Siemens EQ500 Integral Coffee Machine Has Recurring Faults - I Want a Replacement
I purchased a Siemens EQ500 Integral espresso coffee machine in September 2023, and since November I have been experiencing the same recurring issue. The rubber inside the machine’s mechanism breaks approximately every two months and shows an “output canceled” error. So far, I have faced the same fault 5 times, and each time the mechanism was replaced. Despite using the machine very little, this problem keeps happening. I sent the product to the authorized service center, İzmir FMS Western Anatolia Region, and the same procedure was carried out every time. I contacted customer service and requested a product replacement, but I was told it must first be repaired, and if the fault recurred, I should apply again. When I called on Sunday, I was given an appointment for Monday, but no one came. My issue has never been permanently resolved. The machine is under warranty, and I paid ₺16,000 at the time of purchase (Invoice No: 41090978). Due to the constant repetition of the same fault and the fact that my grievance has not been addressed, I am requesting a product replacement.
Dear Customer, Thank you for sharing your valuable opinions and suggestions with us. Our Customer Relations Representative will contact you regarding your application as soon as possible. For all your applications, our Siemens Call Center is at your service 24/7 from anywhere in Turkey. Additionally, if you contact us, you will be contacted immediately. Thank you for your interest in our brand. Kind regards, SIEMENS Communication Center
Hello, yesterday the service team came and prepared their report. The rest will proceed with your approval for the replacement. I hope you will resolve my grievance, Siemens.
Hello, they came today and took my device to the workshop. They informed me that it would not be replaced and that a cleaning fee could be charged if necessary. When I spoke with Siemens customer service, I mentioned that the same fee was previously requested for my 1-month-old device, saying it was for general cleaning. Why are we using a Siemens capsule and paying so much money for a 1-month-old device? That's another issue I already raised. I was told it would never be charged. I hope I don't experience the same thing and I want a replacement. I will write about the results again. Thank you.
First of all, I would like to thank customer service and the staff at the service center for their meticulous and prompt attention. My product came back even better, quieter, and problem-free than on the first day. I think there was a factory defect in the internal mechanism; it was very noisy and always gave an output cancellation error. Now, it makes wonderful coffee with a great sound. Thank you 🙏
Thank you, we were given a lot of attention.
