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file Rust on grinder burrs

12 years 9 months ago #2840 by colin
Replied by colin on topic Re:Rust on grinder burrs
Bobby wrote:

Colin - thanks for digging. I'm actually in Burnaby, BC.

I was told the same at the store, Espressotec, but in such a condescending and dismissive manner that I wasn't sure if I was getting the real facts and if I should even buy anything from the company.

The salesmen were great, but the fellow who appears to be the owner made me feel like a complete and utter idiot for having concerns about the rust. It was one of the worst customer service experiences I've ever had and left both me and my wife speechless. Due to my buying experience I don't plan to shop at Espressotec in the future.

You were in 2 days before Christmas and were offered a replacement unit - in the meantime, we have explained that the iron in the burrs does oxidize in open air prior to being seasoned by coffee beans...
Manufacturers are not exactly in the position of spraying WD-40 on brand new grinding burrs - probably not very healthy.

In EspressoTec's defense, they had been going full-out 7 days a week, 10-12 hours a day for the previous 3 weeks with a busier than expected retail season.

I sympathize to a point - but have to draw the editorial line when you come away from a vendor with as satisfactory a retail experience as you did... less any perceived attitude.
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12 years 9 months ago #2849 by Bobby
Replied by Bobby on topic Re:Rust on grinder burrs

Actually, I went in a few days after Christmas to avoid the buying rush.

With respect, I wouldn't ever term being made to feel like an idiot a 'satisfactory retail experience'.

As I said, the salesmen were great. They were as surprised as me at the rust and were willing to offer a replacement. If that had been the end of it, I'd have nothing but good things to say about Espressotec.

The bad taste left in my mouth is due to what occurred after that.

In my view, the retail experience is more than just having warranties honoured or defective products replaced. It's also about how customers are treated. For example, do you make espresso novices feel out of place and inadequate or are you helpful and do you assist them in learning more? I know others may feel differently and I'm not out to change minds, but only to share what I experienced - good and bad.
12 years 9 months ago #2850 by colin
Replied by colin on topic Re:Rust on grinder burrs
I totally hear you -- I have spent a fair amount of time in these stores - watching and reviewing the overall performance of vendors and prospective advertising clients for this website.

I can imagine that by Christmas (or a few days after when they are still filling orders...) that the staff at most of these places (online or off) are so frazzled that their patience runs thin. I am sure that is what happened - and may I apologize on behalf of EspressoTec for your experiences.

Sidebar: How do I treat newbies to the World of Espresso?

Well - it is in my best interest to encourage learning. there was a time when i took a harder line of some of the truly dumb questions.
That said - it never pays to alienate people.

I do have my share of twisted fans who use to encourage me to be Bad Colin.
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