Conclusion
To complete the picture on this one:
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.
All the best,
A.
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Rocky is Locky?
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Re: Rocky is Locky?
Yup yup yup yup yup yup....
You blokes have me confused with that other Attilio, the one thats running amuck in the milk industry! ;D
Rgdz,
A.
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Re: Rocky is Locky?
Originally posted by 4E6F646463790A0 link=1277618145/19#19 date=1278319447Jon. wrote on Today at 18:25:
Full marks to Attilio and Cosmorex.
I dont know about that. I think Attilio may be slipping. Fancy not sending the milk!
UHT could have been included
;D
:
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Re: Rocky is Locky?
Originally posted by 7F73677572300 link=1277618145/17#17 date=1278317678Today Cosmorex personally warranted the unit with a replacement, delivery and free bag of coffee.
I raced home and found the right grind, poured the shot.....perfect...
Went to the fridge and we had no milk!!!!
Thanks to Cosmorex for their efforts.I dont know about that. I think Attilio may be slipping. Fancy not sending the milk! ;DOriginally posted by 69555C4451300 link=1277618145/18#18 date=1278318304Full marks to Attilio and Cosmorex.
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Re: Rocky is Locky?
What a great outcome, as they say, alls well that ends well.Originally posted by 101C081A1D5F0 link=1277618145/17#17 date=1278317678Today Cosmorex personally warranted the unit with a replacement, delivery and free bag of coffee.
I raced home and found the right grind, poured the shot.....perfect...
Went to the fridge and we had no milk!!!!
Thanks to Cosmorex for their efforts.
Full marks to Attilio and Cosmorex.
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Re: Rocky is Locky?
Today Cosmorex personally warranted the unit with a replacement, delivery and free bag of coffee.
I raced home and found the right grind, poured the shot.....perfect...
Went to the fridge and we had no milk!!!!
Thanks to Cosmorex for their efforts.
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Re: Rocky is Locky?
Just an update after a week. Still waiting on a resolution from Cosmorex in Canberra.........
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Re: Rocky is Locky?
Just have to find a cost effective way of returning it... spoke to Michael.
Thankz
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Re: Rocky is Locky?
Then you need go no further. Please bring it in!
Regardz,
A
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Re: Rocky is Locky?
Hello OCWEB.
The chain of command in properly servicing your needs starts by you contacting your retailer, & if he is unable to help he will direct the enquiry to the appropriate service agent in your area or importer.
Regardz,
Attilio.
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Re: Rocky is Locky?
I certainly hope this will be the case when I ring you this morning. Hopefully removing the hopper and rotating the carrier through 30 degrees wont qualify as "client caused".Originally posted by 27130412093E220E07070404610 link=1277618145/10#10 date=1277638033I suggest having the inconvenience rectified, and enjoying your grinder from the outside, rather than from the inside
Note to all this is why I bought all my equipment so far ~$2300 from a local supplier vs eBay and the like.
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Re: Rocky is Locky?
Hello OCWEB:Originally posted by 5D51455750120 link=1277618145/0#0 date=1277618145Hi all...Two days old...decided to look into the beast and check the true zero....
...problems of the slop requiring the use of teflon tape to hold the upper carrier firmly....is my warranty voided?...
If it is one of my companys Rancilio imports (ie. equipment my company carries warranty for) you *probably* havent voided your warranty and that can be checked when the client caused problem is rectified for you.
However, as you would expect the client caused probem is a chargable repair.
Whilst some like to see if the zero on the dial is a "true" zero as in where the plates touch, it is actually irrelevant. The grinder setting for your beans & machine is wherever you find it no matter the number.
Re your comment ...problems of the slop requiring the use of teflon tape to hold the upper carrier firmly.......Please dont believe everything you read in cyberspace! There can be no "slop" while the equipment is operating under load, even if there was with grinder empty.
I suggest having the inconvenience rectified, and enjoying your grinder from the outside, rather than from the inside
Regardz,
Attilio
very first CS site sponsor.
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Re: Rocky is Locky?
For what its worth one of mine had a bent screw as well he other was straight.
I ended up replacing the bent screw and it seemed okay - but a bit closer to thru Zero! I tested it very carefully!!!
D
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Re: Rocky is Locky?
Thanks for that barrel. Thought that might be the case.... made me feel a bit better ... :-[
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