file Gaggia Platinum Swing - condition upon arrival

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5 years 3 months ago #4618 by VG
So I just received a new Gaggia Platinum Swing superautomatic. First thing I noticed was the insides (brew unit specifically) was coated in coffee grounds and there was residue through out. The seller says this is normal and is a result of factory testing.. which could be 50 to 150 cups of coffee. I found this hard to believe and am considering returning the machine. Can anyone confirm this? Thanks.

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5 years 3 months ago #4619 by colin
Sounds like nonsense to me -

Please e-mail me.

Would love to discuss.

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5 years 3 months ago #4620 by VG
That's what I thought but now they want a 15% restocking fee. Not much love from Wholelattelove.com. I'm planning on calling the Gaggia distributor here and get there thoughts. The box does say there maybe SOME grounds. Wondering if anyone else has purchased a Gaggia machine with a similar experience... or not. Would love to hear back. I've attached the video I sent to the seller.

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5 years 3 months ago #4621 by colin
Some loose dry grinds is OK for a machine like this.

I imagine that the machine gets a couple of tests at the factory
and then at the vendor destination...

Any loose ground coffee should be vacuumed up and coffee residue, if any,
wiped away.

And if, hypothetically, a vendor claimed that 50 to 100 cups or brew cycles
are required in the testing and set up of one of these machines...
they are probably fibbing.

15% restocking fee is a tad absurd - that is 15$ on a $1000 purchase.
I have never understood restocking fees - isn't everything a different size
and shape? Imagine charging that on a very small item... that would be more pricey
than a big item - which would be more labor intensive to "restock"

Keep me posted on this issue sir!

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5 years 2 months ago #4626 by VG
Thanks for you thoughts. After a chat with the Gaggia distributor and an email to the owner at wholelattelove, they took the machine back w/o a restocking fee and paid for shipping back. Wish it hadn't been that difficult but a satisfactory outcome nonetheless.

Since then I've purchased a Breville Barista from the local Bed Bath Beyond and are trying that out. Still figuring out why the puck comes out wet and sloppy and the espresso bitter.. experimenting with grind, tamp, etc. Don't think my wife will want to deal with the semi-automatic in the morning. Maybe the Nespresso is where we end up.

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