Breville Dual Boiler with Smart Grinder BES920 / BCG820 has been replaced by Breville Dynamic Duo BEP920.
Ok .... til it breaks! Again.
Makes good coffee. We unfortunately cracked the head and $450 later got it back. We were told this is due to overfilling. We have been super careful and 3 years later same issue. Again it would be $590 to fix. Decided to buy different brand. It was expensive machine so this is disappointing.
Purchased in June 2015.
Bad coffee 3 months into use.
Bought expresso maker from BingLee in April. Coffee was good at first. After 2 months, each cup of expresso gradually become twice as big, and thin. I tried different brands of coffee beans, grinds size, volume. Non seems to work.
I rang Breville 10 times over 3 days, listening to 'Your call is important to us...' for up to 10 minutes each, before I surrendered and left my phone number. Nobody seem to be care enough to call back for an discussion.
Purchased in April 2020 at Bing Lee Physical store.
machine stopped working just outside of warranty
Very disappointed. This machine was great, when it worked, up until a few months out of warranty. Now I have a $1200+ machine that is unusable, and i have to pay to get it fixed. Paying this much for a machine to last a couple of years is absurd, the quality should be much better than that but there are so many people posting stories of similar issues with this machine, Breville clearly have some quality issues to address. Will be getting the repair quoted and going to ACCC if i have to, to ensure that Breville cover the repair costs of their faulty product. Have also had quality issues with other Breville appliances, this is the last straw and i will NOT be buying Breville again.
Purchased in March 2018 at Harvey Norman for $1,224.00.
- BCG820 (Grinder)
Clumpy grinds - awful grinder
Bought the dynamic duo and spent about a week trying to get a decent grind out of this grinder. The clumping and channeling the grinder caused was appalling. So much so I took the grinder back (particularly as it was making strange noises). I got another which wasn’t much better which I sold on eBay in disgust! My 9 year old sunbeam grinder out performed this every time. Now happy with a proper grinder (macap).
Purchased in February 2018.
I have it for just a bit over 2 years..until last week it just stopped working. I have this err2 message and the machine just wont turn on. It is out of warranty now obviously. I need to take it to Breville service centre which is actually not as convenient, Breville probably isnt aware that some of their customers actually have to go to work 5 days a week.
For this price, I really expect the machine to last longer. I made like 1 coffee a day...
Dont get me wrong, its a great machine..it does the job. It s just....its lifespan isnt great, sup...port wasnt the best either...customer service just basically said...try to do factory reset if that doesnt work, you gotta go see a technician... If i ever get another machine like this...i ll proly spend a bit more for a better brand..
Purchased in October 2017 at The Good Guys for $1,079.00.
Great Coffee Machine - Terrible Customer Service from Breville
Very consistent coffee machine, and has worked without any issues for 3.5 years.
When the steam tap failed, and the coffee machine was taken in for an assessment Breville would not accept their responsibilities or my claim under the Australian Consumer Law. They kept stating that the 2 year express warranty had expired therefore they would not do anything.
Breville's entire customer service team (including management) need some serious educating on the automatic consumer guarantees that apply beyond and separate to any express warranty.
Appalling spare parts support
A now obsolete plastic part that previously cost $3 is now unavailable and the fix is $500.. complete joke Breville. You force me to buy the spare overseas.
Such a shame as the coffee was quite good from this machine. Just dont expect it to last more than 5 years.
Don't waste your money
Purchased in April 2016 and performed well until doing a descale in August 2017. After the descale the machine started leaking from the hot water tap. The machine is now in for repair for the fourth time with issues such as leaking from steamer and turning off while heating up. We now have a very expensive paper weight. Do not buy this machine if you want a quality product that lasts. Breville customer service's mantra is "there's a two year repair warranty" and refuse to replace what is clearly a faulty machine.
Don't expect parts backup
This machine is great when working, but when it's not, look out!! I have spent the last month trying to source a part that should never of been installed.
What I have read is that the collar insert (which is plastic) is common to break and cause the group head to leak. Which should be a simple fix. Well that's where things go south. I contacted Breville and they inform me that part is no longer available (my guess it was causing them grief) and I would require a whole new group collar that has been redesigned and it would cost $200. 'Yep ok I ...
- BES920 (Dual Boiler)
Descaling kills what is otherwise great machine
I bought this machine in 2014 and have had it sent for repair 3 times. All 3 times issue was related to issues caused from descaling. Last time service 3 months ago and cannot descale at all. I'm taking the matter to VCAT. It's a joke that companies can sell and get away with design technical faults and not have to deal with them.
Brevilleafter sales service.
Good luck, Harvey Norman the retailer and Breville national Consumer Customer service centre well schooled in the art of deferring after sales support. Our Breville BES 920 catastrophic failure after almost two years fortunately 3 weeks inside manufacturer’s warranty period. Have been told that Breville procedure is to refer to small overloaded country repairer, to whom they will not pay the freight, shorter turnaround time blah blah blah. It will be two weeks before the Machine is even looked at. And this is standard, and somehow if the machin...e can be repaired and needs parts, these will come from Minto in Sydney. And "somehow" this will be quicker than freighting the machine directly to Sydney for assessment and repair. This has soured my experience, with both the retailer and the manufacturer. :(
Good Coffee But Horrible Support!!
This machine produces quite good coffee but early on the outside of it started to rust. I spoke to Breville support who told me to use a stainless steel polishing cloth on it but this only made things worse. I took the machine into their Service Agents who later told me that Breville were not accepting it as a warranty claim. When asked why I was given several completely different answers by the Agent and Breville Support. They even went so far to say that the white "powder" on the machine was an indication of an abrasive cleaner being used -...it was actually milk splatters!! I am not the only one that has reported this rust/corrosion problem with these machines. It is obvious that the coating is far too thin to stand up to day to day use. Had Breville not tried to not take responsibility for a poor design, I would have been quite happy but when they consistently provided different excuses I had had enough. Needless to say I will never buy another Breville product again.
Decent Machine, terrible customer service
This machine produces decent quality espresso reliably every time. Steam function works fine as well. Front water loading is a real bonus as it's located under a kitchen shelf. So, for the machine itself, full marks. Thanks Breville!
Now the bad news. The customer service is not only useless but also plain rude (the way she talked to me).
Last week I just needed to ask a question about pre-infusion times getting longer and longer. I was told (several times) to take the machine to a service centre. It's not practical taking a big heavy ma...chine to a service centre due to every operational issue. When I asked talking to a technical rep I was told to wait and, after 5 minutes, the line dropped. Not happy, this is an expensive machine and I expect the customer service to match it.
- BES920 (Dual Boiler)
Have used this machine for 4 months, good or bad coffee it made depends on my luck.
I bought BES920 half year ago, I still can remember how exiting when I bring it out from the box. When I made the first cup coffee by using 5 sences beans, I was a bit confused with the volume of coffee came out from the machine, as it was so little volume, much less than I saw from the coffee shops elsewhere. Then I watched a lot Youtube video, others can all easily make right volume coffee by using the default setting, grind number 12 and 9.8second. Then I thought maybe the bean I used was different from the one they are using, I change the g...rind number to 14 and 16, the volume of coffee is more then number 12, and looks right. Then I started buying different good coffee beans around Melbourne, Seven Seed, Sensory Lab, Proud Mary, etc. But every time when I change the bean, the volume from the machine is different. I have to try a few times to get the right volume coffee, it start to annoying me. Sometimes even the same brand coffee bean, the volume from the machine is different, and I had to pressed the 1 cup button again to get the right volume coffee, but the taste of coffee definitely getting worse. That's what I mean, good or bad coffee, depends on my luck. Today I changed a new bean, with grind size 18, after running 30 seconds, it only came out a few drops, even I pressed 1 cup button again, no difference, and the coffee powder in the portafilter was still dry after running 2 times. Then I ask my neighbour who is a coffee machine mechanic came to my place, he let the machine run without basket and portafilter, and he found the free water flow is less then the other coffee machines that he saw before, then he use a measure cup to measure, for 10 seconds since he pressed the button, only 50ml water came out from the machine, he said normally it should be 100ml-150ml free water flow come out to get the right volume coffee. Last we tried to use grind size 24 for only 7.4 second, then we get the right volume. Obviously, size 24 by 7.4 seconds is far away from what it supposed to. I love coffee so much and always looking for good coffee beans from Melbourne, but I found my coffee machine ruined the beans I bought and doesn't worth the money I paid for.
Smartly built to wear out in 2 years
Disappointed with an inconsistent grind from the "smart grinder" it would seem from googling this grinder after a major failure, the impeller which throws the coffee grinds into the brew head wears out (and is not replaceable) causing the machine to jam up. Sorry just another throw away item, get what you pay for!!!
NOT HAPPY WITH SERVICE SUPPORT FROM BREVILLE !!!!!!
We have been happy with this machine, but in June the milk frother stopped working. We took it to the only Breville repairer for coffee machines in Toowoomba, Mercer and Luck. The service has been hopeless and I will NEVER buy another Breville appliance. After multiple phone calls to both the repairer and Breville, I still don't have my coffee machine back. It has been almost 7 WEEKS!!!!! It was an expensive machine and I would have expected better service from Breville. Make sure you find out if there is a decent repairer for your appliance before you purchase, I certainly will in future!!!!!! NOT HAPPY!!!!!!!
LEAKS AFTER 1 WEEK!!
Purchased this machine 1 week ago and it is already leaking from a tube underneath the water tank. No customer service and told to take it for repairs. Given the price of this appliance and the fact that it has problems after 1 week I expected a replacement - no so. I would not buy again. In fact I won't buy another Breville product given the poor after service.
Great coffee, unreliable
We got this about 2.5 years ago and at first it was happy days with excellent coffee and satisfied friends attending our parties...then it broke about 2 months after the warranty ended..got it repaired and it was happy days again until you guessed it...broke after another 6 months.
We are going to chuck it out...no point in throwing good money after bad again..,purchased a Giotto premium plus...significantly costlier but apparently they are bulletproof and often last up to 15 years with only minor repairs. Never again
Great product but after dealing with 'Breville Service Agents' It has been a nightmare
Our machine worked for about 6months than started having pressure issues. We took it to a 'Breville Service Agent' (in Perth) over 3weeks ago and is STILL waiting for it to be fixed. The guy running the show at this particular place seems to be really dodgy. He didn't want to tell me what was actually wrong with the machine, I had to keep persisting over the phone before he finally told me what the problem was but I got the feeling like he wasn't telling me the truth. Everytime we call him he has a different story just to get us off the phone. ...Yesterday he told my partner that they have rcvd the parts from Breville and the technician is fixing it and it will be ready to pick up today. He said he will call us. He didn't call. I called him asking him when can we pick up our machine. He blamed Breville saying that they didn't send all the parts and the machine has not been fixed yet. He offered us a temp machine but when my partner went there after work to pick it up, nobody knew about it and my partner had to wait until he guy came to the store. The guy was rude and practically pushing my partner out the door. The temp machine was filthy. The whole shop was filthy. My partner saw another customer picking up their Breville machine and saw the condition that they gave it back. The machine was dirty too! they didn't even bother wiping it down before giving back to the customer! Both my partner and I are worried that once this guy finally gets around to fixing our machine, he is going to do a dodgy job just so he can get his money from Breville. We are both feeling ripped off right now.
Questions & Answers
I have a BSS920 about 3 years old and am having a problem with descaling. Have descaled previously with no problems.
Following the manual instructions I empty the boilers and next step is to begin Descale, press 1 cup button to begin to descale and figures 20 (for seconds) show in screen) and press 1cup button. However nothing appears in the screen and nothing happens.
Anyone have a solution?
Breville should have a solution
I complete a descale on my BES920 and the Descale Message remains on. Has been occuring for last 18 months or so. I descale every 2 to 3 months but no change
Hey Paul, apologies if you've tried this but maybe reset your hardness setting. With machine off, hold down 1 cup button and turn on. reset should appear on display, hit menu to select and then set your hardness.
Machine only heating to 72° then hovers around that temperature, have checked that the setting is still at 93° , tried unplugging for 60 minutes (as says somewhere in manual) .
Obviously can’t make a coffee at this temperature.
Any ideas please?
See similar complaint below
|Category||Appliances and Coffee Grinders / Roasters||Appliances and Semi-Automatic and Manual Coffee Machines|
|Water Tank Capacity||2.5L|
|Number of Grind Settings||60|
|Coffee Bean Capacity||450g|
|Replaced by||Breville Dynamic Duo BEP920||Breville Dynamic Duo BEP920|
- MPN: 6098 and BES920
- GTIN13: 9312432021937
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