OT: Re: Espresso machine malfunctioning, request assistance

Ken Fox wrote:
"Nick" <artist634@xxxxxxxxx> wrote in message news:1140915871.212716.152040@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

The 1st-line web site indicates the machine has a one year warranty.
Have you tried contacting them yet?



I'd definitely contact them, but given that this is a weekend he'll probably not get a response immediately. For now, I'd drain the boiler and confirm that it is overfilled, which will be useful information to give the First Line tech in any event. There is no downside to doing this. If it were me, I'd check the autofill probe because if that is scaled up and causing the problem, it is 2 minute fix and he'd be back up and running before he'll get a response from the dealer. Removing and checking an autofill probe is a task easier than replacing a group gasket.

Beyond that, I'd probably stop given the fact that the machine is under warranty, unless he is confident in his mechanical skills.

I don't know how First Line likes to deal with these sorts of situations. I do know that Chris's techs try to size up the owner and to see how comfortable he or she is with simple repairs (and most espresso machine repairs involving component swaps are pretty simple). It is just not cost effective to box up a 40 or 70lb machine and send it halfway across the country for replacement of a solenoid valve. The dealer would much prefer to send out the replacement part and guide the user in doing the repair then eat the shipping costs. If the dealer eats only the return shipping cost he risks having an angry customer, so it is a no-win situation for the dealer unless he can talk the customer through doing the repair. I'd assume this is how First Line would handle this unless the customer is in the immediate vicinity of their shop. -snip-

I'm very surprised (and happy) that this still occurs, what with the litigation culture we all live in. Over 20 years ago I worked in a domestic appliance repair shop. Sometimes the owner didn't want to do a call out so we would attempt a remote diagnosis, or the customer would be hoping to avoid a callout charge so we'd do the same. One day I was on my own when a man phoned up and said that his fridge wasn't working. He assured me that he was electrically competent (maybe there should be a test for this - "what is the purpose of the green/yellow wire in uk wiring") but anyway, he was adamant, and he didn't want a callout if he could just pop in a replace a part. I told him that there were few replaceable parts on a fridge and only two that he could possibly change even if he were very competent - the thermoststat and the fuse. We agreed that the interior light came on, so there was power. I then gave instructions on how to bypass the thermostat by leaving the earth alone (green yellow), and removing the other two connections (female spades) and pushing them together to bypass the stat, after having turned the fridge off by removing the wall plug.

I nearly got fired when he phoned back and said that his fridge had exploded because I told him to join *all* the wires. After that nobody was allowed to offer a remote diagnosis to domestic customers.


--
Regards,
Danny

http://www.gaggia-espresso.com (a purely hobby site)
http://www.dannyscoffee.com (UK advert for my mobile espresso service)
http://www.malabargold.co.uk (UK/European online ordering for Malabar Gold blend)
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