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Wonderful customer service from Baratza
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Discussions > Coffee > Machines > Wonderful...  
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adamroth75
Senior Member
adamroth75
Joined: 8 Apr 2009
Posts: 3
Location: Lisle, IL
Expertise: I like coffee

Posted Wed Jun 27, 2012, 6:38am
Subject: Wonderful customer service from Baratza
 

Hope this doesn't set off anyone's BS detector, seeing as this is my first post here, but I wanted to register so I could congratulate a good company on some great service.

My Baratza Virtuoso grinder had a couple of issues crop up over the last several months. At first, the burr wasn't spinning unless I would manually jiggle and twist it. I emailed Baratza and within 24 hours they had replied to my email, diagnosed the problem, and were sending me a replacement motor free of charge via UPS. Awesome.

And then just last week I experienced a new issue where the motor was clearly running, but making a high whirring sound and not engaging the burr, as if there was a stripped gear somewhere. Well again, they helped me diagnose it and sent me a replacement drive shaft and gear assembly for free, and immediately. They were even responsive when I ran into a couple issues with the installation.

It's also worth noting that they have very nice repair pdfs posted on their site. Good pictures and clear directions.

At this rate, I may never buy another grinder, seeing as I can keep repairing this one for free! But if I do need to get a new one, I'm sure it will a Baratza (sorry that sounds like ad copy, but it's true!)

cheers,
Adam
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emradguy
Senior Member
emradguy
Joined: 31 Mar 2011
Posts: 3,056
Location: Houston
Expertise: I live coffee

Espresso: Duetto II; Twist v2
Grinder: M Major, Macap M4 x2, VDD...
Drip: Espro presses; Aeropress
Roaster: H-B "List of Favorites"
Posted Wed Jun 27, 2012, 7:21am
Subject: Re: Wonderful customer service from Baratza
 

welcome to CG and thanks for posting your experience.  

There are other posts about good companies in the coffee industry and there are others posting great compliment to Baratza, but not as detailed as you did.  I'd be surprised if this registers on anyone's BS detector.  I didn't know they have detailed "how-to"s on the repairs, so thanks for that additional info.  I have a grinder of theirs I need to work on when I get some time, and it'll come in handy I'm sure.

You also might want to know that Kyle (from Baratza) is a member here and posts occasionally, so he is likely to read your post.  I'm sure he appreciates all the praises they receives.

 
.
Always remember the most important thing is what ends up in your cup!
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redkiosk
Senior Member
redkiosk
Joined: 13 May 2012
Posts: 218
Location: Chicago Metro Area
Expertise: I love coffee

Espresso: Illy Francis-Francis X1
Grinder: Baratza Preciso w/ Esatto...
Vac Pot: Someday, very intriguing!
Drip: Trifecta MB, Kalita Wave...
Roaster: A sure path to divorce!
Posted Wed Jun 27, 2012, 9:21am
Subject: Re: Wonderful customer service from Baratza
 

Baratza customer service is definitely not from this planet. I too was able to sample their fantastic customer service. Pierce Jens immediately identified the problem with my new Preciso and I received an email with a tracking number for a replacement grinder within 30 minutes. I was back grinding beans in three days. Doesn't get better than that! Take care!

Jim

 
The pathologically precise are annoying, but right!
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JKalpin
Senior Member
JKalpin
Joined: 28 Dec 2008
Posts: 796
Location: Thornhill, Ontario Canada
Expertise: I love coffee

Espresso: Aerobie Aeropress
Grinder: Baratza Maestro Plus
Vac Pot: Yama 5-Cup
Drip: Krups Moka Brew, BraZen
Roaster: Freshroast+8, Behmor 1600
Posted Wed Jun 27, 2012, 9:21am
Subject: Re: Wonderful customer service from Baratza
 

Welcome to the news forum.

If you were to search all the posts you would find dozens (hundreds ...?) of posts like yours, about the level and quality of support from Baratza.  That doesn't mean their machines break a lot.  It means that they provide unusually good support when they do.  And, believe it or not, you (and I) through posts like this provide better advertising than they could buy in any other way.  So it's a win-win situation.  

If I had to send my Maestro Plus back for repair, considering the service cost and shipping, I would have to discard it and buy a new grinder.

 
Jerry
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Sam21
Senior Member


Joined: 20 Sep 2011
Posts: 409
Location: Northwest, CT
Expertise: I love coffee

Grinder: Baratza Virtuoso, LIDO,...
Vac Pot: Siphon, Aeropress, CCD
Drip: Kalita Wave, Beehouse,...
Roaster: Hottop KN-8828B-2K
Posted Thu Jun 28, 2012, 5:51am
Subject: Re: Wonderful customer service from Baratza
 

JKalpin Said:

Welcome to the news forum.

If you were to search all the posts you would find dozens (hundreds ...?) of posts like yours, about the level and quality of support from Baratza.  That doesn't mean their machines break a lot.  It means that they provide unusually good support when they do.  And, believe it or not, you (and I) through posts like this provide better advertising than they could buy in any other way.  So it's a win-win situation.  

If I had to send my Maestro Plus back for repair, considering the service cost and shipping, I would have to discard it and buy a new grinder.

Posted June 27, 2012 link

+1. Whether sending replacement parts, or a replacement grinder, Baratza's support is second to none.
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