This Gaggia Academia Espresso machine I purchased from Whole Latte Love is defective. When I spoke to customer service as per their website, I have to pay a 15% restock fee and send it back within 5 days after getting an RMA number OR talk to tech support who after finding this machine defective can waive the restock and shipping back fee. We came home from work 3 hours early Monday the 27th of March to go through troubleshooting and was told that tech support was closed. This was at 5:15 pm EST and they are supposed to be open until 8 pm per their website. Sales steered me to this machine knowing I wanted a machine that automatically frothed the milk into a cup and gave latte with hot milk. Later in this complaint, you will see that customer service admits that you do not get hot milk out of the frothing
container as stated from sales. The website states that tech support is open M-Thursday until 8 pm. We were told to call back another day with zero regard for our problem with the machine and our work schedule. He said to call back
tomorrow. Well, we can't be home when they going to be there tomorrow and came home early today to speak to someone about the issues after being told someone would be there to speak to us. Then after speaking to a supervisor, they said we have to warm the milk up before we can use the milk container on the unit. The book from Gaggia and the sales rep I spoke to knew I wanted a machine that I could just plug in the milk container and make a ppucchino or Latte with just pulling the milk out of the refrigerator as per the Gaggia manual. Now I am being told by this supervisor that to get a latte or a cappuccino from this machine, I have to microwave the milk and then try to froth the milk or make a
latte. Not what the Gaggia manual says for a machine that costs $2500. This machine is supposed to froth for a cappuccino or make a latte from cold milk from the milk container. This is supposed to be a super automatic espresso
machine. The machine left the espresso cup luke warm because of the temperature of the milk that came out of the milk frothing unit was barely warm. It ruined the cup of espresso that came hot out of the espresso unit because of the
temperature of the milk. After warming up the milk as the supervisor told my husband to, it is just WARM. It is supposed to be hot milk. The unit is still defective. Rep stated he needed to speak to a a different supervisor to do anything and will let us know the status of the refund. Date ordered was March 19 and date delivered was March 22. Problems with machine started the day we got it and I called on Friday March 23 to get a RMA number after telling the cust serv rep it was defective. Andrew called my husband back and is arranging for a return label. They plan to test the machine and if they find it defective testing it, they will refund the cost of the machine. We asked if they are going to test it as the Gaggia manual suggests using cold milk to froth and they would not agree to that. If they heat the milk and it froths,
they may say the machine is not defective while Gaggia specifically says in their manual that the milk should be cold to be frothed. I verified this information with Gaggia. 4/13/12- We were told by Brian from customer service that we would get a full refund for the unit, no restock fee and we asked for an email confirmation which he said he would do. The unit is deemed defective as far as they are concerned. 4/18/12- I called Whole Latte Love again spoke to Brian, about an email validating the refund and got a totally different story. Now they say the unit isnt defective and most people dont like this
machine because it doesnt warm up the milk enough. The customer service representative admits this is one of the problems of this machine is that people dont like. Milk that does not heat up from the frothing container. The machine did not froth after several attempts at following the manual from Gaggia and the directions from Gaggia say to use col
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