My dealings with WLL have always been totally satisfactory. I believe they have always done more than most online companies, and try harder than most.
Joseph A Worrall MD RDMS Fairbanks, Alaska -------------------------------------------------- From: "mariowar" <[email protected]> Sent: Sunday, July 12, 2009 7:26 AM To: "Brewtus" <[email protected]> Subject: Re: Ordering parts from Wholelattelove.com? CAVEAT EMPTOR > > > I just do not get it. > > WLL already accepted they made a mistake, and they even shared how > they would make sure this will not happen again, either you like it or > not. > > In addition to that, their CEO contacted you offering to exchange the > parts. > > You have been able to describe what happened to the last detail, why > don't you share what you think is a equitable proposal? > > I dot see the point of having them guessing what you want while you > scare their customers bashing them in this thread. > > Just my 2 cents. > > > > On 12 jul, 10:00, Michael Payne <[email protected]> wrote: >> 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- >> >> Ocultar texto de la cita - >> >> - Mostrar texto de la cita - > > > --~--~---------~--~----~------------~-------~--~----~ 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 -~----------~----~----~----~------~----~------~--~---
