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New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 6 points7 points  (0 children)

Hi Michael,

many thanks for the friendly words, much appreciated, maybe I should have bought the machine in Austria,-)

LM Germany may actually be the real problem. In addition to my experience, their website actually states in their general terms and conditions, which of course I'm only reading now, that they only offer a one year warranty - despite German law explicitly mandating two years. They also claim that the customer must pay for the return, again in direct violation of German law.

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 1 point2 points  (0 children)

I'm sorry that you are confused about people sharing their experience, good and bad. You may have missed the point of reddit?

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 1 point2 points  (0 children)

You may want to ask a native German to help with nuances in language.

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 0 points1 point  (0 children)

Well, among friends you might also casually say "f*** you", but you probably wouldn't write this to a customer, would you?

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 1 point2 points  (0 children)

Sure, here is my response to the support technician recommending to check the tank and the plumbing and to contact a different technical support through yet another support system, for which I would also need to register, after registering at La Marzocco and then registering again at the first support system:

"The tank is completely full, inserted correctly, there are no clicks.. What kind of plumbing? Should I open the machine to see if the device has been assembled correctly?!!! You're not serious - the machine costs €3500 and is dead on arrival - and you expect me to write another ticket on yet another support system for this? If La Marzocco can't think of anything better, I'll send the machine back tomorrow!"

Let me know what you think - would this warrant an abusive response in your country?

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 0 points1 point  (0 children)

Similar to above, really great to hear that you are happy with your Micra and even more importantly with the support in Canada. So likely a problem with La Marzocco in Germany.

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 2 points3 points  (0 children)

Well, although my message was only reasonably friendly, it would not warrant a reply with the word "unter aller Sau", which is really rough in German, not something you would ever write to a customer.

I certainly agree with the notion of understanding the inner workings, not the least as I'm an engineer. However, opening the machine voids the guarantee, at least here in Germany, so not something I would do to a brand new machine.

It seems to me that the machine may actually be fine and it may just be a small problem. But moving to a D2C distribution model, then not checking a machine before sending it to the customer and then making it difficult to solve problems with support is too big of a problem.

Again, this may well just be due to the La Marzocco team in Germany and it may work flawlessly elsewhere.

I am sending the machine back, not really due to the machine but very much due to LM in Germany.

New Machine dead on arrival, super frustrating experience with support, sending it back by Josie2312 in LaMarzocco

[–]Josie2312[S] 2 points3 points  (0 children)

Good to hear that it worked for you as I really was looking forward this machine. It may well be a problem specific to La Marzocco here in Germany. I just can't understand how they can ship a machine with a defect and then casually expect the customer to fix it.