Over the past 3-4 years I’ve pretty much ordered a case of Illy coffee from Whole Latte Love every 6 months. They always send super nice email newsletters and sale notices and there is always, always some sort of discount code. Recently I found a Minneapolis coffee roaster that the Illy beans just can’t compete with.

Anyway, the steam wand on my espresso machine started leaking a bit a few days ago. Without taking it apart, I figured there was a gasket that just needed to be replaced. I called WLL. Their IVR system was quick and minimal, press 1 for sales, press 1 for residential. I was connected to a person in less than 10 seconds. Wow. The sales person wasn’t personally familiar with my Pasquini Livia machine so he transferred me to the technical team. I was put on hold for maybe 2 minutes, but the call system let me know exactly how many people were waiting (2) and when I moved up the line.

When the tech rep answered, he explained that it was probably a bushing and a spring, and there wasn’t a gasket. He suggested taking it apart and checking it, cleaning it, and tightening it up before ordering any replacement parts.

Wow.

This company GETS IT.

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