Espressione Supremma Espresso

I was so excited to get my new Espressione machine. I have owned several high end super automatic Saeco machines in the past. The latest one (purchased from Costco)developed a leak and they no longer carry a model that I like, so I decided to try a different brand.Right out of the box, I suspicioned that the machine was used. It was completely covered with coffee grounds and there were coffee stains in the 2 user guides. Also, the front cover of one of the guides had clearly been bent back and left open for a period of time.The machine itself is very impressive looking and is extremely sturdy. However, I was completely disappointed when we attempted to prep the machine for use and it would not work.My husband and I tried to get it functioning for about an hour, and finally gave up. It wouldn't stop beeping, and kept giving an error message that the side door was open. We must have opened and closed it 30 times! Sometimes it would stop giving the error message, but it still wasn't displaying the proper set up messages and the screen appeared to be frozen.Everyone calls my husband for help because he's amazing with anything mechanical and even HE couldn't get it to work! He even tried removing the brew unit and some other parts, to see if he could pinpoint the problem. When he did, we realized that some of the plastic was broken off of the brew unit on each side (another clue that this was a used machine).He then called the Espressione customer service # and as soon as the girl heard about the incessant beeping, she said "Yeah, it's broken. You need to call Steve", and gave him another #. Steve?? Not a department, or a company- just Steve! Well, Steve wouldn't get on the phone and his assistant was very rude and just told us to call Amazon, get return shipping info and send it back.Needless to say, we wont be purchasing an Espressione ever again. I was willing to exchange the machine initially, but knowing that Espressione machines have to be sent to the manufacturer for repairs, when needed, was not something I was willing to deal with after the rude, one man shop that we experienced. No hard feelings, but I'll stick with Saeco or try a Jura Capresso.