I recently had a mechanical problem (order 1358108) with my Gaggia Accademia that I purchased in May 2012. Called the support section and they wanted me to send it in to be checked out. I got the necessary info from Whole Latte Love to set up the work order and shipped it to them. I got several e-mails telling me they had received the machine, then when they started to evaluate the machine and another one when they shipped it back to me. The whole process was fantastic and I received my machine back in just under 2 weeks of my shipping it out. I set it up, made 2 cups of coffee and the original problem came up again. I immediately called support, they brought up the work order and was told their technician had plugged the machine in and could not get it to repeat the original problem for them so it was sent back to me. I was asked to make a video to show exactly what the machine was doing so they could see it and try to evaluate the problem. I sent the video in attached to an email and the following day I was instructed to ship it back to them for maintenance. Whole Latte Love set up a pick up by UPS at their expense and I got my machine back even quicker than the first time I sent it in. This time my machine is working perfectly and I'm once again drinking some great coffee and espresso. Although I had to send it in twice, I am VERY pleased with their dedication to customer delight and taking care of the problem quickly. These guys have a dedicated customer now and I would recommend them to all my friends. Thanks "Whole Latte Love!!!!"
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Sanfam ♦ Thank you for your feedback! While repairs are normally settled in one pass through our shop, things can occasionally happen that would allow for the true cause of a problem to go undiscovered. Here, the video you supplied really helped us hammer home what was happening and get it sorted out once and for all. In any case, I'm glad to hear that your machine is back at home and working the way it should. Thank you very much for your time, your patience, and your follow-up. I'll be sure to pass the news along to our Technical Support team!
12-01-2012 12:19pm |