My coffee machine was damaged after a problematic clean-up/descaling process and Moccamaster team helped me out very efficiently. Here is the story in case someone has a similar issue in the future:
It was time to clean up my machine and for once I decided to check the descaling solution (dezcal) website on how to properly use it. I was just mixing the solution with water until then. This time, I mixed with boiling water and applied to the reservoir. To my surprise, the shiny metal reservoir cover eroded and there were particles (of eroded metal coating) in the water. After using clean water for several cycles to clean up, the particles were gone but there was a funny after taste in the boiled water.
We blind tasted the water and were not satisfied with the taste. We thought the descaling agent probably messed something else in the machine.
I decided to contact Moccamaster service and they were really helpful to try few methods before sending the machine over (I live in London and the service is in Netherlands). As those methods didn't change much, we sent the machine for inspection and repair. It turns out nothing serious was damaged (like the reservoir or boiler, which are the most expensive parts) and after re-cleaning the machine with cleaning powder and another descaling agent, there was no issue with the water or the brewed coffee. We got our machine back after few days, with replaced metal cover (and fixed broken button) with no additional cost.
I'm very thankful to Moccamaster team throughout the process and was very pleased how they managed this issue.
Review by Jplay2 years ago
Broken spare part delivered within 2 days. Perfect and fast communication with service.
Review by Chipcontrol2 years ago
Very friendly customer service that answers your questions in a trustful, HONEST and detailed way. They care about you and take time for you. Although there are other sellers who offer the Moccamaster for a bit cheaper price, I've still decided to order at the online store of the producer itself cause I feel save there and I do trust them more than I do randomly sellers.
Review by Dianetta3 years ago
A unbelievable perfect and honest, nice service i get from these company. We have a lot of problems with the DPD Service here in south Germany, so we have a lot of emails and finally i am now proud user of a polish Moccamaster Coffee machine. Wonderful product ! Mrs. Flikkema made a perfect job that i get the machine! Thank YOU!!!!
Review by Prabhjit3 years ago
Had a problem with my coffee grinder after 3 years. My problem was solved very smoothly and friendly. The service was excellent!
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