Kudos to Chris' Coffee Service Department

[egghead]

I wanted to take a minute to recognize how helpful Jason, at Chris' Coffee was when I had an issue with my Vetrano. I noticed that it had developed a leak. I know nothing about how an espresso machine works, and am only reasonably "handy".

I sent a message that said something along the lines of "there is a big green cylinder that is leaking." My email was responded to within an hour, and within 3 emails, it was determined that some grit had gotten into the inlet solenoid, not allowing it to fully close.

Jason gave me the option of fixing it myself, and sent me a detailed Word document, explaining and illustrating exactly how to disassemble and clean the solenoid. It took all of about 1/2 hour to fix, and I am enjoying a shot of espresso as I type this.

I couldn't have asked for better assistance than this.

Kudos!

Larry

[espressme]

I wanted to take a minute to recognize how helpful Jason, at Chris' Coffee was when I had an issue with my Vetrano. I noticed that it had developed a leak. I know nothing about how an espresso machine works, and am only reasonably "handy".
I sent a message that said something along the lines of "there is a big green cylinder that is leaking." My email was responded to within an hour, and within 3 emails, it was determined that some grit had gotten into the inlet solenoid, not allowing it to fully close.
Jason gave me the option of fixing it myself, and sent me a detailed Word document, explaining and illustrating exactly how to disassemble and clean the solenoid. It took all of about 1/2 hour to fix, and I am enjoying a shot of espresso as I type this.
I couldn't have asked for better assistance than this.
Kudos!
Larry

It is always nice to hear of one of the majority of times that service is wonderful.
thank you
richard

[psycho_supreme]

it's always great to hear about good people helping good people, for the love of espresso!

seriously though, thats great customer service, and it's nice to hear.

- Matt

[imdickie]

The other day I went to make my morning Americano and noticed my machine was making some funny noises while the pump was on and the pump was turning on frequently. I thought it might need to be descaled. Seemed odd though because I have a good RO and filter system and the machine is less than a year old.

I read up a a few of the descaling threads to read up on the process and decided to pull the large bolt from the top of the group head to see if there was any scaling. Much as I thought there was no scaling at all around the seal. I put it all back together and turned it on again. This time the pump would not turn on at all.

I purchased my machine from Chirs' Coffee on Oct 17th of last year so I had about a month left on the warranty. I gave them a call and the operator said service as a bit backlogged and took my phone number down. I got a call back within 5 min. The technician said do this, do that, check this and said your pump is siezed. You have two options. I can send you a pump and you can put it in yourself or you can send the machine to us and we can do it for you. Well since he just walked me through how to get the pump off I had them send me one.

I am not really one to pay retail for things. I always hunt for the bigger better deal. In this instance there really wasn't a better way to get a espresso machine of the quality of the Vetrano other than pay retail and Chris' Coffee had the best reputation for dealers. Today I am a convert. When you are buying something as beautiful and intricate as a prosumer espresso machine retail is the only way to go. I cannot say enough good things about Chris' Coffee and the good people there. If I had it to do over again I would buy from them again and again.

[another_jim]

Chris started out as a coffee service to offices and cafes, and is used to "have it fixed by yesterday" servicing. This makes his business uniquely qualified to do mail order to coffee hobbyists who can do minor repairs themselves, but who need very competent over the phone troubleshooting and fast parts delivery. If you look at what he sells over the web, you can see he's decided to play to his strengths and not offer low end coffee gear to regular consumers.

I think many of the other on-line vendors have learned to deal with our community from Chris's example, and I for one am very grateful for the changes he's brought about.

[rusty]

I wanted to take a minute to recognize how helpful Jason, at Chris' Coffee was when I had an issue with my Vetrano. I noticed that it had developed a leak. I know nothing about how an espresso machine works, and am only reasonably "handy".

I sent a message that said something along the lines of "there is a big green cylinder that is leaking." My email was responded to within an hour, and within 3 emails, it was determined that some grit had gotten into the inlet solenoid, not allowing it to fully close.

Jason gave me the option of fixing it myself, and sent me a detailed Word document, explaining and illustrating exactly how to disassemble and clean the solenoid. It took all of about 1/2 hour to fix, and I am enjoying a shot of espresso as I type this.

I couldn't have asked for better assistance than this.

Kudos!

Larry

Do you have the directions still? I have the exact same problem with my Vetrano.

[mgrayson]

I also had great help from Chris Coffee's service department. My Andreja arrived beeping. The tech (Sorry, I can't remember his name) led me patiently through the checklist. Not the float. Not the float sensor. After taking the cover off and counting wires, it turned out that a connector had come loose in shipping. Problem fixed, and I learned how to take the cover off!

Oddly, I didn't have nearly the same response from sales. When I was purchasing my machine and grinder, I got about a 1 in 3 rate of response to emails and phone calls.

Great tech support, though

Matt