Faulty Machine, No Customer Support Response, Nearly 6 Weeks Without Equipment — A Charity Left in the Dark
We purchased a CREM One Dual Boiler PID WT/WC through an authorised UK reseller in July 2026. Within a day of its first use, it stopped working. The diagnosis: a faulty heating element — a manufacturing defect in a brand-new machine.
That was over five weeks ago. The machine still isn't working. And CREM has never once contacted us.
The fault. The machine arrived on 8 August. It worked once, then failed on the next use. The group head boiler was stuck at 31.5°C and could not reach operating temperature. Our reseller confirmed the diagnosis: faulty heating element. A new machine. A manufacturing failure.
The silence. We contacted CREM's customer support directly over a month ago. We received no reply. Not an acknowledgement. Not an automated response. Nothing. CREM has made zero direct contact with us at any point — about the fault, about the repair, about anything.
The repair that isn't happening. On 27 August we drove the machine ourselves to the UK-authorised CREM service centre. Today is 14 September. The machine is still there, still unrepaired. We have no confirmed return date.
The impact. We are a registered UK charity. We have been without a working coffee machine for nearly six weeks — through a venue launch, through community events. We have had to hire and borrow equipment to cope.
CREM's summer closure was given as the reason no replacement could be offered. Their silence on every other front has no such excuse.
If you are a business or charity considering a CREM machine, factor in this: when something goes wrong, you are on your own.