Smeg service and Feedback poor

Service Ticket 598782 - Flag Ship coffee machine - What a disappointment - Initial we raised a complaint about the Americano Coffee setting no longer producing a strong type coffee like memory recalled. Contacted SMEG they said the machine needed a service - This is a big built in coffee machine, we requested a on site service - To our supersize SMEG do not service there own machines, the work gets outsourced - Appliance Parts Online eventually came to site to service the machine but said it had to be removed it took numerous calls to SMEG to come out and no it seems the machine can not be serviced on site. There is no proper feedback from SMEG or appointed service provider it is almost 6 months and we still have questions as the service provider said the American setting is still producing the same coffee after servicing they are charging call out service fee and for all the coffee spent on testing and we still do not have our machine back. The amounts charged is not the problem it is a matter of principle and lack of feedback not after-sales customer service