To Any Potential Buyers of Breville Ice Cream Machine - Smart Scoop…
Below are my comments. Historically, I’ve enjoyed all of the Breville Small Appliances that I have purchased, but I was very disappointed that the Breville Ice Cream Machine did not meet my expectations … long term… failed after just 3.5 years.
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After 3.5 years of using the unit not more than 20 times, the ice cream maker control knob that adjusts the ice cream texture (soft vs hard) stopped working. When I contacted Breville, I was informed that the cost to repair was 50% of original repair cost, which I thought was outrageous. So Breville offered me a 25% discount off to use toward the repair cost or 25% discount to use toward purchasing a new ice cream machine. I did not move forward at the time because I was quite frustrated and disappointed. I realized that the unit was outside of the warranty period, but I was having a hard time justifying spending 50% of the original purchase price (before the 25% discount) to have the unit repaired. After 2.5 months, I decided to use the 25% discount towards having the unit repaired, but much to my surprise, Breville Customer Service informed me that the company had since had a change in policy and NO LONGER OFFERED REPAIRS ON … NOT JUST THE ICE CREAM MAKER... BUT NO LONGER ON ANY OR “ALL” BREVILLE SMALL APPLIANCES! Below is the actual email reply.
"Thank you for responding.
We no longer offer repairs on the smaller units with the change we made to our repair offers. So, not just the ice-cream maker other appliances as well. The Ice-cream maker will not be discontinued.
We are basically saying we no longer offer repairs on the ice-cream maker and if you are interested you can use a 25% discount to purchase a new one.”
As a loyal Breville customer, one who has purchased 11 different Breville appliances, I was blown away by this new policy. Why would anyone want to purchase an appliance from Breville if the company will no longer stand behind its products? And, what falls into the category of “small” appliances? If the ice creme maker is in the small category at $499, does the top of the line Breville espresso machine ($2,799) also fall in the “small appliance” category? Some of the Breville “small appliances” are quite expensive to no longer be supported by Breville when needing to be repaired! Needless to say, this experience has completely changed my perspective on the Breville company (brand), which I always viewed as high a quality manufacturer of small appliances.
Extremely disappointing…
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