I have previously been happy with Jura service however, on this occasion they have failed on so many fronts. My husband and I took my Jura Impressa S9 in for repair. We asked to be told cost of repair before they started work as we did not wish to invest a great deal of money, preferring instead to put the money towards a new machine if this were the case. We telephoned later that day to be told the machine was in repair and would be completed the next day. We were pleased at the turnaround speed, and inferred from this it must have been something simple. Several days later we were told the repair had gone ahead, the engineer hadn't put on the notes our request regarding notification of estimated repair cost, and we had to pay the bill. This was far more than we would have agreed to. Delivery was arranged. Mistakenly, we were being charged for collection too, even though we had brought it in ourselves. When we notified them, this charge was reimbursed. Delivery did not happen on the day agreed (a problem with the delivery firm). As a goodwill gesture I was sent three packets of coffee with the returned machine. On the first day after return the machine cut out in mid-cycle many times, wasting considerable coffee (probably wasting the equivalent of the three bags) as it would go through the grind process before doing this. Each time we contacted Jura service there were apologies but then then the next thing would go wrong so the apologies felt hollow. A transit case was sent to us to return the machine. The machine did not fit it, causing more delay. Apparently the machine size had changed for later versions of our model. We were told the machine repair would be given priority as soon as it arrived at Jura service. It left us on the Monday, notification came on Thursday it was classed as 'arrived' in the service department. The following Monday we were told the machine would arrive by express delivery, using a new delivery firm, by 12:00 Wednesday. I cancelled all morning work plans to be at home to receive it. The machine arrived at 1:49pm Wednesday. Both my husband and I are massively disappointed. Having read another reviewer's comments from 9 months ago it seems nothing has been learned. On the positive side staff have always been friendly, polite and apologised at each stage. Doesn't feel enough though, and we doubt whether we would buy another Jura machine owing to the number of repairs it has had in its four years life and the support problems.
Took our 10 year old C5 Jura machine into Colne after initially speaking to them on the phone. Phone conversation was polite, helpful and friendly. We were advised that to repair our machine and service it there would be a cost of 199. At first this seemed a little pricey, particularly as our machine is 10 years old, however we now have our machine back repaired and serviced within 24 hours of dropping off. Our C5 has been given the works, including a new grinder, brew pack, tank lid, air intake, feeder tube, water filter and a service for 199. We are really happy to have our high quality machine back in working order and hope to have many more years of coffee from it. The repairs are also warrantied for 6 months, so an added bonus.Thank you Jura Colne - you have been excellent to deal with! :)
Have been working with Jura for 18 months. Very disappointed with the consistent poor service received from them. They don't seem to care for their distributors - & the servicing of machines is also very poor. Products are reasonable, that was what we initially were sold on, but the company is too complacent and inflexible- customer service doesn't enter into it! I sincerely hope Jura improve- they have plenty of good competition who are very willing to help, and offer great machines.
Jura Products Ltd. is a UK Store based in Colne, North West England. Jura Products Ltd. is located at Vivary Mill, Vivary Way, Colne BB8 9NW, UK.
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