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CB Appliances Breville Group Breville 878
Breville Group

Breville Group review: Breville 878

M
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1:51 am EST
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I am writing to complain about Breville's maintenance supplier in Hong Kong, Shun Hing Innovative Concept Company. This company completely lacks the basic professional knowledge required to repair coffee machines. I suggest you consider revoking their qualification as a maintenance provider and switch to a professional repair service instead.

I purchased a Breville 878 coffee machine from YOHO in late November 2024, choosing to buy it locally at a high price because of the availability of local repair and after-sales service. Recently, I noticed an abnormality with the coffee machine’s steam: it emits a large amount of water, causing the frothed milk to separate and become watery, making it impossible to create latte art. Additionally, the steam produces a very loud hissing sound, which is clearly abnormal. I contacted the local after-sales service for an on-site repair, but they informed me that they don’t have professional technicians available for on-site visits and couldn’t specify when someone might come. After I mentioned I would file a complaint, they reluctantly agreed to send someone to take a look. On February 17, a technician visited and, after inspection, said he didn’t know what the problem was. He even remarked that most people aren’t particular about taste and wouldn’t find anything wrong with the coffee machine. His statements clearly demonstrate a complete lack of understanding of coffee machines and their steam principles. On February 18, the repair service scheduled a pickup to take the coffee machine to their factory for inspection. I had to call multiple times today to urge them to start the inspection, and they finally said they had just begun checking, claiming they think the steam issue is “just a bit of water” and not a major problem. During our communication, the person in charge was evasive and dismissive, responding with vague “ohs” and “uh-huhs” without offering any solutions. This repair service completely lacks basic professional knowledge, and I strongly recommend that you revoke their qualification to provide maintenance services. Currently, I have no idea when—or if—my coffee machine will be repaired, as it appears the repair service has no understanding of coffee machines at all. They have wasted a significant amount of my time communicating with them, and because I couldn’t use the coffee machine, my coffee beans have expired, causing me direct financial loss. 

I kindly request your intervention to help resolve this issue. If the machine cannot be repaired, please provide me with a replacement as soon as possible. I purchased the machine on November 27, 2024, and it is still within the warranty period. I hope to receive your response promptly. Thank you.
​

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  1. Breville Group Contacts

  2. Breville Group phone numbers
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    Suite 2, 170-180 Bourke Rd, Alexandria, New South Wales, 2015, Australia
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