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OCWEB is in a neighbouring town and we coincidentally had a rep going there to see some cafe clients the very next day after he telephoned, so we actually picked the grinder up "in person" and negated any possible problems that do occur from time to time with damage in transit when using couriers......
The problem was not "black and white" so a decision was deferred while we CONTACTED RANCILIO DIRECT in MILANO. This is where a few days delay occured.......
We received news from Rancilios Customer Support Manager, advising they would back us in whatever decision we made.
A new grinder was personally delivered back to OCWEB by one of our employees that was going close by.......
Some points:
a) As always, all clients should try and be understanding when a problem presents that cant be rectified instantly.
b) note that guarantees do not usually cover transport, and it was both a coincidence, as well as a great outcome, that we are able to pick up and redeliver to OCWEB. It should be noted however that this is not standard practice.
c) A question was asked up above about whether the warranty had been voided by the act of part dismantling the grinder. RANCILIO confirmed that the warranty had been voided. Best practice would be to always make contact with your supplier before attempting to do anything with the equipment other than use and adjust externally.
d) as an aside....Rancilio noted there is a reason why the grinders are set up the way they are with the "stop" designed to stop the adjuster from going to the point where the grinding plates touch. Attempting to reset a grinder to a so called "true" zero voids the guarantee so if clients wish to do that, they may need to wait until after the guarantee has run its natural course.
These points are made in general as they would be of special interest to the wider membership of CS and in any case, a good outcome was achieved on this occasion.
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