adamroth75 Senior Member Joined: 8 Apr 2009 Posts: 3 Location: Lisle, IL Expertise: I like coffee
Posted Wed Jun 27, 2012, 6:38am Subject: Wonderful customer service from Baratza
Hope this doesn't set off anyone's BS detector, seeing as this is my first post here, but I wanted to register so I could congratulate a good company on some great service.
My Baratza Virtuoso grinder had a couple of issues crop up over the last several months. At first, the burr wasn't spinning unless I would manually jiggle and twist it. I emailed Baratza and within 24 hours they had replied to my email, diagnosed the problem, and were sending me a replacement motor free of charge via UPS. Awesome.
And then just last week I experienced a new issue where the motor was clearly running, but making a high whirring sound and not engaging the burr, as if there was a stripped gear somewhere. Well again, they helped me diagnose it and sent me a replacement drive shaft and gear assembly for free, and immediately. They were even responsive when I ran into a couple issues with the installation.
It's also worth noting that they have very nice repair pdfs posted on their site. Good pictures and clear directions.
At this rate, I may never buy another grinder, seeing as I can keep repairing this one for free! But if I do need to get a new one, I'm sure it will a Baratza (sorry that sounds like ad copy, but it's true!)
emradguy Senior Member Joined: 31 Mar 2011 Posts: 1,794 Location: Houston Expertise: I live coffee
Espresso: Izzo Alex Duetto II Grinder: MacapM4T, Macap M4, OE Lido,... Drip: Espro press; Aeropress Roaster: internet
Posted Wed Jun 27, 2012, 7:21am Subject: Re: Wonderful customer service from Baratza
welcome to CG and thanks for posting your experience.
There are other posts about good companies in the coffee industry and there are others posting great compliment to Baratza, but not as detailed as you did. I'd be surprised if this registers on anyone's BS detector. I didn't know they have detailed "how-to"s on the repairs, so thanks for that additional info. I have a grinder of theirs I need to work on when I get some time, and it'll come in handy I'm sure.
You also might want to know that Kyle (from Baratza) is a member here and posts occasionally, so he is likely to read your post. I'm sure he appreciates all the praises they receives.
redkiosk Senior Member Joined: 13 May 2012 Posts: 162 Location: Chicago Metro Area Expertise: I love coffee
Espresso: Illy Francis-Francis X1 Grinder: Baratza Preciso w/ Esatto... Vac Pot: Someday, very intriguing Drip: Bunn Trifecta MB Roaster: A sure path to divorce!
Posted Wed Jun 27, 2012, 9:21am Subject: Re: Wonderful customer service from Baratza
Baratza customer service is definitely not from this planet. I too was able to sample their fantastic customer service. Pierce Jens immediately identified the problem with my new Preciso and I received an email with a tracking number for a replacement grinder within 30 minutes. I was back grinding beans in three days. Doesn't get better than that! Take care!
Jim
The pathologically precise are annoying, but right!
Posted Wed Jun 27, 2012, 9:21am Subject: Re: Wonderful customer service from Baratza
Welcome to the news forum.
If you were to search all the posts you would find dozens (hundreds ...?) of posts like yours, about the level and quality of support from Baratza. That doesn't mean their machines break a lot. It means that they provide unusually good support when they do. And, believe it or not, you (and I) through posts like this provide better advertising than they could buy in any other way. So it's a win-win situation.
If I had to send my Maestro Plus back for repair, considering the service cost and shipping, I would have to discard it and buy a new grinder.
Posted Thu Jun 28, 2012, 5:51am Subject: Re: Wonderful customer service from Baratza
JKalpin Said:
Welcome to the news forum.
If you were to search all the posts you would find dozens (hundreds ...?) of posts like yours, about the level and quality of support from Baratza. That doesn't mean their machines break a lot. It means that they provide unusually good support when they do. And, believe it or not, you (and I) through posts like this provide better advertising than they could buy in any other way. So it's a win-win situation.
If I had to send my Maestro Plus back for repair, considering the service cost and shipping, I would have to discard it and buy a new grinder.
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