A decent machine, but due to the lack of customer service, I would not purchase another.
Positive Product Points
It is a great home machine. I put through several pounds a month - primarily espresso roast. It has already saved hundreds of $$ in coffee, and for a much better taste. I love the aroma that fills the house during the roasting process - without smoke. The roasting is uniform.
Negative Product Points
Poor customer service. Lacking some integrity.
Detailed Commentary
A few months ago I returned the roaster to Zach and Dani's for repair. I was taking longer and longer to get the same roast as when it was new. It went from 27 minutes to 30 with the same beans from the same vendor. The unit was returned to me without being cleaned, and I had take it apart to adjust the drive pulley as it was making more noise than when I sent it in. Basically, nothing was done. Service was slow. Contacted several times and finally told it was shipped. Not true. The shipping date on the unit was several days after being told it was "in the mail."
Now I am at 32 minutes for the same 27 minute roast when new. But 32 minutes does not always give the same roast from the same bag of beans. Because of taking longer to roast, the beans are drying out and no longer have that nice oily sheen and deep flavor.
Zach and Dani's have failed to answer a single email in the past 3 weeks.
Buying Experience
It was a gift. My wife's buying experience was OK. It arrived ontime for Christmas 2 years ago.
Three Month Followup
I finally received feedback from Z&D only to find that they no longer sell/service the unit. It is now sold and serviced by NESCO. Contacted them - they will not sell the parts I need. MUST send in for repair. Have done that once with Z&D. At $25 each shipping, for a part that can't cost more that a few dollars (timer board). It still works, but once in a while the cool down cycle quits after a minute or so. Still roasts great, and I still enjoy the aroma and taste of fresh roasted coffee.
Whatever the problem was with different roasts with same beans and time, it seems to have corrected itself. though still longer than when first purchased, it is OK.
One Year Followup
A few months ago I received a new roaster at a discounted price. They upgraded the element and roasting carrafe. I am able to roast at 5 minutes less than the old one with the same great results. Zach and Dani's no longer have their name on the machine. It is now NESCO Professional Home Roaster. In the meantime I ordered a burr grinder from them - that was a mistake. If the beans are the least bit oily, it will clog and quit running. It did not work even at the med setting for my roasted beans. Dry beans only.
I still love the roaster. It was just the service that was sorely lacking.
