Breville Dual Boiler with Smart Grinder BES920 / BCG820 has been replaced by Breville Dynamic Duo BEP920.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.
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.
Find out how Breville Dual Boiler with Smart Grinder BES920 / BCG820 compares to other Appliances
Know better, choose better.
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. :(
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.
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!!!!!!!
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 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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.