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Customer Review

on 9 May 2009
I had the X1 for nine months when it developed a fault in the steam arm and a large piece of enamel flaked off the drawer front. EuroFoodBrands of Sywell, Northampstonshire are the UK importers and the machine had to be sent back to them under the terms of the 2 year warranty. They offered to collect but only on the understanding that the machine would not be insured during transit and if lost or damaged in transit this would be my responsibility. I was not happy about this and John Lewis whom I bought the machine from offered to transport it at their risk. Five weeks later I got the machine back. In the meantime, EFB had delivered it to the wrong workshop where it sat until John Lewis phoned to see what was happening and it was then transferred to the correct workshop (John Lewis had to arrange this transfer!). EFB refused to replace the drawer front stating that the guarantee only covered working parts. However the guarantee clearly states replacement of any part found to have a manufacturing default within the guarantee period. In the end John Lewis paid for the drawer front. John Lewis told me that they found EFB a very difficult company to deal with (I also had difficulties when contacting them direct) and that they were sending a report to their company's Head Buyer as they were so concerned about the after sales service. As well as paying for the replacement drawer front, I received £20 in compensation and a huge bouquet of flowers from John Lewis in recognition of the problems experienced with EFB. But no apology at all from EFB. Yes, this is a nice looking machine, makes a good cup of coffee but YOU HAVE BEEN WARNED IF YOU NEED TO GET IT REPAIRED UNDER THE TERMS OF THE GUARANTEE
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