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1 reviews | Active since May 2016

15 May 2016, 07:32

Breville Barista Espresso

I bought a Breville Barista Espresso coffee machine 3 years ago from @home for R4500. I brewed some fantastic coffee, but after 2 and a half years the steam valve broke down. @home Moffet on Main, PE, sent it to their repairs workshop in Cape Town, and it came back after six weeks and R600. Within 3 months the water pump broke down, this time @home Greenacres, PE, sent it to their repairs workshop in Johannesburg, and after two months the machine came back, with a R2000 account. The waterpump was supposed to be replaced, but the machine was assembled skewly and with the wrong steam valve. I could not use the machine, I could not even check if the water pump functions properly. @home Greenacres resent it to Johannesburg, it was reassembled correctly, but now the new waterpump is broken as well. I will take the machine back, I have to!, but there is no reason to believe that @home will give me a decent service this time. I advise you, do not buy Breville products from the sole supplier in SA, @home, because they do not offer any after sale services.

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Replies (5)
@Home
@Home's reply15 May 2016, 08:13
Official
We are so sorry to hear about your experience, this is definitely not the kind of quality we strive to offer our Customers! We’ve passed your details on to the manager who will be in touch with you directly to sort this out. Thanks, The @Home team
's update15 May 2016, 09:05
Reviewer Update
Thank you @home for the speedy reply. Though the responsibility does not lie with the store manager, he can only act as the "middelman" between me and the repairs workshop. It is scary to think about it. Either the repairs knowingly sent me a faulty machine, for whatsoever reason, or they sent it unknowingly, which means they didn't check if the machine is repaired properly. If I were you I'd fire the repairs manager.
@Home
@Home's reply16 May 2016, 07:11
Official
Hello Willie De Koker Thank you for taking the time to send us this feedback. We have escalated this to the Field Management Team who will contact you directly. Thanks The @home Customer Care Division
's update22 May 2016, 16:24
Reviewer Update
My expectations were exceeded. The store manager in Greenacres @home, Michiko, phoned me with the offer to exchange my coffee machine for the demo model that was used in their store. The machine is in excellent condition. I have the new machine for four days, and it brews fantastic coffee, just like my previous Breville Barista Espresso did when I bought it. Thank you Cohen and Michiko for your friendlinees and effiency. I reiterate that the problems I experienced was not with you and your store, but with the service I received from the repairs workshop.
@Home
@Home's reply24 May 2016, 07:40
Official

Thank you for the compliment and we are glad to have found a resolution to your situation. We take all feedback seriously and have escalated your concern for the repair workshop with the Operations Management Team.

Thanks again.

The @home Customer Care Division