JURA Reviews 

They don't pick-up the phone, they don't return messages or e-mails. Customer service simply does not exist. Consider this when you purchase a Jura.

Tried to call customer service twice today. First time waited 12 minutes. Got to last minute and told to leave a message. Called again, same thing. Waited 14 minutes this time. When it came to the last minute of waiting was told to leave a message. This is disgusting customer service. I’ve had multiple Jura machines in 2 houses. My first just died after 15 years. The one I’m calling about is an E4. I’m sure it’s a simple resolve but can’t get anyone on the phone. One of the reasons why I bought another machine is because they always had great customer service - but not any more. Also emailed but I have very little hope that they will respond. You should also know that I had left a message about 2 months ago and never got a call back. This is disgusting.

I bought the lastest model Jura J8, so 2 months later showed up ERROR 8, is a problem with a brewer, i called to customer service, after 45 minutes waiting , a representative called Nike, said me that this problem not be occured with a new machine, but it happens, i asked regarding the warranty, so on the Jura's website expressly says, if you buy on EBAY you will not get a warranty, only on authorized seller, nbut they dont especifically say which are "authorized" or not, here is a trick after 4 and stay more 45 minutes on the line the representative said im sorry you dont have a warranty bc you bought in canada.
My recomendation is dont buy JURA bad quality and customer service worst, i had a SAECO for 10 years no problems. I had no idea why I switch for this peace of plastic

I called customer service and left my message, 2 days later - no call back. I then tried emailing them - no response. We bought our ena4 1 1/2 years ago. I expect to get more than 1 1/2 use for $900!

I've bought and used Jura at work and at home for a good 20 years. In the past customer service was easy to reach and responsive. As so many other reviewers have stated, that's not the case now. I, like all the others, have had to call multiple times, be put on hold for "the next available agent", and after exactly 15 min on hold, I'm told I must leave my name and number for a callback. About half the time there is a callback, and half the time there is not.

I have a Jura A1 that has been back to the Jura hospital twice under warranty. After finally connecting with Jura about a new issue, the representative decided it had to go back a third time! And guess what? My Jura is lost in the UPS system. After finally getting through to Jura some 11 days after tendering to UPS, I requested that they send me a refurbished unit. No go. Their policy is to "initiate an investigation" with UPS. It takes between 1 and 8 business days for UPS to respond. If my Jura hasn't been located when UPS responds, then and only then will Jura send me a replacement unit.

No more Jura purchases by me.

I've been calling for weeks trying to send my machine back and after waiting on hold for over 20 min the automatic recording says no one is available leave a massage and someone will call you back - no one calls back.

Used jura coffee machine for 10 years without any issues. Dependable product. Saved lots of money using whole coffee beans instead of buying expensive pods. Finally broke down and is being repaired. Machine and repair are not cheap but well worth it.

Customer service at Jura is awful- they are difficult to reach and when you do have an issue, they are unorganized and make things so difficult to send the machine back for repair. We have an E6 that is going back for the 2nd time for repair. We reached out to them 3 weeks ago and are just now getting the UPS label to ship it back to them. They have a form for you to fill out, which I did completely. Then, they call and say they need additional information like serial number and the model number. If they needed that, why is there not a spot to add it on the form? I had to call back and wait on hold for an hour to talk to them. The woman spent 15 minutes asking who called as they needed to know who called before they could help me. The person who called asking for the serial number and model number never left her name so I wasn't able to get answer that. Keep in mind, this unit was purchased directly from Jura and has been serviced before. They should have that info. Finally, the woman stops asking who called and gave me the UPS label without ever asking the model number or serial number, which is why I had to call in. Soooo unorganized and they make everything very difficult. Based on my experiences with Jura customer service, I will never buy another Jura again. Frankly, our $40 Aeropress from Amazon makes better coffee anyway.

I have been attempting to reach someone at customer service for several days

On each attempt, I have waited on hold for at least 15 minutes and at the end of the wait, the system transfers the call to a voice mail system. As I am typing this, the same thing happened again after a 20-minute wait.
I have left requests for a call back each time and have received no response. This is beginning to seem like a foolish undertaking.

The unit I am seeking service for is my third Jura product. Service in the past has always been rapid, responsive, and successful.
This lack of response concerns me.
Purchase of a new Jura machine is a significant investment for me. A primary reason that I have chosen Jura over another manufacturer in my past purchases has been my very positive experience with customer service.
This experience does nothing to convince me to continue to consider Jura products. The inability to arrange for service causes me to wonder about return times and undermine my overall confidence in the process.
I am inclined now to consider the products as disposable items rather than a wise investment.
As I wait for a response, I will be researching an alternative vendor.

Had a refurbished Ena 4 that worked great for over 10 years but it clogged. Bought a new E4 and was immediately shocked at how cheaply made it seems. Everything plastic. Water holder never fits right. Now it just keeps turning off and not one of the Jura support numbers works. Even Canadian number goes to a full voice mailbox. What has happened??

I owned an S8 for almost 20 years and loved it. After it finally died, I bought an E8 on the advice of a Jura rep. Unlike the S8 with a touch screen, the E8 uses manual push buttons that are supposed to correspond to the displayed product. They don’t work! They often give a different product.
When I call customer service I hold forever before given the option to leave a message. I expect a call back sometime, but it won’t be anytime soon based on past experience.
This company was great years ago but today customer service is flat awful!

Machine broke after 2 months of use and they WON'T help us!

The machine broke after 2 months of normal use, which is ridiculous in and of itself.

When contacting Jura, they were first hessitant to help us since we bought it on another site, but after 30 seconds of thinking, the customer service rep from Portugal decided to help us.

They're trying to arrange a pickup (which will cost us 40€??) to then see if it's repairable. For which we'll also receive a quote later on.

Now they told me they can't help us anymore since we don't have a PORUGUESE phone number???

I have a Belgian phone number since I recently moved here but appearantly they cannot repiar our 800€ coffee machine if I don't have a Portuguese phone number.

So all in all, don't ever buy a machine here. Complete scam. And no after sales service.

Weird that it's legal.

Giselda Rocha from Jura Customer Service portugal is the one who is talking all this nonsense.

Bought a Jura Giga 10. It worked for about 4 drinks then stopped heating milk. I called customer service they took my phone number but never called back, I returned the machine to William Sonoma and got the same model. After 6 drinks it no longer heats milk. I will return it to WS and change brands.

I reached out to Jura about the milk cooler not working all of a sudden-it's only a year old. I sent their customer service an email. The rep was very short, then finally asks for the model number. I take a picture and send that. The rep responds and tells me to go read the manual for recalibrating the machine. First off-why even ask me for the number if you are NOT going to help me? What if I didn't have the manual anymore? Why not say you would be happy to help and send me the step by step instructions and maybe a video link? How hard is it to have decent customer service ESPECIALLY on a product that is SO EXPENSIVE? Extremely disappointing. Jura needs to overhaul their customer service-those people are the image of the company...they represent the entire brand when they answer the phone or an email.

Have owned a Z8 for 2 years. Customer service was fine the first year, even exceptional. Recently - complete opposite. Could not get a call back for months. Finally got a callback (after leaving my fifth message) 2 days after my call. I was away from the house with no credit card and needed a part which, the first year, customer service sent as a courtesy. The rep said the part would be $2, but said she could not help me, even though I had waited for months for a callback. A $4000 machine needing a $2 part and she could not help me! Incredibly bad service. I am now waiting for another callback so that I can send the machine in to be serviced. As much as we have enjoyed the machine, I would never buy another because the customer service is so bad.

I have been calling customer service for days (leaving messages) and no return call. I have a broken piece on the frothing system of my S8 machine. Not sure how to get in touch with them. Any ideas?????? Really unfortunate in that I have been a Jura customer for 20 years and have great customer service. Not sure what happened to them.

My machine had a problem as it was grinding coffee but nothing was coming out (American coffee) and seemed it was clogged but all the other functions were righ. I sent the machine and received a call from service that they couldn`t turn it on and run diagnostic as the machine was 220V which was not true. This machine came from Brazil and the voltage there is 110-120V and only the plug is different and different than US and I was using an Universal Adaptor to plug in the machine and it was operating perfect for the last 4 years in US. The service Team denied to use the universal connector, which has been invented exactly to support people that travel overseas and also move to another country to keep using their equipment, since they operate under the same voltage. The Jura service team sent the machine back to me but, for my surprise, when I received the machine back it was completely out of order, none of the other funcions were operating anymore and I complaint with them about that and have been told that something has happened during transportation but the problem was that the Jura Team was the one that hired UPS to send the machine back to me, so they should be co-responsible for that till I receive the machine back but not. They refuse to accept the machine back, they refuse to use an Universal adaptor to plug in, turn on the machine and run the diagnostic to see what should be done to repair the machine and now, I`m having a very expensive "trash" at home. at last but not least when you access the Jura headquarters it`s stated there that the machines will be serviced even you you leave overseas and the exception would be if the machine operate at 220V as it should be sent to Singapure which is not my case.
I still trying to connect to the service Team and find a way to fix my machine but I don`t even receive an answer from them
I`m very frustrated and disappointed wit this team but from all the reviews I`m seeing here seems that this company doesn`t have a good Technical Service which is a pity and it may operates against what is expected by the brand. It`s a very good machine that may become a nightmare when you need a service

Follow up: I’ve since received a return call from Jura. The customer service person was very helpful and apologetic. She swirly arranged my return and gave me a schedule for repair and return, thus restoring my faith in Jura.

Jura E8 - Super expensive but awful working machine! I had E6 for 4 years and didn't have any problems. I bought E8 5 months ago and experience every day problem with it! I sent to repair center - they sent it back and it doesn't not work again! The customer support is rude and useless - I spend FOUR days trying to call them, then some rude guy "sent" me to clean it myself and told me that my machine is fine. He offered me to send it again to their repair center (it takes 2-3 weeks at least) and they will do the same - nothing! Coffe machine didn't brew coffee - and he telling me that my machine was in perfect conditions and they didn't do anything! Under 2 years of warranty I can send them this machine every month. What a funny but VERY expensive business! I wouldn't recommend anyone to deal with Jura.
Sincerely yours,
Leon
(former Jura fan)
P.S. Moreover - they DELETING negative reviews on their website! I wrote the same about 2 weeks ago - and try to find it, NO, they DELETED! What a shame!

I've been trying to get a hold of their customer service line for 2 weeks. Called once waited on the phone for 30 minutes. After 30 minutes they sent me to voicemail. Left a voicemail no one ever called back. Called back the same thing. 3rd time someone finally answered after being on hold for 26 minutes and the woman was RUDE from the start. Horrible demeanor. After I get my machine fixed, this time. If it breaks again. I will not be repurchasing from Jura! The worst customer service for a 1k+ product.