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Frame damage during servicing of our ECM Synchronika, and now they've ghosted us

We purchased an ECM Synchronika from Whole Latte Love in 2019. It recently started having some issues, so we shipped it to them to be fixed and also purchased their preventative maintenance package. We paid almost $700 to fix the machine and have the preventative maintenance done to it. When we received the machine back, not only had the maintenance not been performed, but the machine was not functioning as it should. There was absolutely no backflush, and the espresso was not being pulled like it should have. Also, the steam pressure was not functioning consistently and the lever to activate the brew group was extremely stiff. We contacted support right away, and were told it is the grind. We wrote them back and sent photos and videos demonstrating that the grind was not the issue. We told them there was no backflush - We've had this machine for years and we know how this machine functions. Then we noticed that the cleaning had not been performed as advertised. We went through their preventative maintenance package and what they were supposed to do, and most of it was not done. The package included replacement of worn out parts, and none of the worn out parts were replaced and the machine had not been descaled.After multiple emails, we went on live chat and after waiting for a long time, got a live agent who finally agreed that the machine was not functioning correctly. She tried to get us to troubleshoot it ourselves and then tell them what component was missing so that they could send it to us. We explained that the servicing we paid for had not been completed, and we expect to ship the machine back to them at their cost so that they can fix it themselves and carry out the preventative maintenance package that we paid for. After some time, they agreed, and we sent the machine back to them.We also sent them an email with photos highlighting what their preventative maintenance package includes and what was not done, and that we expected all of it to be done in addition to the machine being fixed.A couple weeks after sending out the machine, we received an email stating that the machine had been fully repaired and tested, and that no new parts were necessary. We double checked that all the maintenance items had been done as well, and they confirmed that they had.We received the machine back a couple days later, and after setting it up, noticed that it did not sit squarely on our countertop anymore. The metal frame was completely bent, and everything was askew and crooked. The shipping box itself was undamaged, so it's unlikely that this damage was caused during shipping. In addition, it appears that the machine was not drained well, as there was a puddle of water inside the box and the machine was wet. The wing nuts at the bottom of the machine that secure the pump in transport were barely screwed in. The company's own website states that it is important for the boilers to be drained completely and the pump to be well secured so that there is no damage to the mechanism during shipping. This does not appear to have been done.We contacted support again right away with photos and videos of the damage and water issues. They scheduled a live video chat with Todd, who agreed that there was frame damage. He stated that he would talk to his team the following day, and that they would come up with a resolution that would make us happy.The following day, we received an email claiming that this was shipping damage, and they would work to find a resolution. Shipping damage seemed odd to us since the box was completely intact, and to bend a steel frame would require a considerable amount of force.We had to follow up with the company with regards to how to fix this issue. After much persistence, we finally heard back from them and they offered to send us a returned machine, claiming their techs had looked at it and nothing is wrong with it. After our terrible experience with their repair team, we found it hard to trust them, and declined the offer. They said they would have a meeting to decide how best to resolve this issue.Days went by, and we never heard back from them. We sent a follow-up email, and they replied the next day saying that we have their full attention and they will get back to us the very next day. A week went by, and we never heard back from them. We sent another follow-up email. Another week went by, we followed up a third time, and they have ghosted us. This has been a terrible and baffling experience.

Date of experience: Feb 17, 2026