Absolutely fabulous service - Gaggia coffee makers

[RedRed]

I have not seen the likes of this since Haig ruled the Matrox foums

A couple of weeks ago my Gaggia Cubika coffee/esspresso machine packed in due to two buttons failing on the front panel.

It was out of warranty (they came with 2 years).

I took myself off to my local Maplins (an electronic bits and bobs shop) with one of the offending buttons to find a replacement - I could not get one that would fit exactly, so I bought 3 and decided to have a go with my dremmel (the cases are brushed steel)

Whoops! teh dremmel glanced accross the front to the case, ruining the finish. Oh well, it didnt matter - I must have my espresso!

Then REAL disaster struck. I had taken numerous pictures of the wireing layout of the switches, so that I could reconnect the buggers.

The SD card failed to read in the PC or even on the camera!

In despairation I surfed for a wireing diagram - to no avail.
I wrote to Gaggia UK and asked them if they could supply a wiring diagram (I was prepared to pay a nominal fee).
On the Monday a charming lady, by the name of Dorothy phoned me to get details of my problem.

She told me I was in trouble as she could not supply the diagram because of Health and safety rules, but she would check it out with her superiors.

She phoned me back half an hour later to say that the model of espresso machine had an identified problem with the buttons- and, for the price of shipping - they would repair the machine, for free out of warranty - they extended this to a lifetime warranty on the buttons.

I explained that I had modded the front of the case, and that the replacement buttons probably would not fit anymore. 'nevermind you are part of the Gaggia family, now' says she and says that her engineers in the workshop would take a look at it anyway.

Today, I get a phone call from Dorothy to inform me that the repaired coffee machine would be delivered today, and a gaggia cubika arrives back with me, new buttons, and new freaken case!!!!! Happy daze!

I have to thank Gaggia for
1 Excellent coffee machines (though dont buy a cubika!)
2 Excellent aftersales service - really, really excellent.

re-reading this, I have to say that Gaggia have in no way sponsored this post (though I am twitching a bit from too many espressos!)

[lowlifecat]

4 *twitch!*s out of 5

[az]

Wonderful!

My ex had a similar experience with Konica-Minolta Camera service:

The camera had a recognized serial fault where the CCDs fail after a few years. It was well over three years old when disaster struck (2 years warranty), so I phoned them, they said they'd repair it for free, I should just put the package in the post (carriage forward, even!). I did, and after two weeks the by-that-time-ex called them to get a status update. They told her it'd take some time because they were waiting for the parts and sent her a replacement cam which arrived the next day.

Some time later they called and told her they couldn't source the parts anymore (Konica-Minolta went out of the camera business), but she could buy the (new) replacement cam for 400 EUR. 400 sounds really steep, but that was a Dynax 7D DSLR with lens, accu, charger, PSU, 256 MB card, neck strap... Those still cost close to a grand, without some of these accessories! She decided to take it, and I must say, I'm jealous. I've visited them since and this is the most solid and "manly" camera I've held, ever (including some all-metal manual advance film SLRs).

[Dr Mordrid]

Too bad Konica-Minolta is out of the camera business. They sold it to Sony, who made their CCD's anyhow. Part of the CCD issue of last year. They did make some good products though.

That said it's nice to see great service get publicity. Far too many companies don't give a sh*t.

Dr. Mordrid

[az]

OT: Sony service has a very bad reputation here. They are keeping parts of the staff and the location of Konica-Minolta Germany's service center in Bremen, though (even though Sony Central Europe is in Berlin). I expect to see some interesting cameras from Sony now. They've already announced a new DSLR for the end of the year, I think (almost certainly been developed by K-M before the closure/sellout, though). The new Pentax is looking good, too.