CiaoNY
New member
I joined the Illy Espresso membership Program and got the Francis!Francis X1 machine. It's an upgrade from the X5 machine/program and costs considerably more.
Turns out, the machine is a very pretty toy.
Mine needs to be repaired after using it in my home for just 60 days.
When I called Illy, their Tech Support department told me they would send me a return kit: a postage pre-paid box in which to put the machine and send it back to them for repair.
I told the tech that I haven't been very happy with the machine anyway and that maybe I could upgrade to the Pasquini Livia machine/program they offer.
He transfered me to Customer Service because he thought that should not be a problem.
Turns out, it is a problem.
All they'll do for me is "Let me out of the current program and let me sign up for the new one." No credit. No discount. Send their broken machine back to them and they keep the $360 dollars I already paid them for it. (The machine was to be paid for in three monthly installments)
I've been buying parts for my Unic Diva from Illy for a few years now and use lots of their coffee. I feel like they're not being fair with me. Their excuse is that the machine only has a 30 day replacement warrantee when purchased through the Program.
I understand a deal is a deal but a little flexibility would really have gone a long way here.
Turns out, the machine is a very pretty toy.
Mine needs to be repaired after using it in my home for just 60 days.
When I called Illy, their Tech Support department told me they would send me a return kit: a postage pre-paid box in which to put the machine and send it back to them for repair.
I told the tech that I haven't been very happy with the machine anyway and that maybe I could upgrade to the Pasquini Livia machine/program they offer.
He transfered me to Customer Service because he thought that should not be a problem.
Turns out, it is a problem.
All they'll do for me is "Let me out of the current program and let me sign up for the new one." No credit. No discount. Send their broken machine back to them and they keep the $360 dollars I already paid them for it. (The machine was to be paid for in three monthly installments)
I've been buying parts for my Unic Diva from Illy for a few years now and use lots of their coffee. I feel like they're not being fair with me. Their excuse is that the machine only has a 30 day replacement warrantee when purchased through the Program.
I understand a deal is a deal but a little flexibility would really have gone a long way here.