Faulty Dolce Gusto Machine - advice required

Jamieg85

Hi,

We've had our Dolce Gusto Mini-Me machine for just under 3 years, so it's well outside the standard warranty, but it's just failed on us.

There is a magnet on the pod holder and a piece of metal inside the machine that it's sticks to when you insert the pod.  The problem is that piece of metal has severely rusted and fallen out of the machine.  There are fragments of the metal piece still attached to the machine, with new bits of rust coming away when you remove the pod holder.  Bear in mind this is directly above your drink, guess where the rust falls!

I've contacted Dolce Gusto twice. On the first call they said it's outside of the warranty, buy a new one, with the offer of a couple of boxes of pods (less than £10 worth).  The second time they spent a bit more time, but came back with same response - outside of warranty, not their problem. They suggested I contact the retailer.

I contacted Amazon, who did try to process a refund/exchange, but claim their system won't let them due it being beyond 2 years since purchase.  They suggested I contact Dolce Gusto!

I quoted Consumer Rights to them, stating I expected more than 3 years under Reasonable Length of Time, but they wouldn't budge and simply said they email me a copy of the Consumer Rights Act, and claimed 30 days for refund or 2 years on repairs.

The advice on this site is to not get fobbed off by 'out of warranty' responses, but I'm not sure what other options I have now.   Any suggestions?

TIA.

Jamie

is1971de

as the machine is over 6 months old you would need to get a written expert report stating this is a product issue that existed since day one for you to be able to claim CRA, do you have this written report

screech_78

Given the age of the machine, the onus would be on you to show a manufacturing fault. 

I wouldn’t bother. This is a budget machine. I wouldn’t even call it a coffee machine. Chalk it up to experience and buy something decent would be my advice. 

flaneurs_lobster

Machine you can buy new today for ~£50, you've had just under 3 years use? 

I'd say that was not a crazy unreasonable lifespan - unless you are only using it a couple of times a month?

Usual way to avoid rust would be to make sure everything is clean and dry before storage - so don't reassemble after use straight away, let everything dry first.

Alderbank

Why would you want to avoid rust?

Iron is an essential micro-nutrient. Many of us don't get enough from our regular diet.

prowla

Often these machines are a loss-leader to selling the pods.

To replace it, buy a cafetiere or a Nespresso machine.

born_again

If you like coffee, then go for a bean to cup machine.

Aylesbury_Duck

For a £50 appliance, even if you go to the trouble of commissioning a report to prove an inherent design or manufacturing fault and Amazon accept that, you might get something like £20 back (plus the cost of the report).

Advice?  Buy a new machine.  If you've used this one regularly you've had reasonable use from it.

Ergates

Whilst a coffee machine shouldn't rust in 3 years (or ever ideally - using mild steel in a place likely to come into contact with water vapour seems like bad design), and your consumer rights would give you some leverage against the retailers - as other have suggested it's not likely to be worth your while.