9/10 I dropped off my boss' Brevo espresso machine for repair. I had to pay $225 upfront for labor & diagnostics. There were a few pieces of the machine missing. Adam told me that I may or may not need them for diagnostics & repair, but if I did, they would call me.
9/19 - I was called & told they did need the pieces to diagnose the machine. They spoke to my boss to get a complete idea of what was wrong with the machine.
9/20 - I dropped off additional accessories at their S Broadway location.
10/16 - After a month of no communication, I started calling Adam every week for an update with no concrete information, promising to update me with returned phone calls, which never happened, & even going as far as to say they DID call me & me calling all of the missed calls on my phone, none of which had been them. I picked up the machine & paid an additional $39. Happy that the ordeal was over.
10/17 - I came into work the following day to my boss telling me the machine was still not working correctly. I took it back. At this time I was told by Adam that the machine would be expedited in its repair and since it was under warranty, there would be no additional charge.
10/26 - I called back after not hearing anything. Adam told me that the service manager was out for the weekend, still Adam had no information for me from the service department. Adam said that the service manager would call me on Tuesday with an update, but we might have the machine back by then.
10/31 - With no call from the service manager on Tuesday, I called back again. Adam said that there was no update & he previously said the service manager MIGHT call me on Tuesday. I asked Adam to have the service manager call me for an update. He said that since it was a warranty fix, there would be no call they would just fix it, I asked to have the service manager call me for an update on when I was to expect to pick up my expedited espresso machine. Adam proceeded to tell me that there were 600 machines in the service department & having the service manager stop to call me would take time away from him fixing my machine. I asked a 3rd time to have the service manager call me. Adam said he would put in a ticket for him to call me.
11/6 - Still no call. I was again told my Adam that the service manager would call me.
11/12 - Chris the service manager left his 1st voicemail. I was out of the office so I returned his call on Monday. He was out of the office & there was no updated information in the system for me to be informed on. Employee said Chris would call me on Tuesday.
11/13 - I called Chris around 1pm. He was perfectly pleasant & ended up telling me that they couldn't find anything wrong with the machine besides normal wear and tear. I asked him to give my boss a call with an update & he did right away. My boss was told my Chris to come by to see a demo of the machine working on Saturday.
11/17 - My boss, wasn't told which location to meet Chris at & ended up at the wrong one. Arriving at the correct location, Chris was not there & the employee working gave my boss Chris' number. It was the wrong number & my boss headed over to the location that I dropped off the machine. Adam, who I had been in contact with gave no additional information to my boss & proceeded to tell him the service center was closed on weekends, so he couldn't call for an update.
11/21 - I called to see if I could pick up the machine & get a demo. The service engineer was out of town for Thanksgiving & we planned for me to come the early the following week.
11/27 - I went to the service center to meet Chris & to see a demo of the machine. Steve who showed me how to work the machine was great. He made a bunch of trial cups, tweaked some settings & I left with it working great. He made this entire experience end on a high note.
All in all, the communication between the service department and the storefront where I dropped off my machine was dreadful. After a month without a machine, picking it up & it not working correctly, having to take it back for "expedited" service & over a month later having them tell us nothing was really wrong with it, & having to initiate any type of communication is ridiculous. At times, I felt like the machine was being held hostage and there was no direct way I could contact the service manager Chris to get any sort of update until November 12. What bothers me the most is that as a fellow person in customer service, Adam at the Centennial store had no regard for making sure I had confidence in them, even though I had confidence in them to pay $225 up front. For 3 months, I've wasted my time time calling & driving back & forth 5x from Watkins to their stores (1 hour round trip) by the time it was ready for pick up a 2nd time. In the end Chris & Steve were very pleasant. I was happy to have the machine back in working order. But 3 months for them to come to the conclusion nothing was wrong. Unacceptable, read more