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This is a warning to anyone thinking of sending their machine for service or repair to Philips! My Gaggia New Espresso Color was leaking round the group head seal and although I got a couple off the internet, I was not brave enough to attempt replacing myself, as you have to access it by dismantling the machine. I could not find any local servicers and there were a number of sites I found all claiming to be 'official Gaggia agents' but all wanting you to send your machine to them. When in a cookware shop recently, he gave me the Philips contact number and I though 'hey it's Philips, it's going to be legit and hassle free' - little did I know. I called them and they arranged through the company NESN for the machine to be collected by DPD couriers - we were told the driver would stay on site whilst we packaged the machine for a max 15 mins but he said he could give u 5 mins max, so we had to really rush to package it in the box and packaging material the driver had brought with him. Over a week later I was informed that my machine had been badly damaged but the packing box we had packaged it in didn't show any signs of damage - to me, it suggests my machine was dropped at the workshop (it was sent all the way from me in Kent to Wrexham!). By the way, I had to pay up front for the service which was £101. The best they would offer was a replacement machine supposedly 'like for like'. The replacement turns up and although it was a 'grade B' machine - as mine had two barely noticeable minor scratches on the housing, which I had indicated in the packing paperwork - this replacement had some small signs of rust on the edge of the hot plate and heavy scratches elsewhere. I called Philips to say it was not good enough and I wanted either a full refund of the service charge or a brand new machine. All they offered though was money off vouchers for an undisclosed amount on other Philips products -whoopee - or a set of Gaggia cups 'worth' £60 - again, whoopee! I said I was furious and demanded a full refund but it was not their policy - so I said I'd have the Gaggia cups and would they turn up cracked! I also said I'd tell everyone I knew about what had happened. So for my £101, they knackered my own machine, replaced it with something in bad cosmetic condition - I wish I had never ever approached them and I warn everyone else not to use Philips, NESN or DPD couriers ever! I tried the replacement machine and the first two cups tasted horrible - however, no leak on the first but the second poured out water just like one needing a new seal! Then it seemed to work okay after throwing away those two cups - but the flow was quite poor but at least no water leak around the head. I don't use ground coffee, I use pods so that's not the problem. If it leaks badly when I use it next, I shall be on the phone again!
JUST TO CLEAR A COUPLE OF THINGS UP REGARDING OFFICIAL GAGGIA REPAIRS, IF YOU HAVE A WARRANTY REPAIR OR REQUIRE A SERVICE THE OFFICIAL SERVICE PROVIDER AUTHORISED BY PHILIPS UK IS NOW www.nesn.co.uk However, all enquiries via telephone are to go through Philips on 08003316015. the former provider SGS ltd has now closed Hope this sorts any concerns out
Hi guys! Help needed in finding reliable supplier of new Gaggia Classic-how about Caffe Italia? How is Gaggia servicing going with the Company changes? For my grinder I'm looking at a Mazzer Mini E doserless or a mahlkonig Vario. Can just about afford that kit new but couldn't afford the constant upgrade route that most folk seem to go. All comments will be gratefully received. Thanks, Freddo