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Thread: Bad grinder service - rant

  1. #1
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    Bad grinder service - rant

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    Ive had my mini mazzer grinder for about 5 years now. *Decided it was time to get it serviced. *All ive done in the past was vacuum it out, including unwinding the top disc off. *Didnt want to do a full service myself as I didnt have the burrs or any food grade grease.

    Anyway rang up saeco as the sticker was on my machine. *they recommended a company which serviced the machine end of last year. *IT WAS THE WORST SERVICE!!! it wasnt even a service!!! all they did was change the burrs!!! (which really didnt need to be changed). *I arrived just as they had finised up...asked them if they had regreased and cleaned out the grinder... they looked puzzled and said it didnt need to be. *The grinder was NOT cleaned out, threads were not regreased. *They charged me $185 just to unscrew the old burrs and put in new ones!

    I got hold of some food grade grease. *I have just unscrewed the burrs and there is at least 2mm thick of coffee grind sitting under both burrs!!!! * *How bad is that!?!?!?! *my burrs would not have been sitting flush/flat and probably worn out very fast.

    Just thought Id warn ppl out there....if they are using this company to "service" their work machines...

    Looks like nothing is done properly unless you do it yourself.

    mod edit- company name deleted to protect both parties. That information can be exchanged by PM if need be.

  2. #2
    TC
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    Re: Bad grinder service - rant

    Quote Originally Posted by 584F5E5845594F4D4B2A0 link=1262835394/0#0 date=1262835394
    Ive had my mini mazzer grinder for about 5 years now. *Decided it was time to get it serviced. *All ive done in the past was vacuum it out, including unwinding the top disc off. *Didnt want to do a full service myself as I didnt have the burrs or any food grade grease.

    Anyway rang up saeco as the sticker was on my machine. *they recommended a company which serviced the machine end of last year. *IT WAS THE WORST SERVICE!!! it wasnt even a service!!! all they did was change the burrs!!! (which really didnt need to be changed). *I arrived just as they had finised up...asked them if they had regreased and cleaned out the grinder... they looked puzzled and said it didnt need to be. *The grinder was NOT cleaned out, threads were not regreased. *They charged me $185 just to unscrew the old burrs and put in new ones!

    I got hold of some food grade grease. *I have just unscrewed the burrs and there is at least 2mm thick of coffee grind sitting under both burrs!!!! * *How bad is that!?!?!?! *my burrs would not have been sitting flush/flat and probably worn out very fast.

    Just thought Id warn ppl out there....if they are using this company to "service" their work machines...

    Looks like nothing is done properly unless you do it yourself.
    Perhaps you should have tried a sponsor? Alternately a simple job which you ultimately did yourself? CSers grinders generally dont need much in the way of cleaning because we all hate rancid coffee oils, dont we guys? *:-? ;)

  3. #3
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    Re: Bad grinder service - rant

    The dyson and my grinder are well aquainted. :)

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    Re: Bad grinder service - rant

    i thought it was a lot more complicated....as in having to get inside the grinder body itself and clean and regrease everything.

    after speaking to Chris (from talkcoffee) thought id give it a go. *My grind settings are more like what they were b4 the "service". *and at least with the new grease the adjustment disc is moving a lot easier.

    I still cant believe the service guy just screwed the new burrs on, on top of a layer of coffee grind!!!

  5. #5
    Senior Member GregWormald's Avatar
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    Re: Bad grinder service - rant

    I hope you complained long and loud!

    Is it too late to cancel the payment?

    Greg

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    Re: Bad grinder service - rant

    unfortunately waaaay to late to cancel payment :(

    and I dont think theres a point ringing up and complaining now...

  7. #7
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    Re: Bad grinder service - rant

    Was there an agreement up front as to what the service would entail?

    Sounds like them changing the burrs sorta took you by surprise?

  8. #8
    Sleep is overrated Thundergod's Avatar
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    Re: Bad grinder service - rant

    Quote Originally Posted by 253223253824323036570 link=1262835394/5#5 date=1262838418
    I dont think theres a point ringing up and complaining now
    Not true.
    Good management appreciates feedback.
    The fact that you wont be demanding a refund should impress upon them that its about constructive criticism.
    You never know what might happen.

  9. #9
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    Re: Bad grinder service - rant

    Maybe you should write a letter to them explaining your dissatisfaction with the service. Just keep to the facts. At lesat it with get it off your chest, and they might refund some of your money as a good will gesture.

    Worth a try.

    Im pretty picky with repairs and services. I really wish the person that is going to perform the service would speak to the customer personally beforehand. Everytime I get my car serviced I always wonder if the mechanic has actually understood what the problem with the car is having only recieved a bit of paper with instructions from the office. Mmmm.

  10. #10
    A_M
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    Re: Bad grinder service - rant

    Quote Originally Posted by 2E0301070A0B0F620 link=1262835394/8#8 date=1262840764
    Maybe you should write a letter to them explaining your dissatisfaction with the service. *Just keep to the facts. *At lesat it with get it off your chest, and they might refund some of your money as a good will gesture.

    Worth a try.

    Im pretty picky with repairs and services. *I really wish the person that is going to perform the service would speak to the customer personally beforehand. *Everytime I get my car serviced I always wonder if the mechanic has actually understood what the problem with the car is having only recieved a bit of paper with instructions from the office. *Mmmm.
    AND

    Quote Originally Posted by 360A170C060710050D06620 link=1262835394/7#7 date=1262840586
    Quote Originally Posted by 253223253824323036570 link=1262835394/5#5 date=1262838418
    I dont think theres a point ringing up and complaining now
    Not true.
    Good management appreciates feedback.
    The fact that you wont be demanding a refund should impress upon them that its about constructive criticism.
    You never know what might happen.
    Then on their Home page;

    "We are always aiming towards excellence and are committed to continuous improvement. It is our belief that only if we work together as a team and with passion can we reach this goal and increase customer satisfaction. All employees are an integral part of Saeco and contribute to the success of the company. We are guided by our values: integrity, positivity, customer focus, quality and teamwork. Everyone following them may rightfully say "I feel Saeco". "

    While I did not do a search for Certification... *My guess is that they will have it... Thus a Customer with feedback is what management is looking for...

    Do it formally, but with a non aggressive approach... You might even ask for their *NCR reference number as to your feedback and any time frames as to their investigations and findings *::) ::)

  11. #11
    Mal Dimal's Avatar
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    Re: Bad grinder service - rant

    Quote Originally Posted by 4C5B4A4C514D5B595F3E0 link=1262835394/3#3 date=1262838183
    i thought it was a lot more complicated....as in having to get inside the grinder body itself and clean and regrease everything.

    after speaking to Chris (from talkcoffee) thought id give it a go. *My grind settings are more like what they were b4 the "service". *and at least with the new grease the adjustment disc is moving a lot easier.

    I still cant believe the service guy just screwed the new burrs on, on top of a layer of coffee grind!!!
    Gday Andrew.... :)

    Actually mate, its far, far better to use powdered graphite as the lubricating medium for anywhere on a grinder where coffee particles are likely to become stuck to the grease. Its not recommended to use grease of any kind in this situation Im afraid.... :-?

    Mal.

  12. #12
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    Re: Bad grinder service - rant

    Will give saeco a call and ask who I can feed back too....or they might say to speak to the contractor directly I guess..... *So they are not part of saeco.

    I spoke to him and asked for the grinder to be serviced. *He did mention about changing the burrs...which Im okay with. *But what they did was just a part change....not a service. * Didnt even clean out the machine!

    Graphite powder??? is that food safe???

  13. #13
    Sleep is overrated Thundergod's Avatar
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    Re: Bad grinder service - rant

    Quote Originally Posted by 293E2F2934283E3C3A5B0 link=1262835394/11#11 date=1262921192
    Graphite powder??? is that food safe???
    Why wouldnt it be? I think its inert.
    Your food might taste a little gritty but if the graphite is really fine you probably wont notice. ;)
    You can get white graphite too it seems for lubricating things like chains for ovens (in case you dont like standard dark graphite).

    Teflons not safe under certain conditions, yet we cook with it.

    Oh, and remember who suggested the graphite. Mal. Need I say more? ::)

  14. #14
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    Re: Bad grinder service - rant

    Speaking (writing?) from experience:

    Sorry to hear about your problem but, did you know

    a) its not a good idea to post up something publicly unless you are prepared for the consequences

    b) very often people that start out as "the good guy" with a legitimate beef, end up making themselves "the bad guy" by the way they react to the problem

    c) its always best to work with your supplier OFF LINE to settle the problem

    d) professional suppliers given the chance to privately rectify a legitimate problem will usually do so and many will go the extra mile, appreciate the feedback, and upgrade their systems accordingly (thats a win/win)

    e) theres always 2 sides to the story

    f) 2 wrongs (the second being someone publicly slagging off about the other party) dont make it right

    g) it is not conducive to the other party offering any help even if the original beef was legit

    h) cancelling a payment (if it could be done) would result in a lot of trouble for the person doing the cancelling....seeing as works were performed, parts supplied and time spent.


    Hope its not too late to sort it amicably.


    And to TG goes my gong :) for best quote in the topic for his post that states:

    "Good management appreciates feedback.

    The fact that you wont be demanding a refund should impress upon them that its about constructive criticism.

    You never know what might happen".

    Regardz,
    Attilio
    very first CS site sponsor.



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