Krups XP4050 - Case example of support in theory

It's that time of year when as a retailer you find out just how good the support is for espresso coffee machines you sold prior to Christmas.

We had a query on a Krups XP4050 espresso machine that we sold which wasn't functioning as expected. In anticipation of receiving the machine I took a brand new machine from our stock line and set up the machine ready for use.

The first thing you notice about this machine is its level of automation at such a competitive price which should be applauded. You sense that the manufacturers are a little nervous of "real users". Upon filling the water tank the machine primes itself, that is fills the boiler with water automatically, which is fine as long as it works. In my case no problems.

However just to make sure I made a few cups of coffee and deliberately ran out of water, like many a "real user". This results in the pump sucking air into the boiler.

I refilled the water container and then went to make another coffee only to discover that the machine couldn't get any water into the boiler - it was air locked. I turned to the troubleshooting page in the manual and found ............nothing!.................yes that's nothing on how to overcome a simple air lock. Extraordinary!

For those of you who experience this problem the solution couldn't be easier - simply press the water button on the front panel. This has the effect of opening the boiler valve and forcing the air out which in turn is replaced by water and away you go.

The second issue about which there is no mention in the manual is if you experience problems foaming your milk for cappuccinos. Again all is simple in theory, and the principle used is one used on much more expensive systems, so it should work well. What I got was a lot of "spitting" hot milk and only a hint of foam. Yes I used fresh milk, yes it was cold but now what? Manual troubleshooting? - you'd be lucky

So I turned to the "helpline" who couldn't or wouldn't deal with the problem but instead offered to send me a replacement part. Now I don't know if I even have a faulty part, all I want is someone to tell me what I might try, to improve the situation - surely in the computer vaults of Krups someone has had to deal with this very same problem a zillion times, sadly if they have, Krups are keeping the information close to their chest.

A solution I found and not a particularly satisfactory one was to raise the milk container from which the milk is being drawn so that the flow of milk down the tube into the steam wand
was much greater. More foam was produced, however I still wasn't comfortable with the amount of milk that ended up in the cup.

So Krups whoever is responsible for customer care at your multi-million pound organisation, please take a long hard look at your manuals, particularly the troubleshooting bit and put some really helpful tips in; and when it comes to a 'phone helpline, please allow your support "engineers" access to the kind of information that might just help me a simple user.