Gaggia Importika Espresso Maker Importers are a Ripoff

by venusrising

In December 2010, I heated up my “Gaggia Espresso Color” machine, to make myself a fine Illy and what I nearly got instead was a burn. Boiling hot water was pouring from the espresso maker, so it was hard to see exactly where the problem was stemming from. It was less than a year old when the machine failed. The Gaggia “Color” model is identical to the exact build of the “Gaggia Espresso Pure” model  except that it is red instead of grey.
 
I immediately tried to contact Gaggia Italy directly by phone and email, after being unable to reach anyone at Importika, which is the only U.S. importer and responsible for any repairs that fall under warranty parts and labor. Gaggia never got back to me in any form, not even by email. I have literally never heard from the maker. Importika finally called back after five to six weeks, leaving the most general return message of “hi, call us back.” After much trial and error in trying to reach customer support, I learned the only one way to get a live person on the phone at Importika 888-389-4123 is to choose the option for “Super Automatic Machines,” or high-end espresso machines (option 2).
 
The lack of return communication from Gaggia and Importika gave me time to pore through every piece of warranty and related paperwork, hoping to find some clue that could lead me to someone, anyone. That’s when I discovered the “Parts Guru” company name on a diagram. I was able to diagnose the problem with my Gaggia espresso maker myself, through using a parts blow-up diagram that was included with the machine’s original warranty information. The base of the blow-up diagram document listed a company called “Parts Guru” – an excellent company for anyone stuck with a non-functioning Gaggia machine.
 
Timing was fortunate: an exact model of the “Gaggia Espresso Color” machine was being ditched by a customer (gee, wonder why) as a trade-in to Parts Guru. The traded-in espresso machine was literally on the bench while I was on the phone with “Parts Guru” support; the probability is that those Gaggia parts would’ve been snapped up by another unfortunate customer.
 
Removing the top of my “Gaggia Espresso Color” (which, by the way, is also supposed to serve as a warmer/warming tray – ironic, considering the following), I immediately found a tube  that was no longer connected to anything. The source of the problem became clear: the top of the tube, which was no longer attached due to a broken part, is located near the very top interior of the machine. Gaggia made a very bad design decision, not to mention cheap. Heat (powered by steam) rises – a fact which Gaggia is obviously well aware of, since the exterior top of the espresso maker is designed to be used as the cup warming tray.
 
The small plastic piece, which inserts into the tube is nipple-shaped. The remainder of the small nipple piece attaches (with a washer) to the steam wand by way of an o-ring and coupling. When there is a problem occurring (i.e., high heat which eventually or quickly weakens a small piece of plastic), the nipple-shaped piece basically snaps off, leaving half of the piece (the nipple-shaped side) stuck in the tube/hose – and the tube/hose, where boiling water normally pumps through, unattached.
 
Obviously Gaggia knows that high heat and moisture are pumping through the top, since the placement directly above serves as a warming tray, yet the company uses a small plastic part that is exposed to constant extreme heat temperatures – to eventually weaken the plastic piece to the point of breaking. This particular espresso machine was less than one year old, properly taken care of, used on a twice per month basis.  While this model isn’t in the company’s most expensive line, it’s not exactly cheap either, at a few hundred dollars a pop.
 
If you’re receiving a large amount of boiling water pouring out of your  Color or Pure model, check the clear tube that ends about an inch or two down from the top. If that tube isn’t connected to anything, the part needed is the “Union Spherical Grivory,” Gaggia Part Number  of 433204900 for ordering. The “Union Spherical Grivory” piece is best described as a nipple-shaped part, smaller than a penny, plastic. On the (attached) “Parts Guru” blow-up diagram, “Union Spherical Grivory” (Gaggia Part # 433204900) is labeled as piece #41 for reference. Basically, water is sent from the espresso machine’s boiler, to travel through the tube, connecting to a plastic nipple piece, where the nipple piece attaches to the backside of the machine’s steam wand. Because of  location, the piece is under high heat and pressure whenever the machine is in use.
 
Prior to the piece breaking, I also had a problem with the top of the espresso machine (cup warmer on top) lifting. I continually tried to press the lifted (“chrome”) part down but the problems would continue to occur. Gaggia had struck again, with bad design, using two-sided tape, to seal down the piece. It’s unclear why the company would possibly use tape in an area that constantly receives heat.
 
When I finally reached Importika, the company told me to call them back in one month, near when they were supposed to be receiving the part in stock. The company doesn’t keep parts in stock, and doesn’t put a customer’s name on a call-back list for any needed parts – but instead makes the customer call back to check with them. In about six weeks’ time, I was required to send no less than 14 emails in order to be able to obtain the part, simply so that I could fix the espresso maker myself.
 
Don’t count on Importika rewarding customer patience with courtesy. For the tiniest, single plastic piece needed in this repair (Part # 433204900), the part cost was $6.50, but the shipping cost was absolutely outrageous at $10 for an item that weighs the smallest fraction of an ounce. Don’t expect any courtesy of “Priority Mail” or expedited shipping services. It seems I squeaked by with an absolute bargain in comparison to reports from Gaggia customers who say they spent nearly a hundred bucks in getting the parts they required.  All said and done, after hours of wasted time in customer emails, phone calls and frustration, Importika got over sixteen out of me for the one tiny plastic part that I myself am repairing.
 
After repeating and confirming credit card information twice, I also received an email 4-5 days later (not even a phone call, despite the fact that Importika confirmed my phone number when I called to straighten out the issue), that my credit card had been “declined.” Knowing a “declined” card was impossible, I had to call the company again and asked whether the part was still available. The rep said “we have lots of those on order” so apparently the exact part is a frequent problem.
 
I’ve spoken to Greg, Mike and two separate female customer service or technical support representatives at Importika, and communicated in no less than fourteen emails (including tracy@importika.com and sales@ importika.com) between December 2010 and February 2011.
 
 
 

Document: 

Gaggia Color Machine Part blowup