happycat wrote: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.

What's the point of this?

Barb received a fast response and hopefully is on her way to espresso bliss. It's the days of do it right this second or you have horrible customer service.

Criticisms, arguments or debates about how a vendor handled this particular customers issue will be result in yet another thread lock.

The customer had a problem, she contacted the vendor. The vendor addressed her concerns in a very timely manner. No further debate is needed. At this point, the only utility of this thread is if the step by step instructions she was given were shared so others might find it in the future.

HG one wrote: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.

I obviously didn't read this carefully. I really question how could this be my fault, or my system's fault. This is not 1999. I've been using this thing called "The Internet" since Al Gore invented it . My work relies heavily on using hi-end computer systems, so I'm very familiar with how to protect my systems without compromising web connection in any way.

Like most of society nowadays, I do a lot of work online. I've never heard such a thing! In my 20 years of using this thing called The Internet, it is the first time somebody puts the blame on the sender for a message that was not received. In my experience, when a message is not received is typically because of "an overzealous spam filter" at the RECEIVING end.

Instead of apologizing and inviting the customer, who by the way is very happy with the HG-One and only speaks highly of the HG-One, to resend the question, HG-One blames the customer for an "overzealous spam filter".

I don't know how to explain this behavior: too much coffee?

HG one wrote:...but rather an overzealous spam filter on the user's part.

Not to drag the thread off topic, but for those following this thread, sites can employ techniques on their end to reduce the chances of their outgoing e-mail being flagged as spam (e.g., DomainKeys Identified Mail (DKIM)). If your e-mail to Barb was indeed flagged as spam, request a copy of it including the headers (Received-SPF / Authentication-Results / DKIM-Signature) and your friendly tech support should be able to figure out why and avoid it in the future.

kofi wrote:I don't know how to explain this behavior: too much coffee?

And now would be a good time to remind everyone of the Public complaints about customer service section of the Guidelines for productive online discussion. I believe we've covered most of the 6 steps and recommend we move along. Thanks.

HB wrote:Not to drag the thread off topic, but for those following this thread, sites can employ techniques on their end to reduce the chances of their outgoing e-mail being flagged as spam (e.g., DomainKeys Identified Mail (DKIM)). If your e-mail to Barb was indeed flagged as spam, request a copy of it including the headers (Received-SPF / Authentication-Results / DKIM-Signature) and your friendly tech support should be able to figure out why and avoid it in the future.

Thanks for chiming in. I'm aware of DKIM, but the site I used to send my message was HG-One's own website, with their own form. I was also using my own computers, not any company's computer. I don't have any filter for outgoing traffic besides what's default. Hence, my comments above.

I agree that we should go back to topic. Barb, please let us know what the problem was and how it was solved. Thanks!

kofi wrote: Barb, please let us know what the problem was and how it was solved. Thanks!

Yes. Please. Thanks!

Ditto, let's close this thread with a resolution / fix!

Let's keep freedom of speech going, let's not fill this thread with anything other than constructive help, and let's help Barb solve the issue at hand.

First and foremost I concur with all who asked to avoid finger pointing away from this forum

I apologize to HG and all. I, was anxious.
I made(for me) a very expensive purchase, fell in love with the grinder as soon as I unpacked it(It is pretty in a mechanical way) and started working with it and then a problem. I lost my cool.. forgot that apart from death, nothig is un resolvable
I also was extra anxious because I had no place to vent. Ordinarily, as with fender benders etc, I can groan and moan with hubby and family. In this case I could not say anything to my dunkin do-nots coffee drinking family members and friends about a $1000 grinder <g>.

For all, Craig emailed, I spoke with him on the phone last night, good conversation- charming gentleman,and my anxiety was gone in a flash.
All is well.I also got a good tips from Chris.GOOD SUPPORT!

Thanks all for your support....Good folk here!
I am putting this to bed...putting my newbie energies into working on my skills with my Silvia, getting ready for the upgrade I intend

That's really great! I'm glad it's all resolved. The HG-One design is extremely simple and very easy to troubleshoot.

Do you notice the taste difference with the HG-One?