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My experience having to Ship my Gene Cafe for Repairs...
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Discussions > Coffee > Home Roast > My experience...  
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Dmorcos
Senior Member
Dmorcos
Joined: 17 Oct 2005
Posts: 102
Location: Arkansas
Expertise: I love coffee

Grinder: Mazzer SJ
Vac Pot: Bodum Columbia- Royal...
Roaster: Hottop, GC, Behmor, FR8
Posted Wed Jan 15, 2014, 7:11pm
Subject: My experience having to Ship my Gene Cafe for Repairs...
 

A few weeks ago my GC quit heating. It has had 2 elements replaced by me in the last 5 or so years. Since then I have also learned to look inside the heating element (with the help of this forum member) to check and make sure it is the issue. Well, long story short, it was not and my only option in either case was to send it in to Batch coffee for repair.

Batch coffee was very responsive to all my requests. They were prompt, gave me a quote before fixing it and send me the old part back as I have asked them. They also responded with their finding within 24 hours of receiving my roaster, invoice was sent in another 24, I paid it immediately and it shipped back. All happened in better time than I would have expected and accepted to be the norm. So as far as I am concerned the work they did and the turn around time was class A.

Now this is were it all ends for me with the GC. The part that I had to have replaced was part of the board. (see pic) and the side covers since mine were a bit warped. My total was $112. Unless you live where you can drop it off and pick it up, the box you need for shipping is big for the (main body only), and by the time you have it insured you will pay a min. of $20 and up. Again, I am paying for shipping alone what I almost paid for the elements internals, plus labor & parts.

I think that GC has made a mistake going this route with their customers and I will no longer be one. At the above rate and with the repairs required for mine the cost would add up to what a new HT cost, and from what I have seen, the HT is built very solid and you can do your own repairs. So I have since purchased the HT B2k, and this GC will be going up for sale very soon.

Dmorcos: gene.jpg
(Click for larger image)
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PJK
Senior Member
PJK
Joined: 21 Jan 2002
Posts: 2,319
Location: Shingle Springs CA
Expertise: I love coffee

Espresso: Rancillo Silvia, Tonic...
Grinder: Modified Rocky, Elma side...
Vac Pot: Old Silex
Drip: Melitta BCM 4  +Some old...
Roaster: Hottop, Modified Z&D,...
Posted Sat Jan 18, 2014, 12:57am
Subject: Re: My experience having to Ship my Gene Cafe for Repairs...
 

One would think these guys would look at what Hotop is doing and do likewise.

Nesco is the same. They wont even sell you a drive belt.  I have used a Z&D for years during which time I've had to scrap other machines or fabricate my own roast heaters. Belts can be had from people who sell record player parts. When my last roast heater crapped out I got fed up with Nesco's foolishness and got a Hotop.  One can go to HT's website and find any part which you need and click to put it in the shopping cart.

The companies which do not support us should be flagged as not deserving our business.

Phil




Dmorcos Said:

A few weeks ago my GC quit heating. It has had 2 elements replaced by me in the last 5 or so years. Since then I have also learned to look inside the heating element (with the help of this forum member) to check and make sure it is the issue. Well, long story short, it was not and my only option in either case was to send it in to Batch coffee for repair.

Batch coffee was very responsive to all my requests. They were prompt, gave me a quote before fixing it and send me the old part back as I have asked them. They also responded with their finding within 24 hours of receiving my roaster, invoice was sent in another 24, I paid it immediately and it shipped back. All happened in better time than I would have expected and accepted to be the norm. So as far as I am concerned the work they did and the turn around time was class A.

Now this is were it all ends for me with the GC. The part that I had to have replaced was part of the board. (see pic) and the side covers since mine were a bit warped. My total was $112. Unless you live where you can drop it off and pick it up, the box you need for shipping is big for the (main body only), and by the time you have it insured you will pay a min. of $20 and up. Again, I am paying for shipping alone what I almost paid for the elements internals, plus labor & parts.

I think that GC has made a mistake going this route with their customers and I will no longer be one. At the above rate and with the repairs required for mine the cost would add up to what a new HT cost, and from what I have seen, the HT is built very solid and you can do your own repairs. So I have since purchased the HT B2k, and this GC will be going up for sale very soon.

Posted January 15, 2014 link


 
Philip J. Keleshian
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DavecUK
Senior Member


Joined: 21 Sep 2005
Posts: 1,412
Location: UK
Expertise: I love coffee

Posted Sat Jan 18, 2014, 11:36am
Subject: Re: My experience having to Ship my Gene Cafe for Repairs...
 

Dmorcos Said:

A few weeks ago my GC quit heating. It has had 2 elements replaced by me in the last 5 or so years. Since then I have also learned to look inside the heating element (with the help of this forum member) to check and make sure it is the issue. Well, long story short, it was not and my only option in either case was to send it in to Batch coffee for repair.

Batch coffee was very responsive to all my requests. They were prompt, gave me a quote before fixing it and send me the old part back as I have asked them. They also responded with their finding within 24 hours of receiving my roaster, invoice was sent in another 24, I paid it immediately and it shipped back. All happened in better time than I would have expected and accepted to be the norm. So as far as I am concerned the work they did and the turn around time was class A.

Now this is were it all ends for me with the GC. The part that I had to have replaced was part of the board. (see pic) and the side covers since mine were a bit warped. My total was $112. Unless you live where you can drop it off and pick it up, the box you need for shipping is big for the (main body only), and by the time you have it insured you will pay a min. of $20 and up. Again, I am paying for shipping alone what I almost paid for the elements internals, plus labor & parts.

I think that GC has made a mistake going this route with their customers and I will no longer be one. At the above rate and with the repairs required for mine the cost would add up to what a new HT cost, and from what I have seen, the HT is built very solid and you can do your own repairs. So I have since purchased the HT B2k, and this GC will be going up for sale very soon.

Posted January 15, 2014 link

Well I don't understand. In the UK the reseller has all the parts for sale. The Gene Cafe is modular, very easy to repair and parts are inexpensive....very bad service you are getting from your resellers. They can, and should, stock parts to support/sell to their customers. Genesis the manufacturer of the Gene, put's no restrictions on resellers that I am aware of. Your problem seems to be all down to the resellers concerned and not the Gene Cafe manufacturer.
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Dmorcos
Senior Member
Dmorcos
Joined: 17 Oct 2005
Posts: 102
Location: Arkansas
Expertise: I love coffee

Grinder: Mazzer SJ
Vac Pot: Bodum Columbia- Royal...
Roaster: Hottop, GC, Behmor, FR8
Posted Sat Jan 18, 2014, 12:47pm
Subject: Re: My experience having to Ship my Gene Cafe for Repairs...
 

DavecUK Said:

Your problem seems to be all down to the resellers concerned and not the Gene Cafe manufacturer.

Posted January 18, 2014 link

I am not sure that it is not Genesis. They could provide a US site where we can purchase parts if they wanted to. That is very easy to do. Also, do not forget that it used to be the same as it is now in the UK until it changed last Sep.
so keep you fingers crossed it does not change there too. For me, I just will NOT spend another $100+ for a $15 electronic part that they are already reaping profits selling to end users as they did in the past. I just happened to be forced to just so I can sell it and get rid of it.

It was a great roaster with annoying heater element issues (for me at least) but I could tolerate the cost of the parts. Genesis has lost my business and any utterance of their product in recommendations I may offer.
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