Whole Latte Love - WHEN THE *** HITS THE FAN!
In August,2012 we purchased our Gaggia Platinum Swing for not much under a 1000 bucks over the phone from Mark at Whole Latte Love in New York after we couldn't find a similar quality machine in San Diego,Ca.He even threw in an extra 12 months warranty parts only on top of the normal 12 months warranty to sweeten the deal.We were very happy with the machine for about the first year.However in the latter half of 2013 we noticed small drops of water underneath the machine near where the water reservoir sits nearly every time we ran the steam.We had owned 3 cheaper brand expresso machines previously over a period of 10 years and the only one that leaked ended up in the trash bin.The occasional leaking persisted even after extra descaling and checking that the water filter was in place properly so it started to became a worry even though the machine still made great cappuccinos.In January,2014 we decided to call customer service at Whole Latte Love in Rochester and ask about the leaking problem.The technician got me to pull the brew head out and check a few spots inside but basically said unless we see coffee dregs in the water droplets under the machine then not to worry because a bit of water leaking underneath is not unusual.For the next few months we continued to make our cappuccinos every morning and the water droplets became little pools of water.After almost 2 years and nearly out of any warranty the steam to froth the milk sometimes would refuse to come on.In the end we gave up and contacted these guys again two months after all warranty ran out.We managed to speak to Andrew the customer service manager who initially said that we would have to send the machine to New York and pay for it to be repaired.This was on top of us paying for shipping to and from Rochester which would come to $220.After pointing out that we had contacted them almost 12 months ago about the leaking problem he relented on charging us for repairs.We paid the $220 UPS shipping to and from Rochester and our repaired Gaggia machine has been back with us a week now and thankfully is not leaking anymore.As we were told a seal had perished and this had damaged a little circuit board so both these parts had been replaced at a cost of less than $100 + labor which we didn't have to pay.We don't have high hopes that this machine will see out the 5 years we hoped it might last to justify the high cost of purchase.This is because another Gaggia authorized repairer told us the Gaggia Platinum Vision is poorly designed and uses cheap quality seals which don't last long.When we initially purchased the machine from these guys in New York and it was shipped to us free of charge we never imagined nor did the sales guy Mark inform us that the machine could only be shipped to their facility in Rochester if it needed repairs and that we would be liable for ALL SHIPPING COSTS ......even during the warranty period.WE WILL NOT BUY FROM THIS COMPANY AGAIN and probably will not buy a Gaggia expresso machine again either.If our repaired machine does not last at least another 3 years then Whole Latte Love will wish they had never sold it to us.I promise.If you are smart then I suggest you avoid buying anything from Whole Latte Love.
Reason of review: Not as described.
Monetary Loss: $1200.
Preferred solution: Full refund.
I didn't like: Customer service.