Breville BES920 Warranty Replacement Issues at The Good Guys

Gladioli on 23/06/2020 - 15:58

Hi folks, I bought a Breville BES920 Dual Boiler coffee machine and smart grinder pro 12 months ago from The Good Guys (TGG) via ebay on this deal: https://www.ozbargain.com.au/node/463763
Two weeks ago it developed an overheating issue. So, two weeks ago I took it into the TGG store where I picked it up from originally to see if they could do a warranty repair or replacement (2 year warranty). They said leave it with us and we will give you a call.
They call me up today to say it is a discontinued product, they have no stock and so they can offer to replace it with the Sunbeam EM7000 (clearly an inferior product).
A nearby store (an hour or so away) has stock, but they said, because its a clearance item they can't do a transfer from the other store. They offered me a refund to then use to go and purchase the clearance item, but I paid $632 and the clearance item is priced at $899.
I see TGG are now stocking the very same machine as a combination with the smart grinder pro for $1599, double what I paid for the pair. Presumably, because it is bundled with the grinder they can't provide me with the machine on its own.
What should I do? What are my options? Is there any way I can get my dual boiler machine back without forking out extra?

Electrical & Electronics Breville Coffee Machine

Related Stores

The Good Guys
The Good Guys

Comments

  • user27 on 23/06/2020 - 16:11

    Definitely tell TGG that you will be speaking to consumer protection or the equivalent in Qld. And then speak to consumer protection. THey have an obligation for a defective product to refund the money.

    • Gladioli on 23/06/2020 - 16:14

      Thanks @user27. They are happy to refund the money, but I actually just really want the machine. It has been a great machine and I love my espresso. But, because they have changed around the product offerings, the only way I can get the same machine is to fork out additional cash (even up to $967 extra if going with the combo).

    • dizzle on 23/06/2020 - 16:16

      They have already offered to refund the money.
      OP wants them to replace like for like, where their replacement is value for value.

      I think they have fulfilled their obligations by offering the refund. I think the only way to get replaced like for like would be to go through breville instead. They will likely have the option to replace singly (where GG only stock the bundle now), or if they have run out they could replace with the new version (instead of the EM7000).

      • oscargamer on 23/06/2020 - 16:29

        No. The buyer chooses whether to get repair, replacement or refund.

        Problem is when the exact model is not available. Then a refund is the correct way to go.

        If it was me, I would be insisting on a replacement, because it's available. The fact that the price has gone up is irrelevant.

  • Niko123456 on 23/06/2020 - 16:12
    +2

    Contact Breville directly and they'll organise a repair.

    • Gladioli on 23/06/2020 - 17:00

      Thanks, this seems to be the consensus and sounds like a good idea.

  • Ronthecrypto on 23/06/2020 - 16:13

    Apparently Good guys are very Bad guys now.
    bought vacuum cleaner from them 1 year ago with 5 years warranty,
    I provided receipt and all but I was told anything over 6 months, they have to send it to the manufacturer and if the manufacturer found out its the User's fault, I will be sent invoice.
    Saw one lady having issues with tablet she bought 1 month ago and they were saying similar stories. she smashed the tablet on the floor and left the store showing middle finger to the manager.
    I have never ever purchased anything from Good guys.
    JBHIFI has been best with my experience.

    • Prince K on 23/06/2020 - 20:18
      +3

      You’ve had the vacuum for 6 months, it’s perfectly reasonable for them to send it to the manufacturer. Obviously if it is the users fault you have to bear the cost.
      A lady displaying violent behaviour in public, without knowing the full story for all we know she could’ve been trying to return a stolen product.
      Don’t really see how they are the bad guys

    • Niko123456 on 23/06/2020 - 20:32
      +2

      They're owned by the same company

  • cray on 23/06/2020 - 16:18

    EM7100 isn't that bad at all really. I have one and it's been my daily driver for the last 2+ years; long blacks in the morning and lattes after work. Frothing is a bit on the slow side but it has dual thermoblock so rather quick heat up time. I pair mine with the smart grinder pro as well.

    But yes probably still an inferior product compared to the BES920. I'd just take the refund and buy the replacement/clearance if you're not willing to wait, or take it up with Breville directly. I hear they're pretty good too.

    EDIT: Sorry mine's the EM7100. The 7000 is definitely an inferior product.

    • nickw444 on 23/06/2020 - 16:24
      +1

      take it up with Breville directly.

      This might be worthwhile. IIRC the BES920 has a 2 year replacement warranty/guarantee

  • nickw444 on 23/06/2020 - 16:23

    I am 90% sure it's not discontinued. I see it's still listed on the TGG website, albeit out of stock (probably due to WFH'ers wanting a coffee hit at home). Regardless of the stock level for the BES920 standalone model, it can still be purchased as a package with the grinder, so surely couldn't be discontinued…

  • motion2082 on 23/06/2020 - 16:30

    Discontinued? What are they replacing it with?

    I would contact Breville directly

  • smokey68 on 23/06/2020 - 16:47

    I called Breville a week ago about the BES920 Dual Boiler as VIC retailers had either run out of stock or stopped selling the individual unit. Breville said as far as they could see it wasn't discontinued in their system and their next shipment of units was due in August from China.

  • seraphim2017 on 23/06/2020 - 16:50

    TGG currently 'dealing' with 6 week old TV, developed a line across it intermittently, . They were strongly pushing me to go direct to manufacturer for a refurb, which I said no to, as I paid for a new tv, not a refurb after 6 weeks (just) of use. Will see where this goes! Model I bought 6 weeks ago discontinued so nothing else available if I get the chance to return it either! We'll all be huddled around a tiny tv!

    • cray on 23/06/2020 - 16:58

      Didn't expect to see so many bad experiences with TGG. Just push hard and get them to swap it out with a brand new one or get a refund and buy from elsewhere. They can deal with the manufacturer themselves. Ridiculous from TGG.

  • powerhammer on 23/06/2020 - 16:56

    Sorry to hijack but has anyone found a bottomless portafilter to fit the BES920 other than the stock Breville option?

    It has been out of stock on Breville's website for months.

    https://www.breville.com/au/en/parts-accessories/accessories…

    • holdenmg on 23/06/2020 - 17:29
      +1

      run 58mm Naked Portafilter into ebay.com.au and you get one for $90
      Item no. 151229888642

      • powerhammer on 25/06/2020 - 23:02
        +1

        I am not sure this will fit the Breville but will ask the seller. Cheers!

  • Abaddon on 23/06/2020 - 18:34

    See if they'll swap it for a Barista Pro maybe? Just got one for work and I'm loving it, quicker and quieter than the Barista Pro it replaced.

    Tried a mate's Oracle on last week, and I think I'd prefer the Pro

    • motion2082 on 23/06/2020 - 20:54
      +3

      Swap a 58mm / Dual Boiler for a 54mm / Single Boiler …. yeah nah

Login or Join to leave a comment
Login Join