Re: ECM Giotto dies.
At this point, I think all interested parties have had a fair go.
Ultimately, discussions have/will/might take place between the two key parties and hopefully a satisfactory resolution will be found...
I think were all done here. Thread closed
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ECM Giotto dies.
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Re: ECM Giotto dies.
I dont want to keep harping on about this, but I think to be fair people should be clear on what I mean.Originally posted by 6573767667656960606363060 link=1243330457/49#49 date=1245049134I guess you were glad you didnt get it. After all, you wouldnt want to receive any special treatment now would you?
Perhaps you feel its wrong for me to think this way, but I see CS as more than a forum. I see it as a close community, or family if you will. Many members have had the opportunity to meet each other, share their experiences and passion, and develop friendships along the way. And for this reason if for no other, I make no apology for doing my best to provide a little something extra, that goes beyond what I hope is already well and truly above the norm.
Of course, I dont know the full circumstances around this repair, though suspect that each party involved would have their own perception of events that took place. I also accept that no matter how hard you try, being human means that no matter how well intentioned, mistakes can occur from time to time. I think providing some direct and constructive feedback can help minimise errors more than venting in a forum where it could easily not be seen by one of the people involved.
I dont have an issue with the normal good service versus the extra good service given to CS members. This is in-line with keeping your best customers happy.
I was merely stating that if someone gets bad service from a company (for whatever reason, and not meaning Boris situation because we cant know both sides of that as youve alluded) it should not be seen as their fault for not advising the company that they were a special customer.
The company should take it on the chin and apologise for stuffing up.
Wouldnt have it any other way. But Ive seen the barista venting thread, so Ill expect to be seated by the Maitre d :POriginally posted by 6573767667656960606363060 link=1243330457/49#49 date=1245049134Anyway, if youre ever over my way PL, drop in for a cuppa. I promise to charge you the same as everyone else.
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Re: ECM Giotto dies.
I guess you were glad you didnt get it. After all, you wouldnt want to receive any special treatment now would you?Originally posted by 774E4444484B486B46535342270 link=1243330457/47#47 date=1245037157when I asked for an upgrade
Perhaps you feel its wrong for me to think this way, but I see CS as more than a forum. I see it as a close community, or family if you will. Many members have had the opportunity to meet each other, share their experiences and passion, and develop friendships along the way. And for this reason if for no other, I make no apology for doing my best to provide a little something extra, that goes beyond what I hope is already well and truly above the norm.
Of course, I dont know the full circumstances around this repair, though suspect that each party involved would have their own perception of events that took place. I also accept that no matter how hard you try, being human means that no matter how well intentioned, mistakes can occur from time to time. I think providing some direct and constructive feedback can help minimise errors more than venting in a forum where it could easily not be seen by one of the people involved.
Anyway, if youre ever over my way PL, drop in for a cuppa. I promise to charge you the same as everyone else.
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Re: ECM Giotto dies.
Whilst I certainly agree that people are often too quick to complain and in the case of BBs, far too quick to slander and defame...it doesnt seem like the case in this instance.
I dont care if youre President of the Instant Coffee Society, EVERY customer deserves to have a phone call returned, a courtesy call made (to update status) and be spoken to honestly. You want to prioritise commercial customers? Fine. But tell me this so I can make an informed decision on whether or not I want to leave my machine with you. With the part finally in stock yet saying "Cant say when, cant estimate"....well thats "Cant be fooked" in my book.
If Boris has presented a factual presentation of the situation then I dont think hes out of order at all.
Wheres AMs banned mantra when you need it.
Epic76
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Re: ECM Giotto dies.
Thats ok... Virgin blue didnt recognise my Regular Roaster status when I asked for an upgrade eitherOriginally posted by 0134393E0A163A33333030550 link=1243330457/44#44 date=1245032300:
Sheesh, I give up....
I promise no special treatment should you ever call PL...It will be cattle class all the way....

Im sure your economy level of service would be more than adequate for my meagre coffee needs.
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Re: ECM Giotto dies.
Hey Chris,Originally posted by 14212C2B1F032F26262525400 link=1243330457/44#44 date=1245032300:
Sheesh, I give up....
I promise no special treatment should you ever call PL...It will be cattle class all the way....
I love your style of customer service, keep it up, I dont think you could do Cattle Class, even for a real PITA customer. You make everyone feel special, even if what you are doing for them is "normal" by your standards.
Buying my Gene was a great retail experience
. You and the other sponsors that I have dealt with have all been true professionals, it has been about providing what is right, rather than getting the sale.
I get the feeling of special treatment because Im a CS member. You all call it normal, but it is special, and you guys make it that way by making "doing the right thing for the customer" the most important part of the service
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Re: ECM Giotto dies.
Come, come now PL. Enjoying exclusive service that a membership offers does not imply that everyone else receives sub-standard service.Originally posted by 625B51515D5E5D7E53464657320 link=1243330457/38#38 date=1245022595But to imply that normal customers wont get the same high level of service because theyre not a member of a website (or dont advise you of that fact) is a poor excuse for bad service.
I dont think the exclusive CS service is as hypocritical as your restaurant reviewer analogy suggests. To continue the analogy, its like going to a good restaurant and getting shown to the best table ahead of other diners because s/he knows you or you have some sort of special diner status. The other diners wont necessary get lousy service; just not as good as yours.
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Re: ECM Giotto dies.
:
Sheesh, I give up....
I promise no special treatment should you ever call PL...It will be cattle class all the way....
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Re: ECM Giotto dies.
You cant excuse bad service by saying that it is the clients fault for not advising that they are a CS member.
That is what I got from TCs post - that members should let a sponsor know they are a CS member - and why I said it was wrong.
Its like saying that restaurant reviewers should advise a chef that they are dining at a specific time - so that the chef can put in extra effort for that customer - rather than risk getting a bad review.
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Re: ECM Giotto dies.
I agree..Originally posted by 417D607B717067727A71150 link=1243330457/41#41 date=1245027324You said it PL... similar.Originally posted by 0A333939353635163B2E2E3F5A0 link=1243330457/40#40 date=1245026748a similar level of service
It doesnt mean identical.
I consider the service of the sponsors much better than average.
If we (CS members) get a slightly better service than what is already great, then IMO theres no argument.
It is not to say Mr Public get naught or crap... But a little more like a SLA or Contract...
All be it, that CS members may not have all sponsors equipment, it is a gentlemens agreement/understanding ( and one of marketing
) that as a client and a CS member; Your requests and or needs may be able to be managed. 8-)
I am sure that when push came to shove and a big client / or a formally contracted client etc needed top priority... They would get it, over Mr John Doe and even a CS member...
For want of a better analogy... Your a Gold Wing member by default... Thus a few specials may be available, that would not normally be offered to the public OR would be offered after CSs have been given first bite.
On that note, A BIG THANK YOU TO ALL SPONSORS [smiley=tekst-toppie.gif]
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Re: ECM Giotto dies.
You said it PL... similar.Originally posted by 0A333939353635163B2E2E3F5A0 link=1243330457/40#40 date=1245026748a similar level of service
It doesnt mean identical.
I consider the service of the sponsors much better than average.
If we (CS members) get a slightly better service than what is already great, then IMO theres no argument.
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Re: ECM Giotto dies.
I understand where youre coming from. I can appreciate that you put in extra effort when dealing with customers who are members because they are passionate about coffee.
I would just hope that you would offer a similar level of service to other customers who are passionate about their coffee (but who may not be members). Not everyone who has skill with an espresso machine has commensurate skill on a computer.
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Re: ECM Giotto dies.
Originally posted by 477E7474787B785B76636372170 link=1243330457/38#38 date=1245022595IMO the above attitude is wrong.
For the record... Im not commenting specifically on Boris case here - because I dont know all the facts of that - And further, Attilio has been nothing but helpful to me even though I didnt get my BFC from his store.
But to imply that normal customers wont get the same high level of service because theyre not a member of a website (or dont advise you of that fact) is a poor excuse for bad service.
Nuhuh PL,
What I am saying is that we will prioritise CS work to ensure that you get even better service than we regularly deliver.
In the case of Talk Coffee, that means that rather than leaving your repair for a few days, wherever possible, it will be completed while you wait.
Id argue than both scenarios constitute great service, but as a CSer, you get something out of the ordinary...
I hope you dont have a problem with that or any other special treatment (discounts, subsised bean freight etc.) you receive just for being a member? :-?
Chris
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Re: ECM Giotto dies.
IMO the above attitude is wrong.
For the record... Im not commenting specifically on Boris case here - because I dont know all the facts of that - And further, Attilio has been nothing but helpful to me even though I didnt get my BFC from his store.
But to imply that normal customers wont get the same high level of service because theyre not a member of a website (or dont advise you of that fact) is a poor excuse for bad service.
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Re: ECM Giotto dies.
As the sponsor who sold Boris his machine, Id like to make a request of CSers...
Please, please, please identify yourself in any dealings with sponsors. We are here because we too are passionate about coffee.
As a CS member, sponsors want to provide you with special pricing, preferential treatment and a great service or buying experience, but we need to know!
At Talk Coffee, we always prioritise CS work and I know that is why Attilio requests that you use him as your CosmoreX contact- to ensure that you are moved as far up the queue as humanly possible. In this instance, I fear that he was unaware of your repair Boris and the lads didnt know it was a "special" job... :-/
So please guys, just ask so that we can ensure that you receive
Chris
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