Friday 8th February 2008 --- The original email to Breville from Sharon
From - Sharon Roneberg
Unit 2
123 Trinity Beach Road
Trinity Beach Qld 4879
(Post Office Box 62 Trinity Beach Qld 4879)
Telephone - 0740576043
Email - geoff@ronebergcairns.com
Reference - Juice Fountain - Model BJE200
Purchased - Via Commonwealth Bank Awards
Received - Wednesday 6th February 2008
Warranty - completed online today, Friday 8th February 2008
Hi, and I have had this machine for a couple of days
Used it once ... perfect, and I loved it ... BUT I CAN'T CLEAN IT PROPERLY !!
So I have stopped using it !!

Attached to this email is a photo of the pulp container, and part of this is highlighted
The "bits" you can see are pulp, which has somehow got in between the grey plastic insert and the clear plastic inner sides/walls of the container
I have read the instruction book back-to-front, and cannot find any reference to this problem and how to clean it
I have soaked the pulp container for hours, but the pulp just sits there !!
Both the grey and clear plastic are hard ...... so I can't separate the two so the pulp would flush or rinse out
In the photo I have highlighted just one section showing the problem, but it is the same all around the inner walls
And to be frank, it looks awful sitting on the counter top !!! ... looks like I didn't wash it properly !!!
As well as the appearance, more importantly is the health aspect ... this pulp can only go 'sorta-rotten' and eventually contaminate any other juices I want to make
I really don't think I would like that too much !!!
There is no way I can think of to remove this pulp, which, if I kept using it, would only keep building up so I'm hoping you have a solution for me
Or could the bowl be faulty in regards to the 'seal' between the gray and clear plastic?
I look forward to hearing from you
Thanks
Sharon

Tuesday 12th February 2008 --- From Jodie Bell of Breville Customer Service
Quote Work Order #63202 - The Customer Service Manager
Dear Sharon
Thank you for your enquiry
We are most concerned to hear of your experience with your juicer ... it is most unusual
As we can't deliver to a post office box, please provide me with your street address so that I may send a replacement part to you under warranty
I do apologise for any inconvenience
Kind regards
Jodie Bell

Tuesday 12th February 2008 --- From Sharon
Hi Jodie
Thanks for this note
Our street address is ...
Unit 2
123 Trinity Beach Road
Trinity Beach
Queensland 4879
I will also return the bowl I have to Breville, and will mark it for your attention
Regards
Sharon

Friday 22nd February 2008 --- From Sharon
Hi Jodie
Firstly, below are copies of all of our previous correspondence
The replacement bowl arrived okay ... thank you
Now, I really do not want to be "a pain in the butt" to you or the Breville Company !!
But the same problem is occurring !!
I know companies like yours do not make faulty products ... but I can't work out what is going on
We are happy to send the two bowls back to you ... at our expense ... so someone could look at them and help me out
I have the two bowls packed up and marked for your attention, so could you please let me know what address I should use ... thanks
Please understand I am not "whinging or whining" ... just want to get it solved !!
I have also attached the original photo
Regards
Sharon

Friday 22nd February 2008 --- From Jodie
Dear Geoff
I've forwarded your email on to our Service Department and also to our Test Kitchen for a possible explaination and remedy for this issue
As soon as I hear back from them I'll let you know
I do apologise for the inconvenience
Kind regards
Jodie

Friday 22nd February 2008 --- From Geoff
Appreciate your note
No-ones fault ... just 'one of them things' !!
...... but Sharon's "tongue is hanging out" waiting for a glass of Home Made Juice !!
Will wait till we hear from you
Geoff

Friday 22nd February 2008 --- From Jodie
Dear Geoff
Our National Service Manager would like to inspect both parts, so below I've included our Reply Paid address to send them to:-
Breville Returns
Att: John Lucas
Reply Paid 6000
Chullora NSW 1405
We do request that you register postage at the post office if you wouldn't mind, this will prevent the parts from going missing in transit
Could you also please include a letter with all of your details, and outlining the experience you've had with these parts
Your work order number which is WO#63202
Thanks Geoff
Kind regards
Jodie

Monday 25th February 2008 --- Note included when the two bowls were returned
Work Order #63202
The bowls have been marked "original" and "replacement" and also marked where the problem is evident
But please bear in mind that the pulp collects all around the bowl where the grey and clear plastic meet
If it is soaked overnight, washed and then rinsed under pressure, some of it will "blow" out
With normal washing after use, it just sits there !!
To me that doesn't sound quite right ...... and doesn't quite suit the logo of "easy clean design" !!
Maybe it would shift if we had a dishwasher ...... but that is 'me' in this house !!
So, I will leave it with you, and wait for your 'diagnosis'
Finally, THANK YOU TO JODIE BELL for all your help
Regards
Sharon

Monday 25th February 2008 --- From Geoff
The two bowls are in the post today, and registered as you requested
Have a good day
Geoff

Monday 25th February 2008 --- From Jodie
Thanks for letting me know, Geoff, you have a good day too
Jodie

Monday 3rd March 2008 --- From Geoff
Juicer bowls posted back to Breville on Monday 25th January 2008
Good morning down there
We have had this machine for over a month now
...... and Sharon ain't had too many glasses of juice !!
...... and the Fruit and Vegetables are piling up in the fridge !!
Just-a-wondering how it is going ??
Bye, bye
Geoff

Monday 3rd March 2008 --- From Jodie
Good morning Geoff
Unfortunately, as the parts are being inspected in the Service Department, I don't actually have an update for you
Once our National Service Manager has inspected them you will be contacted by the Service Department with an answer
I do apologise for any inconvenience
Kind regards
Jodie

Monday 3rd March 2008 --- From Geoff
Thanks again, Jodie
Will wait and see what happens
In the meantime, I guess, we can throw all the stuff out of the fridge into a big barrel and jump all over it like they make wine in Italy !!
Bye
Geoff

Wednesday 5th March 2008 --- From Geoff --- Requesting a Credit !!
Attention - Service Department
Reference - Juice Fountain - Model BJE200
Work Order #63202
The "pulp container" from the above machine was returned to Breville, along with a second replacement bowl that had been sent to us
Also included was the story of why they were being returned
These were sent via registered post on Monday 25th February 2008
Copies of all correspondence have been converted to 'html file format' and are attached to this email
Before anything else, I would like to thank Jodie Bell for her help in this matter, and her "instant-same-day" responses to our queries
Other than that, well, a couple more days have gone by ... and we still haven't had any contact or explanation from your Company
We have had the juicer, along with a JC7 Squeezed, since Wednesday 6th February ... and haven't had much use out of it
A couple of glasses of juice in a month !!
I reckon we have been very patient !!
As mentioned above, we obtained these items via the Commonwealth Bank Rewards Scheme ... however, we still feel that we have 'paid' for them
As you would have seen, there is a problem with the pulp being trapped in the bowl and there is no way that it can be removed easily
We paid for it ...... we haven't been able to use it ...... we haven't had an answer from your Company
So we don't want it anymore !!
Because of the package deal offerred by the Commonwealth Bank, we have packed up both items and these are being posted to the reply-paid address as shown above
Can some arrangement or credit note be organised for the Bank's Rewards Scheme ... as we would like to get our 37,100 points back, as I'm sure you will understand !!
We haven't ranted, raved, yelled or swore !!
It is just one of those things that didn't work out
Regards
Geoff

Wednesday 5th March 2008 --- Phone call from Breville
Not long after sending the above "credit request" email, I received a call from the Manager at Breville
He explained that there was a fault with the bowls on the current stock of the BJE200 model
There is a "infrared-laser-weld" where the two pieces of plastic meet, and this is done to seal the pieces and stop the problems like we are having from happening
Due to this fault, Breville did not have a replacement bowl to send us ...... and wouldn't have new stock arriving for at least two weeks
I had been looking at the Breville Web Site and saw the BJE400 model, and this looked to have a one piece bowl
The Manager confirmed this, so I asked if they would swap the machines
As we had been having hassles, he agreed to this, provided we pay the difference in retail price which was $40.00
We packed up the BJE200, sent it back to Breville ...... and waited for the new juicer to arrive

Thursday 20th March 2008 --- From Geoff
Attention - Jodie Bell
Hi again
I only have yours and Breville's "ask us" email address ...... nothing for Sales or Service Departments
Would you mind passing this note on to the correct person
Thanks
Geoff
*****
Work Order #63202
Starting on the 6th February this year, a "million" emails have gone back and forth about the problems we were having with this juicer
Apparently due to a faulty seal on the bowl during manufacture
I am not going to relist them all again here
The problems could not be solved, and we then requested that the juicer be exchanged for a different model ...... BJE400
We sent the one we had back, and on Thursday 13th March, a Consultant rang and I paid the difference in price of $40.00, and this has been charged to my credit card
I expected to have it delivered by courier Tuesday or so
Well, another week has gone by, making a total of six weeks in which we have had "not too much" success !!
As you can see from all the past correspondence, we have been extremely patient, but now it is getting annoying !!
You have our money !!
You owe us a juicer !!
Please email me back on where it is !!
Regards
Geoff

Thursday 20th March 2008 --- From Jodie
Dear Geoff
I forwarded your last email to our National Service Manager ... I will also forward this email
I do apologise that you haven't had a response as yet
Once I pass an enquiry on, it's generally out of my hands
Please let me know if you haven't heard anything by Tuesday, allowing for the Easter Weekend
Kind regards
Jodie

Thursday 20th March 2008 --- From Geoff
Hi ya again
I think you might have misunderstood my note below
We did get a response, and the guy was very helpful ...... John Lucas ??
As I mentioned below, an exchange was agreed on ...... from the 200 to the 400 Model
This was arranged a week ago and I paid the difference of $40.00
I am chasing up that new machine, and that is why I wrote
Hope that makes it a bit clearer
Bye, bye
Geoff

Thursday 20th March 2008 --- From Jodie
Thanks Geoff
I am sorry, I didn't read the email all the way through
I assumed it was a recap of all the correspondence that you and I have had
Lesson learned to read all the way to the bottom from now on!
Your juicer was despatched from here on 17th March
If you don't receive it today then you should receive it on Tuesday
Unfortunately once an order has left our warehouse it's hard to track it anymore accurately than that
Kind regards
Jodie

Thursday 20th March 2008 --- From Geoff
1.17pm Thursday Queensland time
Knock on the Door
Guy delivering us a Juicer
It's here !!
Oh, Sharon will be happy !!
Regards ... and thanks for your help over the past six weeks
Geoff

Thursday 20th March 2008 --- From Jodie
Good news, Geoff
Enjoy !!!

x My Lover seen here climbing out of our pool used the BJE400 !!! PERFECT !!! x