I purchased the dual boiler back in 2015, and since then this machine has been making 1-2 double shots almost daily. I get great crema and consistent shots from it and it's super easy to clean. But it doesn't clean itself, so be prepared to buy water filters (BWF100) and cleaning tablets (e.g. Urnex Cafiza) to keep your machine running.

Clean this machine regularly and measure your grounds, either using the included tool or by using a grinder with finely-tunable output settings. Doing so will help the machine last a lot longer.

No problems in 4 years, up until now. And great support:

Just recently, the quality of shots really went to crap, and it turned out I had a cracked Inner Shower Screen. This is a rigid, black plastic screen that fits above where the portafilter locks into place. From bottom to top, it goes portafilter - teflon washer - inner shower screen. I don't typically measure my grounds and this might've been the cause. The replacement screen was unavailable direct from Breville.com. I found a replacement screen on Amazon for $30, obviously someone trying to make an easy profit. I made a phone call to Breville, and spoke with a knowledgable and friendly product support specialist who right away processed an order for a replacement Inner Shower Screen. It arrived a few days later at a total cost of $0.00. I installed it and was once again making great espresso.

Fast forward a week or two, the bolt that connected the teflon washer to the inner shower screen sheared off completely (photo). From my understanding this likely happened because I'd over-tightened the bolt (something the first representative had even warned me about!). This was really disappointing because I was pretty sure it would require disassembly. The next weekend I took the unit apart, following instructions from a YouTube video and taking photos as I proceeded. I'm a DIY guy but even I had a hard time exposing the group head assembly, drilling a small hole in the sheared bolt, and using an extractor bit to remove it. But it worked, and I was able to reassemble the unit without any major problems (I did drop and lose a screw, but fortunately only had to turn it over and shake *once*).

I called Breville today to inquire about getting a replacement bolt, and figured I'd get another to be safe, and an extra shower screen just to be safer. Victor, the gentleman I spoke with, was just as courteous and knowledgeable as the previous representative with whom I'd interacted. I just received a confirmation e-mail indicating Breville is sending two new shower screens and two new bolts, at no cost to me.

I'm going to try to get another four years from this machine. But if I can't, my next espresso machine will also be a Breville!

On our second machine!
We had our first one 6 yrs, then donated it to some relatives who desperately wanted one but couldn't afford a new one.

Bought a new one & this machine is an absolute beast of a coffee maker.
Absolutely love it & kudos to Breville for keeping the quality bar up there over the years.
The new one had no major changes or shortcuts in quality & operation

Highly recommend this model.

The BES920XL replaced an ~8yr+ old BES830XL, which was our introductory espresso machine at home. The 830 served us well with one repair issue, a fractured valve, over the 8 years.
Our espresso making routine changed drastically when we put the 920 on the counter and fired it up. The machine itself has a larger footprint, but nothing that created an issue. The center wheel feature is very handy. This makes moving the machine a breeze during those rare times that it needs to be relocated or moved for cleaning or maintenance.
The setup is simple enough with the instructions provided in the documentation provided. Technical manuals/consumer device documentation is often a pet peeve of mine. Over the years in my profession as well as at home, I have noted that the composing and editing for such documentation is usually the poorest element of any product. The documentation provided with this machine was the best combination of clarity and completeness that I have experienced for home devices or appliances.
The most drastic change in the making of an espresso can be attributed to the design of the machine including a double boiler. The water is heated quickly. The user is able to trigger the espresso process and engage the steam wand for the heating of the milk/cream. We have had the machine going on 2 months and use it multiple times a day yet, I continue to be marveled at how quickly and effortlessly the latte/breve can be made ready for sipping.
One detail that I love is the design of the plug on the power cord. It is the same as is on our old 830. There is a ring shaped feature on the plug which is used to easily pull the plug when needed. This is a little thing, but to me it indicates the thoughtfulness of the designer and the management who signs off on the designs.
The control panel has a timer feature, which we presently use, that can schedule the startup of the machine. This will have the water heated and the machine ready for the first shot of the day. Set it for the usual time and if there is a delay getting to it, or you choose not to sip some brew, the machine will go to sleep in ~60 minutes, if my memory hasn't failed me.
One item I following up on is the filter that is in the water tank. The shape of the filter that came with the 920 is different than what is listed as replacement on the Breville site and on Amazon. I have some time to get this straightened out.
I would purchase this again and recommend this to other households that enjoy coffee on a regular basis. This appliance is often the second reason i get out of bed in the morning.

under $3000.00 this is an excellent machine like any machine there is a learning curve if you get a fully automatic machine you will limit yourself with this dual boiler you have full potential you want to spend at least $400.00 on a quality grinder. repeatability is important a scale is a must if you want to reach any potential you can get some for $40.00 MEASURE YOUR SHOT IN GRAMS before and after grinding tamp with the same pressure every time the process is not hard your shot should take 25-30 sec adjust grind size until you get the 25 to 30 sec with 1:2 ratio you are aiming 20 grams of beans and 40 grams of expresso use coffee from a roaster and not from the supermarket your coffee should be used within 6 weeks of the roasted on date

Works as intended. All the features are nice. The ability to control temperatures is great along with pre-infusion and all the features this machine has. If paired with a good quality grinder and the coffee is dialed in it will create the most flavorful espresso. This is due to the fact that a 58 mm basket will let out more flavor and notes, it is not very forgiving compared to 50-54mm basket when it comes to dialing in. I would recommend you pair this machine with the Niche Zero grinder. If you do not know what dialing in espresso is, then search up it up in YouTube. I do not have a lot of complaints. However, I have notice that the hot water spout started to leak a bit. It is nothing crazy, it leaks about 1 drop of water every 2 minutes. Also if you want to buy 3rd party porta filter they have to specifically be made for a breville machine. Otherwise I recommend this machine, especially for the price.