Incompetent, slow to respond
I bought my ESE machine from Illy in December 2022, in about September 2023 it developed a problem and stopped working. Following a brief email exchange with customer services they arranged for it to be fixed. It was fine for about 8 months then broke again. Since that time I have had about 20 emails from customer services asking me to do the same three steps (which do not fix the problem) over and over again. I do these steps, email them to say it doesn’t work, they take another three weeks before emailing me the same steps again and ask me to try again, the machine was sent back to them and returned, worked for two days and then stopped. Now it has been a further month, several emails sent, with videos again- these keep expiring because they ask me to send on We Transfer due to the size, and then don’t download them so I have reuploaded again. They have said the machine isn’t faulty, it’s just that it appears to develop air locks, which stop it from working which to me is like a doctor telling me ‘there’s nothing wrong with you, you just can’t walk’. They are very obviously just waiting for the warranty to expire next month. Never, ever buying anything again from this company.