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Baratza Customer Support Experience?
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mlim18
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Joined: 21 Oct 2012
Posts: 11
Location: CA
Expertise: I love coffee

Espresso: Crossland CC1
Grinder: Baratza Preciso
Drip: Chemex
Posted Sun Oct 21, 2012, 7:36am
Subject: Baratza Customer Support Experience?
 

Does any have any experience with Baratza's customer support? Are they pretty good about replacing their grinders? Here's my story: I got a new Baratza Encore a couple days ago and went calibrate the grind. In the process of opening up the casing, a screw broke off.  It is the screw in the back of the unit that looks like it helps secure and hold the grinder engine to the body. There are two others like it around the unit.

Am I out of luck in trying to get a replacement grinder from them? If I keep using the grinder, will I damage it?
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steven_meyer
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Joined: 19 Jul 2003
Posts: 518
Location: San Bruno, ca
Expertise: I love coffee

Espresso: Alex Duetto 3.0, ECM  Giotto...
Grinder: HG-One, Mahlkonig K-30 vario
Posted Sun Oct 21, 2012, 8:25am
Subject: Re: Baratza Customer Support Experience?
 

You broke a screw off and you expect them to replace your grinder?  They have great customer service, and I'm sure they will do everything to help (really an easy fix here) but to expect them to replace your grinder free of charge is a bit much.
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CraigA
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CraigA
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Location: Rexdale, Toronto, Ontario, Canada.
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Espresso: PID/PressureMod 2001...
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Posted Sun Oct 21, 2012, 9:28am
Subject: Re: Baratza Customer Support Experience?
 

mlim18 Said:

Does any have any experience with Baratza's customer support? Are they pretty good about replacing their grinders? Here's my story: I got a new Baratza Encore a couple days ago and went calibrate the grind. In the process of opening up the casing, a screw broke off.  It is the screw in the back of the unit that looks like it helps secure and hold the grinder engine to the body. There are two others like it around the unit.

Posted October 21, 2012 link

Those three screws secure the gearbox to the grinders body. If any 3 of those screw mounts are broken or stripped, the gearbox & motor are not being secured properly. There's no reason to be fiddling with any of those 3 mounts as they have absolutely nothing to do with calibration of the grinder in any way.See this thread & pics for that please: "Re: My baratza maestro won't grind course"

They also should not be tightened anymore than just over finger tight as the plastic can that they screw into can crack/split. You'd actually need a new grinder body. I've repaired a few customers grinders that had this problem & one had the rear mount post snapped off horizontally in half, that I sucessfully repaired.

The gearbox is actually rubber mounted with those 3 brass bushing grommets & overtightening serves no beneficial purpose & can/will lead to damage as you've unfortunately experienced..

mlim18 Said:

If I keep using the grinder, will I damage it?

Posted October 21, 2012 link

The stress will be distributed to the two remaining gearbox mounts & it's possible that any one of them could strip out or break also.

 
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