Purchased both the pod machine and the…
Purchased both the pod machine and the Morning Dream in December. Lovely coffee, BUT, the Morning Dream has been giving me flow rate faults and stopped working 2 weeks ago. Despite endless emails, and even sending a video of exactly what I had described in emails, their customer support is SO SO slow. They are now talking about potentially me sending it to a UK service center for a repair, on a machine that is only 3 months old. They've given no timelines at all, and refuse to just provide a replacement machine - which under UK Consumer Law I'm entitled to. They talked about sending me a 'loan machine' but unless its brand new, that feels weird to be consuming something from a machine that might have been in multiple peoples houses? Not even sure thats legal with food/drink devices. Great looking machines, and great coffee, but clearly if something stops working they fall apart as a company - and this episode would unfortunately be enough to make me not recommend them. Previously I had a Sage machine I purchased from a UK retailer, and when that went wrong I just took it to a shop and they switched for a new one. No fuss. What a shame. Everyone has asked me about these machines and I've been singing their praises, but that narrative will need to change - purely because of your terrible customer support.