That sounds like very poor customer service to me - i would be call them back if i were you and ask to speak to someone more senior. failing that try and track down the importer / distributor of the product The problem with automated machines like the esam3000 is that the more bells and whistles, the more things that can go wrong with them, also, you're never going to get the same quality extraction as, say, a new e61 lever machine Still, you should be able to get a very serviceable coffee from this machine, and if you're not happy with the level of customer service that you have received, then by all means take the matter further Tell them that you have already posted about it on a popular australian coffee website, that boasts around 1000 online members, and that it's in their own best interests to get the job done properly, as a wide online community is awaiting the outcome! Cheers and good luck, Pat
