Here at Gaggia UK Direct customer service is our absolute top priority which is why we have an almost 100% five-star rating on Trustpilot and are immediately accessible on the phone or by Zoom on the internet.

When you contact us you come straight through to a member of staff – no voice-activated messing about pushing this button or that while listening to some terribly tinny muzak. Some businesses make it difficult to contact them but we couldn’t make it easier.
It’s called good old fashioned customer service although it’s absolutely harnessed the technological era too.

For you can phone us or contact us immediately on the internet via Zoom so you can also see a face as well as hear a voice. But it’s far more than that. It also means that if there’s something about your coffee machine you don’t understand or you think there may be something wrong with it our highly experienced engineers can immediately join the call, see your machine and talk you through how to solve the problem.

The vast majority of issues are sorted this way, saving wasted time and expense boxing up a machine and sending it back to us.

Gaggia UK Direct managing director Raj Beadle says: “Most things that customers contact us about are quickly and easily solved and often it’s just a case of showing them how to do something with the machine themselves.

“We will help any Gaggia user, whether they are in the UK or elsewhere in the world. Since we introduced the Zoom service we are helping people from all over the world who come on Zoom to meet us.

“That forever customer care is there even when the warranty has run out. It’s the best in the business and we have many testimonials from thankful customers.”
This special customer service helps everyone – the customer, the business itself and the environment.

As Raj says: “We used to get around 1,500 machines in a year for service, upgrade or repair but that number has now been halved, saving customers lots of money and their machines needing to be packaged up and sent on expensive, often needless, journeys back to us.”

But don’t just take our word for it. We have almost 700 reviews on Trustpilot with 98% giving us a five star rating.

Aaron Dawson wrote on April 30, 2024: “Absolute outstanding customer service. Bought a machine from them a few years back, had an issue today with the steamer not working correctly. Called them up and within a minute I was on a Zoom call with two amazing guys who talked me through how to fix it and within five minutes it was working again! Absolute five star service and I’d go on to say the best customer service I’ve ever experienced.”
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Gary Clarkson wrote on May 20, 2024: “Great company and the UK office is one of the best after care services by any company in the world.”
David Perren wrote on May 14, 2024: “Wouldn’t go anywhere else for Gaggia kit. Why? They couldn’t be more helpful with queries and after sales service. Delivery times are excellent. My advice, deal with the best forget the rest.”  

We look forward to speaking to you!

The following blog was written and published on LinkedIn by a customer of ours,  Berris Charnley.  https://www.linkedin.com/in/berris-charnley/

"You should be able to fix the machines you buy. This idea has been gaining ground in recent years under the banner of the right to repair movement. Repair and maintenance are interesting cousins of intellectual property. They operate on the same boundaries of remaking and making, openness and closedness, and sharing or protecting ideas.
Various figures have emerged to champion the idea that repair is a right, they range from journalist/author Cory Doctrow <https://pluralistic.net/> and computer technician Louis Rossman, <https://www.youtube.com/channel/UCl2mFZoRqjw_ELax4Yisf6w> who point to the fortresses being constructed around big tech using intellectual property; fortresses that make it harder and harder to fix a laptop, over to Tesla rebuilders <https://www.vice.com/en/article/qvm3z5/rich-rebuilds-tesla-repair-and-salvage> and tractor maintainers <https://www.wired.com/story/john-deere-farmers-right-to-repair/>. As tech-focused news media such as Vice and WIRED have covered these stories the narrative is often told as one of evil corporations, looking to use secrecy, patents and sealed units to stop rebel repairers from fixing their own devices. The strong impression that this telling creates is that customer repairs are bad for business.
But what happens when companies encourage repairs? Is it true, as Louis Rossman puts it, that, “You will not go out of business if you share with other people how you did a repair”? I recently had to fix a coffee machine. I’ve been using the same Gaggia Classic for nearly 12 years and it started to leak. I got in touch with Gaggia Direct <https://www.gaggiadirect.com/>, my local UK Gaggia distributer. Surprisingly I was invited to have a zoom call with the company’s owner. He talked me through the fault, gave me a likely diagnosis, and then told me where I could buy the gasket I would need. The website he directed me to – Mr Bean to Cup <https://www.mrbean2cup.co.uk/> – provided blowup schematics with details of the gasket. With the new part in hand, I went back to Gaggia Direct’s website where there were links to instructional videos to help me with the installation.
What was happening here? Gaggia Direct has taken an explicit decision to enable people to do repairs for themselves. Their thinking is that trusting their customers will help their customers to trust them. My own experience points to a couple of additional benefits. As I attempted the repair it immediately became obvious that while it might have seemed simple, there was a lot of know-how that I was missing. Various threads had seized, and it wasn’t entirely obvious, even following along with an instructional video, how much pressure to put where, or what was important. The experience of attempting the repair myself strengthened my respect for the Gaggia Direct technicians’ expertise.  And thinking more deeply about trust, I had found myself dealing with a company that was willing to help me try and keep a 12-year-old machine running. When that machine eventually dies, I want to buy from a company that will help me keep the next machine running this long. In summary Gaggia Direct has chosen to have a better relationship with its customers because they think that will be better for their business. Speaking personally that seems to be a good decision and the company’s reviews on Google and Trust Pilot suggest that other customers feel the same way.
On a more theoretical level the Gaggia Direct example points to something that intellectual property scholars have been suggesting for a long time: registering and working strong intellectual property is only one of several business strategies and it is not one that every business manager sees as important and useful. More generally, the Gaggia Direct case points to the benefits of maintaining an open relationship to knowledge and adds an interesting extra wrinkle of complexity to the right to repair story. Opening up is something some businesses are choosing to do themselves, precisely because this way of operating seems more profitable. Finally, the Gaggia Direct example points to the importance of know-how. It is not just the technical specifications which matter, but also the expertise which goes around them. This is a point of direct relevance to several intellectual property focused debates ranging from discussions of the Tesla patents to the Covid TRIPS waiver.  Making the intellectual property available, whether that is schematics from patent filings or sequence information, is only the start of the process of knowledge transfer. 
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