve the issue over the phone and as the machine was still under warranty I was told to take it to our local service centre in Calgary. I dropped the machine off at the service centre and 5 days later I received a call from them to say that they could not repair the machine and that Delonghi would be replacing it with a new one. After numerous phone calls and hours of my time the service centre received the replacement machine and I went to fetch the new machine. I set up the new machine to find that it was faulty - not working - water no coming through the machine. I was unbelievably frustrated and disappointed especially as I was having overseas visitors for Christmas and now I didn't haven't a coffee machine. At this stage I hadn't had a coffee machine for about a month. I called Delonghi and they said they would have to send me another one. After Christmas there was no sign of a new machine, so I started calling again. I was then told that they didn't have my machine in stock and would it be "okay" if they give me a "Reconditioned" ECAM23450SL. I was NOT HAPPY! I was also told that the factory warranty continues from the original date of purchase and does not restart upon receiving your replacement unit. I was horrified! So I must accept a reconditioned machine and not have a full warranty on it. I also had to receive a machine that I didn't want. The final straw was when I saw the price of ECAM23450SL was $999 and the value of my machine ESAM5500B was $1999. The machine has now arrived and I don't believe it works properly - the beans are not feeding nicely into the grinder so often I get weak coffee! I have spent hours dealing with this matter and am quite horrified that a company of this nature has treated me this way. I will NEVER buy a Delonghi product again!