Very disappointing warranty experience
Very disappointing warranty experience
I have been a long-time Breville customer and currently own 4–5 Breville appliances, but this warranty experience has seriously affected my confidence in the brand.
My original Sea Salt Barista Pro BES878 developed a problem and was sent to Breville for warranty repair. Less than one month after receiving it back, the machine failed again.
Breville then provided a Stainless Steel replacement because Sea Salt was unavailable. I did not want Stainless Steel, but accepted it as a compromise because I simply wanted the warranty issue resolved.
Unfortunately, the replacement machine has had grinder performance issues from the beginning. It cannot provide the same usable grind performance/range as my original BES878. We have tested multiple beans from supermarkets and specialty coffee roasters, yet Breville continues to suggest that bean type, freshness or dialing-in may explain the difference.
The replacement has already undergone two troubleshooting sessions, along with numerous emails and attempted phone calls, and I am now being asked to complete yet another troubleshooting session.
What has been particularly frustrating is that when I requested reimbursement under the warranty, I was initially told refunds were only available for products purchased directly from Breville within 30 days. However, Breville Canada’s own Limited Product Warranty separately states that Breville may, at its discretion, repair, replace or reimburse the original purchase price.
After I pointed this out, I was instead told that further troubleshooting was required before another warranty remedy could be considered.
I have now agreed to one final troubleshooting session.
After an unsuccessful repair, a replacement machine with different grinder performance, two troubleshooting sessions and extensive communication, I believe I have made every reasonable effort to cooperate.
I am simply asking Breville to provide a proper final resolution: reimbursement, or a brand-new Sea Salt BES878 (or equivalent/upgraded model if unavailable).
For a premium-priced brand, I expected a much better warranty and customer-service experience.
I will update this review after Breville’s final assessment and decision.
