I got hooked to the lattes at work (company bought us a Capresso espresso machine 3 years ago), and so I wanted to have one at home too so that I and my daughter can enjoy the lattes at home too). So, I researched lot of sites on internet, especially the Amazon, read the glowing reviews about the Saeco Incanto machine and decided to get that one. I researched a little more and found that Digital Kitchen store in Sammamish, WA was offering a $100 discount and a 2 year warranty, and placed an order with them (May 2007). A few days later, I received the unit from Cafe west distributing in Medford, Oregon.
The machine was a little complicated but I figured out the operation in a few days (the user manual was not very well written). It worked OK for a few months, and then started acting up (steam would not come out continuously, comes out in bursts), had to drain the coffee dredges tray almost every time, and then finally coffee stopped coming out in february '08(I was descaling the machine regularly and the descaling light never came on). So I called their repair service called 'Empire fulfilment' and they asked me to send the machine. After one month, I got the machine back and it worked OK for about 2 months, and then (July '08) the steam started escaping from the steam knob and the knob was getting very hot. After a few more days, the machine completely stopped working, would not even turn on. I called Empire Fulfilment again and they asked me to send the machine which I dutifully did. After about one month, I got the machine back (from the repair statement, I found that it was a major repair, they had to replace several parts including the control board).
This time the machine worked exactly for one month, and now water comes out of the steam wand when it is dispensing coffee. That is making the coffee weak. And after steaming the milk, the steam would not stop after closing the steam knob. The steam keeps coming. I am pretty sure this is going to lead into a major problem again. I sent a e-mail to Empire fulfilment and am waiting for their return authorization so that I can send the machine to them again.
I don't know if all those people that gave the 4 or 5 star reviews are still happy with this machine, but for sure I am not. It is ridiculous that I spent $800 for this machine and not able to enjoy the coffee for any length of time. We have the Capresso espresso machine in our office for 3 years now, and about 20 people use it every day, and we never had any problem so far, and I buy this Saeco Incanto machine for my home use, and may be use 3 cups of coffee max per day, and it keeps breaking down. I still have 6 or 7 months of warranty left, and once the warranty runs out, there is no point in getting the machine repaired if it has problem after that.
What I can't figure out is, so many people gave it 4 or 5 stars to this machine and I am having such a bad experience. Are all those people lucky and I am not? Did I get a lemon? Do I have any recourse from the manufacturer? Please send me some comments if you can help me. I shelled out $800, for some people it may not be very significant amount but for me it is a lot of money. I don't know how I decided to doll out that kind of money for a coffee machine, but here I am.
I would greatly appreciate if you send me some suggestions.
Thanks
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