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Thread: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

  1. #1
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    Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    The course was due to start at 10:00am at the Medina Grande in Melbourne.*

    We were asked in the confirmation email to turn up 10 minutes early, I got there 20 minutes early and was the second person to arrive there.* The Medina staff told us that no-one from Sunbeam had turned up and that they normally get there at 8:30am to set up.

    Lots of machines on one bench, not plugged in or prepared.* Milk on ice (presumably set-up by the hotel) and water.
    Another 10 people turned up.
    I waited until 10:10am, left my name and phone number on the message pad and left.

    It was a pretty disappointing experience and doesnt speak very well of Sunbeams customer focus :(

    On the upside, I took the opportunity to go to Di Bella Coffee in North Melbourne to have, and buy some coffee. :)

  2. #2
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Thats a pretty terrible sounding experience, though I cant say that I understand how it feels.
    The Sunbeam course which I attended was both planned and run very smoothly.

    Did you manage to get in contact with Sunbeam?

  3. #3
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 343F272D3130323B31295E0 link=1304734243/1#1 date=1304748906
    The Sunbeam course which I attended was both planned and run very smoothly
    Ditto and there were two baristas there.

    Your experience, although very disappointing, may not necessarily reflect Sunbeams customer service focus. For all you know the barista may have been in a car accident on the way to the course. I would give them the benefit of the doubt until you hear back from Sunbeam.

    If Sunbeams response is poor, or worse, they dont get back to you at all, then by all means blast the heck out of them on here.

    One would hope that they offer you a place in the next available course AND give you some time of peace offering.

  4. #4
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 597B716C797B7F1E0 link=1304734243/0#0 date=1304734243
    It was a pretty disappointing experience and doesnt speak very well of Sunbeams customer focus
    I got a good indication of their customer focus.

    At about 1:30pm this afternoon, Greg Davis, Sunbeams coffee training co-ordinator called personally to apologise for the stuff up this morning.* He took full responsibility for what occurred (he said it was his fault for the no shows this morning).* I thanked him and told him that the personal apology was very much appreciated and it was more than I expected so soon after the events this morning.* Moreover, I told Greg that I thought it was very big of him to take full responsibility for the events this morning.

    Greg has naturally offered to get me on to another course, and he has extended the course to a partner at no additional cost along with some other bits and pieces.

    Whilst Im still disappointed at not being able to complete the class today, the response from Sunbeam has been swift, extremely professional and the humility displayed by Greg Davis was unexpected and refreshing.

    Overall, Im impressed, despite what occurred this morning and Sunbeams post sales customer focus is without question, and I was hasty to question it. :-[

  5. #5
    Super Moderator scoota_gal's Avatar
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Gant, that is awesome to hear that you have been well looked after. [smiley=thumbsup.gif]

    I hope that when you do get to do the training, you will get to have some fun and learn something in the process!

  6. #6
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Sometimes around here it gets really hard to correlate stuff...

    Check this out and the following comments...

    http://coffeesnobs.com.au/YaBB.pl?num=1301294820/430#417

    I think sometimes you have to cut some slack, as Gant has done. Also, have an opinion, stop swinging with the wind.

    Sunbeam - yes, no? Yes, no? Yes, no? arrrgh appliance!!

    Sheesh ::)

  7. #7
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 3D352D273A5E0 link=1304734243/5#5 date=1304766144
    Sometimes around here it gets really hard to correlate stuff...

    Check this out and the following comments...

    http://coffeesnobs.com.au/YaBB.pl?num=1301294820/430#417
    And so as to not to take quotes out of context, heres the rest of the explanation on this.... >:(

    http://coffeesnobs.com.au/YaBB.pl?nu...294820/430#420

    Mal.

  8. #8
    TC
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 333B232934500 link=1304734243/5#5 date=1304766144
    Sometimes around here it gets really hard to correlate stuff...
    Sometimes stuff just puzzles me. Im struggling to see how that has anything to do with the price of [s]sour grapes[/s], fish, sliced bread or this thread for that matter. ::)

    Gant ultimately received great service, and on the weekend as well. Its always good when the supplier/provider is at least given an opportunity to rectify things. Alls well etc....

  9. #9
    Super Moderator scoota_gal's Avatar
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 353D252F32560 link=1304734243/5#5 date=1304766144
    I think sometimes you have to cut some slack, as Gant has done. Also, have an opinion, stop swinging with the wind.
    I really dont know who youre talking to here. I will assume it is Not me. :-?

  10. #10
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 0A554D5B505B575E5E5D5D555956380 link=1304734243/7#7 date=1304804991
    and on the weekend as well.
    I was most impressed with this. I wasnt expecting a response until Monday, which would have been fine.
    The fact that a personal response was given, on the same (weekend) day impressed the hell out of me.

  11. #11
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Quote Originally Posted by 4D5D51514A5F61595F523E0 link=1304734243/4#4 date=1304762891
    I hope that when you do get to do the training, you will get to have some fun and learn something in the process!
    Thanks Scoota Gal,
    I have the desire to learn, having fun whilst learning ensures that whats taught sticks. ;)

  12. #12
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    It is often forgotten that the happiest and most loyal customers are those that have experienced problems and had them resolved professionally. Assuming the second course goes well, Im betting you will be happier than if the problem had never occurred and have a lot of faith that any future problems will be taken seriously

    As a former service manager, I am not at all surprised at the response, only that he actually knew about it and could resolve it before Monday.

  13. #13
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Gant, another thing just occurred to me. It is just a suggestion, but since you took the time to post here, you might also send a note to sunbeam telliing them about your experience. Most companies appreciate this sort of feedback. Just cutting and pasting what you wrote here would do. There is a contact us section on their web site.

  14. #14
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    Re: Disappointed, No Barista turned up for the Sunbeam coffee school this morning

    Behmor Brazen - $249 - Free Freight
    Quote Originally Posted by 2E2628202238382428204B0 link=1304734243/12#12 date=1304839370
    It is just a suggestion, but since you took the time to post here, you might also send a note to sunbeam telliing them about your experience.
    Hi Who Me,

    Thanks for the suggestion, it is done & done (both the negative and positive experience).

    Cheers,



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