Machine good customer service ... well

Before we decided on the Cafissimo Picco, we have informed us in detail and also tested one or another capsule machine, from cheap to expensive. Among them were the Expressi of Aldi and the Nespresso machines U and Pixie. The Aldi-machine made from a processing perspective, a good impression, but the coffee was mediocre at best, especially the Lungo varieties were unconvincing, too bitter and flat and of Crema no trace. Situation was quite different then from already with the Nespresso machine: Carefully processed devices and capsule coffee that tasted pretty good. The crema is not quite so thick as to make believe the advertising also helps because Mr. Clooney's winning smile nothing, but at least it is thicker than other machines (the spoon test but it is not). What the Nespresso system, however, disturbs us, is the marketing strategy of using artificial scarcity exclusivity should be taught. I want to take my capsules while shopping and that's it. If I want to become a member somewhere, then certainly not in a coffee capsule Club. And the theater with non-matching in each system generic capsules I will not do that to me also, especially since these partially not even begin to taste like the original.

Then we hear about the Cafissimo machines. Because we always liked liked the countries of Tchibo coffee, a Cafissimo seemed to be a good idea. Since we do not drink filter coffee out of the capsule, but the brew normal, and foam the milk separately for the cappuccino, handed the small model, especially as this compared to the other two has the better performance.

So we have the machine directly ordered at Tchibo, because it free there at the time of purchase to 40 capsules were (offer expired in the meantime). Visually they liked it very much, the red is really great, and overall it reminded us a bit of a coke-tapping machine from the 1950s. The machine is indeed mostly made of plastic, but is quite stable with a perfect finish. Having to use the capsule using a separate capsule holder in the Brühklappe is actually sometimes hakelig, but has the advantage that you do not have to poke around to clamping capsules in the depths of the case, as it seems, other machinery, every now and again to be the case , And how to open the Brühklappe again without spilling half a cup of coffee, you have to get out quickly. A capsule container is missing but to leave for days in front of him hingammeln wet capsules should not be anyway. The used capsule is ruckzuck tipped down the sink and can drip off at rest before it moves into the yellow bag or yellow bin there. And as information for those who are entertaining the idea of ​​filling capsules with their favorite variety itself: The design of the capsule and the capsule accommodation seems better suited for this endeavor as a machine with ball or capsules which have a different structure. This statement is without guarantee!

The drip tray is quickly reconnected, so that keeps the syringes in small espresso cups very limited. Only at higher glasses, macchiato z. B. for latte, you will encounter even after removal of drip tray quickly reach the limits, which could have been handled better. The water tank can be easily removed and re-place, but the cleaning is difficult because the form would be better followed the function and not vice versa. It is good that the machine into standby mode does not take a long time, but immediately after brewing. And the lack of on / off switch is easy to replace a power switch for less than two euros. The individually set cup quantities retained even if the machine is taken completely from the mains.

For device itself remains to be said that there is already in commissioning one or two tanks of irrigation needs, to the unpleasant plastic smell is gone. Leaving the machine are unused for some time (since enough already one day), it makes sense to have undergone a cup of water without capsule before brewing and generally to change the water in the tank daily. The recurring plastic odor decreases although over time, but all walked away he has not yet.

Quite loud, the machine is also. However, it is no louder than the traditional espresso coffee machines in the cafe. There falls wg. the noise just not on.

But now the Brühergebnis themselves what was ultimately decisive: Of course it's a matter of taste, but the countries are the Nespresso coffees drinks in every way, just the Lungo varieties taste some full-bodied, full-bodied. The crema is not very pronounced in the pure Arabica varieties; where Arabica mixed with Robusta, the crema is reasonably okay for a capsule machine. And a cappuccino, prepared with fresh creamy milk and a capsule espresso Brasil Beleza, not like usually also the Italians better.

Around fifty capsules we could enjoy before the machine started zicken: Approximately one in five capsule was suddenly no longer pierced neatly on top, which resulted in positive pressure, the capsule deformed and the water elsewhere could escape. The problem could be, as we had come to the thing times on the ropes, easily avoided by just broached the capsule lid directly before brewing something there, then where the spike had by. But as we were concerned that the seals might have been damaged by the repeated pressure, we complained the machine anyway.

And here began the interesting part: the Tchibo Customer Service. Preliminary point to note is that in the end everything was good. The way there was but annoying. Plan A was to convert the machine for a new one. Tchibo gave the following alternatives: 1. return with refund or exchange in the store or 2. return with refund or repair by sending to customer service. When we inquired whether an exchange against new device might be possible even when it is returned to the customer service, the answer came (from another department): Whether would be exchanged or repaired, would be in the discretion of the customer service. This information came to us naturally only plan B question, namely return with refund and later new purchase. So send in the machine and demanded a refund. In the first mail had informed us that the purchase price refund will be made within 10 days by personal check. Yet to hear anything from Tchibo After Twelve days after delivery was (one confirmed but at least once the goods receipt), we asked for, even if it were not for an easier way than the crossed check. Then we were told now that the purchase price refund will be made after 14 days, on the modalities no word. On day 15, it was actually made, but not. In the form of a bank transfer or the announced crossed checks, but credited to the account, which can be offset against the next order So real refund looks different. Oh yes, the final movement of the mail in which the credit was confirmed: As would be happy if you continue to put your trust.

Why some companies believe that it is possible complaints and inquiries answered with pre-formulated messages that sound like excerpts from the FAQ, without having to respond to individual questions always? Since one knows of where you stand as a customer: Purchase our stuff, but do not bother us with your stupid questions.

Consequently, we would now have to buy elsewhere, but not pierced capsules, damaged seals and annoying customer service experience just also customers of Nespresso, Senseo and other capsule machine manufacturers, insofar as a decision only the taste, and happens to be good.

Oh, the new machine is now there, you just forgot to settle the 40 free capsules. The Tchibo supplies now for free. After all

Conclusion:
Four points for the machine. One point deduction is available for the inaccessible water tank. For the mandrel made of plastic, which does not pierce the capsules properly, a point would normally not come in deduction, as the but seems to occur in all capsule systems sometimes that is not device-related shortcoming, but a general lack (also referred to as prior art). Even the annoying plastic odor would be worth a point deduction, but this is also a common problem that complain the purchasers of machines as well. The customer service, or rather the communication between customer service and customer is worth two points, but is ignored because it's all about the machine here.