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.
You guys rock. Yesterday morning my grinder makes this noise and my thoughts are something like: “I betcha I will see plastic sawdust inside, lets have a look … ah yes, that will need parts, betcha its a write-off …” And I am sad, cause I just bought a pound of Espresso beans, and I am going to bed with the motivator I can get up and have an espresso.
So with low expectations I visit the Baratza site and not only are there parts, but the breakdowns are online and there are videos and pdf to diagnose and repair. Then I am not sure my motor, so I call support, guy named Colin answers, tells me exactly what I need to know. I order and you ship my parts the next day.
You guys are epic. What a way to make a customer rave about you. In fact I just told 2 of my friends to buy a Baratza. One of them is actually somewhat shopping for a grinder. Its pretty cool to have something that isn’t throw away, even if it wasn’t terribly expensive to start with. Thanks.
I just wanted to express my appreciation for the ability to easily repair my older grinder (Solis Maetro). The grinder no longer adjusted due to a build up of debris and then failure of the plastic adjustment ring under stress. However, I was able to get the parts from your website and find a clear PDF that detailed the replacement instructions. It is really nice to be able to fix a small broken part these days than throw out a solid working device. Thanks for the quality design, super support and dedication to the life cycle of your products.