FYI to ShawnSheep
turning the flywheel in reverse only turns the inner burr.Does not impact the outer burr

well the outer burr is fixed. If it wasn't then the burrs wouldn't work. what I mentioned loosens the outer burr from its fixed position (http://hg-one.com/the-hg-one-grinder/ca ... alignment/). I don't think they updated the videos because not much has changed. The only thing different is the planar screws on the bottom I think.

The center screw on the bottom of the inner burr might just need some more torque to get loose.

Barb wrote:Went to turn the Burr mount which had been nicely mobile earlier
I could not move the Burr mount.

Are you able to lift up the locking ring?

http://hg-one.com/wp-content/uploads/20 ... e-B-v2.jpg

brianl wrote:I just had to disagree to this post. I had an issue at 11pm on a Saturday night and Craig was able to help me. Outstanding guys over there.

+1 I've emailed them a few times and either heard back quickly via email or a phone call from Craig. Great customer service experience.

We just got a call from one of our customers saying there's a thread active in regards to our grinder. We don't frequent this forum as much as we'd like, simply because we have a lot going on and direct communication seems to work best, specifically through the contact form on our website.

To note, we go out of our way to reply to everyone's email, not matter how big or small the issue is, and we take exception to anyone questioning that. If a message has "fallen through the cracks" I'd say 10 times out of 10 the issue might not be us not returning correspondence, but rather an overzealous spam filter on the user's part.

Barbara, we got your email last night and replied to you at 9:59am PST.

Please PM me directly and we'll happily send you an email address where you can contact us directly.

Everyone, thanks for the words of support.

Thanks, All
Paul, Craig :HG
Thanks, I don't see all my email at work : I was checking and did not see
Very grateful for your reply as I need help

You can email me
" Content removed by moderator to avoid her getting spammed"


BTW, the locking ring lifts , the flywheel turns...
It is a beautiful grinder

I'm glad to know that HG-One takes customer service very seriously. Perhaps the human authentication feature in the HG-One website should be changed to a CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) form, which is an industry-standard feature to avoid Spambots. This should increase the likelihood that an email sent to their address is from a valuable customer.

The 12+48 form feature may not be as robust as the CAPTCHA form since the answer to the question is always the same.

It's the customer's spam filters that are being referenced, not HG-One's as being over-zealous. Lately spam bots have gotten better at deciphering CAPTCHAs than humans, I often have to request multiple different CAPTCHAs until I get one I can read.

Lately spam bots have gotten better at deciphering CAPTCHAs than humans, I often have to request multiple different CAPTCHAs until I get one I can read

This is so true.

Most email filters will let pass through email addresses already in one's system. So if HG-One has each customer's email in their system, the email spam filter should be able to let those emails go through.

In any case, they should look into making sure that customers have a hassel-free way to contact HG-One in case a customer has a problem or just a simple question. For instance, if spam is an issue, and they don't want to invest in a lot of spam protection, each customer should receive a customer service contact email address with their receipt.

When I buy from WLL, (or any other online coffee equipment retailer I know of), I get a customer service weblink, a phone number and a direct email address with the email receipt. All this redundancy is to make sure their customers can contact them regardless what form of communication they have access to.

HG one wrote: we take exception to anyone questioning that. If a message has "fallen through the cracks" I'd say 10 times out of 10 the issue might not be us not returning correspondence, but rather an overzealous spam filter on the user's part.
.

You failed to acknowledge the other customer's poor experience regardless of how it happened, publicly expressed offence making it personal when it was not, and publicly blamed the unhappy customer by default. A wonderfully ironic way to claim superior customer service.

The trick is to acknowledge the situation. The customer's perspective is their reality. A breakdown occurred and that is bad for everyone. The issue is not who to blame but how to turn a negative situation into a positive one that makes you look humble and concerned.