Rating  - Made awesome coffee for 2 months, then needed service
I agree this coffee maker does an excellent job when it works; Unfortunately about 2 months after purchasing, it clogged itself. After numberous calls to Saeco (and getting hung up/transfered to vmail) I finally got a very helpful live person. She sent me some instructions to clean/modify the coffee maker that *might* solve the problem. I will try this out when I get home. The instructions are simple and clear, but not expected for a product in this price range.
I'm a strong believer high quality, and willing to pay a premium for such quality. I am disappointed with any device that fails this quickly (perhaps 100 coffees over a 2month time). That is why I will only give a 1 star rating.
After 3 phone calls to Saeco customer support (everybody was very friendly, but never actually solved anything) I was told I need to return the coffee maker to Saeco (I pay to pack and ship to Saeco). I was then told it will take 4-6 weeks for the repair. It's sad to say that if my $400 laptop breaks, LaptopCompany will send me a box, and pay shipping both ways... but my $600 coffee maker doesn't have near the customer service.
Simply because of the hassle factor, I have just purchased another expresso maker from a different Italian company. I will return my coffee maker to the large warehouse store with a very generous return policy.
Rating - Great for 2 months, no good after that
For the fist 60 days or so this espresso maker was awesome. Then it started to display the red light indicating something is wrong with the machine almost every time I tried to brew a cup of coffee. This has continued for 2 months now with no end in site. Saeco will not allow me to return it because it is outside of the 30 day window. I purchased an extended warranty from Amazon, unfortunately the product is covered by Saeco for the first year so I have had to deal with them.
I have never reached a live person on a call to Saeco's customer support line. I have been on hold for over 20 minutes only to be automatically routed to their voicemail system. Since then I usually just opt to leave a message. They take 2-3 days to call back and have never been able to solve my problems with this machine.
I tried to use their "Live Chat" function on their web site but no one was available so it routed me to an email form. I filled out the form 5 days ago and still have not heard back.
At this point I just want to find a Saeco service center so a technician can look at the machine. However, I think this machine was poorly designed so I doubt if it can be fixed. The sensor to determine if the lid to the coffee beans and grinder is closed is about 1/8th of an inch off from the magnet in the lid so it constantly shows the "error" light because the machine senses that the lid is off. The door on the right side where the grounds get dumped also has a sensor issue. I have to leave the door open a little or the machine won't work.
After spending $700 I would not expect to have to spend 5 minutes troubleshooting every time that I want a cup of coffee. I would also expect much better service.
Rating - Great when it works
I have had this machine for 5 months. The first four were exemplary. Then came the priming issues. It would not prime after using the hot water function. I have emailed and called Saeco here in Ohio without a single reply. You expect a bit better for an appliance that costs so much.
So buyer beware.
Just hope you don't have to call for help.
Rating  - Nice machine but watch out if you need anything from Saeco
I liked the machine for the few weeks I was able to use it. However, one part dropped and cracked, and then it was a struggle to find someone who could supply the part. Once I had the part, I needed help with putting a small spring back in - I just needed to know which end is up, and what the two ends need to catch on. There is no detailed documentation that comes with the machine. It makes two weeks since I first started dealing with Saeco, and they have only bounced my message around. The supervisor of customer service thought I was trying to order an entire new brew group because she couldn't be bothered to read my actual question. Saeco's service is extremely disappointing, and would probably prevent me from purchasing another machine from them.
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Customer Reviews for Saeco,S-OG-SG,708461000224,0708461000224,B000UM2CUO, |
