Recently my Baratza Virtuoso developed a bump with each revolution of the burr. Upon disassembly I found the plastic drive gear to have a few teeth missing. I contacted Baratza to see if the part was available. The reply was to let me know that the part had been upgraded to a metal gear and that if I provided my mailing address they would send it right away. And they did. What I didn't know was that there is a procedure at the web site which would have told me that the nut and shaft was left hand threaded. As you can guess I stripped the nut and maybe the shaft (cannot remove the nut). I contacted Baratza again to order the part and Pierce from support replied that they were sending me the shaft and nut and to let him know how it went.

Needless to say I'm very impressed with the support at Baratza.
Robert

I forgot to mention that they did not charge me for my mistake.

I emailed Baratza support yesterday evening about my Preciso because of this...

...to my surprise they responded that same evening and wanted me to check a bunch of other things to be sure everything was functioning perfectly...after verifying everything else was fine they shipped out a replacement part right away.

I applaud customer service like that.