Great product and it comes with the best customer service you can find.
Positive Product Points
I have used my Virtuoso daily for six years making espresso. It is a real trooper, it hits it grind mark every time, and does not complain that I have only really cleaned out its internals a couple of times. During these six years, it has chewed up two plastic gears. The first time it happened I called up Baratza LLC. and they promptly sent me a new one for free. And the second time, I took advantage of a very reasonably priced upgrade to the new conical burr. The Virtuoso is a sturdy product and when coupled with stellar service it is a winning purchase!!!!!!
Negative Product Points
Nothing important enough to mention.
Baratza LLC. provides the most amazing level of product and consumer care that I have EVER come across, and, being a contractor, I purchase a lot of equipment and am no stranger to customer support.
I can not say enough good things about their willingness to troubleshoot: whether online, on the phone, or by mail.
More than once they have helped me to diagnose minor wear issues with my grinder, and followed up by sending me replacement parts --sometimes for free. And, judging from the other glowing reviews they regularly receive, I know I am not alone in my experience.
Given how much pressure there is today on manufacturers to rush out new and more models, with all the latest electronic bells and whistles, and then to assemble this army of stuff cheaply overseas, it is still often the human element which is the only thing interposed between us, the end users, and our finicky expensive stuff ...and a landfill site.