Hi all,

Newbie here trying to get my old La Pavoni going.
I placed an order with Orphan on March 26th for a bunch of parts. I also exchanged emails about getting a new(old) element for my machine with Doug.
I got a prompt email acknowledging my order but not a peep since. My payment was processed. I have left emails and voice mail. I use their "contact us" feature on their site to send messages. I have checked my spam and nothing there either.

Am I just too impatient? I have no problem waiting...but I'd like to know something is in the works.
I don't post this in order to "call anyone out" I just want to know if this is typical. I understand this is a small business and I don't want to be seen as a PITA customer.

Thanks

Paul

I and everyone here can guarantee that OE is some of the most reputable companies in the business! They are probably busy with their new hand grinder ... I understand that you want your stuff but do not worry!

Hello Paul, the seals for your Co-Fer have been out of stock, so I didn't send your order yet - I'm sorry that I didn't make it clear to you. My fault! We did get upside down in the accidental launch of the hand grinder, but that's little excuse when you're waiting! The element should be arriving at the same time - hopefully by Friday - I will check your emails to be sure I'm clear on what it is you need (aside from the order you have already placed). Again, I'm sorry for not communicating with you better,
Barb

trollklint wrote:I and everyone here can guarantee that OE is some of the most reputable companies in the business! They are probably busy with their new hand grinder ... I understand that you want your stuff but do not worry!

+1

After a number of experiences with them, I'll vouch that they're totally trustworthy and then some. "Dedicated coffee lovers and lever geeks" is maybe a better description. Just sometimes as Doug says he's "busier than a one-armed paperhanger."

As a client who has multiple transactions with Orphan I can assure you of their reliabililty and absolute commitement to customer service. In the rare instance where a problem arises it gets taken care of as above. You will find that your experience of the long term will be a very good one indeed - as several threads on this site will attest.

I'm sure Doug will make it up to you by sending a free Pharos!

Orphan is the ONLY place I order from anymore. Don't worry, they have the best customer service I've experienced.

Clint Orchuk wrote:Orphan is the ONLY place I order from anymore. Don't worry, they have the best customer service I've experienced.

+1

Definitely can vouch for Doug and (and Barb) and OE - they are good people. I've done business with them before and had good luck. True, sometimes it does seem like your e-mails go into Deep Space 9, but hey, what fun would it be if you always got an immediate reply within 24 hours???



They keep us all on our toes and (as you saw first hand), you can almost always find Doug lurking here on the Lever forum.

Speaking of which, I actually have to place an order with them here pretty soon I think. And hopefully they haven't forgotten that they still owe me a free OE demitasse cup in exchange for the return shipping on that RP portafilter that went back to them last year

Ray

Oh man Ray, was that a hint??? The reason we got the cups were as mea culpa items and we still have a lot left so we either forget them or don't mea too many culpas, or cuppas as it were.

Yes the Pharos has put us behind on our emails and about everything else, but it is worth it. We had not built any jigs or other helps in cutting the plastic parts and had not visualized how difficult it would be cutting to high tolerance these various parts so each of these grinders has been a one off in a way as we streamline the process. At this point we can cut a 4" pipe with Barb running the big cutter and I hold the pipe to a pretty good tolerance but it has taken more practice than we thought.

Thank you everyone, for your support...moral support actually, which makes a big difference for us and everyone else for that matter.