Joule Needs TLC but CS MIA Long time Breville customer and while some of the appliances have had their issues, they were hands down the best. But my 9m old Joule which has been used almost daily with absolutely no issues suddenly started the fan squeal of death which is getting louder by the day. Tried sending in support ticket via app, no response. Tried calling and getting stuck in hold and call back hell. Tried to use app to send in small video but 25MB is crazy, like 1996 crazy. So that didn't work. Totally get that the volume of support requests is probably way larger than CS agents on staff but you guys used to be the best. If the appliance wasn't so expensive I might just let it go but 1) it was very spendy, and 2) bought it directly from Breville so if any issues came up would be easy to deal with (hahaha) and I admit I have way less patience to chase down talking to someone who can assist than I did a decade ago but I should not have to spend hours on the phone waiting or waiting for a call back or wondering why an app inquiry remains without comment after 4 days. And the online chat has been offline every time I look so that's not helpful. Hoping the warranty doesn't run out or the Joule doesn't quit on me before someone gets back to me.

Carafe Lid Design Disappointment but Excellent Customer Service. Disappointed About: The design of my new Breville Brewer PID coffee pot carafe lid. The design is very hard to clean properly and broke...which was a catastrophe in my kitchen because it caused hot coffee to pour all over my counter and through my lower white cabinets. Very difficult to clean up the mess. And since the lid can't even be purchased separately...if it happens again, I will have to spend $100 to replace both the carafe/lid combo. I hope Breville fixes the issue and offers a better option for lid replacement (one that can be cleaned). Very happy about: The excellent customer service for my issue. It took a few days to get a response but when I did, Michelle Robinson, Customer Service was wonderful. She quickly replaced my carafe at no cost and sent it out immediately. She followed up and made sure that I received tracking for the replacement part. Overall, my coffee pot is wonderful and attractive...when its working properly. I know design issues sometimes happen with products and I truly hope it get fixed because the coffee maker was pricey and I was hoping it was going to be a long-term buy. It makes excellent coffee and I'd hate to have to replace it so quickly.

Worst costumer support ever I have never had such a horrible experience with customer service, nor is it likely I will experience it again. I doubt any company is as bad as Breville at, this and I will never buy a product from them again. Anti-consumer, anti-right to repair and they certainly love waste and are not interested in making products that last long (nor for them to honor their own warranty). Buyer beware and go somewhere else.

great support, replaced faulty item quickly After reporting an issue with our Breville air fryer oven the company replaced the appliance at no cost with one that works excellently. We are very satisfied with both the replacement and the customer service help that they provided.

Poor after care service Contacted Breville as My coffe machine stopped working. The product was bought in the october but was a christmas present so was not used until the end of December. I was asked to give details of purchase as well as the product number and send a video of the problem. After sending this I was advised that there was nothing they could do. It was out of warranty. I advised that this was technically only 12 weeks out of this as wasn't used until after Christmas and that I would expect a product of this calibre to last more than 15 month. I have asked to make a formal complaint about the product as i feel if it is only this old it is then not fit for purpose. I have not received any more correspondence from them since. I have lost all faith in their products and will not be buying again.