I was a longtime De’Longhi customer and previously owned a Magnifica machine that provided excellent, trouble-free service for over eight years. Because of that positive experience, I chose the Magnifica Start when my son gifted me a new machine for Christmas.
Unfortunately, after just a little over 30 days of use, I experienced a problem during the very first descaling process. After contacting customer support and providing a video clearly showing the issue, the representative acknowledged there was a defect. However, I was told the unit could not be replaced because it was just beyond the 30-day replacement window.
Instead, I was sent a shipping box and required to send the machine in for evaluation and repair. From the time De’Longhi received the unit, I was without my coffee machine for more than 12 days before receiving notice that it had been repaired and shipped back. By the time I receive it, I will have been without the machine for almost a month.
Given that the product failed so soon after purchase and the issue was confirmed early on, I believe the appropriate solution would have been a replacement rather than a repair. This experience has been disappointing compared to the reliability and customer service I previously associated with De’Longhi products.
I sincerely hope the repair resolves the issue, but this experience leaves me concerned that product quality and customer support may have declined.
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