Carpigiani Reviews 9

Carpigiani 161K, bought a new one from the company, one year warranty is there but got a repair with in the first year. Engineer came and sorted out as that's still in warranty. After one more year, pasteurisation failed and need to pay around £500 for the service and the engineer is not available straight away. We need to wait for a week for the engineer to check what's the issue. When he know the issue then the next step of ordering the parts which will take an other week to ten days to arrive. After that the engineer will visit and do the repairs. That's sorted with all this struggle. The next one is a surprise, same issue pasteurisation failed, I need to pay £527.04 before the visit to check the gas and refill. The engineer came and checked and he told that he don't have the right gas and he came back after few days with the right gas to refill and still it's not working. Now he came to a conclusion that the Compressor is gone and that needs to be sorted which is invoiced at £1996.85 initially and then the engineer came and noticed that the regulator and some other small parts are also gone and the now new total is £2543.48. Every time the engineer visits, call out charges are extra on top of hourly rate for the engineer. So the total cost is more than £3000.00 for this premium machine with in 3 years of buying the machine. Guys is it worth buying a 10-12k machine and spending this much with in 3 years for repairs? I requested the service team Manager to consider the first invoice and deduct that charges from the second invoice at least as the same work is repeated again in the second invoice. But that request was not accepted as they need only money from the small businesses. The service engineer doesn't have any knowledge of the machine and seek advice over the phone making a video call and always asking for help. Very very bad experience with the so called premium machine and also a very bad customer service experience. I will never buy or recommend any Carpigiani product in my life.

Robbery services
I have received from Carpagani service about some faulty on machine service guy comes and spend 4 hours to fit 1 probi cable and machine have same problem and he makes I have paid over £400 and Notting is done after he say many more parts need changed send me office £1.200 bill again I refuse it and fined different energy local he sad they change wrong probi and we ordered new one over £60 when he changed all machines working perfectly and cost me total £160 I have call the Carpagani ask my refund they don’t refund it’s not company they are Robbery

Subject: Disappointing Experience with Capigiani UK

I am writing to express total dissatisfaction with the service I received from Capigiani UK. My initial
call to for an engineer was met with the suggestion that, due to a new motherboard fitted last year, I might be able to fix the issue phone with someone there present at the machine. However, when got one of my assistant to called back, this option was no longer available, and I was informed that an engineer would need to be booked.

It is disheartening for a reputable corporation like Capigiani UK to exhibit such an extortionate approach to customer service from the left and right hand not knowing what’s going on. An engineer was eventually dispatched to address a problem with our machine. While I commend the engineer for his politeness and efficiency, the situation itself was far from satisfactory. After discussing the ongoing issues with the machine, the engineer identified that I required some probes. Unfortunately, he did not have the necessary parts on hand, and I was informed that they would be sent separately, necessitating another visit.
what I failed to realise that they would be another callout charge and another labour charge.

To received an invoice that included a callout charge of £122, along with a labor charge of £198.80 which I initially agreed to, on top of the cost of the parts £98.45.I was also informed that due to their busy schedule, the engineer may not be available for another 7 to 10 days. This situation is particularly frustrating, as had the required parts been carried during the first visit, I could have resolved the issue with a single callout charge of £326.40, rather than incurring additional costs.

The cost of the required part is only £98.43, making it all the more deplorable that I am now being charged twice.
I previously submitted a review detailing similar issues, which led to a polite conversation with the area manager, who offered a goodwill discount. However, this experience has proven that my concerns were not adequately addressed, and the service has not improved.

I strongly advise potential clients to think twice before engaging with Capigiani UK.

We bought the ice machine at May of 2023 and it has the two years labour and parts warranty, but the machine door hinge is broken as is our normal use, so we call the warranty service. And we need to follow their procedure that the direct debit must be set up for the charge otherwise we will not get the service.

After the service, we received the report and showing all the payment is under warranty. But we received another email and they wanted to charge us a call out fee and labour fee around £200 and defined that as user error, and the worker did not do anything to solve our case. 

Obviously that is quality problem of the machine, a ice-machine door just can use one year and need to pay for the exchange.

Have used Carpigiani for many years following using a competitor. Night and day difference in all respects. The equipment is brilliant and service when needed is always really good in my experience.

I’ve always used Carpigiani ice cream machines in my mobile vans and have found the 100% reliable. The offer good return for profit and are able to keep up with the long queues. Even very old machines still work fine.

I purchased a $25,000 soft serve machine in August 2019. I started having problems just after the 1 year mark. When I called the service representative, Harlen Fairbanks, I was advised that there was only a one year warranty on the machine. I have spent the last 3 years trying to get it fixed ( it constantly goes into overbeat). I will never buy another Carpigiani. My other machine is a Donper and comes with a 3 year warranty. Had a temperature sensor go, they sent the part and we fixed it. Don’t waste your money on a Carpigiani…

We bought a very expensive Hiber Gelato freezer (£5k) together with the 5 year extended warranty 'Carpigiani Total Care Package' as it was a key piece of equipment for us.

Our freezer has an issue (2.5 years in) meaning we can't use it.

After contacting them, Carpigiani have claimed there is no care package in place, asking for £276 to come and look at the machine and after that, then when they return to complete the repair (if it needed a part) it would be another £276 call out plus the part.

Fortunately, I have a copy of the signed agreement which I send to them again asking for a repair.

That was 48 business hrs ago. Yesterday I asked for an update.

Radio silence - they are doing nothing, presumably until they can secure the call out fees.

I also had issues with the machine freezing up after it was installed. I was told to manually defrost the machine every month which was rediculous (it was an automatic feature). Eventually I had to contact the manufacturer myself to get the problem sorted - which it was.