I bought the Delonghi EC685 Espresso Machine in December 2019 because I already had a few other coffee gadgets. The coffee machine we have at home is only used by two of us. We always make sure to clean it with Delonghi's recommended cleaning products. However, in May 2023, the machine suddenly stopped working properly. Water didn't come out, and it made loud noises.
I paid 750 ₺ to get my pump replaced at the Delonghi service center in Bodrum, but the problem still hasn't been fixed. I gave back the machine, and they said they fixed the problem. When I got it back, I found out that not only was the problem still there, but the screws were also put in the wrong way, which messed up the machine. I needed some specific help, so I found out about a problem with a spring. To fix it, I turned to Delonghi.
When I first contacted Delonghi customer service, it seemed like things were off to a good start. They asked for a picture of the part that's causing the problem so they can help. After two weeks, I got the bad news that the part I needed was not available and couldn't be found from other countries. When I asked what to do next, the answer was confusing: "In situations like this, we suggest buying a new machine."
They didn't offer to replace the part or help me out at all. Instead, they just jokingly suggested that I should buy a whole new machine. When I asked about what could be done about the bad service, they told me that they didn't have any information. Even though I followed all the instructions, got the machine serviced regularly by the authorized service, and used expensive cleaning products recommended by the manufacturer, it still broke down after only 3 years.
Consumer laws say that these machines should last for 10 years, so it seems like you could get compensation for it. But even if they give you back the money you spent, getting a new machine is impossible. I will never buy Delonghi products again! I wanted to share my experience so that others can avoid making the same mistake of purchasing this product.
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