I had a piece of wood in my beans and stripped the gear in my Virtuoso grinder on Thanksgiving morning ( Bummer had to find a backup blade grinder to make do for the Holidays !).
Your website gave me the correct information about the problem, helped me order the correct part (which was reasonably priced), and got it shipped to me in 2 business days. The instructions on your website were outstanding, and allowed me to repair my grinder in a very short time. I had a few questions but every one of them was answered by the instructions laid out in your support page.
This was the best customer service experience I have had in a long time. Thanks for the excellent support ! I will be heavily inclined to purchase your products in the future and will recommend them to my friends !
I would like to commend Pierce Jens for his wonderful customer service. I don’t expect perfection from the products I purchase, but I do hope that the company will back up what it sells, and Baratza obviously has a commitment to doing so as demonstrated by the exchanges I have had with Pierce. He has been both gracious and helpful (and very non-judgmental considering at least some of the problems I experienced were due to my own clumsiness). He responds promptly to my questions and concerns and provides the appropriate information. It has been a pleasure to deal with him and is a wonderful reflection on your company.
Wow. I have to say that you’ve all impressed me with the customer service. I can understand a malfunctioning product, it’s what a company does when it happens that counts and you’ve exceeded my wildest expectations.
I’m super happy with the Vario. It seriously is like a revelation. I see why it’s such an impressive home espresso grinder — I’ve had some amazing shots from it just in the first day, and the timer has allowed me to grind to within 0.1 grams every time.
I just installed the new gear and ground an ounce of beans. The replacement process went exactly as described in your support document, and the grinder is working again.I want to thank you for your prompt service and great support. I’m very impressed and I’ll be happy to buy another of your products when it’s time to upgrade.