My husband bought this espresso machine off e-bay and it was refurbished, and came with a one year warrenty, he paid $550. We had the machine 5 months and it began to leak, we sent it in per their instructions at our expence for $65.00 and paid for a cleaning which was opptional for another $45.00. I started to have the same problem all over again, so I called 11-14-05 left a message for the Tec dept. Called a 2nd time 11-20-05...no call back, then I tried sales 11-25-05 because no one would call me back at customer service. I spoke to Phill explained that the machine was doing the sasme thing as the last time, leaking water. He said he would give the info to the Tec dept, I explained that they never call back.
Sure enough they did not call me, I then called sales again and asked to speak to a manger. I spoke to Mark, I explaind to him what was happening, he sent me forms to fill out and fax back, so I could get a repair number by e-mail. I never received the e-mail with the repair number and my fax varified that it was received. So I called again 12-6-05 and I was told to send n...I paid $65.00 for shipping and requested a cleaning costing me $45.00 again... My husband receives a call from their Tec dept. saying we have to pay for the shipping and repair, he explains that it is still under warrenty, she said she will call back...we never get the call back. My husband called them back and spoke to Linda, she said that it is'not under warrenty and that the machine had scalling which made the boiler crack, and said the machine has not been descaled. This is not true, I do descale the machine, it will tell you on the screen when to do this, and when I got the machine backafter the first repair I programed it for less cups of coffee between the descalling period. I called Mark in sales and he is saying becase my water is hard I am not descaling enough, and now saying the stare bucks descaling solution is not working, and I should turn the machine off all the time, but it states in the manual that you do not have to do this all the time...they are giving me the run around...I have done everything to care for this machine...and was within the warrenty time of this 2nd break down. I feel as a consumer my rights are being violated. I am at their murcy because Mark in sales said they will send the machine back and not repair it, unless I pay.