1st-line Equipment, LLC

I ordered a new Ponte Vecchio Export from 1st Line Equipment and 3 days later it arrived. It was well packed for shipping and after a couple of minutes to assemble, I filled the boiler with water, turned it on and waited 10 minutes for it to warm up. The shots appeared to flow too fast. I emailed Jim Piccinich, 1st Line's Business Partner who called me right away and explained what I was doing wrong. Problem solved. Jim is just the kind of owner who goes that extra step make sure his customers are satisfied. I highly recommend 1st-Line and their outstanding products.

I bought my Lelit Elizabeth machine from 1st-Line Equipment originally via their website. It arrived in perfect order and I have ordered a wide range of other products from their website. Shipping is always prompt, on-time, and their prices are reasonable, so I always try to buy my coffee products through them. Recently, my machine after ~5 years had a minor issue (which is not unreasonable/unexpected with machines like this.) I drove up to their facility in NJ from Philly and they were able to fix the machine for me without issue. The communication was exceptional throughout and I even received an immediate response when I had a follow up question after-hours - further showcasing the exceptional customer service exhibited by this company. Would highly recommend for any coffee-related purchases - but especially for higher-end espresso machines (particularly if you're in the region as it is a great comfort to know I have resources for repair services as such support can be difficult to find for premium espresso machines without needing to ship which can be costly and cause even more issues during transit.)

I agree with whoever said customer service stinks. I had bought a Lelit Bianca from this source and over time the machine started to loose steam. First I was told you only get to talk to someone on the phone if you’re still in warranty, then I got a vague video on what could be the issue with confusing and semi-rude email answers. When I needed parts, they went radio silent! In contrast, Chris’ coffee diagnosed my machine very quickly and pointed me to exactly what part I needed. Then they ordered the part over email and sent the invoice! Save yourself the headache and buy your machine from someone who will be there for you post-purchase. That someone is NOT 1st Line!

Bought my machine in person a couple years ago from Jim. Nice guy in person. Since then the display went bad on the Lelit Victoria I purchased. Upon researching I found out that the LCC (display) also contains the firmware that would fix some annoyances.. mainly count up timer instead of down, actual temperature instead of set temp, etc. Called up there to ask what the software version of the LCC they are selling. Upon finding out that my unit is out of warranty I was told the technicians do not get on the phone when it's out of warranty. I told them I want to BUY the part can a sales guy help me then. Was told that a technician would have to open the package and they could not answer this for me. I think this is kind of funny considering they are the US distributer for Lelit. They know exactly what they are selling, but want to coax you into paying for service instead of just giving you the info you need. So Jim.... I live 30 minutes from your place. I will not be patronizing your establishment anymore. I will not be paying you for information, nor will I fix this Lelit. I will be purchasing a new machine from one of your competitors... one that's not nearly as petty. I was told to go online to find the answer I need. Instead of doing that, I used the time to write you a bad review. Merry Christmas. Edit: I did let the CSR know my information. She asked me for my name which I gave her. I also informed her that the unit was not in (full) warranty. If she had bothered to show any semblance of caring perhaps she could have looked either way. Not like that even matters. For a company that allows NO RETURNS on parts and makes you waive your rights even when it deals with receiving "other than ordered", I would think you'd at least know what you are selling.....I'm still waiting on the answer. The Q&A section is bogus... someone else asked how to set the LCC to count up in 2020. You responded that you sold the 100 units you got and had no way to verify. You never updated the post.... the guy still doesn't have an answer. 2020!!! Three years ago!!! I DID NOT ASK YOU TO DIAGNOSE MY MACHINE, I ASKED WHAT VERSION OF THE PART YOU WERE SELLING. You supposedly record all calls... listen to it. EDIT PART 2... just to be clear the software on my machine is 1.13. You are telling me the units you have, are older than the ones that came on my machine several years ago, despite getting new ones and selling them all. I think you'd be NOT so surprised that would be very unlikely... even more so since you are the us importer/distributer. You also keep harping on warranty. I don't care about the warranty. I wanted a SIMPLE response as to which version of software was on the unit you were selling. I did not want you to fix it, I did not want a free replacement part, I SIMPLY WANTED TO KNOW WHAT I WAS GOING TO BUY.

Had a great experience with Jim and his team at his Jersey location. Got my new Lelit Bianca home and have been making great Espresso's and Lattes for the last few weeks. Thanks again for everything and getting me setup. To show this guy places people over profits - he didn't want to give me the first machine he pulled out of a box! Didn't like the way something was happening with the unit..so he pulled another machine to test again before I could take it home. If that is not customer focus - I don't know what it! Mille Grazie Jim! You helped me step up my game.