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The absolute worst customer service i have ever experienced
I owned a Jura S9, when the brew unit died in 2018 and the local Jura agent wouldn't fix it as they weren't allowed to i replaced it with a Jura E6 on their recommendation. The machine appeared reasonable, coffee was reasonable and consistent like the S9. The S9 has a button for the steam, the E6 has a knob. Took the product home noted there was something slightly different about it to the one on display. The steam knob was extremely tight and hard to turn and due to it being plastic my fingers would slip, especially if they were wet. I went ba...ck to the agent and took a photo of theirs and mine to compare. I figured out that they had a different steam knob, theirs was black and non slip. Mine was silver and plastic. I asked why the knob was different, they could not tell me. I asked if i could have the knob changed, the agent told me they would ask Jura. After a couple of months the agent kept forgetting to follow this up. I followed up Jura Australia myself via email. I had become so frustrated and infuriated by the steam knob i had stopped using the E6. I asked Jura why the knobs were different i was told that there was a second series of the machine had been released which had the new knob. I asked what were the differences between the versions, i was told only the knob. I asked why i was shown the second series on display but was supplied with the first series. They could not answer my question. I wondered what else was different that i had not been told about? I asked that the knob be replaced and was told it could but would take 3 months for the part to arrive. I waited 6 months, heard nothing. I wrote an email asking what was happening, no answer. i sent an email stating if i had no response within the next 3 weeks i would go the Consumer affairs. No answer. I went to consumer affiars. My issue is with Jura Australia, the law now states that the complaint is raised with the point of purchase. They sent my complaint to the local agent whom i had known for 9 years and had a good relationship with up till that point. They told me they had spoken to Jura Australia, the person whom had been originally dealing with me went on Maternity leave, no explanation as to why no one else dealt with the problem. I was told they would replace the knob. I accepted this resolution as my complaint was against Jura Australia, not the local agent. Jura Australia never contacted me after the last email from service desk 9 moths previously saying they would replace the part. No apology, nothing from the local agent or Jura Australia. The machine died. I purchased a DeLonghi and am very happy with that. You can actually remove the brew unit to clean or replace.
Purchased in January 2018.
I am not satisfy with this product as nothing is hot. I had to warm it up in the microwave and so disappointed in this product. As the temperature is set to high the coffee ect is still cold. Wish I can throw this product in the bin ... its not worth the amount what you paid for it .. bought it 2 weeks ago.
Purchased in September 2020 at Harvey Norman for $1,650.00.
Good coffee machines, poor crap customer service.
I have ongoing problems with my machines and each time I call the customer service I had to wait to be answered and while I am waiting they hanged up on me. As frustration was growing I sent them an email and they replied to me and asked me to call them . I made the call but the woman whom I needed to talk was on the phone and another woman said she is gonna pass on my message to her and she will call me back. Did she ever called me back? NO.
Over 3 weeks ago I spoke to another person and she said she is going to sent me the part. Has it arrive...
Purchased in May 2019.
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Jura E6 coffee machine
I'm not happy with E6 bought late December, has been back to jura as having trouble with temperatures of milk away 3 weeks, came back with no report on what was done, still same as before rang jura got answering machine left message, they never rang back,worst machine ever!!!
Purchased in December 2019 at Harvey Norman Retail Stores for $1,199.00.
Quality, quality, quality. This is engineering!
I have had my Jura E6 for two years. It has been glaringly different from every other coffee machine I have bought previously - and that's a few - in one important respect: it works, and it goes on working. The unit is solid and well-engineered (it's Swiss - should we be surprised?). The display tells me when a clean, or water filter change, is needed, and that has been the sum total of maintenance.
The coffee is excellent, and quality is consistent. By selecting brew size, and coffee bean quantity, the product is fully comparable to most ...coffee shops, and (using the good-quality beans I can now afford, due to the money saved) better than many. Unlike some who have reviewed, I do not heat milk in the machine. I simply use the microwave for a few seconds to get the preferred temperature, and use a low-price frother (from Aldi) if cappucino is requested. In short, a solid, good-looking machine that does a first-class job.
Purchased in September 2017 at Harvey Norman Retail Stores - Electronics for $1,399.00.
DO NOT BUY!! Machine stopped working properly less than a month old, and their customer service was atrocious.
We purchased an E6 back in March, owned it less than a month when the milk frother stopped working properly - it wouldn spurt and splatter milk out in to a bubbly mess, instead of the beautiful thick foam it was initially producing. After contacting Jura, exchanging several emails, phone calls and videos, it was decided the machine needed to be sent off for repairs. We were without the machine for 4 weeks (numerous phone calls were made on my behalf during this time, trying to find out what was happening with our machine. But was never given a ...straight/helpful answer), and when it was finally returned to us, there was no change at all. Jura wanted us to have it shipped off for repairs again, but by this stage we had had enough. We demanded a refund, we were denied initially but finally they allowed it, after threatening to get ACCC involved. 100% WOULD NOT RECOMMEND. Worst customer service I’ve ever experienced. Zero care or compassion from their customer support team. We’ve gone Delonghi now, and are loving it.
Purchased in March 2019 at Harvey Norman for $1,400.00.
Questions & Answers
When using a full milk bottle in the small fridge next to the machine milk drips from the frother for some time. Do you know what I can do or can I get a valve for the milk tube??
Thank you for your question, that’s very strange fault and shouldn’t be dripping after the coffee is made. Could you kindly email me a video to firstname.lastname@example.org I would like to look into this and resolve this issue.
Kylie after sales manager
We purchased the Jura E6 today and we can't get past "switch open", "filter is being rinsed", "switch close". Are we doing something wrong? When you pay this amount of money for a coffee machine, you expect it to work out-of-the-box. This really bad!
Haha.. absolutely normal. Excellent quality coffee comes from a clean machine. I felt the same when we first switched from a pod machine. 6 months on and I haven't still gotten used to it . High maintenance machine alright. Well, Swiss being Swiss, it is all about perfection. I work in the kitchen appliance industry and all my kitchen appliances are Swiss made. It is about perfection.
With great perfection comes great responsibility..;)
Thank you for your question, there is an air blockage in the filter, this can sometimes happen as the machine has been in transport from Switzerland and does take a couple of months to arrive in Australia, we need to remove the filter put hot water in the tanke, put the tank back on the machine minus the fitler and hot water and flush it through the system it can take a couple of goes. once the products show on the screen remove the hot water and put the water filter back in, if the issue happens again there is a fault with the filter.
Jura Support team
We made 20 attempts to ridiculously perform this task on your new equipment to no resolve.
We returned to the shop and purchased a Delonghi which worked out of the box.
|Category||Fully Automatic Coffee Machines|
|Pump Pressure||15 bar|
|Input Power||1,450 W|
|Dishwasher Safe Parts||Yes|
|Water Tank Capacity||1.9 L|
|Colour / Finish||Platinum|
|Dimensions||351 x 280 x 439 mm|
|Bean Grinder||Integrated Burr Grinder|
|Coffee Bean Capacity||280 g|
|Manufacturer Warranty||2 year(s)|
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