Thank you, Colin and your team, for the amazing customer support and wonderful repair job on my Virtuoso grinder. After Colin had patiently spent time with me on the phone to help me resolve the problem at home, including sending me parts and excellent instructions, I decided to send the grinder in on the repair program. I had it back within days, purring away as good as new. I have never experienced such exceptional service, and well beyond any normal warranty. Thank you again. I wish you continued success for many years to come.
Hi Pierce. I want to express my appreciation for your help in this process. I was really disappointed when the grinder initially stopped, as we really liked it, and it wasn’t cheap. The idea of sending it off to be repaired sounded like a lot of money for a two year grinder. Luckily, I contacted support at baratza, and I was really impressed with how quickly you got back to me, and the detailed troubleshooting .pdfs and videos you directed me to. The diagnosis was easy with your help, the parts ordered and shipped quickly, and again the guidance with the install was excellent. I would have to say that the customer support was the best I’ve ever encountered with any product. I went from being sorry I’d chosen the baratza to being convinced I’d never buy anything else. The whole process showed me how the grinder components can all be replaced as they wear, it’s really nice to see a product that is designed for easy repair, rather than just be chucked in the garbage when it breaks down. And your informational and instructional videos are spot on, you’ve got a great way of explaining things both in words and video. Over all, I’m completely impressed, and will be a baratza customer for life!
I just wanted to let you know that Baratza continues to be an exceptional example of customer support. I recently had some problems with my Preciso so I gave your team a call. Colin picked up, immediately diagnosed my problem and sent some parts my way.
The parts arrived in three day…and I live in NYC! While I’m a fairly handy guy, I wanted to make sure I was doing everything 100% perfectly, so along with your great directions and videos, I called Baratza four separate times. Both Colin and Pierce answered my questions and guided me to a perfect repair of my grinder.
Can’t speak highly enough about Colin and Pierce and the whole Baratza team!
This is my third Baratza grinder and I have recommended Baratza to all of my coffee drinking my family and friends. If I can ever scratch together the dough for another upgrade, you better believe I’ll stick with Baratza.
A note, after a visit to our offices……..”Hi Pierce. The grinder works beautifully! Sorry we missed meeting you. We had a fantastic experience – friendly, gracious, efficient, AND Drew did a fantastic job turning our used grinder into an ‘almost new!’ grinder. We’ve been vocal supporters of the Baratza Virtuoso grinder, and now that we have experienced your team in-person, we’re are even more impressed. Since we live out on the Olympic Peninsula, Drew repairing our grinder while we were there saved us a later trip for pick-up and allowed us to have our normal expresso coffee this morning. Thanks again.”
Hi, I recently ordered some replacement parts for my Preciso grinder. Your excellent online instructions on troubleshooting and servicing the grinder made replacing the adjustment ring, burr holder, and paddle wheel easy and straightforward. The grinder now operated like new. Also, the parts were supposed to arrive Monday, Feb. 3, but instead arrived on Saturday, Feb. 1. I also received a very prompt and thorough reply to an inquiry that I submitted last Thursday.
I just wanted to let you know how much I appreciate the excellent service provided by Baratza. The number of companies out there these days who provide such comprehensive support for their products is few and far between. For that reason alone, I would buy another Baratza product without hesitation, and if I should decide to upgrade from the Preciso, rest assured that the Vario would be my next grinder purchase.