Service Sphere

We recently purchased a DeLonghi Prima Donna Elite machine from Service Sphere for our office. We could not be more happy with the product and the excellent professional and courteous assistance from Loui. We are very happy and would recommend Service Sphere and Loui as your go to man.

Excellent service & friendly, helpful staff. Had a coffee machine replaced under warranty and the service was exceptional.

I’ve been looking for someone who stocked Philips Saeco coffee machine parts in Melbourne. I found Service Sphere used their web site chat facility to ask about parts I needed, not expecting much as they were closed for Christmas. Not only did I get a response from Gabriele asking for more detail, but he followed up with web site links, part numbers and availability for the items required. I dropped in today to pick up them up and had a chat. It’s a shame they will no longer be stocking Saeco parts, but I can fully understand why. Next time I buy an espresso machine I’ll check to see whether I can use Service Sphere for any parts required.

Very helpful and friendly staff. Great service. I got my coffee machine checked within a few days and the guys called me back and tried to help with waranty arrangements. Highly recommended.

One of the persons manning the inquiry desk definitely should not be allowed to have customer contact. I was returning a Kenwood food processor for repair, he was incredibly rude, stating that he did not understand why anyone would buy such a processor when a wooden spoon and beater could do the same job. Who gave him the right to offer such criticism. I was dumbfounded. Today when I collected the repaired processor, he was still at the desk, plonking the large box on the counter. I was struggling to push the heavy box towards the exit when another employee helped me to my car…which is why I upped the star rating from 1 to 2.

Our De'Longhi Magnifica S stopped heating/making espressos after I descaled it. When I contacted the brand for troubleshooting, they advised me that the machine was old and close to the end of its lifespan, and maybe that was why it had stopped working. They also suggested that I could contact one of their repair services for a quote or just replace the coffee machine.The first service company provided me with a quote for assessment, but we agreed that a repair (without knowing what the issue was) could cost between 1/3 to half the cost of the machine and wasn’t worth it.I then contacted Service Sphere for a second quote. The gentleman I spoke to didn’t even provide me with a quote. He listened to the issue I had experienced and instead, gave me clear instructions on what to do to clear the air bubbles which he said were causing the issue.And it worked! Thank you so much for your amazing service. I’ll definitely be using your repair services in the future.

Product itself is great, service from the front desk is terrible. We were told up to 14 days for our coffee machine to be fixed and receive a call on the 14th day saying it will be another week, which is fine these things happen but he was rude and basically said get over it. Company needs to look at replacing him as his manners and customer service and non existent.Also when I picked up the machine he didn't even say one word he just placed it on the table and walked away..

*UPDATE* Paid $132 diagnostic fee and $400 for parts of my previous service. The machine broke down in 3 weeks. Returned the machine, the technician said they could not have predicted the motor and the electronic board were also faulty, then asked another $380 if I wish to repair it. GREAT.*PREVIOUS* Repaired my old ESAM3000, now works like a champ. Beautiful

After going to the trouble of calling ahead regarding my older Saeco machine and them discussing that parts might might not be available, I was advised it was ok to bring in my machine and an identical machine I had which I’d used for scavenging parts previously.After arriving, I was told that the machine was too old and that they couldn’t service it due to the parts issue. I discussed the phone call and they said they would check with the service manager. They then came back and said that they can take it but that they would not use second hand parts. Completely contrary to the initial discussions, I was annoyed but agreed.They then asked for a budget up to which they will just repair it and not contact me. I was then told the minimum was $330. This is a machine worth half that and asked then to set it at $250 but they refused.The person I spoke to on the phone was there and tried to back track on what had been said on the phone. All in all, I’ve wasted time and effort going in there after specifically asking questions ahead of time.This is not the first time I have had issues with Service Sphere, however it will be the last. Been using them for over 10 years and now it’s time to move on. Having grown as a business, they clearly aren’t keen on customer service or retention.***UPDATE***Louis contacted me and arranged for them to look at my machine. The follow up was what I’d hoped for and they did sort out my machine and got it back running again.There were some extenuating circumstances but I’m pleased with the way it was sorted out and the problem addressed.