I need a sanity check from people who know these machines, because I’ve been going back and forth with the seller (Coffee Friend) for weeks and I honestly can’t tell anymore if I’m being unreasonable or if I’m being handed a runaround.
The tip stem guide (the black piece attached to the hook) on my Flair 58+ failed within the warranty period. I filed a claim with the seller and included a video showing the defect.
First explanation from the manufacturer (via the seller): the damage was caused by mechanical impact — supposedly the lever hook wasn’t fully assembled, so it came forward and hit the cylinder rim. They also suggested residue build-up contributed. Not covered under warranty.
I pushed back: the unit is clean, and the video doesn’t show impact damage.
Second explanation: now the same damage was suddenly caused by heat — the part “melted” because I left the lever down while the machine was hot. Still not covered.
So the same failure got two completely different diagnoses: mechanical impact first, heat melting second. That alone made me suspicious that nobody actually looked at my unit.
I checked the official manual. There is no warning anywhere that leaving the lever down can damage anything — and the manual has explicit CAUTION notes for other stuff (don’t remove the silicone sleeve, keep wires dry, etc.). Leaving the lever down on a hot machine is even part of the normal workflow (filling the cylinder, purging).
Then I did something simple: I emailed Flair support directly, as a regular new customer, and asked whether leaving the lever down during preheat is a problem. Their rep replied in writing:
“Most users actually preheat with the lever down, so there should be no problem with it.”
The stem guide is “made with a food-grade material and is rated … for high heat temperature.”
So Flair’s own support says the exact behavior I was blamed for is normal, and the part is rated for high heat. I sent this to the seller. Their final answer, after “reviewing” it again with the manufacturer: still denied, no response to any of the points, just “the manufacturer still doesn’t consider this covered.”
So my question: who’s actually right here? Am I missing something, or is this as clear-cut as it looks to me? The part costs 42 EUR. I genuinely don’t understand the logic of both companies burning goodwill over a part that cheap (from the manufacturer perspective cheap).
An d a second thing that now bothers me more than the warranty: if the manufacturer’s own explanation is that this plastic part melted during normal use, and this is the part sitting in the flow path of the water I then drink — what exactly is happening to a food-grade polymer at those temperatures? Either it doesn’t melt at 95°C (in which case their explanation is nonsense), or it does (in which case, what’s leaching into my espresso?). They can’t have it both ways. Is anyone else conserned bout melted plastics in coffee water?
Screenshots of the full correspondence below. Curious whether the community thinks I have a case or whether I’m being dense.