Originally posted by deegee
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There's a couple of things I want to say, just for balance.
Without going into specifics, they looked after me and I feel that their (5Senses) failing lies with communication, rather than customer service/focus as a whole.
These days, people expect an email response (even just an acknowledgement) within 24hrs, which I feel is fair but some businesses don't seem to grasp the importance of it. I sent them a tracking number; no response. package received, no ackowlegement, two days later I phone them and am immediately put through to the guy I need to speak to who informs me that they've already acted on it.
The problem is that these days you can't just trust a company to handle it, so unless I'm getting the updates (even if it's a one-sentence email) I'm assuming that it's not being handled.
As far as the Preciso goes, I'm going to make a bunch of educated guesses here and say that they might be roasters, first and foremost, who offer equipment that they feel does their primary product justice at whatever pricepoint and have decided to drop in Baratza's gear so that people who don't want to drop 900 bucks on a Mazzer have an option that will make fantastic coffee.
And the Preciso does contribute to amazing coffee; if mine hadn't kept breaking I would have kept it forever (I say this having moved to a K-6 and gotten better results with the Preciso, with f-all grind retention and a tiny footprint). Unfortunately IME they break, often.
If Baratza stregthened the required parts and chucked an extra hundred bucks on the RRP I think they'd do themselves a favour; at the moment I get the impression that they're innovating at the cost of sorting their models completely and expecting their consumers to be the beta-testers/fixers.
As a retailer, carrying such a machine must be a total PITA, and given how great they can be I hope that Five Senses keep carrying them because with a few spares and some know-how they probably represent the best ergos/performance
rice option around.

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