Part Two

[read Part One here: http://aronmifsudbonnici.com/aplan-dishonouring-warranty-on-siemens-applia]

On the 28 August 2010 I reported that the coffee-maker was entering a loop between “trays missing” and “empty trays” mode even when the trays were empty and properly installed. This prevented the machine from brewing any coffee. I also reported that the stainless steel was, well, becoming stained.

After an initial visit scheduled for mid-September, the unit was eventually taken to Aplan’s workshop on the 11 October 2010 to be returned on the 1 November 2010. Documents later released to me by Aplan show that no parts were ordered/replaced in the period when the machine was at their workshop.

It later became apparent that no part was available and that Aplan’s technicians had soldered-over the tray’s defective plates to improve the contact between the said plates and the machine. Whereas the machine did work initially, the makeshift solution prevented the trays from locking properly in place and after some intial success at brewing coffee, the trays soon started jamming and this was immediately reported to Aplan’s servicing department and verified by their technician during his visit of the 12 November 2010.

The technician resolved the issue temporarily and it was only after this visit that the servicing department thought it fit to order replacement trays. The technician’s comments on the call-out report read: “to order tray cause it’s dislodged from several parts.”

Aplan’s internal sales order shows that Part 496881 was ordered on the 15 November 2010 in response to my complaint and the technician’s visit. Unfortunately, Aplan servicing department merely ordered the stainless steel top plate of the faulty trays and not the trays themselves. On the 10 December 2010 another visit was scheduled. By now, I expected the faulty trays to be replaced but was surprised to note that the visit was merely scheduled for the technician to deliver asmall user serviceable stainless steel plate which I could have easily collected and replaced.

On complaining about this, the servicing department retorted that they were not aware that the trays themselves needed to be replaced and they had ordered the stainless steel tray cover. To date, I have no indication that this mishap has been addressed and it is clear that Aplan does not stock the replacement trays and has not ordered any.

On the 14 December Aplan’s technician visited again to address the lingering problems and to resolve the machine’s failure to grind beans. He apparently replaced the contacts which were previously soldered on to provide a temporary solution but was only able to temporarily make the machine grind. He was unable to replace the grinding/brewing mechanism during his visit and informed me that additional parts would need to be ordered. By the following morning, the machine was, again, not grinding beans.

Another visit was scheduled for the evening of the 21 December 2010. By this time, I was totally frustrated and did explain my frustration to the servicing department by means of my email dated 21 December 2010 at 08:41am. In my email I stated:   

“Another visit by your technician is expected this evening after 5pm … You will appreciate that each of these visits requires a member of my family to disrupt his or her work schedule. At times, all the technician is able to do is take note of the fault and advise that a part needs to be ordered and that another visit will be necessary. 

A continuation of this is unacceptable to me. I would like you to ensure that the machine will definitely be repaired on site today and that your technician will have at hand all parts necessary to complete this task. I would also like you to confirm that the whole fascia showing corrosion will be replaced within a reasonable time. Unless this is the case, I request that you replace the machine with a new unit under the terms of the guarantee.” 

My email was not acknowleged and I was present with Aplan’s technician that evening to closely follow his efforts. Such efforts included the replacement of part of my machine with used parts recovered from a brewer which was clearly not new. After many adjustments, the machine did grind coffee. He advised that his work on that occasion was a temporary measure and that a new brewer would need to be ordered this time round as he was unable to provide a permanent solution. I still fail to understand why the visit was scheduled when I had clearly requested that a visit should take place with the technician having parts at hand. 

The following morning, the machine predictably did not grind coffee beans. 

Continues here: http://aronmifsudbonnici.com/the-falsity-of-intermittence-or-you-must-be-s

Part One

I tend to choose brands on the basis of design, functionality and perceived reliability. I typically go for established names. The length of the commercial guarantee beyond the statutory two years is a major selling point. In my mind, if the seller is offering a 5-year guarantee then he actually believes that his products are unlikely to fail within thestated period.

In 2006 I was shopping for appliances for a new kitchen. Boring stuff like the standard oven, ceramic hob, dishwasher, etc. Here shines Aplan Limited (of Mizzi fame) sporting the Siemens appliances range and screaming solidity, reliability and no-nonsense German design. Guess what? They’re now offering a 7-year commercial guarantee! And a well-placed friend will also secure me a discount on showroom prices. Time to splurge on an unessential but very sexy built-in Siemens coffee machine. You know, the one that is meant to feed on coffee beans and brew me the most magnificent coffee at the press of a button. A truly splendid prospect for someone who’s been a coffee aficionado for most of his adult life.

So I model the kitchen to accommodate the new stainless-steel baby. It was not a cheap baby either: discounted, it still cost over EUR1,000. For just under four years, the appliances lived up to their Siemens name. Oh well, in the summer of 2010 the coffee maker did start to show some signs of corrosion in its “stainless” fascia. It’s the sort of thing you don't expect but yet come to accept because you know it will be too much of a hassle to complain about.

But by August 2010 the machine started failing me in its most basic functions. The initial trouble related to defective tray contacts, which caused the machine to incorrectly report its state. The machine would loop between “trays missing” and “empty trays” mode even when the trays were empty and properly installed. It’s one of those moments when you pat yourself on the back and feel happy that you spent extra money with a company that offered a 7-year guarantee.

You call Aplan’s servicing department and things start turning sour.

Part Two: http://aronmifsudbonnici.com/after-four-months-aplan-still-cant-get-it-rig