No steam from my espresso machine

  • Question
  • Updated 3 months ago
  • Answered
The steamer wand on my 6 month old espresso machine stopped working. It does not look like it is blocked with milk because the hot water comes out of the wand without a problem and with pressure. What can I do?
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sophie

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Posted 5 years ago

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Janet

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Thank you for responding. However, this is somewhat frustrating to have to go through all of these issues again.

1. We do not have new machines, as we have made clear in our posts. We have machines that made steam for the first 30-60 cups and then stopped.
2. The steam wand tip is not clogged, as we have made clear in our posts. Hot water comes out just fine.
3. My area has some of the softest water in the nation. I have decalcified several times anyway, as I have made clear in my posts, but the unit is not clogged. The water simply does not get hot enough to become steam.

Therefore, I will email as you have suggested above.
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scott meyers

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exactly Janet - good luck - they screwed me as well with their decalcifying BS. Finally threw it away and kissed $300 Goodbye. I hate this company, their crummy espresso machines, and plan to tell the world
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scott meyers

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we started with ripoffreport.com and we're hitting all the other consumer and coffee forums to warn others as well.
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Breville Support, Official Rep

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Janet,

I am looking forward to receiving your unit so we can inspect it and understand the root cause of the issue. This is a great opportunity for Breville Support and our Get Satisfaction community members to partner together.

For complete transparency I will post our inspection findings, photos, steps taken to service the unit and any recommendations we have for next steps to this thread so all interested parties can be kept informed.

Thanks,

Kelly
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Janet

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I would like to be clear on a couple of items. Will my unit be repaired? Who will be responsible for repair costs?
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Breville Support, Official Rep

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Janet,

The FedEx label has been issued and we will await delivery of your machine. As I have committed to for the purpose of learning and resolving the many questions to this forum I will have your unit inspected and basic service performed to get your unit working as designed. I again appreciate your cooperation and look forward to getting you back to having the capability of making espresso drinks at home. As we go through this process we may send you exchange emails to capture additional information on your experience and use.

Thanks,

Kelly
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Janet

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Thank you so much! Because I like the machine so much, I am thrilled!
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Jill

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I am too :)
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Janet

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Jill, have you heard anything yet? I have heard that my "board" is bad. When I bough the machine is of great interest right now.....
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scott meyers

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Good luck - They wouldn't fix mine when it wouldn't work after 8 months. told me to decalcify - just like all the other posts in here for ALL problems. What a joke. After 3 weeks and about 5 hours - I gave up and threw it away - along with my $300. Probably what they were trying to do - put you on a hamster wheel until you just give up. Yes Kenji, I'm talking to you. I Hate this company and their products and will let everyone I know that they won't honor their warranty and that they make crappy espresso machines.
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Kenji

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Scott,

In an attempt to inform the rest of the board, I would simply like to tell you that the reason why your warranty was denied was due to the fact that you had purchased your machine through an unauthorized vendor. As a result, I had done what was possible to troubleshoot the issues you were having on your BES250XL Cafe Venezia, but did not improve the results you were having. I would encourage you to have brought your unit to a service center, but it seems you have simply thrown your unit away. In circumstances where units are purchased through unauthorized vendors, we do suggest that you do bring your concerns up with your vendor to see if they are able to refund your purchase or assist you with a replacement.

-Kenji
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Janet

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So your warranty is not valid unless you "authorize" the dealer? Perhaps you should publish, on this forum, the authorized list of the authorized dealers. I didn't realize you had a counterfeiting problem in the espresso machine industry!
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Janet

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I'm also wondering if the FTC would agree that you have the right to invalidate the warranty based on where the item was purchased. It would make an interesting consumer law case, wouldn't it?
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Kenji

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Janet,

The conditions of the warranty are made clear in the owner's manual and on our website at www.BrevilleUSA.com under the "Warranty" area at the bottom of the page. You can also view the PDF of the warranty conditions here: http://www.brevilleusa.com/media/supp.... We do not have issues with counterfeiting as you had previously stated, and is something that we do to protect ourselves. As you can imagine, if this clause was not stated, any random seller on eBay could technically purchase a Breville unit, tamper with the unit, then resell it as a "New" unit. In this manner, we want to ensure that the customer gets the product as we had intended it to be sold from the manufacturer, and can only do so when sold through an "Authorized" vendor.

-Kenji
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Mike Marshall

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I sold consumer electronics for several years. There have always been outlets for consumers to buy so-called (gray market) products that have not been supplied through the manufacturer's authorized distributor in the United States. Nearly all manufacturers post information on their websites that the warranty will not be honored if the product is not purchased through an authorized dealer. Gray market products are usually manufactured for different global markets using different electrical specifications (240 volt vs. 120 volt for example). Buyers often save money by avoiding the authorized dealer path, but the manufacturer is justified in not honoring the warranty.
Mike
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Janet

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And where can I find a list of authorized vendors?
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scott meyers

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Chefandkitchen.com is where I bought it via Amazon. Started with Breville, and they sent me back to chefandkitchen. Chefandkitchen.com sent me to Amazon for cust service - and they sent me to Breville.

Bottom line - it still doesn't work.
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Janet

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Wow, I guess Amazon is not the place to buy Breville products!
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scott meyers

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Apparently Amazon was not authorized - who would have thought?
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Janet

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Boy we better twitter to amazon and let them know!
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scott meyers

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I just did - and I referenced the post in RipoffReport.com - I wonder how soon before Breville notices a significant drop in Sales.
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Kenji

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Janet and Scott,

Amazon.com LLC is a authorized reseller. As i'm sure you know, there are many independent resellers on Amazon.com that sell our units. As a result, we can only validate the warranties when a proof of purchase is given to us for the point of sale to see if we can validate the seller. When purchasing Breville products through Amazon, we would encourage you to check the seller/merchant as "Amazon.com LLC" to be sure or to simply email us to check on the seller. Unfortunately, we do not have a listing available of all authorized sellers as it changes daily and would simply suggest giving us an email or call to verify.

-Kenji
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saabspyker

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Hello,
I have recently taken my Die-Cast Espresso Machine 800ESXL espresso machine out of storage...we moved about a year ago. The machine has always worked well but now it does not maintain proper water temperature. It will heat up initially, in any mode, then the thermostat does not seem to turn back on after the initial heating cycle. I have already descaled the machine several times (yes I even let it soak overnight) to no avail. We have used the machine very little over the last couple of years and always maintained it per directions. I understand that it is a couple of years old but I bought a Breville machine for its quality and durability...some customer service is needed here. Thanks
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Kenji

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Hello saabspyker,

Thank you for bringing this to our attention and attempting to troubleshoot the issue before reaching out to us. I would like for you to email us at askus@brevilleusa.com so that we can further assist you with your machine.

-Kenji
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scott meyers

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Hey saabspyker, - $100 Bucks says Kenji tells you to decalcify, and convince you that the hard water in your area is to blame for your machine not working. Yes, I am a disgruntled owner of a $300 Breville paper weight as well. keep me posted.
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saabspyker

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Kenji's reply was essentially out of warranty...out of luck:( ...not even a voucher for a trade up!

Only option given was to send the heavy machine two states away...with shipping both ways and the actual repair...much too costly to justify.

All I can say is a 1 year warranty for a $300.00 "quality" machine is much too short. Breville should demand better quality standards from within, have a better,longer warranty and back their products. This is at the least what customers expect out "premium" products.

Caveat emptor my friends...caveat emptor.
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Mike Marshall

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I received my BES820XL as a Christmas gift from my daughter. She purchased it at Williams-Sonoma here in Houston for $499.99. After about a month of daily use, I noticed that the rubber around the steam wand was getting chewed up so I called the Breville support phone line. They offered to send me a replacement machine or just the rubber part if I would like to repair it myself. I opted for a new machine. When I asked how to prevent the problem from happening with the replacement unit, they suggested I be more careful in placing the tubular frothing attachment to the steam wand, since it has to be removed for cleaning every time after use. It was only then that I realized that I had damaged the rubber by not properly lining up the metal tube when I attached it to the steam wand. Even so, Breville offered me a replacement machine. They e-mailed me a pre-paid FedEx shipping label and within a few days a new machine arrived. It was a newer model, the BES830XL. It worked beautifully for months making cappuccini every morning for my wife and me. When I tried to make another two cups one afternoon, the steam wand would not froth the milk and the espresso was very thick, almost like syrup.
I sent an e-mail to Breville. Matt suggested I try to decalcify the machine with a solution of vinegar and water. I'm sure I read the instructions about the necessity of running a vinegar/water solution through the machine every 1-2 months, but if I did read it, I forgot about it and never performed this procedure once in nearly two years of use, so the problems with the machine were no doubt my fault. So, I tried to decalcify the machine by running the vinegar.water solution through several times, but it didn't work. I contacted Breville again. They asked me to send the batch code and a copy of the sales receipt. I did and again they e-mailed me a pre-paid FedEx shipping label. I packed up the replacement machine and returned it and in less that a week a new BES830XL arrived.
I could not more pleased with the customer support I have received from Breville.
The new machine works perfectly.
Mike
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sophie

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I started this threat last year in August. After descaling the machine it worked for two weeks and then had the same problem. I tried descaling again but it did not help. I just took it back to Costco and bought a Nespresso one. I have been using that ever since without a problem. It is very easy to use, it cleans practically by itself and I like the coffee it makes too.
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John

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I'm having the same issue. Not a new machine, but not a lot of uses either. Read the forums, and decalcified thoroughly, to no avail. Since the warranty has expired, I decided to take it apart and try to find the issue. All connections inside looked fine. The heating block internal passage is clean (absolutely no calcium or other mineral deposits).

I'm wondering what happened to the follow up that was promised over 1 year ago:

"For complete transparency I will post our inspection findings, photos, steps taken to service the unit and any recommendations we have for next steps to this thread so all interested parties can be kept informed. "-Kelly

I suspect it is one of 3 potential problems...
1) malfunctioning thermostat... There are 2 on top of the heating block... One for 95c, and one for 140c, according to a service parts website.
2) malfunctioning heating block
3) malfunctioning circuit board

Any feedback on what the likely issue is, and where to get replacement parts would be useful to everyone here, I think.
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S Rao

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Whenever you have a steam issue, the support staff invariably think its due to calcification. I have a Saeco and they told me the same thing...after running through the decalcification many times, i still have the same problem. There could be something wrong with a circuit board, I saw a video on youtube where the guy was changing some component in a circuit board and it started working again.

You can't blame Breville support, they are talking about the most common reason why this happens. Many consumers including myself who think they are fairly knowledgeable do not take good care of their espresso machines and follow proper maintenance procedures.