Seeking suggestion for Breville Barista express coffee machine repair

BamOz on 13/02/2023 - 10:28
Last edited 13/02/2023 - 12:46 by 1 other user

Hi Peeps,
Got the Breville Barista Express manual coffee machine from Harvey Norman Auburn in Dec 2022 (1.5 months back) and the grinder has stopped working. The grinder does not turn on upon pressing the switch. Followed some DIY videos for cleaning the burr and observed the grinder blades are rotating freely, seems more like an issue with the switch, just does not turn ON the grinder.

Its 1.5 months old and although electronics can break down anytime was never expecting a brand of this repute and one of the popular machines to give way this early. Since its just a month old, planning to have it repaired rather than buying a separate grinder outright. Also, not an expert with tools so not thinking of repairing myself.

I called up Harvey Norman and they advised to pack and get the machine to store and told me they will have it repoaired in 14 days. My understanding was Breville would be sending a technician to repair at home.

Its a hassle to take in the machine to store and then not having its for 2-3 weeks. I am trying to call breville directly, have been on call with their customer support for over an hour now and the wait time keeps increasing instead of counting down !!. A popular brand but seemingly not a great customer service expereince.

They are many seasoned espresso users in this group. Requesting your suggestions on below -

• How to best reach out to Breville ?
• Machine is under warranty, so will they be sending a technician to repair at home ?
• What is their usual repair lead time for issues like this ?
• OR, Is it worth the hassle to take it to Harvey Norman instead of reaching out to Breville ?

• 

  Jimothy Wongingtons on 13/02/2023 - 10:34

  +1

  My understanding was Breville would be sending a technician to repair at home.

  Just to clarify did a salesperson tell you this, or was it stated somewhere on official Breville advertising/website? I couldnt see anything about it with a quick google.

• 

  zuccs on 13/02/2023 - 10:46

  The retailer is always happy to handball it back to Breville to service it under their limited warranty (12 months for Consumer, 3 months for Business).

  As it's their policy, I believe Breville have right to choose how they repair it and you have no say in it. Perhaps you get lucky on the phone?

  If you're not happy with Breville and you go back to the retailer, they will just send it off to their third party repairer anyway (which might end up just back at Breville!).

  • 

    Jimothy Wongingtons on 13/02/2023 - 11:14

    third party repairer

    looking online at least in QLD there is only 3rd party repairers.

• 

  Grish on 13/02/2023 - 10:46

  I would probably just take it back to HN and demand an immediate replacement.

  Isn't that your legal right?

  Might be worth checking the ACCC.

  • 

    djsweet on 13/02/2023 - 10:58

    https://www.accc.gov.au/consumers/problem-with-a-product-or-…
    This likely falls under a minor problem (can be easily fixed in a reasonable amount of time). Which means you are entitled to a repair.

    The consumer is only entitled to a replacement or refund if it is a major problem.

    • 

      kiitos on 13/02/2023 - 11:27

      Why would it be considered a minor problem? It can't make coffee as intended without the grinder working.

      Edit: oh, ok, didn't realise major vs minor can be predicated on ability to be fixed in a reasonable time.

      • 

        djsweet on 13/02/2023 - 11:30

        Easily reparable within a short period of time. Likely just a loose wire or broken button or something. You can still make coffee, you just can't grind. The ACL is not very specific in its guidance. You could argue either way.

        That said, I would be pretty effin pissed in the OPs situation, where I'm looking at a repair time of about 30% of the total length of ownership to-date. I would be pushing for a replacement or refund.

      • 

        Grish on 13/02/2023 - 12:30

        Is 2-3 weeks considered reasonable? I would argue it's a major issue especially given its age.

        If it's just a 15 minute switch replacement, then a 2-3 week wait is unreasonable.

        The overall machine is rendered useless, given the integrated grinder is a major component and reason to buy this model over a model without the grinder.

        • 

          Typical16-bitEnjoyer on 13/02/2023 - 13:25

          @Grish: That's the fun part, ACCC refuse to further specify what reasonable and unreasonable is, nor expected life of products. We get to play 'reasonable' vs 'unreasonable', and breach of ACL or not a breach, on here!

• 

  Switchblade88 on 13/02/2023 - 14:48

  I have this exact machine, with nearly the exact same issue - grinder would activate fine when empty, then stall when actually trying to grind.

  Sent it back to TGG, who shuffled their feet for two months. I asked to speak to a manager about a replacement who finally pulled their finger out and gave me a new machine.

  If HN promised a 14-day repair (make sure it's in writing!) then do that. If they go past a fortnight then you have grounds to make a claim for a replacement.

• 

  BamOz on 13/02/2023 - 15:15

  +2

  Hi All,
  Thanks for all your valuable suggestions. Managed to get a replacement from HN (authorized by Breville)!.
  Here are how things went -

  • Opted for call back option and hanged up call with Breville.
  • Breville rep. called after 2 hours.
  • Explained the issue. They did few basic troubleshooting on call, it still did not work.
  • After checking for a while, Breville rep. offered a return authorization code to swap the machine citing its only been with me for 1.5 months.
  • Took it HN and explained the details (shared above) and after some paper work they exchanged and gave a new one.

  Glad it went this way. Delighted with the way this was approached and sorted by Breviile and HN in quick time. Appreciate their service !

• 

  Banj0 on 13/02/2023 - 17:31

  +1

  …later…OP sells the replacement, buys a Rocket Appartamento and a Niche Zero.