Just curious but what's the workaround with import taxes when machines are replaced?Attachment 19140
So far, of the 45 machines we've sent out, we've been able to guide people with a problem back to a machine in good working condition without needing to send them a replacement machine.
Except in three cases.
Today, all three of these customers are getting free replacement machines from us. We'll pay to get those machines back to us and study them to figure out why they are anomalies.
The 3 different causes of failure are interesting stories, though.
- Michael's machine makes espresso about 5ºC hotter than the goal setting. We can't figure out why, but it's probably a defective temperature sensor (or bad connection) causing the control system to get confused. We thought that Michael must be "doing something weird" but have crossed out all the possibilities and now think "something is weird with his machine".
- Jack was using the "calibrate" page when he accidentally didn't enter a decimal point, thus entering a huge number in by accident (ie, 300 ml/second flow rate, instead of 3.00). This caused the firmware to crash whenever the DE1+ was booted. Whoops: we hadn't thought to create an emergency mechanism for clearing the calibration settings. The DIP switch settings should have put Jack into "safe mode" so he could upgrade his firmware, but didn't do their job right.
- Christian's machine had a retaining clip fall out during transport, so that steam was leaking. We resolved that with a video chat, but when he put the case back on, a pump wire wasn't tucked in enough, and the case scraped the insulation off as he closed it. This caused a short and blew a safety triac on one of our PC boards.
Each new type of failure teaches us something.
There is a positive side to our slowly ramping up our manufacturing speed: most of the big problems will have been solved by the time we can manage to ship machines at a reasonable pace.