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Date: 10 Nov 2006 05:37:02
From: PhilB
Subject: Gaggia Service already :(
Whohoo! My Gaggia classic has arrived (as a gift) from Amazon.co.uk!

Boo! the tank has a small star fracture :(

I haven't tried filling it yet to see if it actually leaks - I'm trying
the Gaggia Service number first. I called the (UK) number listed under
the 24-month guarantee first, but it was busy. Anyone any experience
with customer support in the UK? Should I try the out-of-guarantee
number, or am I better off working on the guarantee number first?

I don't expect Amazon will care much beyond a return and replace, and
that seems excessive (and I won't get the replacement soon, I'd guess)

Anyone any suggestions?

Also, I presume I should wash the tank, brew head and any other bits
that come into contact with coffee or water before I start?

Thanks,

Phil





 
Date: 15 Nov 2006 14:32:09
From: PhilB
Subject: Re: Gaggia Service already :(
No sign of the new tank yet (Wednesday evening), though the original
isn't leaking either.

On Nov 10, 5:54 pm, "PhilB" <philip.bow...@gmail.com > wrote:
> On Nov 10, 4:54 pm, "John S." <hjs...@cs.com> wrote:
>
> > PhilB wrote:
> > > > > Boo! the tank has a small star fracture :(..ooops! I wonder who thought of that?!!...
> > That is very encouraging information about Gaggia. Customer support
> > like that will encourage others to buy their machines.Quite - anyone can have something go wrong, but I judge by how they put
> it right. The people I spoke to were pleasant, helpful, and able to
> resolve my problem to my satisfaction. No complaining I hadn't
> registered my purchase (I'd only just opened the box), no charge. They
> just wanted the old tank back so they could get a refund from the
> supplier.
>
> Phil



 
Date: 10 Nov 2006 09:54:51
From: PhilB
Subject: Re: Gaggia Service already :(
On Nov 10, 4:54 pm, "John S." <hjs...@cs.com > wrote:
> PhilB wrote:
> > > > Boo! the tank has a small star fracture :(..ooops! I wonder who thought of that?!!...
> That is very encouraging information about Gaggia. Customer support
> like that will encourage others to buy their machines.

Quite - anyone can have something go wrong, but I judge by how they put
it right. The people I spoke to were pleasant, helpful, and able to
resolve my problem to my satisfaction. No complaining I hadn't
registered my purchase (I'd only just opened the box), no charge. They
just wanted the old tank back so they could get a refund from the
supplier.

Phil



 
Date: 10 Nov 2006 08:54:49
From: John S.
Subject: Re: Gaggia Service already :(

PhilB wrote:
> On Nov 10, 2:43 pm, "Bill (Adopt)" <a...@billsimpson.com> wrote:
> > In article <1163165822.868373.16...@m73g2000cwd.googlegroups.com>,
> > PhilB <philip.bow...@gmail.com> wrote:
> >
> > > Whohoo! My Gaggia classic has arrived (as a gift) from Amazon.co.uk!:))
> >
> > > Boo! the tank has a small star fracture :(..ooops! I wonder who thought of that?!!...
>
> > > Should I try the out-of-guarantee
> > > number, or am I better off working on the guarantee number first?
> > > I don't expect Amazon will care much beyond a return and replace, and
> > > that seems excessive (and I won't get the replacement soon, I'd guess)
> > Might be the realistic option.. after all, it is
> > Amazon that is initially responsible to you in GB/EU
> > law.. They are the ones who who should be haggling
> > the warranty contract with Gaggia.
> >
> Well, having phoned Gaggia and left a message, someone phoned me back,
> and they will ship me a new tank. They said it should arrive Monday,
> and I should use the current one until it arrives, then post that back.
> I have checked it out, and it looks like the crack isn't all the way
> through the plastic - it doesn't seem to leak, anyway. They agreed that
> Amazon were unlikely to have parts, or do anything other than swap it.

That is very encouraging information about Gaggia. Customer support
like that will encourage others to buy their machines.



 
Date: 10 Nov 2006 08:10:29
From: PhilB
Subject: Re: Gaggia Service already :(


On Nov 10, 2:43 pm, "Bill (Adopt)" <a...@billsimpson.com > wrote:
> In article <1163165822.868373.16...@m73g2000cwd.googlegroups.com>,
> PhilB <philip.bow...@gmail.com> wrote:
>
> > Whohoo! My Gaggia classic has arrived (as a gift) from Amazon.co.uk!:))
>
> > Boo! the tank has a small star fracture :(..ooops! I wonder who thought of that?!!...

> > Should I try the out-of-guarantee
> > number, or am I better off working on the guarantee number first?
> > I don't expect Amazon will care much beyond a return and replace, and
> > that seems excessive (and I won't get the replacement soon, I'd guess)
> Might be the realistic option.. after all, it is
> Amazon that is initially responsible to you in GB/EU
> law.. They are the ones who who should be haggling
> the warranty contract with Gaggia.
>
Well, having phoned Gaggia and left a message, someone phoned me back,
and they will ship me a new tank. They said it should arrive Monday,
and I should use the current one until it arrives, then post that back.
I have checked it out, and it looks like the crack isn't all the way
through the plastic - it doesn't seem to leak, anyway. They agreed that
Amazon were unlikely to have parts, or do anything other than swap it.

>
> > Also, I presume I should wash the tank, brew head and any other bits
> > that come into contact with coffee or water before I start?Good idea, but not sure you need to be too worried.
>
> ..although having rinsed the tank, I'd tank up and
> run the pump for a short while in the first instance,
> as recommended in the start-up instructions. This
> will fill the boiler, amongst other things ..and also
> ensure that you have no excessive leaks.
>
> Having done this, it might be helpful to continue by
> running the machine up to temperature - and draw a
> blank shot, (even a direct discardable test shot),
> just to check that all's in order.
>
> The temperatures around will be enough to kill off
> any latent nasties...
>
> Then try it for real ..but, for the moment and until
> you get used to it, follow exactly the instructions
> in your Owner's 'Manual'...
>
> ..and continue to enjoy your new found expertise..!
>
> hh... :))
>
> Bill ZFC

Thanks for that. Yes, I carefully read the instructions (for once!) and
pulled a mug of water through during the pump priming, then a cup
through the basket after the six-minute warmup. Then as the coffee I
ordered a couple of weeks ago (too early) is still in the freezer, I
used an illy pod (gasp) I'd bought to play with.

Definitely the best espresso I've ever made at home, and that's just
from a pod. Really looking forward to how it will come out when I start
grinding the beans.



 
Date: 10 Nov 2006 14:43:33
From: Bill (Adopt)
Subject: Re: Gaggia Service already :(
In article <1163165822.868373.16630@m73g2000cwd.googlegroups.com >,
PhilB <philip.bowman@gmail.com > wrote:
> Whohoo! My Gaggia classic has arrived (as a gift) from Amazon.co.uk!

:))

> Boo! the tank has a small star fracture :(

..ooops! I wonder who thought of that?!!...

> I haven't tried filling it yet to see if it actually leaks - I'm trying
> the Gaggia Service number first. I called the (UK) number listed under
> the 24-month guarantee first, but it was busy. Anyone any experience
> with customer support in the UK? Should I try the out-of-guarantee
> number, or am I better off working on the guarantee number first?

> I don't expect Amazon will care much beyond a return and replace, and
> that seems excessive (and I won't get the replacement soon, I'd guess)

Might be the realistic option.. after all, it is
Amazon that is initially responsible to you in GB/EU
law.. They are the ones who who should be haggling
the warranty contract with Gaggia.

(Recent comments from Trading Standards that one,
albeit with a differing EU product)...

> Anyone any suggestions?

How far are you away from, for instance, Norwich..
where Gaggia's Master Baristas at one of the main
Gaggia Centres - (this one within the House of Fraser
multi-store in the new city centre Chapelfield Mall)
- will almost certainly have an immediate look for you.

(They may well the people that will get your 'returned'
equipment for warranty servicing anyway)...

Try..

+44 (0)1 603 305 796 or the main shop switchboard
number if a fax is bleating accidentally..

..and make your plea! (They should be around until
21h.00/22h.00 this evening, Thursday ..late night
opening).. ..and they're /very/ helpful.. ;))

(Dunno about House of Fraser or John Lewis in
Oxford St., London - but I guess they'd do the
same)...

> Also, I presume I should wash the tank, brew head and any other bits
> that come into contact with coffee or water before I start?

Good idea, but not sure you need to be too worried.

..although having rinsed the tank, I'd tank up and
run the pump for a short while in the first instance,
as recommended in the start-up instructions. This
will fill the boiler, amongst other things ..and also
ensure that you have no excessive leaks.

Having done this, it might be helpful to continue by
running the machine up to temperature - and draw a
blank shot, (even a direct discardable test shot),
just to check that all's in order.

The temperatures around will be enough to kill off
any latent nasties...

Then try it for real ..but, for the moment and until
you get used to it, follow exactly the instructions
in your Owner's 'Manual'...

..and continue to enjoy your new found expertise..!

hh... :))

Bill ZFC

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