I have a new reason to appreciate Baratza. Last year when I was trying to
Solis grinder I broke the adjusting Mechanism inside, I called Josie and she
sent me a new one free of charge, overnight too! They also sent me the top
hopper free of charge one time. They are a great company to deal with!
I contrast this with my recent experience with Coffee Kinetics, and this is
has caused me to praise Baratza publicly. The handle on the roast chamber
for the Coffee Kinetics roaster is made of Pear wood. The handle broke on
me the other day, causing the bottom of the roast chamber to fall off,
spilling a load of Columbian. :( I called Coffee Kinetics and asked about a
new handle. I was told $20 to $30 for a new one. For a 6" piece of curved
wood with holes and slits at both ends! Still, although it seems like a
lot, that's the price and I can't fault them for what they choose to charge.
But it does make Baratza stand out like a beacon in the night! I bought a
$130 grinder from them, broke it myself and they refused to accept payment
for the parts, plus they shipped them overnight at their expense.
On the other hand I bought a $3500 roaster from C.K. and the poorly
designed handle finally cracked and broke. Too much heat on wood that is
cut, drilled and supporting a lot of weight. (the first unit I received had
to be returned because the handle had split in shipping). Now I am waiting
to receive my $30, 6" piece of wood, which is being shipped ground UPS and
according to the tracking page has not even left WA yet!
Kudos to Tom for his choice in dealing with Baratza.
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