It’s a rare thing these days to find a company who takes the time to listen to their customers, let alone educate them about their product. My experiences with Baratza attest to this type of high quality customer service! Purchasing a Baratza was my first ‘real’ step into the world of specialty coffee. After much research and consideration, I purchased my grinder in high hopes of improving my cup quality. Initially, due to my ignorance and inexperience, I wasn’t satisfied – I wasn’t getting the results I’d heard others rave about. Thankfully due to the patience of Baratza’s helpful staff, it was not long before my results changed and my palette was satisfied!
I have nothing but good things to say about my experiences with Baratza and recommend them on the basis of their commitment and care for their customers as much as on the basis of their quality products! A few ‘standout’ moments during my process along the learning curve:
Sarah began the process of resolving my issues by taking time to listen not only to my concerns but asking me what my expectations were for cup quality. After listening attentively, she recommended I adjust my approach over a week’s time, encouraging me to call back and speak to her about my results (in other words, she never once ruled out the possibility that I might have received a defective grinder – instead she walked me through adjustments I should try in order to confirm whether the issue was with the product or the user…LONG story short: it was a user-error!) During the process of educating this newbie-user, she always communicated with respect and patience, clearly demonstrating her commitment to helping me find desirable and repeatable results. The end result: one happy coffee drinker!
Thanks Baratza for a quality product and for outstanding service for your customers!
Recently, I had a Baratza product I use for work serviced by you. It meet an unfortunate accident that disabled it long before its expected lifetime. I was expecting to pay an arm and a leg for the repair, but figured it was worth the try since I am local to your Bellevue office. You had my scale repaired and ready to go faster than I could have imagined, without it costing me anything, except a little gas. I was on the fence about which way I was going to go with my next grinder purchase, but no more. My next grinder will come from Baratza. Thank you for your excellent customer service and for going beyond my expectations.
In response to a recent fix on a Vario W, Baratza owner, Patrick Hughes, gave us this wonderful feedback about how he connected to our focus on repairing, not dumping your grinder –
“In a side note, you guys are awesome! I have a Maestro grinder at home that I have had for ~5 years. I was thinking about scrapping because it no longer adjusted (making coffee difficult to make well). I saw your “don’t throw it away” campaign and decided to see if it was fixable. Long story short, I had lost the detent and my hopper collar was broken. $7 of parts and 15 minutes of fixing (after reading your guides/FAQs) and it is working like new.
I love your philosophy, how you build your grinders to be easily taken apart and fixed, and the support that you give. So thanks for being a great company.”
Thank you again for your great technical support and, every bit as important, your attitude of customer service.
You guys are amazing. Great product line. Great company. Great website. Great customer service. Great tech support. Great communication. Great people.
The integrity, competence, and spirit you folks bring to the game is first rate. Top drawer.
I’m old enough by now to know, that when I am fortunate enough to find a good thing … I’m sticking with it.
“That’s my opinion … and I ain’t changin’.” Just sayin’ … ;-}~
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.