De'Longhi response
Dear J,
Thank you for sharing your feedback on the De’Longhi Magnifica Evo Espresso Machine with Automatic Milk Frother (Product ID: ECAM29084SB). We understand how important it is for your machine to work perfectly, and we’re here to help.
Please make sure the milk container is filled at least halfway so the milk sensor can detect its presence. Also, use cow’s milk with at least 2% fat, as plant-based milks (soy, oat, almond, etc.) can be too transparent for the sensor. If you are using alternative milk, you can try placing a small piece of paper or napkin between the lower back part of the milk carafe and the machine to help the sensor detect it.
Additional steps to try:
- Disconnect and reconnect the machine to reset detection.
- Wiggle the milk spout gently to ensure proper contact.
- Alternate installing the water spout and the milk carafe several times until the machine recognizes the carafe.
- Please record a short video while performing these steps. If the issue persists, contact us via chat and provide the video so we can assist further and, if necessary, proceed with a brand-new replacement. We are confident that the replacement unit will meet your expectations and deliver the brand-new experience you deserve.
If you decide to return the machine instead, please review our Shipping & Returns Policy here:
https://www.delonghi.com/en-us/customer-service/shipping-returns-policy
To start the return process, copy and paste this link into your browser and check carefully:
https://cloud.news.delonghi.com/returns?_gl=1hsekvt_gcl_au*NzA4NTMwODQwLjE3NjcxMzY1NjU.FPAUNzA4NTMwODQwLjE3NjcxMzY1NjU
Once completed, please provide the carrier receipt with the tracking number so we can process your refund promptly.
To address the issue or start the process, please chat with a Live Expert at:
https://www.delonghi.com/en-us/delonghi-support and click Chat at the bottom right.
We’re committed to ensuring your satisfaction and will work with you to resolve this promptly.
Kind regards,