Most helpful critical review
12 of 13 people found the following review helpful
Good luck getting one repaired
on September 5, 2011
I may amend this review later but as of now I am stuck in the hell of the warranty system. The machine, which used to work well, suddenly went kaput (quite spectacularly) and shorted out about a month ago. I went to the website to look up the addresses of repair facilities as the manual directed me to do and guess what - there aren't any listed. So then I phoned up and spent a huge amount of time waiting to talk to a person. Finally, I got interrogated by multiple people (who asked various insulting questions like "is it plugged in?") until they finally consented to allow me to return it. But, instead of giving me a return authorization number, they said they were going to mail me the materials to return the unit. This was 3 weeks ago and I still have not received anything. When I finally do get something that lets me return this gem, apparently I will then have to wait another "4 to 6 weeks" for them to repair it. Let me guess - these German engineers are so proud of their reliable products that they never bothered to set up a repair facility because, you know, these things never break. Sigh!
WELL - the shipping label FINALLY arrived. The instructions on it said to call UPS for pickup. When I did that UPS said I had to PAY for the pickup. Excuse me - when you say prepaid shipping and suggest that I call UPS for pickup, that means free to me - not another $10. So far, I have about 3 hours invested in getting this broken coffe make repaired. Considering that the thing only costs $150 new, that is WAY TOO MUCH GRIEF. NOTE to manufacturers of junk that breaks - when your junk breaks, we buyers want YOU to suffer the pain of fixing this - we don't want any more pain - we're already on the hook for buying your unreliable junk.