This is why I will never shop at Hirsch's or buy a Delonghi in my life again

The following was my issue communicated to the Chief Operating Executive Margaret Hirsch on a faulty Delonghi Coffee Machine:

1. This machine has been sent back to Delonghi 4 times in the last year as it stops Frothing. Its been sent back each time with the same problem. Only to be turned and ‘breaking’ after a period of time as per the dates indicated below. 2. When we received it back in September we were told by Delonghi we must contact Elias when it breaks again. In January this year it broke again and tried to contact Elias multiple times but no joy.

The job card details: Job card Number Date 466411 04 May 2 ********** 53 30 July 2 ********** 11 22 September 2 ********** 21 21 February 2018

As you can see I have not been assisted very well from Hirsch’s or Delonghi.

I received a call from your store today to come and fetch my machine as it was again ‘fixed’. I don’t want the machine anymore as I do not trust that it will work. So I request a refund as the warranty expires soon.

And this is the reply from Margaret herself:

I acknowledge receipt of your letter about your Delonghi coffee machine.

Any coffee machine should be serviced every six months and between July and September, it’s been about a year since it was last serviced.

You can’t have a coffee machine, use it for two years, give it back and get a credit. It doesn’t work like that.

It is working now. Each time the milk section of the frother has actually been bunged up with fat from the milk which hasn’t been cleaned out. What I suggested is that the service manager from Delonghi calls you and explains to you how to clean and how to service the machine yourself. If you can’t service it yourself you can bring it to us and for a nominal fee we will service it but any bean to cup coffee machine with a frother like this should be serviced once every six months. More to clean it out than anything else, else you will have a build-up of residue. It should be flushed out and descaled regularly.

When you come to collect it please remember to get some descaling tablets as well as you will be needing these.

Trust this clarifies matters.

Kind Regards Dictated by Margaret Hirsch/ transmitted by Fay