Breville Joule Smart Oven Air Fryer Pro

The Oven: This is an absolutely wonderful oven. We gave our other countertop oven away because our friends raved so much about this one. In the very brief time I used it, it toasted bagels perfectly and re-warmed the best leftover pizza I have ever put in my mouth. The good reviews you read are true. Internal Quality Control: We have received two defective ovens. The first had a large dent in the top; it worked perfectly, but for $600, I expected better. The shipping box was in pristine condition, so this certainly happened at the manufacturer. The replacement that eventually came was 1 mm too narrow inside the oven. None of the racks would fit in it, and it was unusable. Breville appears to have very poor internal quality control. Customer Service: It took Breville over 60 hours (all work days) to respond to my call about the first problem. When I called about the second defective unit, I was told by an automated attendant I would receive a call in 2 hours; 14 hours later the call finally came. The customer service reps were polite, apologetic, and easy to understand. However, they only had two options to remedy any problem: a. Return the unit to the UPS store and when it was received by Breville, a replacement would be sent, or b. Give Breville more money for a replacement to be sent immediately. Since this was a gift for my wife I elected option b. Conclusion: So, as things stand now 6 weeks after my purchase, I have spent several hours on the phone, repacking defective ovens, and hauling these very heavy units to the UPS store. I have no oven and Breville has my $800. When I complained about this I was reluctantly offered a $50 accessory that I have no idea will even be useful. If you get a good oven on the first try, well and good. If you get a defective one, you will need a lot of patience and luck. When I ran a business, service to a customer this poor would have resulted in a full refund and a replacement unit, gratis; don’t expect anything more than a polite apology and a long wait for correction from Breville. Update: First, I sent the above review to Breville answering an email survey, and checking the box requesting follow-up and they never replied. The third unit finally arrived. The outer box had some damage, but the inner box was fine. Removing the oven from the box, we found a large dent in the back of the unit. It works fine; I am so tired of dealing with this. Breville you win, I give up! You can keep my money, I will keep your factory-damaged oven. I just can't keep throwing more time at this. I am lowering my rating to one star. I regret ever starting down this path, and I can’t advise anyone to buy a Breville online in good faith. Getting one bad unit might be unfortunate, two very unlucky, but three damaged units in a row? Anyone must conclude that Breville has grave quality control issues in its manufacturing plant. I wonder how long it will work?