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Be warned about Sunbeam

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  • #31
    Re: Be warned about Sunbeam

    Originally posted by Flo link=1170029626/15#29 date=1170134597
    The other thing to note is that if you had a reputation within a fairly small industry, would you be wanting to have your name associated with a product or company that could potentially damage your credibility? I dont think so and I dont think Paul does/did either. Reputations are hard to earn but easy to lose...
    Flo....
    Its all about money .... and I suspect lots of it!

    If you are famous and can make a lot out of endorsement (especially if your fame didnt - or wont continue - to earn you similar money) ..... then prostitute your good name and values....

    Heaps of people do it. Firms pay big money to use someones name - and its not their fault (the firm paying or the person accepting the payment) but ours - because we say it must be good...because it is endorsed by .......

    Everyone has a price for their name and their beliefs..... Maybe, just maybe, in this case Paul had faith in the fact Sunbeam wouldnt let him down...... well the rest is history!

    Comment


    • #32
      Re: Be warned about Sunbeam

      Originally posted by JavaB link=1170029626/30#30 date=1170135173
      Flo....
      Its all about money .... and I suspect lots of it!

      Everyone has a price for their name and their beliefs..... Maybe, just maybe, in this case Paul had faith in the fact Sunbeam wouldnt let him down...... well the rest is history!
      Quite possibly.. like I said, I was being devils advocate. I dont have a sunbeam machine or grinder and so I have only read of others misfortunes online.

      In the case of Paul, I neither know him nor met him. But...he did win a major competition and therefore knows a thing or two about coffee. Perhaps had he known then what he knows now, he may have reconsidered his position...who knows? I just hate to see someone slagged because of something beyond their control. I think the manufacturer let more than a few people down, not the least of which is Paul Bassett. Just my 2c...

      Comment


      • #33
        Re: Be warned about Sunbeam

        Originally posted by Flo link=1170029626/30#31 date=1170136076

        In the case of Paul, I neither know him nor met him. But...he did win a major competition and therefore knows a thing or two about coffee. Perhaps had he known then what he knows now, he may have reconsidered his position...who knows? I just hate to see someone slagged because of something beyond their control. I think the manufacturer let more than a few people down, not the least of which is Paul Bassett. Just my 2c...
        Yep, I dont think it is in any way shape or form Pauls fault (and I dont know him either).

        Paul knows how to make great coffee - no argument, he knows how to choose a machine (which someone else engineered and built) to make that great coffee..... again no argument.

        But it doesnt mean he (or Sunbeam) know how to BUILD a good - let alone great machine. He knows the sorts of things which are required.... but I would be amazed if he knew how to engineer them.... and if that was being done properly....

        Ill guarantee very few of the worlds greatest sports people know how to make great tennis rackets, soccer balls, surfboards or what ever their "hardware" is. Few world champion racing car drivers would know how to engineer a great car..... but they are frequently called upon to endorse these products- at least in this case its the ones which were actually used when they rose to fame.

        Why do we, the consumers, assume the World Barista Champion - who by definition can make the greatest coffee - knows how to make a coffee machine - but we do - and Sunbeam knows it!

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        • #34
          Re: Be warned about Sunbeam

          Flo, I dont see that I in any way "slagged" Paul Bassett. I was making a comment about endorsements in general, and the Sunbeam endorsement in particular.

          Comment


          • #35
            Re: Be warned about Sunbeam

            In view of the last few posts I will say that in the world of bagpipes, some of the best solo players have come out with reeds for the instrument that are claimed to be you-beaut and when you say that are good but not the best, people get on your back REAL quick saying "oh but he/she is world no 1/2/...". You will have to excuse me for asking for a copy of their musical acosutics qualification to prove it, but by doing that your name very quickly becomes mud. Typical yanks though.

            I wonder, is Paul Basset an Engineer or Fluid Dynamicist? Somehow I doubt it so he might have said "I want twin thermoblock", but you can bet your bottom dollar he would not have a clue on how to design or integrate such a thing.

            Its probably like good old Homer who wanted "rack and peanut" steering - he knew the buzzwords but really, he didnt care because he probably wasnt going to buy the car he helped design......

            At the end of the day though, does anybody see Paul Basset within a country mile of a Sunbeam machine? I think he would probably run the other way. When Toll comes back to my front door with my (repaired) EM6900, I do not know whether I will give thanks or curse and slam the door !

            DrT

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            • #36
              Re: Be warned about Sunbeam

              Originally posted by Viviane link=1170029626/30#33 date=1170137746
              Flo, I dont see that I in any way "slagged" Paul Bassett.
              I dont believe that I said you did.

              Comment


              • #37
                Re: Be warned about Sunbeam

                Anyway, this whole endorsement thing is a bit of a side track and doesnt address the QC and customer service issues that apparently plague Sunbeam. I sincerely hope that those who own these machines enjoy many trouble free years of service, and,  should the unthinkable happen and the machine goes to the pack, then Sunbeams customer service clicks into gear with the efficiency of a well oiled machine...

                Comment


                • #38
                  Re: Be warned about Sunbeam

                  Good posts Flo... Agree totally...

                  Just to clear the air about the Endorsing gig... Paul Bassett was brought on as a consultant - NOT a designer or Engineer. It is NOT his place to QC the machine - The is Sunbeams responsibility... Sure, he may have sold his name (nothing uncommon here - we sell our time everyday at work) - but really the only "known" concerns has been with this new direction of Machines.. IE... EM6900/\/EM6910/\/EM0480 ... I havent "known" (I stand corrected if need be) of any major issues with the "lower" model machines they produce... Call it growing pains if you will... unnecessary as it is...

                  Comment


                  • #39
                    Re: Be warned about Sunbeam

                    Originally posted by marcstolk link=1170029626/30#37 date=1170196180
                    [snip]  ...  I havent "known" (I stand corrected if need be) of any major issues with the "lower" model machines they produce...  
                    Oh I can state with certainty that they have similar QC issues with the lower class machines.
                    We know 3 people with a Cafe Crema (around $200) and they all had to go back within 12 months. One of them went back 3 times. Cant remember if they were all technically within warranty, but I think Sunbeam did the right thing each time and fixed it gratis.

                    On a kind of related note, I was surpriused to see whilst looking at the Sunbeam website, that they reckon they have the name Cafe Latte trademarked (or it might just be the word Cafe they think they have trademarked). I thought that was odd.

                    Brett.

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                    • #40
                      Re: Be warned about Sunbeam

                      I stand corrected then ;-)

                      Comment


                      • #41
                        Re: Be warned about Sunbeam

                        Originally posted by varanid99 link=1170029626/0#4 date=1170043721
                        Didnt Paul Bassett do an infomercial for Current Affair a couple of years ago? Surely they wouldnt want their show to be associated with a recommendation for a dodgy consumer product, would they?

                        Blimey. What have I started here?

                        I guess the point I was trying to make wasnt so much that Paul Bassett has sold out, or lost credibility, or himself built a dodgy machine, or eats babies, or whatever....

                        The thing that irked me was from the journalistic integrity point of view (and I know that those are two words that shouldnt be associated with such shows. A Current Affair and Today Tonight are always exposing what they see as dodgy operators, or doing product comaprisons a la Choice magazine. But in this case, theyve basically done a bit of advertising for Sunbeam, in the guise of a story, and pretty much recommended the new whiz-bang Sunbeam machine.

                        The fact that ths 6900 falls apart most times that it actually gets touched by somebody could, under other circumstances, be the topic of one of their consumer watch type stories.

                        Remember what they did to the Paxtons?


                        And as for QC of low-end machines, well, yeah, Ive had the self-destruct pf handle, but I wasnt expecting fantastic build quality for a sub-$200 machine (I think through the factory outlet it was $120, so for that, you wouldnt expect it to be much sturdier than a plunger!), and I was probably pushing it beyond its limits (but, funnily enough, doing exactly what they told me in the course). They did send me out a new bit next day though.
                        But if Id paid $600+, Id expect build quality of a much better machine....

                        Comment


                        • #42
                          Re: Be warned about Sunbeam

                          Originally posted by varanid99 link=1170029626/30#40 date=1170203901
                          But if Id paid $600+, Id expect build quality of a much better machine....
                          As say the consumer laws.

                          Comment


                          • #43
                            Re: Be warned about Sunbeam

                            On a positive side of customer service, this is what has happened to me in the last 12 (yes 12) hours  regarding an issue I had with a broken Jamie Oliver flavour shaker.


                            From: cindy XXXXXXXX
                            Sent: 30 January 2007 12:31
                            To: Babs McMillan
                            Subject: Flavour Shaker in Australia.

                            To whom it may concern,

                            I Posted the following on the Jamie Oliver forum today. It is an explanation of my experience today when enquiring about what to do about my broken Flavour Shaker.

                            "Today I rang the company that distributes the flavour shaker here in Australia (McPhersons Australia), to ask  what I could do about my broken flavour shaker. I also enquired about the new stainless steel model and when it would be available in Australia. I was told that they did not know when - or even if this was happening.

                            That didnt bother me too much.

                            I explained to the young lady on the phone (Tatiana) that the plastic rim broke the fourth time I had used it. I also explained that I used the flavour shaker properly and it just fell apart in my hands.

                            The shop I bought my flavour shaker from is temporarily closed so I asked if I could send my broken flavour shaker to them instead. The young woman put me on hold and came back and told me I really should return it to the shop I bought it from, but if I couldnt, then I could mail it to them and they would assess it but could not guarantee they would send me a replacement.

                            I was gobsmacked. The product is faulty. I pointed out that I was using it for the fourth time when it broke. I was using it correctly at the time it broke and they need to assess it and decide whether they wanted to send me a replacement?? I was very polite when I said this and then I just hung up.

                            Not happy. I really do not want another plastic flavour shaker, I would have been happy to pay the difference (and postage) for a stainless steel model (which I explained) and these people do not really want to help me out."


                            I would appreciate it if you could help me in regards to knowing when the stainless steel model will be available in Australia. I do not really want a replacement plastic model as it seems the plastic rim has a tendency to break.

                            Thankyou very much

                            Cindy XXXXX



                            Their reply

                            Hello Cindy

                            I have received your email regarding your Jamie Oliver Flavour Shaker.

                            Please accept my apologies for the problems you have experienced and assure you that we take complaints very seriously as we put every effort into maintaining high standards of design, quality and function of our products.

                            Unfortunately we are not yet in a position to inform you of the arrival of the Stainless Steel version in Australia but if you give me your address I will be happy to send you one as a replacement.

                            I have passed your comments to our International Team who will be speaking to our distributor in Australia.  The level of customer care afforded  to you was totally unacceptable and was not up to the standard that we practice here in the UK.

                            I look forward to hearing from you.

                            With kind regards

                            Babs McMillan
                            Consumer Relations
                            William Levene Ltd
                            Bridge House
                            Eelmoor Road
                            Farnborough
                            Hants     GU14 7UE

                            PLEASE NOTE: When replying to an email, please always attach previous correspondence to facilitate a prompt reply, thank you.


                            The truth is, I received this reply at 9am this morning (when I checked my mail) after I sent it at 1100 last night. My inbox shows that the reply was there at 1230am. i am very impressed and looking forward to getting my replacement upgraded flavour shaker.

                            I very rarely write letters of complaint about poor customer service, I just do not buy from that business again. This has changed lately with the increasing levels of poor customer service. I am more inclined to let people know if I am happy with good customer service as I believe that praise is more beneficial to a business than criticism.


                            Comment


                            • #44
                              Re: Be warned about Sunbeam

                              Lucinda - STOP BRAGGING !!!!

                              We all know some companies are better than others when dealing with customers and for those who may doubt it, this is just one example to affirm it.

                              I too would rather just bite the bullet and not complain about various things - its not my nature, but when it rains it pours !

                              You want good customer service? A chap in the USA that purchased a set of McCallum bagpipes from Kilmarnock in Scotland had almost all of the wood crack or warp due to climatic variation (he was in texas after all) and the company sent him a NEW set of the model two rungs up the ladder, i.e. his cost, $2000, the replacement have a value of $3000! He got to keep the old set too - the manufacturer did not even want to see the damage and so he had a spare bag, spare reeds, spare this and spare that amounting to probably $1000. Thats customer service gone wild, and this company would turn over FAR less profit than our favourite manufacturer at the moment.

                              Are you getting the message Sunbeam?

                              DrT

                              Comment


                              • #45
                                Re: Be warned about Sunbeam

                                Okay Ill stop bragging, believe me I was surprised at the response I got too.

                                Maybe you do need to go to Today Tonight or somebody because they do actually get results most of the time. Or you need to send a few letters or emails to somebody higher up the ladder, that is what I ended up doing and I did get a good response. Many a time I have found the middle level managers are the idiots because they have stepped over the good workers and are too busy covering their incompetant asses to give decent service.

                                The higher level people usually act fast to prevent any bad customer relations and because they actually do care about the customer.

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