Important Disclaimer for Future Buyers Considering Vision Espresso
***Important Disclaimer for Future Buyers Considering Vision Espresso***
I feel it’s my responsibility to share my experience with Vision Espresso so that other buyers can make informed decisions. In late January, I purchased what was marketed to me as the newest and most reliable grinder from the Malkonig line—the E80 GBW. The salesman, Josh, sold me on the machine’s durability and performance, emphasizing the strength of the Malkonig brand and a one-year warranty that supposedly gave peace of mind. Unfortunately, what followed was nothing short of disappointing and, in my opinion, misleading.
From the start, the grinder had issues adjusting grind consistency. I worked closely with their technician, James, who guided me through FaceTime support. While the machine temporarily improved, the same issue continued to reoccur. It wasn’t until the third time the machine failed that James admitted multiple customers have had the same problem with this model—something I was never told before purchase. Still believing I was covered by the warranty, I agreed to send the grinder in for inspection.
Only then did I find out the "one-year warranty" only covers parts—not labor, not diagnostics, and definitely not the $360 round-trip shipping or the $135/hour service charge. That means if the machine is diagnosed, I pay. If it's repaired, I pay. If it's unrepairable and replaced, I still pay.
Even more concerning, at this year’s SCA in Houston, Josh himself acknowledged that Malkonig had skipped the conference because of widespread issues with their new grinders. Despite this, Vision Espresso continued to sell these machines, fully aware of their unreliability, and now pushes the service cost onto the customer.
I had plans to work exclusively with Vision Espresso as I expand into franchising, and up to this point, I had bought several other machines and accessories from them in good faith. But after this experience, I no longer trust them.
If you are considering buying from Vision Espresso, demand full clarity on their warranty terms. Do not assume that a “one-year warranty” actually means you’re covered. Based on my experience, it’s a cleverly disguised parts-only warranty that leaves the customer bearing the real cost of defective equipment they knowingly continue to sell.
I take full responsibility for trusting them, but I hope this saves someone else from the same loss.