Resolved: Whole Latte Love - Dissapointed
Unfortunately, a misunderstanding compelled me to write this review. we came to a resolution thanks to Tracy. "Great Customer Service!"
I purchased a Profitec Pro 500 approximately a year ago and never had a problem with it. The quality was excellent and I really enjoyed the machine so I decided to give it to my son in-law and upgrade to the Pro 700. That's when things went down hill.
When the machine arrived I noticed the outside box was damaged. There was a decent size hole that continued to the inner box, so I called customer service right away to make a claim. I sent them a picture so they could assess the damage. After viewing the pic customer service decided to replace the item.
A few days later I received what was to be a new machine. Upon opening the machine I observed the Styrofoam packing around the machine was torn which was not the same way I received the Pro 500(all packing material was perfect). The machine had water spots all over it; understand when you purchase a $3,000. item it should be spotless when received. Supervision should be overseeing every item that leaves their facility.When I took the machine out of the carton and examined it I noticed the warming tray had a big scratch on the bottom and the top rail was scratched all over with black marks on it. I was also missing a tamper that was to be provided. I subsequently called WLL to inform them of my dilemma. The response was less than desirable. I was informed by Andrew that I could possible receive a replacement tray within a month or two. He would have to contact Profitec in Germany, or outsource which I thought was kind of odd considering they had other machines in stock. He told me he would call in a couple of days to update me on the progress; no call was ever made to me.
In the meantime I decided to run the machine. After using it a couple of times I noticed the group head continued to have a small leak days after sitting idle. After making numerous calls and getting no resolution to the issues I was having, I started to feel very uncomfortable about their policies so I disputed the charge with my credit card company. Fortunately the end result was satisfactory(no thanks to WLL).
In closing I would just like to say that I have been a loyal customer of WLL for a while. I have bought all my supplies from them. I believe that "customer Service" is paramount to having a good customer base. WLL failed with me. I hope that prospective buyers read this review and take some credence in what I experienced.
' It's unfortunate that this happened so I'm looking to buy my new machine(ECM Synchronika) from another vender.
Reason of review: Bad quality.
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