Lelit レビュー 235

Good communication

Contacted the company I purchased my Lelit machine from and was forwarded to the Lelit company. Lelit asked for necessary information about machine, product issue and proof of purchase. Once given required information they proceeded to address my issue. Once issue was resolved they followed up to inquire about my satisfaction.

Took forever to reply, didn’t really offer a solution that I could buy directly from them. Emails after the conversation are annoying and not needed. (4 follow up emails)

Courteous communication and quickly dispatched the required part. Machine is producing superb coffee.

Si vous achetez du matériel Lelit, priez pour qu'il ne tombe jamais en panne. L'image de marque se veut "premium", mais la gestion du support client depuis le siège est désastreuse.
Ma machine a développé une panne après seulement un an. Le revendeur officiel agréé par Lelit (Coffee Friend) a détruit mon emballage d'origine sécurisé lors d'une première réparation ratée. Ils ont ensuite exigé que je leur renvoie la machine à mes risques et périls, tout en refusant de me fournir un emballage adéquat de remplacement.
Face à ce comportement inacceptable, j'ai contacté directement le support Lelit en Italie, espérant qu'ils feraient respecter les standards de leur marque à leur partenaire officiel. Leur réponse écrite a été lunaire :
1. Lelit s'en lave totalement les mains. Je suis conscient que la garantie légale incombe au revendeur, mais Lelit n'assume absolument aucune responsabilité quant aux méthodes catastrophiques du réseau de distribution qu'ils ont eux-mêmes sélectionné et agréé.
2. Pire encore : le support technique Lelit m'a écrit noir sur blanc qu'une machine à espresso de ce poids pouvait tout à fait être expédiée sans son carton sur-mesure d'origine. C'est un conseil qui me semble logistiquement risqué pour un appareil de ce type, et qui semble conçu uniquement pour dédouaner le revendeur.
Lelit est une marque qui encaisse volontiers le prix fort à l'achat, mais qui se cache derrière des procédures administratives dès qu'un problème sérieux survient, refusant de protéger ses clients.
Fuyez si vous cherchez une marque avec un véritable service client. Mon dossier est désormais entre les mains du Centre Européen des Consommateurs (CEC) pour exiger un remboursement intégral.

--- ENGLISH VERSION ---

"Premium" brand in appearance, zero support: Lelit abandons its customers

If you buy Lelit equipment, pray it never breaks down. The brand image claims to be "premium", but support management from headquarters is disastrous.

My machine developed a fault after just one year. The official Lelit-approved reseller (Coffee Friend) destroyed my original secure packaging during a first failed repair. They then demanded I send the machine back at my own risk, while refusing to provide adequate replacement packaging.

Faced with this unacceptable behaviour, I contacted Lelit support in Italy directly, hoping they would enforce their brand standards on their official partner. Their written response was staggering:

1. Lelit completely washes its hands of the matter. I understand that the legal warranty falls on the reseller, but Lelit assumes absolutely zero responsibility for the catastrophic methods of the distribution network they themselves selected and approved.

2. Worse still: Lelit's technical support put it in writing that an espresso machine of this weight could perfectly be shipped without its custom original box. This seems logistically risky for an appliance of this type, and appears designed solely to exonerate the reseller.

Lelit is a brand that happily charges a premium price at purchase, but hides behind administrative procedures the moment a serious problem arises, refusing to protect its customers.

Avoid if you're looking for a brand with real customer service. My case is now in the hands of the European Consumer Centre (ECC) to demand a full refund.

Problema risolto. Risposta veloce e gentile. Ottimo!

Good products but possible issues with Warranty services. Our coffee machine worked fine for 2 years, but recently broke down, every time it started operating, it would trip the power and cut off electricity throughout the entire house.

Since the machine was still under warranty (purchased via MyCoffeeShop), we contacted the Lelit for warranty support. But we were told that Lelit does support this distributor and we should contact MyCoffeeShop directly. MyCoffeeShop has no authorised service center for Lelit in Brisbane.

Seems a huge gap, there are Lelit service centres available but can't be used if a product purchased via a distributor like MyCoffeeShop. Very disappointed about it, since it is a warranty issue but required us pay out of the pocket.

We had an issue with our machine and Lelit helped us with a replacement quickly.

I habe keine Antwort beim technischen Aspekt meiner Frage erhalten, abgesehen davon, dass meine Machine noch unter Garantie steht.

I didn't get any reply on the technical side of my question, except that it is still on guarantee which I already knew.

It felt like Lelit looked at content I provided thoroughly and came to a quick assessment and a solution that I was satisfied.
There was no back and forth, no super detailed requests, etc.

My videos clearly showed a problem that an almost new machine shouldn’t have and made the switch.

Exceptional service !

Steam Wand

Our steam wand was have a few issues, but the team went above and beyond to solve it.

Thankyou!

Ms. Enrica and her team went above and beyond to make sure my problem was solved. I had an issue that was preventing me from using my beloved Lelit Bianca. Ms. Enrica quickly guided me through the necessary steps and kept the conversation going until my problem was entirely solved. I thank them for the support they provided.

Hervorragender Service, sämtliche Bestellungen wurden pünktlich geliefert und waren sicher verpackt.

Great Customer Service. Super fast and responsive. Thank you!

I was experiencing difficulty with my Lelit and I received quick help from the support team.

Exceptional customer service from Enrica.
Quickly replies, and very helpful.