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★☆☆☆☆

“We were reasonably happy with the Gaggia Synchony...”

written by dsh1 on 28/01/2010

We were reasonably happy with the Gaggia Synchony compact when it worked. After two years the flow deteriorated to the point it would not make a full cup of coffee. Normal cleaning & descaling didn't help & we were told it needed to be sent in for repair. We sent it in for repair to the Gaggia authorized repair center in Chicago. That experience has been unbelievable. The repair center did not return phone calls or emails for over a month after they received it. (Their web-site says typical repairs are completed in < week). When they finally did return the machine it worked for less than a day and the same problem occurred. They asked me to adjust the grind setting several times. When that didn't work they said send it back for expedited warranty repair. We shipped it back 12/29/09. On 01/22/10 I was told the parts were in and our machine will be ready 1/25. Its now 1/28 and they say there was nothing wrong with our machine,it didn't need parts, but had problems because we set the grind too fine. They forgot they told us to set the grind when they were troubleshooting on the phone. Now they want $60 to return the machine to us with no repair. We told them they can keep the machine. We paid $125 for the initial "repair", plus $50 shipping to them twice. Not about to throw away another $60 for a machine that doesn't work. The most dissapointing thing is we contacted Importika the US distributor that decides who are authorized service centers for Gaggia. They apparently believe this is acceptable practice for one of their authrized service centers. So bottom line, I will never again own a Gaggia product and wouldn't wish one on an enemy.

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