Review Gaggia11400 Achille

Review Gaggia11400 Achille

I called the number given for service and reached Importika, the importer of the machine. The people I dealt with were not timely in responses to phone calls and e-mails. I had to be persistent beyond reasonableness to receive the necessary approval to send it in for service. I was told repeatedly that they would notify me when the part arrived from Italy. They never did that. I had to contact them. Then I had to pay $50 for shipping. The only service center that had the part was on the east coast, I live on the west coast. The west coast service center did not have the part. That repair took 3 1/2 weeks from the time it left my door until it returned. In early December the machine started dripping uncontrollably from the showerhead. Again, I had to deal with the same people at Importika. Again, I had to be the one to continually contact them even though I was told several times that they would contact me. They never did. Finally, they told me it had to be sent in for repairs. Since this was the second time it was being sent in for repair in 6 months, I made two requests of them. First, I asked that they send to me a prepaid shipping label, and secondly, that they replace the machine with a new one. These requests, in my experience, are not unreasonable, especially given the over $1,000 price tag. That was at the end of December. It is now Feb. 7 and they have not responded. For the cost of this machine, I expect exceptional service if it is needed. I have NOT received exceptional service. I would not even call it acceptable. The machine has stopped dripping in the mean time and I'm hoping that it has miraculously cured itself.
The machine makes wonderful espresso. I've made espresso for years with other Gaggia machines and it took weeks of experimenting to get the correct combination of grind fineness and tamping pressure. Once I had it figured out, it makes the best espresso I've had from a home brew machine. I use Illy Caffe beans. Using it will build your biceps.
In summary, it's a fantastic machine with a couple of reliability issues and absolutely awful customer service for after the purchase repairs. Cross your fingers that you won't need to do so.

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