My experience with Baratza Support

[mp]

I purchased this grinder from Kijiji.ca for $35.00. It was a Starbucks burr grinder. This is comparable to a low end Baratza however instead of an on/off it has a timer switch. It started acting up having intermittent shutdowns with what proved to be no rhyme or reason. Baratza in identifying this grinder after sending them a picture of it has identified it as a grinder built by Solis. As of now they support Solis grinders and helped me to troubleshoot my grinder. Long story short it is the grind adjustment mechanism that is causing this. I was also missing a silicone upper burr gasket and grinds were getting to the bottom of the grind chamber.

I was fully prepared to pay for these parts as I would be happy to restore full use of my grinder. I got an email notice from Baratza support that a Preciso adjustment ring assembly and a silicone upper burr gasket will ship to me tomorrow morning via USPS.

Wow ... they spent all that time with me to trouble shoot the problems and now they are sending me the needed parts with shipping for free. How many other companies practice this type of customer support?

I know what my next grinder will be.

Has anyone else had a similar experience?

 

[Mlee]

They replaced a Preciso that I was having issues with after going thru the trouble shooting as well. First class company that stands behind their product. Tough to find that much anymore.

[mp]

I agree whole heartedly.

I am not the original owner of this Solis Starbucks grinder however they did not even ask for proof of purchase.

Their standards and practices are extraordinary and refreshing to see.

 

[fcar]

Have to agree based on my experience and a friend's experience that Baratza customer service
is absolutely outstanding once you reach a human.

[ScareYourPassenger]

If they have a fix it can be stellar, if there is a product fault it isn't handled as well. Even after the taping mod, the timer knob is still falling off my precisio.

[SJM]

Even after the taping mod, the timer knob is still falling off my precisio.

Mine too.

[milowebailey]

Even after the taping mod, the timer knob is still falling off my precisio.

Mine too.

Both of mine fall off.... I think super glue is the next step.

[rasqual]

Glad to hear they're still as good as they've long been reputed to be.

[ScareYourPassenger]

So the next question is, would you rather have a product that is designed extremely well or great customer support? For this question you can only choose one.

It is sill amazing they supported it and I give them huge props!

[J.Jirehs Roaster]

So the next question is, would you rather have a product that is designed extremely well or great customer support? For this question you can only choose one.

It is sill amazing they supported it and I give them huge props!

I read some good things about improved burr design and more consistent grind as I was looking into upgrading or just fixing my virtuoso..  I opted to just fix it (new burr holder) rubber gasket, fine adjustment plate) but customer support insisted they send me the gearbox upgrade since I had it so far broken apart..  no new improved burrs (yet)

bottom line, I am very happy with my virtuoso it looks like it will grind beans for years.. even if I have to get a different grinder for espresso some day

[peter]

If they have a fix it can be stellar, if there is a product fault it isn't handled as well. Even after the taping mod, the timer knob is still falling off my precisio.

[Ascholten]

Id rather have stellar customer support.  I don't care how good it is built, sooner or later you are going to have trouble with it and it will need repairs.  This is where the good customer support comes in 

Aaron

[GC7]

My virtuoso (out of warranty) stopped adjusting grind size about three years ago and they diagnosed the problem over the phone, had me confirm the plastic part holding one burr had stripped and shipped out the part to me free of charge the same day. Their service is second to none.