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Brewtus rotary upgrade from a retailer that never replies?
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petter
Senior Member


Joined: 2 Mar 2004
Posts: 5
Location: sweden
Expertise: I love coffee

Espresso: Brewtus II
Grinder: La Cimbali Junior
Drip: Techni Vorm MoccaMaster GCS
Posted Tue May 7, 2013, 5:31pm
Subject: Brewtus rotary upgrade from a retailer that never replies?
 

For some time i've been planning to upgrade my plumb in Brewtus II to rotary version.
As it would be cheaper to upgrade it myself with a rotary kit instead of selling it and buying a new one.

In october last year a contacted a well known US coffee retailer about a rotary upgrade kit after making contact with them over a brewtus user group. They supplied me with part numbers and pricing and I placed the order for $350 + shipping after some correspondence.
After a month they told me they had all parts availalbe but was unable to ship outside US so I gave them an alternative US shipping address which was ok with them.
Another month went and so did xmas and suddenly theres a price update on some components which will take a week or so.
After that both me and my US friend tried to reach them but they have never bothered to get back.

Through out January, February, March and now in May we both have sent emails to sales people, customer service manager, tech manager but they just dont seem to care anymore. No replies, no bounces, nothing.

Is this typical behavior for them you think, can it be that there is a serious management problem or are they closing the shop and dont care to tell their customers?

How hard can it be to either let me make my $350 payment and ship my order or just tell me to my face that they simply just dont want to do business with me.

:(
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johnboddie
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Joined: 28 Nov 2008
Posts: 195
Location: Virginia
Expertise: I love coffee

Espresso: MCAL, Brasilia Mini Classic,...
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Drip: Cuisinart (non-grinding)
Roaster: Behmor 1600
Posted Tue May 7, 2013, 6:36pm
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

If you paid with a credit card, contact your card company's fraud unit.

"if at first you don't succeed, try again. Then give up - no sense being a damn fool about it." - W.C. Fields
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OttoMatic
Senior Member


Joined: 24 Feb 2013
Posts: 78
Location: Colorado
Expertise: I love coffee

Espresso: Brewtus IV-R
Grinder: Mahlkönig K30 Vario,...
Drip: Capresso MT500+
Roaster: Cast iron dutch oven
Posted Tue May 7, 2013, 7:45pm
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

If this is who I think it is, I have to say that I'm surprised that they are ignoring you -- that has not been my experience.  Are we missing something here?
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petter
Senior Member


Joined: 2 Mar 2004
Posts: 5
Location: sweden
Expertise: I love coffee

Espresso: Brewtus II
Grinder: La Cimbali Junior
Drip: Techni Vorm MoccaMaster GCS
Posted Wed May 8, 2013, 12:26am
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

I have not yet paid so there are no money involved. Their last contact with us was in late december regarding price updates which would take at least over the new year to get. Since then it have been absolutely silent from them.

@OttoMatic
Yes, it's probably the one you are thinking about which is why I'm so disappointed. They have such a good reputation and it would be suffice with an email update. They either want to sell me their $350 upgrade or they don't - thats ok. But if only they would tell me.

Just read that they have BBB accreditation so perhaps that would be the proper approach.
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calblacksmith
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calblacksmith
Joined: 25 Nov 2007
Posts: 7,479
Location: Riverside, Ca, U.S.A.
Expertise: I live coffee

Espresso: ECM Vene. A1, La Cimbali M32
Grinder: Azkoyen Capriccio, Major
Vac Pot: 40s era Silex
Drip: Msl. Com. brewers
Roaster: gave it a try, decided no
Posted Wed May 8, 2013, 3:54am
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

I suppose that legally I could be wrong but if you do not have a written contract and if no money has changed hands then there is no obligation on either of your parts to continue with this transaction.

 
In real life, my name is
Wayne P.
Anything I post is personal opinion and is only worth as much as anyone else's personal opinion. YMMV!

Feed the newbs, starve the trolls and above all enjoy what you drink!
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petter
Senior Member


Joined: 2 Mar 2004
Posts: 5
Location: sweden
Expertise: I love coffee

Espresso: Brewtus II
Grinder: La Cimbali Junior
Drip: Techni Vorm MoccaMaster GCS
Posted Wed May 8, 2013, 5:28am
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

calblacksmith Said:

I suppose that legally I could be wrong but if you do not have a written contract and if no money has changed hands then there is no obligation on either of your parts to continue with this transaction.

Posted May 8, 2013 link

You are right, there are no obligation from either part - though some common courtesy would have been nice from a company with such undisputed reputation.
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OttoMatic
Senior Member


Joined: 24 Feb 2013
Posts: 78
Location: Colorado
Expertise: I love coffee

Espresso: Brewtus IV-R
Grinder: Mahlkönig K30 Vario,...
Drip: Capresso MT500+
Roaster: Cast iron dutch oven
Posted Wed May 8, 2013, 5:44am
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

Oh, I thought you paid already...

Did you try calling them directly?  I have called them many times, and aside from having to hold for a while sometimes, they have never failed to answer the phone.  I have also dealt with them through email, which can be a little spotty.  They could improve in that regard, especially if it's an oddball thing, which yours might be.  I had to call them to follow up one email issue because they never got back to me (it was a rattling issue with my Brewtus, which I'd created a video for, posted to YouTube, etc.  Maybe when they get something that's off the beaten path, they don't know what to do with it).

Good luck!
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frcn
Senior Member
frcn
Joined: 23 Dec 2001
Posts: 3,287
Location: Northern California
Expertise: Professional

Espresso: Vibiemme Domobar Double
Grinder: Mazzer Kony, Baratza...
Vac Pot: Hario, 2 Cory pots, 1 Cory...
Drip: Behmor Brazen, Bunn A10 mod...
Roaster: computer controlled Hottop,...
Posted Wed May 8, 2013, 8:52am
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

A mis-typed e-mail filter can be blocking your messages. Give them a phone call and ask them why they have not replied. Then go from there.

 
Visit My Website
www.EspressoMyEspresso.com
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petter
Senior Member


Joined: 2 Mar 2004
Posts: 5
Location: sweden
Expertise: I love coffee

Espresso: Brewtus II
Grinder: La Cimbali Junior
Drip: Techni Vorm MoccaMaster GCS
Posted Thu May 9, 2013, 12:49pm
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

I recieved a very nice email today from their customer service manager where he explained the situation and their strive to help me out the very best they can.

It feels much better now and I hope it all work out as good as they are trying.
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OttoMatic
Senior Member


Joined: 24 Feb 2013
Posts: 78
Location: Colorado
Expertise: I love coffee

Espresso: Brewtus IV-R
Grinder: Mahlkönig K30 Vario,...
Drip: Capresso MT500+
Roaster: Cast iron dutch oven
Posted Thu May 9, 2013, 9:48pm
Subject: Re: Brewtus rotary upgrade from a retailer that never replies?
 

So, just curious....   What was it that prompted them to reply all of a sudden?  

Did you call?

Did someone at WLL see this thread?

Did they just happen to finally bump into an old email from you?  

Something else?

Overall, I've never had a problem with them.  Some phone reps are better than others, but I've made a handful of orders with them, returned an espresso machine for a different model and received free stuff from their rewards program.  All in all, they are a competent outfit with good customer service and a high level of expertise.  And I'm sure they don't want any negative press here at CG.
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