Poor Customer Service

I had a very poor experience with my annual service and parts replacements for my bean to cup coffee machine.

My coffee machine was working fine the morning, I dropped it off and was contacted two weeks later stating that the water reservoir was not being picked up and a replacement part was needed. (Strange, as it was working fine when I dropped it off and I was not off-roading on my way there).

The replacement part took about 1 month and when I went to pick up the machine, I asked for the old part ... which was now cracked and broken down the side. The story was that the front panel had to be bought separately, and that the technician broke the water tank to remove the old panel and put it onto the new panel. No communication, no heads up that it was sold separately ... just a new talk and a broken old tank. The response was a shrug and "ja, I don't know". This feels very much like a cover up.

My machine also now behaves differently and when I asked what the technician changed and how I could get the previous behaviour back ... the response was: "No software updates was performed as that is the normal way of functioning.", but that was not the way it was working when I dropped it off...

To be honest, this is very bad customer service -- if your machine if out of warranty - DO NOT TAKE IT HERE, TAKE IT SOMEWHERE ELSE.