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Whilst the product range, price and shipping times are always good remember the three rules of business
Quick, good, cheap.
You can't have all three. And from my experience their online/email response etc is not up to what you expect or want. However you have to live with it as you get pretty much everything else.
I have to say, I've had all three on many occasions with coffee parts. The only time I've had an issue, I called and got it sorted over the phone in under 3 minutes. Although in this day and age people have some sort of aversion to talking to a real human on the phone, this is the fastest way to get a response from many traditional businesses.
Post Note folks, thanks for your feedback too.
So they got in touch the next day emailing the invoice.
I called to confirm and provide Credit Card detail.
It was sent ExpressPost.
So all good and positive at the end.
I guess I what prompted my query was our conditioning to receive electronic responses within 24 hours when shopping online.
Very satisfied with Coffee Parts and no hesitation using again!
I have been a coffeeparts customer for many years, and have always been happy with their service.
Until now.
One of the parts received does not fit my machine.
I initially rang them, and although I tried to explain my problem to the lady, she rather curtly told me to send an email.
I emailed a week ago, and still haven’t heard back.
Firstly, a public forum like this one is NOT the way to get your Rancilio parts.
I agree with others that a phone call would be the logical and efficient way to see this through.
They are really busy people.
Pedro will, no doubt get back to you.
I have bought 3 machines and many parts from Coffeeparts over the years and each and every exchange has been a great experience.
Call them...
It might not be the way to get his parts, but he's had at least half a dozen people saying to ring and expect good service.
It's also not unreasonable to expect to get prompt email responses.
Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
Happy to accept praise, get shirty when someone dares to call out less than ideal service.
Apart from phoning, emailing and sending a PM, what more can I do?
At least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
Have always found Coffee Parts to provide exemplary service and support over very many years of doing business with them.
I treat them more like the friends they are, to the CoffeeSnobs community, rather than just another business.
Just for your information, English is not the first language of the proprietors and is perhaps why you were requested to send an email to them, although I have never had any difficulty explaining myself over the phone. Give it another try with perhaps a bit more geniality thrown in for good measure.
Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
That's a bit harsh. It does sound like this user has done what everyone has suggested (making a call). They were apparently treated poorly on the phone and still haven't had a response despite trying every available channel.
Part of the reason forums exist is for consumers to share their experiences of vendors. In the long run, this kind of feedback makes businesses stronger, and the really bad ones get weeded out. (Not saying that Coffeeparts are bad - I've only had good experiences).
Based on that principle though, it's fair for Toad to share what happened in this instance. By the same token, if Coffeeparts subsequently makes a good service recovery in this instance, it would be good for Toad to update the thread accordingly.
Any business can stuff up <cough> Optus. That's human and forgivable. It's how they do service recovery that matters.
Happy to accept praise, get shirty when someone dares to call out less than ideal service.
Apart from phoning, emailing and sending a PM, what more can I doAt least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
People are not being touchy, just sensible. Why you would want to winge on here without at least giving one more call, or even sending a PM to Coffee Parts is beyond me. That was no lady you were talking to either.
Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
The OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.
The OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.
I have been involved in retail in various ways for quite some time.
I don't think there is anything wrong with someone mentioning a bad experience here. Further, I would like to see how this is resolved.
Just to get told curtly once to send an email maybe for a myriad of different reasons, language, having a stressful and bad day, not being good at handling some customers on the phone (my weak point BTW) maybe they needed an email to confirm you were serious and not kicking tyres, or a heap of other reasons.
Just to make you feel better I've had a very close relationship with my bank and even just the other day I've had a series of days where I've had to email and call for a couple of days to get a response. I eventually did get a response and was able to quickly resolve the situation.
Even after sending an email one should not stop there. I would do two more things at a minimum. I would call them again and explain in a friendly manner that you called last week and got told to send an email which you did and you still haven't received an answer back and you wish to resolve this situation quickly, could they please help you now? Or words to that effect (you never know, they may of had a death in the family or something bad) Remember the old proverb "Honey catches more flies than vinegar does". Maybe if you used this approach you might get results rather than pull up stumps after a couple of shots at it. I don't think you will resolve your situation like this. Then I would follow up with a friendly email.
Now you've mentioned your bad experience here I would expect you to mention how this was resolved (Weather it was handled well or not after keeping a cool head and giving it a few more tries) By all reports, it seems like you will eventually get the desired result.
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