Advice on getting a refund on faulty Gaggia Coffee Machine

pauljoecoe

Hi,

Last June I purchased a Gaggia Titainium from Coffee- Italia.co.uk. It cost £550. It was delivered direct from a store in Italy and the reciept comes from this store.

In March it broke. I contacted Coffee Italia and they directed me to Philips Domestic Appliances and personal care. They were very good initially and arranged for the machine to be collected and repaired.

Unfortunatly when it returned the fault was still there. They collected it again and a few weeks later they returned it supposedly repaired. However it still had the same fault.

I have decided this is not promisning for such an expensive appliance so I asked Coffee Italia for a full refund. They told me to speak to Philips. Philips have said its coffee Italia's responsibility.

The main difficultly here is that i cannot just pop into the shop that I bought it from as that is in Italy.

Any advice on the legalities of this situation and how to proceed.

isplumm

pauljoecoe wrote: »

Hi,

Last June I purchased a Gaggia Titainium from Coffee- Italia.co.uk. It cost £550. It was delivered direct from a store in Italy and the reciept comes from this store.

In March it broke. I contacted Coffee Italia and they directed me to Philips Domestic Appliances and personal care. They were very good initially and arranged for the machine to be collected and repaired.

Unfortunatly when it returned the fault was still there. They collected it again and a few weeks later they returned it supposedly repaired. However it still had the same fault.

I have decided this is not promisning for such an expensive appliance so I asked Coffee Italia for a full refund. They told me to speak to Philips. Philips have said its coffee Italia's responsibility.

The main difficultly here is that i cannot just pop into the shop that I bought it from as that is in Italy.

Any advice on the legalities of this situation and how to proceed.

Hi,

Can I clarify - did you buy it from a shop in Italy or via a UK website?

Anyway you contract is with the retailer - not the manufacturer - so they should deal with it.

What is the issue & why haven't Philips fixed it? What do they say when you tell them it hasn't been fixed?

Mark

visidigi

usually manufacturers will only replace the item with a new unit after three repairs - I think you may have one more to go before you get it replaced - I don't see grounds for a refund here I am afraid.

pauljoecoe

Website item purchased from is http://www.coffeeitalia.co.uk/ however the machine was delivered direct from a shop in Italy and the reciept has an Italian address - no mention of coffe italia on the reciept.

The problem with repair is that it is a long time consuming process. You ring Philips appointed repairer. They send out packaging. You package. You ring the carrier. They collect. Several weeks later they return the machine. Its not fixed. Process begins all over again. You have to be present to collect the package each time.

When I rang the second time to say it hadn't been fixed again they just suggested returning it a 3rd time. The question is how long do you go on returning it when they are not fixing it.

Hintza

Caffè Italia United Kingdom Office repair centre: Caffè Italia, Unit 22 Malham Road Industrial Estate SE231AH London (United Kingdom) - Uk webpage: www.CoffeeItalia.co.uk Phone: 02081445878

isplumm

pauljoecoe wrote: »

When I rang the second time to say it hadn't been fixed again they just suggested returning it a 3rd time. The question is how long do you go on returning it when they are not fixing it.

Hi,

Ok - I think you will need to return for a 3rd time - but ask them what will happen if it fails again.

I would also read up on sales of goods act, also read t&cs of website bought from, inform them that sending goods back for 3rd time - if not fixed then they will be expected to sort (options are repair / replace / refund - their choice) but as you have tried repair 3 times then that is not an option.

I would keep all emails / anything that proves you bought from the website - court might be your option.

Mark