Rescue28 Senior Member Joined: 12 Aug 2011 Posts: 11 Location: Colorado Expertise: I like coffee
Posted Tue Jan 22, 2013, 10:13am Subject: Baratza Customer Service
I don't normally post on topics of a more general nature, but I really have to comment on the outrageously great customer service from Baratza. I have a Virtuoso Preciso that is around a year and a half old (read out of warranty) and it quit grinding. Going to the Baratza web site, they have an excellent video on how to disassemble the machine, and they have all of the parts necessary to get it up and running. What I needed really wasn't all that expensive, $15.00. Besides ordering what I thought were the proper parts, I contacted Baratza via email to get their take on what I should do. I don't think I have encountered customer service as good as that for years. Their rep not only sent me all sorts of files with instructions, but he pulled my order and added a couple of additional parts that he thought I could use (no charge). And when I told him that the very last step (pressing on a small knob on a lever) did not work, he is sending out a couple more parts so my machine is 100% perfect. This guy (Pierce) was professional, courteous, friendly, and very knowledgable. Based on his service alone, I would tell my Coffee Geek friends to purchase a Baratza. And I would definitely get another one if this one ever gives up the ghost. In addition, Baratza has what appears to be every part needed to completely rebuild their machines, at reasonable prices.
sgreen Senior Member Joined: 4 Apr 2011 Posts: 63 Location: Minneapolis Expertise: I love coffee
Espresso: Viblemme Replica, ECM... Grinder: Mazzer Major and Mini,... Drip: Technivorm Moccamaster Roaster: Behmor 1600
Posted Sat Jan 26, 2013, 7:56am Subject: Re: Baratza Customer Service
+1
Baratza is the greatest!
I truly believe their grinders are the best value available in terms of price, quality, performance, and ease of use.
Their customer service is stellar and is the standard by which I guage my own companies tech support performance. Candidly, we are occasionally as good, but never better.
tdifraia Senior Member Joined: 13 Dec 2012 Posts: 75 Location: Boston Expertise: Just starting
Espresso: QM67 Grinder: Baratza Vario Drip: Bunn
Posted Sat Jan 26, 2013, 8:53am Subject: Re: Baratza Customer Service
I just received my Baratza Vario and the grounds bin had a crack in it. All it took was an email, and I immediately received a reply telling me a new one is on the way. I have to agree, Baratza has TOP SHELF customer service. I will ALWAYS own a Baratza, as both quality AND service are the BEST!
ocarolina Senior Member Joined: 30 Apr 2007 Posts: 59 Location: chicago suburbs Expertise: I love coffee
Espresso: Rancilio silvia 3 Grinder: baratza preciso Drip: french press - no drip Roaster: behmor / iroast2
Posted Fri Feb 8, 2013, 7:39am Subject: Re: Baratza Customer Service
I have been dealing with them for my Preciso, which no longer grinds fine for espresso - under one year of use. They are replacing it with no problems, and hopefully it will take care of the issue. They are now communicating well, and I should have the replacement within a week.
tdifraia Senior Member Joined: 13 Dec 2012 Posts: 75 Location: Boston Expertise: Just starting
Espresso: QM67 Grinder: Baratza Vario Drip: Bunn
Posted Wed Mar 6, 2013, 9:05am Subject: Re: Baratza Customer Service
The reason I purchased my Vario was because of the reputation Baratza has for excellent customer service. I had my Vario since January 2013 and it was performing as advertised. Yesterday I began having problems and called Quinn at Baratza customer service. He walked me thru some troubleshooting and after 10 minutes figured out what was wrong. He asked me to email him my receipt and he is sending me a new one. After I get the new one, I will send my damaged one to him and he is providing me with the prepaid postage label. Now that is why I purchased my Baratza Vario. How can you beat that? If you buy a Baratza it really is guaranteed.
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