I admire the fine German engineering and quality of KRUPS products but most importantly i love coffee. When i had to buy a new coffee machine i had no doubt that KRUPS XP2070 will do the job, in a kind of geeky way with its LCD panel and programmable espresso functions, not to mention the filter coffee options. After 4 or 5 months of operation, the espresso part of the XP2070 started leaking water, thus losing pressure while making espresso. I immediately took the coffee machine to Media Markt service department asking for help.
It never crossed my mind that a KRUPS machine will break down that fast, thus i never bothered to keep the receipt and prove the machine is still under warranty. I was ready to trust the XP2070 to Media Markt service department and pay for any service fees applicable in order to have the XP2070 fixed, until the Media Markt employee told me it will take at least 20 days till i get it back. My other option, he said, was to take the XP2070 to one of your officially recognized service stores nearby my location. He was kind enough to give me the address and the phone number of the store “MEGA Service”, conveniently located 5min from my place.
If only i knew that will be the beginning of a 5 weeks saga, as of this writing, without having XP2070 repaired yet. No need to mention that the “MEGA Service” store is proudly displaying KRUPS logo on its business card, acknowledging they are officially recognized by KRUPS, among other brands, as an after sale service store. The series of incidents of the last 5+ weeks are surreal.
The “MEGA Service” employee and as far as i understand owner, took a note of my name and phone number, tagged the XP2070 and assured me that it will be ready in 3-5 days time. Again i mentioned that although the machine is 4-5 months old i don’t have the receipt and i’m willing to pay for any fees applicable. He agreed and let me know that this way it will be faster for the machine to be fixed, since it will not require any paper work for the replacement of the XP2070, just get the defective/broken part replaced.
In the course of the last 5 weeks, according to “MEGA Service” owner, KRUPS hasn’t shipped the replacement part and i had to wait longer. The pattern was something like this: “Please call again this Wednesday / Thursday / Saturday since KRUPS hasn’t shipped the replacement part needed for your machine” OR “Please call again this Wednesday / Thursday / Saturday because the replacement part isn’t available from KRUPS right now”.
I visited the stored today because the “MEGA Service” owner said that if i don’t hear from him till Wednesday (June 10th 2009) he will ask for replacement of the machine. Apparently KRUPS hasn’t delivered the new machine and i had to wait till Saturday. The reason this time was some sort of paper work issue. By that time i asked for the machine back but he declined to my request because it had to be put together by the KRUPS engineer visiting the store every Thursday evening.
I visited the stored a few hours ago to claim my machine but oops, it wasn’t there. After waiting for 10 good minutes, the onwer of “MEGA Service” store asked me my phone number only to realize that he had it placed next a female’s name. That lead to a series of arguments from his part: The machine wasn’t in the store, instead it was sent to KRUPS offices. The machine will be returned to “MEGA Service” store on Monday, adding another 5 days to the already 5 weeks of waiting. Mind you, that in the course of these 5 weeks i never got a call from “MEGA Service” because 1. the store is busy and can’t keep in touch with every single client 2. since there were no news from KRUPS, the owner had no good reason to notify me for any progress of failure whatsoever. No need to mention that because of all this mess i don’t even enjoy filter coffee!
Until very recently i was very proud for each one of the few KRUPS products i own but now i feel misleaded, mistreated, coined. “MEGA Service” store is a disgrace for the fine German engineering of KRUPS products. I understand things break down, even machines made of the highest quality materials and craftsmanship but as a client i expect to be respected, not tricked. The KRUPS aficionado inside me is dead, really dead, but i still want my XP2070 back. I own every single piece of plastic and metal in the damn thing.
Update: A few hour ago i tweeted. KRUPS wins big time. Replacing the coffee machine is cool but listening and understand is way better. Thumbs up.
In a nutshell: KRUPS rep called me the day after this blog post went online, at 10am. Rather than just offering a replacement, he asked to meet and talk. My Friday was full, thus i met today (Monday) not only with the KRUPS who initially called but with two more KRUPS guys. We went through points of the Open Letter that looked strange to them but before that, he explained me in details what happened with my coffee machine.. logistics wise.
KRUPS seems to clearly understand that feedback is not only important but valuable to their business. This is huge. Detailed post in Greek will follow.