Update by user May 01, 2021 Phillips uses "case numbers" for their communications with customers. Cannot locate the case number assigned to our return of the product for repair. They tell me that they cannot verify our return of the item without the case number. They then asked for the item serial number and I gave that to them but have heard nothing from them except that the item is now out of warranty. I expect no corrective action or cooperation from them to resolve the complaint. Original review posted by user Mar 31, 2021 We had not been able to make even one cup of coffee in the Saeco Incanto type HD 8911/67 which we returned for repair in September 2020. We bought a Ninja coffee maker to use while we were waiting for that machine to be repaired. Unfortunately, the process of trying to get it repaired was very frustrating and drawn out; even more frustrating was the fact that when we received the "repaired" Saeco it was not operable. The screen indicated that we needed to descale the machine, which we tried to do twice with no results - other than to waste two packages of the descaling solution. At that point we were so frustrated and fed-up with the whole Phillips/Saeco experience that we just shoved it in the corner cabinet and kept using our Ninja coffee maker. Recently, I decided that I really did like the fresh ground concept better, and considering that we paid almost $700 for a machine that lasted less than a year, I decided that I should try the Saeco again so we tried the descaling procedure one more time. Once again without success. None of the messages that (according to the instructions) were supposed to come up on the screen came up, so we are still stuck with this ridiculously large, and useless paperweight. I want to get this matter resolve resolved asap. We experienced such a run-around last year about "call here" and "call there", "we need more information", "we need proof of purchase", bla, bla, bla. I do not want to keep shipping this thing back and forth. It should be replaced with a new machine or we should get a refund. User's recommendation: Do not buy Phillips products.