It takes far too long
It takes far too long to get a response when initially reporting an issue. And then having to wait again for your trouble shooting suggestions/steps and I'm not certain that those who respond are actually reading the reported matter anyway as they often duplicate the steps that had already been taken. When a consumer spends this kind of money on a product, the last thing they want is to not be able to use it for any length of time, let alone the amount of time it takes with Breville to get resolution.