Cigar Weekly

Mad Dawg · 01-23-2020, 05:16 AM

After years of daily use, usually on large batches of beans, my Baratza Virtuoso stripped the main gear that drives the burr. I got it open and found that there was also a screw bracket broken. So I went to the Baratza website and that's where the good stuff began.

Baratza sells most parts necessary to repair their grinders AND posts instructions and videos on how to make the repairs. Unfortunately for me, one of the parts I needed wasn't listed. Then I spotted the coolness. They have a flat-rate repair program...any needed repairs, one flat cost. Prices vary by model, but are entirely reasonable; price for the Virtuoso is $60, return shipping free. So I packaged it up and sent it off to them via Priority Mail.

Four days later I got an email with a tracking number...repairs were complete and my grinder was on the way back. I got it yesterday. The invoice showed the parts they replaced: New motor and power cord, new upgraded gearbox, new internal chassis, and about a dozen other things. Total cost of the parts alone was more than $130.

I essentially got a factory rebuilt Virtuoso with entirely new innards for less than the cost of the parts, and less than a quarter of what a new grinder would cost. Baratza offers this service for all of their grinders.

In an age of designed obsolescence (think iPhones) and a deeply-ingrained "use it and toss it" mentality, Baratza's commitment to their products really stands out from the crowd of mediocrity. They've earned my business for life!

SLR · 01-23-2020, 06:06 AM

Awesome

Thanks for sharing this experience with us.

Sent from my iPad using Tapatalk

BigO · 01-23-2020, 06:09 AM

I too am not on board with the disposable economy. It's refreshing to see a company that really stands behind its products.

(FWIW, Kohler plumbing fixtures are the same way. Their slogan "Buy it for looks, buy it for life" is real. Anytime I have an issue (even a perishable part like a cartridge), call customer service and I have a replacement part the next day. I won't buy any other brand.

beevod · 01-23-2020, 07:52 AM

Parker fountain pens are the same. They stand behind everything.

grtrx · 01-23-2020, 08:08 AM

Quote:

Originally Posted by beevod

Parker fountain pens are the same. They stand behind everything.

there's a shrinking market

Rob G · 01-23-2020, 08:41 AM

beevod · 01-23-2020, 08:45 AM

Actually, the world of fountain pen users and collectors is huge -- Pen porno is the rage in several Asian countries (although the Thai police have been cracking down on nib fetishists).

BigO · 01-23-2020, 09:13 AM

If you ever need to ship cigars via UPS (which forbids tobacco shipments), tell them it's fountain pens.

Rob G · 01-23-2020, 09:15 AM

I didn't know that UPS bans tobacco products. I think I may have sent some cigars by UPS in the past.

beevod · 01-23-2020, 09:53 AM

I didn't know that either -- do they use tobacco-sniffing cats?

01-23-2020, 05:16 AM	#1
Mad Dawg Administrator Herf Dog Herf God Join Date: Oct 2002 Location: Republic of Texas Posts: 34,199	MAJOR props to Baratza LLC After years of daily use, usually on large batches of beans, my Baratza Virtuoso stripped the main gear that drives the burr. I got it open and found that there was also a screw bracket broken. So I went to the Baratza website and that's where the good stuff began. Baratza sells most parts necessary to repair their grinders AND posts instructions and videos on how to make the repairs. Unfortunately for me, one of the parts I needed wasn't listed. Then I spotted the coolness. They have a flat-rate repair program...any needed repairs, one flat cost. Prices vary by model, but are entirely reasonable; price for the Virtuoso is $60, return shipping free. So I packaged it up and sent it off to them via Priority Mail. Four days later I got an email with a tracking number...repairs were complete and my grinder was on the way back. I got it yesterday. The invoice showed the parts they replaced: New motor and power cord, new upgraded gearbox, new internal chassis, and about a dozen other things. Total cost of the parts alone was more than $130. I essentially got a factory rebuilt Virtuoso with entirely new innards for less than the cost of the parts, and less than a quarter of what a new grinder would cost. Baratza offers this service for all of their grinders. In an age of designed obsolescence (think iPhones) and a deeply-ingrained "use it and toss it" mentality, Baratza's commitment to their products really stands out from the crowd of mediocrity. They've earned my business for life! __________________ Gone, But Never Forgotten. ΜΟΛΩΝ ΛΑΒΕ That which does not kill me....has made a grave tactical error.

01-23-2020, 06:06 AM	#2
SLR Charter Member Moderator Herf God Join Date: Apr 2000 Location: OC/LA Area, CA USA Posts: 15,523	Awesome Thanks for sharing this experience with us. Sent from my iPad using Tapatalk __________________ Isaiah 53 LGBFJB BE AWAKE, NOT WOKE

01-23-2020, 06:09 AM	#3
BigO Publisher/Owner El Chefé BBQ Guru Herf God Join Date: Oct 2001 Location: Atlanta. Posts: 55,784	I too am not on board with the disposable economy. It's refreshing to see a company that really stands behind its products. (FWIW, Kohler plumbing fixtures are the same way. Their slogan "Buy it for looks, buy it for life" is real. Anytime I have an issue (even a perishable part like a cartridge), call customer service and I have a replacement part the next day. I won't buy any other brand. __________________ Every time you think you've become too cynical, the world finds a way to teach you that the real problem is that you haven't become cynical enough Free speech is free speech is free speech. There is no qualifier. If you aren't outraged, you aren't paying attention. Never attribute malice to that what can be explained as stupidity. Unborn lives matter too.

01-23-2020, 07:52 AM	#4
beevod Herf God Join Date: Jan 2003 Location: New York City Posts: 20,927	Parker fountain pens are the same. They stand behind everything. __________________ "Moderation in all things. Excess in everything else."

01-23-2020, 08:41 AM	#6
Rob G Contributing Editor Herf God Join Date: Jul 2004 Location: Camillus, NY Posts: 16,121	__________________ Rob If people can tell me where to smoke, I can tell them where to go, too.

01-23-2020, 08:45 AM	#7
beevod Herf God Join Date: Jan 2003 Location: New York City Posts: 20,927	Actually, the world of fountain pen users and collectors is huge -- Pen porno is the rage in several Asian countries (although the Thai police have been cracking down on nib fetishists). __________________ "Moderation in all things. Excess in everything else."

01-23-2020, 09:13 AM	#8
BigO Publisher/Owner El Chefé BBQ Guru Herf God Join Date: Oct 2001 Location: Atlanta. Posts: 55,784	If you ever need to ship cigars via UPS (which forbids tobacco shipments), tell them it's fountain pens. __________________ Every time you think you've become too cynical, the world finds a way to teach you that the real problem is that you haven't become cynical enough Free speech is free speech is free speech. There is no qualifier. If you aren't outraged, you aren't paying attention. Never attribute malice to that what can be explained as stupidity. Unborn lives matter too.

01-23-2020, 09:15 AM	#9
Rob G Contributing Editor Herf God Join Date: Jul 2004 Location: Camillus, NY Posts: 16,121	I didn't know that UPS bans tobacco products. I think I may have sent some cigars by UPS in the past. __________________ Rob If people can tell me where to smoke, I can tell them where to go, too.

01-23-2020, 09:53 AM	#10
beevod Herf God Join Date: Jan 2003 Location: New York City Posts: 20,927	I didn't know that either -- do they use tobacco-sniffing cats? __________________ "Moderation in all things. Excess in everything else."

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