Hi Ken,
I'm sorry I did not respond to your complaint e mail but it was taken
seriously. I immediately took a copy of it back to the shipping department and
the problem area was found and corrected.
Do you have any parts that were in the box that you suspect were damaged even
in the slightest? I of course would be more than happy to replace anything
that you are not comfortable with.
Let me know.
Todd
-----Original Message-----
From: "ken k" [[email protected]]
Date: 07/11/2009 06:45 AM
To: "Brewtus"
Subject: Re: Ordering parts from Wholelattelove.com? CAVEAT EMPTOR
Note: Original message sent as attachment
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--- Begin Message ---
I was having a problem a few weeks ago with my Brewtus I and called
tech support. In the middle of the order I was called to see a
patient who was in a bit of distress and requested the extension of
the person with whom I was speaking. Three voicemails later over two
days and the parts went unordered into the weekend. I wrote an email
to Todd hoping that there would be a response by Monday, but he
actually emailed over the weekend. He oversaw the ordering of the
correct parts and even connected a few of them together prior to
shipment.
I have to assume that was the last of his attention, because the parts
arrived with the least attention to packing that I had seen since I
ordered a hard drive from Tiger Direct and it came floating around in
a large box with 3 or 4 little air pillows. Well, my $150 in parts
must have been packed by the same cretin who packed the hard drive
because the pump, pressurestat, and other parts were basically loose
in the box, covered by a few of those air pillows. I could hear the
parts bouncing into each other when my mail staff delivered the box.
The parts had been bouncing around in a truck from New York to
California when, with about 20 cents worth of bubble wrap and 3
minutes, they could have been protected from the trip. And for as
attentive as Todd had been prior to the order, he offered NO
consolation or acknowledgement after I registered my complaint.
If you are ordering parts from them, ask what it takes to have them
packed properly. I made the mistake of assuming that some care would
be taken, and, boy, was I wrong. It certainly does not leave a good
taste in my mouth, so to speak.
Ken K
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