Ken, You state: "P.S. For those who are wondering why I am choosing to air this laundry in public, I do so because, while the machine is quite good, WLL is the only game in town for its purchase. Those customers who are coming after me deserve to have the opportunity to see how their problems will or will not be addressed have if they choose to purchase this machine or whether they should consider a non-proprietary, more widely distributed machine with options to purchase from a multiplicity of dealers." This strikes me as disingenous. Are you kidding? You want us to believe you are acting on behalf of the public as they shop for high-end espresso machines? You're just pissed because something happened that you don't like and there was not the level of customer service you want in response. It has nothing to do with the public. It's all about you. I cannot disagree that WLL could have handled it better on the front end. I think that is self-evident. But it sounds like they are handling it well on the back-end, and you aren't very accepting of their approach (and probably won't be). How you are handling this, by airing emails that have no place on this forum (between an individual and company representatives who are engaged, essentially, in "doing business") is no better, and lends no credibility to your point of view in the matter. It does the public no good. I hope it makes you feel better though. WLL may have screwed up, but I see no reason to question their long-term commitment to backing up the products they sell - particularly the Brewtus machines. They are offering to fix the problems you experienced and make you whole. But again, this "conversation" between you and WLL has no place in this forum. If you really want to help the public, focus on radiology, and try not to let a broken espresso machine ruin your life.
> Date: Sun, 12 Jul 2009 07:28:42 -0700 > Subject: Re: Ordering parts from Wholelattelove.com? CAVEAT EMPTOR > From: [email protected] > To: [email protected] > > > Todd and Gary, > > First of all, Gary, I do not keep phone records of my calls to your > tech support. I suppose I should, but I just am not that organized. > (Do you not have your employees keep records of their activities so > that you can monitor the problems you are having? Is that the > customer's responsibility?) I do believe, however, that I informed > Todd of the extension number. The situation was as follows: I am a > radiologist. I was talking to the fellow at tech support about my > problem when one of the technologists came to tell me that a patient > was having a reaction to contrast that had been given to her. I told > the person at tech support to keep the notes of what we had spoken > about ( I was in the midst of giving my credit card info) and that I > would call back to complete the order in a few minutes, which I did > and that was the first voicemail that I left. (I probably have the > name and extension floating around on my desk somewhere.) And my > recollection is that I had left three voicemails, none of which was > returned over a two day period (it was a Thursday and a Friday and I > was hoping to have the parts shipped ASAP, as our morning espresso is > as much a part of our routine at home as brushing our teeth, so I > wanted to receive the parts as soon as possible). I wrote an email to > Todd over the weekend (I had seen his name on the board here and when > I first had a problem with B I years ago, he was helpful), hoping that > he would see it on Monday. He responded over the weekend, and the > first post details what happened from there. > > I see three places where service failed: > > 1, I left three voicemails to the same person, none of which received > a response. When I finally heard from the person, it was after he had > spoken with Todd the next week and all he said was that he was busy. > Well, you know, I am busy, too, and when I am, I call people to tell > them I am busy, I received their message, and I will get back to > them. > 2. The second failure was, I suspect, poor training in your shipping > department compounded by poor supervision. I am not impressed by your > statement that the person was disciplined. I would have been more > impressed if you said that you had not realized that there was such a > failure in service in your shipping department and that steps would be > taken to remedy that. > 3. The last failure was of any acknowledgment from Todd that he had > received my complaint after he received my email. Frankly, I was > surprised to hear nothing, as his initial response was very > encouraging and comforting. The lack of response after the purchase > led me to believe that I was not not taken seriously once the money > was in your bank. My email signature has my office phone, my cell > phone, my fax, and, of course, my email address. None of those were > utilized to contact me to discuss whether my complaints were valid or > whether I was just considered a whack-job. > > Now comes the real issue and that is what to do about the parts; I > have just returned from a 10 day vacation, so the parts have yet to be > installed. The pump and pressurestat have bounced their way 3000 > miles across country. I look forward to probably a couple of hour job > replacing them after I remove the extra insulation which I had > carefully placed inside years ago. My expectation was that I would be > replacing my old parts with new ones, but now there is a large > question mark about whether a 3000 mile voyage with minimal, if any, > protection has damaged those parts. I don't want to find that any of > the parts has failed after 12 months and receive a response that > basically says they are out of warranty, sorry buddy... > > I look forward to what you think is an equitable proposal. > > Thanks > Ken Krone > > P.S. For those who are wondering why I am choosing to air this > laundry in public, I do so because, while the machine is quite good, > WLL is the only game in town for its purchase. Those customers who > are coming after me deserve to have the opportunity to see how their > problems will or will not be addressed have if they choose to purchase > this machine or whether they should consider a non-proprietary, more > widely distributed machine with options to purchase from a > multiplicity of dealers. > > > > > > > On Jul 11, 6:25 am, "Todd Salzman" <[email protected]> wrote: > > 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 > > > > > > > > > > > > [ Attached Message ]From:ken k <[email protected]>To:Brewtus > > <[email protected]>Date:Fri, 10 Jul 2009 06:21:17 -0700 > > (PDT)Local:Fri, Jul 10 2009 6:21 amSubject:Ordering parts from > > Wholelattelove.com? CAVEAT EMPTOR > > > > 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 > > > > > _________________________________________________________________ Windows Live™ SkyDrive™: Get 25 GB of free online storage. http://windowslive.com/online/skydrive?ocid=TXT_TAGLM_WL_SD_25GB_062009 --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Brewtus" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/brewtus?hl=en -~----------~----~----~----~------~----~------~--~---
