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.
December 30, 2013
I wanted to take this time to let you know about the amazing customer support I have been receiving over the last couple months from one of your associates. Pierce Jens has been outstanding, plain and simple. His responses are timely, accurate, efficient and I feel like I am talking to someone that has a vested interest in the resolution of my problems.
I had my Vario blow a transistor upon arrival to France from my former residence in the US. Pierce walked me through the investigation and helped me diagnose and order the power board with limited pain, offered electrical advice and got me back on the road to enjoying coffee in a foreign city.
I had a recent customer service issue regarding a kettle I brought to France from the US with a different vendor of coffee equipment and in no way was that experience enjoyable or engaging.
Thank you for all you do for the coffee community!
Thank you for the quick return of my Maestro Plus! I hoped, but did not expect it to get back so quickly. I purchased a Virtuoso prior to sending the Maestro back for repairs to make sure I could still grind my coffee, and I am very happy with the new grinder. I will be ecstatic if it makes it 8 years like the Maestro did before needing any work done on it. The Maestro has ground a minimum of one pot a day, and most days two, for those eight years. I don’t know if that is a lot of grinding for that machine, but it made it longer than any other grinder I have ever used.
I have tried the repaired Maestro and it is grinding much better and quieter than before. Will keep it as a back up in case anything happens to the Virtuoso.
Thank you for being so quick and doing such a good job!
I just got off the phone with one of your support people, Sarah – from QC/Education, and it was a great dialog. I have been pricing new grinders because my grinder had become a community machine for a bunch of 20 somethings who I’ve been nurturing in what’s good – and they smoked it. Long story short – I was on the fence between Rocky and a Preciso. I grilled her about the consumable burr shims, temperature issues between steel and ceramic, Fines, and why you’re not using your conicals in your higher priced grinders and she pleasantly and expertly answered all my questions. She is an asset to your brand. I hope to be brewing Baratza ground coffee for years to come.