Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As we have
expressed on more than one occasion to Berardi's, that we are simply not happy with the
results/performance of our R[redacted] coffee machines/serviceWe have purchased two of your coffee machines through Berardi's
Here in our office we can't even get a cup of coffee on a regular basisThis can't be the normal, I'm sure! We
have a machine that cost over $4,( again we've purchased two of these
machines, one for our employees, customers, or guest which serves a perk .The second machine in
used for our, pub and grill business (this one
is for a business)Spent over $8,to purchase coffee/expresso
machine through you Berardi's a distributer for R[redacted]
We trusted that you would have treated us with respect as we are your customerThis is our
first time we have purchased from you. Here in our office we still have two
complete bags full of coffee from our very 1st order not openedWe
have purchased two orders of bottles of syrupThe first shipment is about ½
gone, and the second shipment we haven't began to use, since we don't have a
machine that is working we can't
Nobody is able to use because it broken more
than ½ the time we have had it hereNot sure exactly what the 1st
complaint was we made now but it did require a service tech to come on out and
fixIf I recall it had to do with h[redacted]g no pressure/steam in the wand, and no
feeling of heat at allThis was early on, and they even sent out someone to
show us know to use the machine, and serviced it at the time. We began making more coffee and seemed to be
okFebruary 13, 2015, called and left a message for [redacted] Was unable
to get a return call, sent an emailFinally got a call back same day and spoke
with [redacted] , I explained the problems in detailWas told, and
explained that this was unheard of, and
not normalthe pressure going so high on a machine was definitely not ok
Berardi's had then faxed
us a diagram to reset heating elementNo one from Berardi's come down and
take care of on this dayThen again, Seems that the problem had recurred again
after we followed their instructions on how to reset manually on February 13,
later that same day. Called Berardis back. Was told that several
machines that R[redacted] had were doing the same thing, and that they would have
to order a reset switchWe were
directed to use some electrical tape to hold the reset switch down, which we
did not doWe wanted it fixed properlyOur machine was down about a month from my records/ Understood that this
was is under warranty during our phone
callThat left our machine down from Feb13-April15. They were unable to tell me know long it would take for the part to come
inSaid he would advise once the part came inThe part took some time to come
inTalking to Mike on April 9, sounded as if it was in and was going to
get installed by the 11th at the latest April Mon the 13thOn TueApril 14th G[redacted] contacted me from the pub/grill and let me
know he was h[redacted]g the exact same problemI called and spoke to someone at
Berardi's in customer serviceLet them know that Dover was now experiencing
the same problem as we wereFinally M[redacted] showed up on Wednesday April 15thOn April 15th Took
care of the re-start switch here in BolivarIt seemed to work till Friday, April 17, and when we came in on Monday April20, was not working againThere seemed to be some
confusion originally on April 15 as to who was responsible to pay for driving, repair
This was what the technician had said was that we may be responsible was not sure and indicated he was
afraid to give the bill to my boss, so had given to me. M[redacted] had then called G[redacted] at 2pm said he was
le[redacted]g here from our office. G[redacted] at
our 2nd location let him know he was already there and that was fine
he would be there waitingG[redacted] waited till 5:10pm, thought something was
wrong, since he hadn't showed upHe tried calling and would go to voicemail. April 15th M[redacted] made an apt at pm with G[redacted] after le[redacted]g our location,never showed up, called, or cancelledThat is "a no call, no show". The next day
I called in and talked to K[redacted] expressed our concern as the service guy
never showed up or called us backHonestly, was concerned something may have
happenedI requested that we get a return call from someone so we can find out
what had happenedOur owner spoke with someone later on either April 17th or 20thwhom suggested we contact the
manufacture R[redacted]. So after the call we emailed R[redacted]They approved to pay for parts, labor, and travelBerardi's then came back on April22. Which I did, and let Berardi's know we did as they had
suggested that we doHere is a copy of the letter we sent to R[redacted] through
their websiteAlso sent to Berardi's a copy to let them knowThat's when we
received a follemail from Berardi's customer service, enclosed as
follows:
R[redacted] called late this afternoon and will honor the warranty for both the
labor and parts. R[redacted] is sending in some additional parts to
replace. They are being sent express mail. Berardi's will schedule
to service both locations on Wednesday
Thanks for your patience and understanding
On 4/20/5:PM, [redacted] wrote:
Berardi's,
FYI:
I've sent R[redacted] the following email on their websiteWe are not pleased
with the way in which we were treated this past weekFrom one customer to
another, I'm sure customer service is of utmost importanceCertainly a return
phone call from the technician would have been niceAt least letting him know
what was going onA No Call No Show is unacceptable
To
whom this may concern:
I
am contacting you to ask for help. Our company has purchased two of your
machinesOne for our office and the other for bar business. We have had
both machines since mid- December (roughly)We seem to have had some issues
with both in the last couple monthsThere was a re-set button that needed
replacedWas taken care of by Berardi's Abbey Road Cleveland, Ohio
44133-Phone # 1-800-876-
Still yet the machine seems to be giving us the same problemCalled Berardi's
to come look at and they did some work again with machineThat was just this
past week, 4/16/It worked Fri we made a drink before the techleft our site
Berardi'sSay's we are past the day service warrantyWant's to charge
$75hr labor $travelThey will not fix the other machine at the Dover
location until the cost issue is resolved at the Bolivar location, as to who is
responsible and will pay for this (us or R[redacted])
Our
position as stands is we don't feel we should have to pay this as we just
purchased two machines, within the last months. Here in our office we
maybe make 5-drinks dailyWe do not feel that a machine this costly should
be giving us such troubleThe machine at the other location seems to have the
same exact problems as oursStrangely even at the same timesBerardi's say
they are already working with you and request we do the same .I have heard so
many wonderful things about your coffee machinesReaching out for help as I
know customer service is important to youPlease help us in this matter!
Sincerely,
[redacted]
--
Bernard's
Customer Service
Abbey
Road
North
Royalton, Ohio
440-582-
440-582-
[redacted]
we have had several issues with not being able to make a cup of coffee around
hereBecause the machine is constantly not working properly for what-ever reason
One thing for sure is that we are not neglecting our machinesThe latest
problem is that a foreign object has gotten
into the equipment holding the fill valve open, this is not due to customer
neglectAccording to service technician are water is this area is very hard and it is
now recommended that we purchase a water filter cartridge that foreign objects may be entering the fill
valve causing blockage. R[redacted] recommended to technician flushing the
boiler and fill valves and adding not only a water softener but now a water
filter cartridge
Just told there were water issues in Bolivar and Tuscarawas
county being hard water we might have to take additional steps to protect the
equipment from foreign objects entering it and causing harm to the machine
This is news to usWe did not know that we had hard waterNever recommended
that we have it checked or that Berardi's recommended an additional water
filter as we would have probably had installed when we installed the machine
itselfOn a professional level that is something that should be recommended
when a machine this costly is installedI personally would have made this
recommendation to my customer if I were in the business of installing an 4K
coffee machineI'm just going to say this one more timeI'm displeased with
the overall service we have gotten at Berardi'sI can't speak for every other
customerAll I can say is [redacted] was not friendly with me on the phone, even
though he will not admit.I found him rude and talking to me in an unprofessional mannerWent ahead and sent R[redacted] another message through
their Website, letting them know we would like to work with another dealerAt this point we feel sadly we have to deal with [redacted] as we don't feel you are out for our best interest
Regards,
[redacted]
BACKGROUND-COLOR: transparent">This response is provided in connection with Complaint ID No. [redacted]. 1 cannot recall if we ever had another complaint, but I do not think so. That is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we redistribute. The product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and service. Unfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty.
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, 2014. The customer purchased two (2) R[redacted] espresso machines. and they were installed at two (2) different locations. Four months later, the customer called in for a service repair.
On April 13, 2015, the customer called for a service repair. The customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warranty. The customer was reminded that labor is covered by a 90 day warranty. If, however, the service work was due to customer neglect or damage, there is no warranty. Two days later, the service took place. Apparently, the customer initially became upset when was asked to sign a work order before performing the service call. Nevertheless, the problem was diagnosed in the ?eld on April 15, 2015 during the service call. The customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s item. On April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receipt. On April 22, 2015, we performed the replacement service. The customer was not charged for either parts or labor.
Apparently the customer became upset when the ?rst service call did not result in going to her second location. She was upset because she thought she was going to be charged a second
I portal-to-portal labor charge. She was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessary. In any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations.
It seems the customer is complaining about a “no-show,“ but this is not true. The ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis.
It seems the customer claims that she may have purchased lemons. lt does not appear to be so. The manufacturer is extremely reputable and the repair solved the problem.
It seems the customer may also be complaining about whether the installation was wrong. This is also not true. The installation was just ?ne. There is no issue with the installation. Our repair technicians and installation technicians are the best in the industry and we stand by the installation. Regardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proof. To the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair.
Hopefully, this answers all the issues. We value this customer, like we value every customer. We hope the customer continues to maintain a relationship with us. It should be noted that the work performed was completed under warranty. even the labor. We did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaint. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
June 19, 2015This response is provided in connection with Complaint ID No. [redacted]. I am in receipt of your letter dated today, June 19, 2015. Berardi's stands by our prior response. The rebuttal, unfortunately, does not offer any new or substantive contradiction to our position. The customer appears unhappy with the manufacturer warranty which we have no control over. The manufacturer is very reputable. Their product is well recognized in the industry as a premium product. Berardi’s did everything to manage the situation and replace the manufacturer‘s product defect. The customer has received no billing for any service or inspection. Sadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicably. Moreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficulties. Berardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service record. lt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamation. Berardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.To further illustrate the point I am a little confused why this additional letter was sent to us. According to our records the customer received a “free inspection" on May 15"‘ 2015. At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipment. Speci?cally our technician informed [redacted]) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functions. In addition, our technician facilitated a conference call with the manufacturer R[redacted] and with [redacted] and a staff member at the customer, and all were in agreement.I communicated with Jen on May 18"‘ and spoke with [redacted] (Jeff) the owner also on May 18th‘. The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valve. After sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” service. At this time our technician disassembled the ?ll valve, ?ushed the boiler and showed [redacted] and a maintenance staff employee the foreign object that was obstructing the ?ll valve. Shortly after our technician left l received an email from [redacted] the owner, indicating not to stop in again. Speci?cally [redacted] wrote “[redacted], we did not request your tech to stop today. Please do not send him in anymore, as we are moving to a new vendor. Your claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issue. 1 know you are trying to build your case to show to the Revdex.com. We will continue to only be honest with them. At this point, we request no further contact from you."Again, almost a month after our last communication we received a letter looking for further explanation. What would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?Hopefully, this answers all the issues. We value this customer, like we value every customer.Again, it should be noted that all labor performed was completed without any billing to the customer. The further inspections and service did not require us to provide the labor ‘free of charge’ but we did so. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.Respectfully, [redacted]Berardi’s Fresh Roast, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As we have
expressed on more than one occasion to Berardi's, that we are simply not happy with the
results/performance of our R[redacted] coffee machines/service. We have purchased two of your coffee machines through Berardi’s.
Here in our office we can’t even get a cup of coffee on a regular basis. This can’t be the normal, I'm sure! We
have a machine that cost over $4,000.00 ( again we’ve purchased two of these
machines, one for our employees, customers, or guest which serves a perk .The second machine in
used for our, pub and grill business (this one
is for a business). Spent over $8,000.00 to purchase 2 coffee/expresso
machine through you Berardi's a distributer for R[redacted].
We trusted that you would have treated us with respect as we are your customer. This is our
first time we have purchased from you. Here in our office we still have two
complete bags full of coffee from our very 1st order not opened. We
have purchased two orders of 12 bottles of syrup. The first shipment is about ½
gone, and the second shipment we haven’t began to use, since we don’t have a
machine that is working we can’t.
Nobody is able to use because it broken more
than ½ the time we have had it here. Not sure exactly what the 1st
complaint was we made now but it did require a service tech to come on out and
fix. If I recall it had to do with h[redacted]g no pressure/steam in the wand, and no
feeling of heat at all. This was early on, and they even sent out someone to
show us know to use the machine, and serviced it at the time. We began making more coffee and seemed to be
ok.
February 13, 2015, called and left a message for [redacted] . Was unable
to get a return call, sent an email. Finally got a call back same day and spoke
with [redacted] , I explained the problems in detail. Was told, and
explained that this was unheard of, and
not normal. the pressure going so high on a machine was definitely not ok.
Berardi’s had then faxed
us a diagram to reset heating element.. No one from Berardi’s come down and
take care of on this day. Then again, Seems that the problem had recurred again
after we followed their instructions on how to reset manually on February 13,
2015 later that same day. Called Berardis back. Was told that several
machines that R[redacted] had were doing the same thing, and that they would have
to order a reset switch. We were
directed to use some electrical tape to hold the reset switch down, which we
did not do. We wanted it fixed properly. Our machine was down about a month from my records/ Understood that this
was is under warranty during our phone
call. That left our machine down from Feb13-April15. They were unable to tell me know long it would take for the part to come
in. Said he would advise once the part came in. The part took some time to come
in. Talking to Mike on April 9, 2015 sounded as if it was in and was going to
get installed by the 11th at the latest April Mon the 13th.
On Tue. April 14th G[redacted] contacted me from the pub/grill and let me
know he was h[redacted]g the exact same problem. I called and spoke to someone at
Berardi’s in customer service. Let them know that Dover was now experiencing
the same problem as we were. Finally M[redacted] showed up on Wednesday April 15th. On April 15th Took
care of the re-start switch here in Bolivar. It seemed to work till Friday, April 17, and when we came in on Monday April20, was not working again.
There seemed to be some
confusion originally on April 15 as to who was responsible to pay for driving, repair.
This was what the technician had said was that we may be responsible was not sure and indicated he was
afraid to give the bill to my boss, so had given to me. M[redacted] had then called G[redacted] at 2pm said he was
le[redacted]g here from our office. G[redacted] at
our 2nd location let him know he was already there and that was fine
he would be there waiting. G[redacted] waited till 5:10pm, thought something was
wrong, since he hadn’t showed up. He tried calling and would go to voicemail. April 15th M[redacted] made an apt at 2 pm with G[redacted] after le[redacted]g our location,never showed up, called, or cancelled. That is “a no call, no show”. The next day
I called in and talked to K[redacted] expressed our concern as the service guy
never showed up or called us back. Honestly, was concerned something may have
happened. I requested that we get a return call from someone so we can find out
what had happened. Our owner spoke with someone later on either April 17th or 20th. whom suggested we contact the
manufacture R[redacted]. So after the call we emailed R[redacted]. They approved to pay for parts, labor, and travel. Berardi's then came back on April22. Which I did, and let Berardi’s know we did as they had
suggested that we do. Here is a copy of the letter we sent to R[redacted] through
their website. Also sent to Berardi’s a copy to let them know. That’s when we
received a follow-up email from Berardi’s customer service, enclosed as
follows:
R[redacted] called late this afternoon and will honor the warranty for both the
labor and parts. R[redacted] is sending in some additional parts to
replace. They are being sent express mail. Berardi's will schedule
to service both locations on Wednesday.
Thanks for your patience and understanding.
On 4/20/2015 5:06 PM, [redacted] wrote:
Berardi’s,
FYI:
I’ve sent R[redacted] the following email on their website. We are not pleased
with the way in which we were treated this past week. From one customer to
another, I’m sure customer service is of utmost importance. Certainly a return
phone call from the technician would have been nice. At least letting him know
what was going on. A No Call No Show is unacceptable.
To
whom this may concern:
I
am contacting you to ask for help. Our company has purchased two of your
machines. One for our office and the other for bar business. We have had
both machines since mid- December (roughly). We seem to have had some issues
with both in the last couple months. There was a re-set button that needed
replaced. Was taken care of by Berardi's 1229 Abbey Road Cleveland, Ohio
44133-2637. Phone # 1-800-876-91909.
Still yet the machine seems to be giving us the same problem. Called Berardi's
to come look at and they did some work again with machine. That was just this
past week, 4/16/15. It worked Fri we made a drink before the tech. left our site.
Berardi’s. Say's we are past the 90 day service warranty. Want's to charge
$75hr labor $75 travel. They will not fix the other machine at the Dover
location until the cost issue is resolved at the Bolivar location, as to who is
responsible and will pay for this (us or R[redacted]).
Our
position as stands is we don't feel we should have to pay this as we just
purchased two machines, within the last 4 months. Here in our office we
maybe make 5-8 drinks daily. We do not feel that a machine this costly should
be giving us such trouble. The machine at the other location seems to have the
same exact problems as ours. Strangely even at the same times. Berardi's say
they are already working with you and request we do the same .I have heard so
many wonderful things about your coffee machines. Reaching out for help as I
know customer service is important to you. Please help us in this matter!
Sincerely,
[redacted]
--
Bernard’s
Customer Service
12029 Abbey
Road
North
Royalton, Ohio 44133
440-582-4303
440-582-4359
[redacted]
we have had several issues with not being able to make a cup of coffee around
here. Because the machine is constantly not working properly for what-ever reason.
One thing for sure is that we are not neglecting our machines. The latest
problem is that a foreign object has gotten
into the equipment holding the fill valve open, this is not due to customer
neglect. According to service technician are water is this area is very hard and it is
now recommended that we purchase a water filter cartridge. that foreign objects may be entering the fill
valve causing blockage. R[redacted] recommended to technician flushing the
boiler and fill valves and adding not only a water softener but now a water
filter cartridge.
Just told there were water issues in Bolivar and Tuscarawas
county being hard water we might have to take additional steps to protect the
equipment from foreign objects entering it and causing harm to the machine.
This is news to us. We did not know that we had hard water. Never recommended
that we have it checked or that Berardi’s recommended an additional water
filter as we would have probably had installed when we installed the machine
itself. On a professional level that is something that should be recommended
when a machine this costly is installed. I personally would have made this
recommendation to my customer if I were in the business of installing an 4K
coffee machine. I’m just going to say this one more time. I’m displeased with
the overall service we have gotten at Berardi’s. I can’t speak for every other
customer. All I can say is [redacted] was not friendly with me on the phone, even
though he will not admit.I found him rude and talking to me in an unprofessional manner. Went ahead and sent R[redacted] another message through
their Website, letting them know we would like to work with another dealer. At this point we feel sadly we have to deal with [redacted] as we don't feel you are out for our best interest.
Regards,
[redacted]
This response is provided in connection with Complaint ID No. [redacted]. 1 cannot recall if we ever had another complaint, but I do not think so. That is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we...
redistribute. The product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and service. Unfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty.
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, 2014. The customer purchased two (2) R[redacted] espresso machines. and they were installed at two (2) different locations. Four months later, the customer called in for a service repair.
On April 13, 2015, the customer called for a service repair. The customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warranty. The customer was reminded that labor is covered by a 90 day warranty. If, however, the service work was due to customer neglect or damage, there is no warranty. Two days later, the service took place. Apparently, the customer initially became upset when was asked to sign a work order before performing the service call. Nevertheless, the problem was diagnosed in the ?eld on April 15, 2015 during the service call. The customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s item. On April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receipt. On April 22, 2015, we performed the replacement service. The customer was not charged for either parts or labor.
Apparently the customer became upset when the ?rst service call did not result in going to her second location. She was upset because she thought she was going to be charged a second
I portal-to-portal labor charge. She was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessary. In any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations.
It seems the customer is complaining about a “no-show,“ but this is not true. The ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis.
It seems the customer claims that she may have purchased lemons. lt does not appear to be so. The manufacturer is extremely reputable and the repair solved the problem.
It seems the customer may also be complaining about whether the installation was wrong. This is also not true. The installation was just ?ne. There is no issue with the installation. Our repair technicians and installation technicians are the best in the industry and we stand by the installation. Regardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proof. To the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair.
Hopefully, this answers all the issues. We value this customer, like we value every customer. We hope the customer continues to maintain a relationship with us. It should be noted that the work performed was completed under warranty. even the labor. We did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaint. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
June 19, 2015
This response is provided in connection with Complaint ID No. [redacted]. I am in receipt of your letter dated today, June 19, 2015. Berardi's stands by our prior response. The rebuttal, unfortunately, does not offer any new or substantive contradiction to our position. The customer appears unhappy with the manufacturer warranty which we have no control over. The manufacturer is very reputable. Their product is well recognized in the industry as a premium product. Berardi’s did everything to manage the situation and replace the manufacturer‘s product defect. The customer has received no billing for any service or inspection. Sadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicably. Moreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficulties. Berardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service record. lt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamation. Berardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.
To further illustrate the point I am a little confused why this additional letter was sent to us. According to our records the customer received a “free inspection" on May 15"‘ 2015. At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipment. Speci?cally our technician informed [redacted]) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functions. In addition, our technician facilitated a conference call with the manufacturer R[redacted] and with [redacted] and a staff member at the customer, and all were in agreement.
I communicated with Jen on May 18"‘ and spoke with [redacted] (Jeff) the owner also on May 18th‘. The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valve. After sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” service. At this time our technician disassembled the ?ll valve, ?ushed the boiler and showed [redacted] and a maintenance staff employee the foreign object that was obstructing the ?ll valve. Shortly after our technician left l received an email from [redacted] the owner, indicating not to stop in again. Speci?cally [redacted] wrote “[redacted], we did not request your tech to stop today. Please do not send him in anymore, as we are moving to a new vendor. Your claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issue. 1 know you are trying to build your case to show to the Revdex.com. We will continue to only be honest with them. At this point, we request no further contact from you."
Again, almost a month after our last communication we received a letter looking for further explanation. What would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?
Hopefully, this answers all the issues. We value this customer, like we value every customer.
Again, it should be noted that all labor performed was completed without any billing to the customer. The further inspections and service did not require us to provide the labor ‘free of charge’ but we did so. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
Respectfully, [redacted]Berardi’s Fresh Roast, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As we have
expressed on more than one occasion to Berardi's, that we are simply not happy with the
results/performance of our R[redacted] coffee machines/serviceWe have purchased two of your coffee machines through Berardi's
Here in our office we can't even get a cup of coffee on a regular basisThis can't be the normal, I'm sure! We
have a machine that cost over $4,( again we've purchased two of these
machines, one for our employees, customers, or guest which serves a perk .The second machine in
used for our, pub and grill business (this one
is for a business)Spent over $8,to purchase coffee/expresso
machine through you Berardi's a distributer for R[redacted]
We trusted that you would have treated us with respect as we are your customerThis is our
first time we have purchased from you. Here in our office we still have two
complete bags full of coffee from our very 1st order not openedWe
have purchased two orders of bottles of syrupThe first shipment is about ½
gone, and the second shipment we haven't began to use, since we don't have a
machine that is working we can't
Nobody is able to use because it broken more
than ½ the time we have had it hereNot sure exactly what the 1st
complaint was we made now but it did require a service tech to come on out and
fixIf I recall it had to do with h[redacted]g no pressure/steam in the wand, and no
feeling of heat at allThis was early on, and they even sent out someone to
show us know to use the machine, and serviced it at the time. We began making more coffee and seemed to be
okFebruary 13, 2015, called and left a message for [redacted] Was unable
to get a return call, sent an emailFinally got a call back same day and spoke
with [redacted] , I explained the problems in detailWas told, and
explained that this was unheard of, and
not normalthe pressure going so high on a machine was definitely not ok
Berardi's had then faxed
us a diagram to reset heating elementNo one from Berardi's come down and
take care of on this dayThen again, Seems that the problem had recurred again
after we followed their instructions on how to reset manually on February 13,
later that same day. Called Berardis back. Was told that several
machines that R[redacted] had were doing the same thing, and that they would have
to order a reset switchWe were
directed to use some electrical tape to hold the reset switch down, which we
did not doWe wanted it fixed properlyOur machine was down about a month from my records/ Understood that this
was is under warranty during our phone
callThat left our machine down from Feb13-April15. They were unable to tell me know long it would take for the part to come
inSaid he would advise once the part came inThe part took some time to come
inTalking to Mike on April 9, sounded as if it was in and was going to
get installed by the 11th at the latest April Mon the 13thOn TueApril 14th G[redacted] contacted me from the pub/grill and let me
know he was h[redacted]g the exact same problemI called and spoke to someone at
Berardi's in customer serviceLet them know that Dover was now experiencing
the same problem as we wereFinally M[redacted] showed up on Wednesday April 15thOn April 15th Took
care of the re-start switch here in BolivarIt seemed to work till Friday, April 17, and when we came in on Monday April20, was not working againThere seemed to be some
confusion originally on April 15 as to who was responsible to pay for driving, repair
This was what the technician had said was that we may be responsible was not sure and indicated he was
afraid to give the bill to my boss, so had given to me. M[redacted] had then called G[redacted] at 2pm said he was
le[redacted]g here from our office. G[redacted] at
our 2nd location let him know he was already there and that was fine
he would be there waitingG[redacted] waited till 5:10pm, thought something was
wrong, since he hadn't showed upHe tried calling and would go to voicemail. April 15th M[redacted] made an apt at pm with G[redacted] after le[redacted]g our location,never showed up, called, or cancelledThat is "a no call, no show". The next day
I called in and talked to K[redacted] expressed our concern as the service guy
never showed up or called us backHonestly, was concerned something may have
happenedI requested that we get a return call from someone so we can find out
what had happenedOur owner spoke with someone later on either April 17th or 20thwhom suggested we contact the
manufacture R[redacted]. So after the call we emailed R[redacted]They approved to pay for parts, labor, and travelBerardi's then came back on April22. Which I did, and let Berardi's know we did as they had
suggested that we doHere is a copy of the letter we sent to R[redacted] through
their websiteAlso sent to Berardi's a copy to let them knowThat's when we
received a follemail from Berardi's customer service, enclosed as
follows:
R[redacted] called late this afternoon and will honor the warranty for both the
labor and parts. R[redacted] is sending in some additional parts to
replace. They are being sent express mail. Berardi's will schedule
to service both locations on Wednesday
Thanks for your patience and understanding
On 4/20/5:PM, [redacted] wrote:
Berardi's,
FYI:
I've sent R[redacted] the following email on their websiteWe are not pleased
with the way in which we were treated this past weekFrom one customer to
another, I'm sure customer service is of utmost importanceCertainly a return
phone call from the technician would have been niceAt least letting him know
what was going onA No Call No Show is unacceptable
To
whom this may concern:
I
am contacting you to ask for help. Our company has purchased two of your
machinesOne for our office and the other for bar business. We have had
both machines since mid- December (roughly)We seem to have had some issues
with both in the last couple monthsThere was a re-set button that needed
replacedWas taken care of by Berardi's Abbey Road Cleveland, Ohio
44133-Phone # 1-800-876-
Still yet the machine seems to be giving us the same problemCalled Berardi's
to come look at and they did some work again with machineThat was just this
past week, 4/16/It worked Fri we made a drink before the techleft our site
Berardi'sSay's we are past the day service warrantyWant's to charge
$75hr labor $travelThey will not fix the other machine at the Dover
location until the cost issue is resolved at the Bolivar location, as to who is
responsible and will pay for this (us or R[redacted])
Our
position as stands is we don't feel we should have to pay this as we just
purchased two machines, within the last months. Here in our office we
maybe make 5-drinks dailyWe do not feel that a machine this costly should
be giving us such troubleThe machine at the other location seems to have the
same exact problems as oursStrangely even at the same timesBerardi's say
they are already working with you and request we do the same .I have heard so
many wonderful things about your coffee machinesReaching out for help as I
know customer service is important to youPlease help us in this matter!
Sincerely,
[redacted]
--
Bernard's
Customer Service
Abbey
Road
North
Royalton, Ohio
440-582-
440-582-
[redacted]
we have had several issues with not being able to make a cup of coffee around
hereBecause the machine is constantly not working properly for what-ever reason
One thing for sure is that we are not neglecting our machinesThe latest
problem is that a foreign object has gotten
into the equipment holding the fill valve open, this is not due to customer
neglectAccording to service technician are water is this area is very hard and it is
now recommended that we purchase a water filter cartridge that foreign objects may be entering the fill
valve causing blockage. R[redacted] recommended to technician flushing the
boiler and fill valves and adding not only a water softener but now a water
filter cartridge
Just told there were water issues in Bolivar and Tuscarawas
county being hard water we might have to take additional steps to protect the
equipment from foreign objects entering it and causing harm to the machine
This is news to usWe did not know that we had hard waterNever recommended
that we have it checked or that Berardi's recommended an additional water
filter as we would have probably had installed when we installed the machine
itselfOn a professional level that is something that should be recommended
when a machine this costly is installedI personally would have made this
recommendation to my customer if I were in the business of installing an 4K
coffee machineI'm just going to say this one more timeI'm displeased with
the overall service we have gotten at Berardi'sI can't speak for every other
customerAll I can say is [redacted] was not friendly with me on the phone, even
though he will not admit.I found him rude and talking to me in an unprofessional mannerWent ahead and sent R[redacted] another message through
their Website, letting them know we would like to work with another dealerAt this point we feel sadly we have to deal with [redacted] as we don't feel you are out for our best interest
Regards,
[redacted]
BACKGROUND-COLOR: transparent">This response is provided in connection with Complaint ID No. [redacted]. 1 cannot recall if we ever had another complaint, but I do not think so. That is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we redistribute. The product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and service. Unfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty.
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, 2014. The customer purchased two (2) R[redacted] espresso machines. and they were installed at two (2) different locations. Four months later, the customer called in for a service repair.
On April 13, 2015, the customer called for a service repair. The customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warranty. The customer was reminded that labor is covered by a 90 day warranty. If, however, the service work was due to customer neglect or damage, there is no warranty. Two days later, the service took place. Apparently, the customer initially became upset when was asked to sign a work order before performing the service call. Nevertheless, the problem was diagnosed in the ?eld on April 15, 2015 during the service call. The customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s item. On April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receipt. On April 22, 2015, we performed the replacement service. The customer was not charged for either parts or labor.
Apparently the customer became upset when the ?rst service call did not result in going to her second location. She was upset because she thought she was going to be charged a second
I portal-to-portal labor charge. She was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessary. In any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations.
It seems the customer is complaining about a “no-show,“ but this is not true. The ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis.
It seems the customer claims that she may have purchased lemons. lt does not appear to be so. The manufacturer is extremely reputable and the repair solved the problem.
It seems the customer may also be complaining about whether the installation was wrong. This is also not true. The installation was just ?ne. There is no issue with the installation. Our repair technicians and installation technicians are the best in the industry and we stand by the installation. Regardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proof. To the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair.
Hopefully, this answers all the issues. We value this customer, like we value every customer. We hope the customer continues to maintain a relationship with us. It should be noted that the work performed was completed under warranty. even the labor. We did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaint. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
Respectfully,
[redacted]
Berardi’s Fresh Roast, Inc
June 19, 2015This response is provided in connection with Complaint ID No. [redacted]. I am in receipt of your letter dated today, June 19, 2015. Berardi's stands by our prior response. The rebuttal, unfortunately, does not offer any new or substantive contradiction to our position. The customer appears unhappy with the manufacturer warranty which we have no control over. The manufacturer is very reputable. Their product is well recognized in the industry as a premium product. Berardi’s did everything to manage the situation and replace the manufacturer‘s product defect. The customer has received no billing for any service or inspection. Sadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicably. Moreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficulties. Berardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service record. lt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamation. Berardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.To further illustrate the point I am a little confused why this additional letter was sent to us. According to our records the customer received a “free inspection" on May 15"‘ 2015. At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipment. Speci?cally our technician informed [redacted]) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functions. In addition, our technician facilitated a conference call with the manufacturer R[redacted] and with [redacted] and a staff member at the customer, and all were in agreement.I communicated with Jen on May 18"‘ and spoke with [redacted] (Jeff) the owner also on May 18th‘. The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valve. After sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” service. At this time our technician disassembled the ?ll valve, ?ushed the boiler and showed [redacted] and a maintenance staff employee the foreign object that was obstructing the ?ll valve. Shortly after our technician left l received an email from [redacted] the owner, indicating not to stop in again. Speci?cally [redacted] wrote “[redacted], we did not request your tech to stop today. Please do not send him in anymore, as we are moving to a new vendor. Your claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issue. 1 know you are trying to build your case to show to the Revdex.com. We will continue to only be honest with them. At this point, we request no further contact from you."Again, almost a month after our last communication we received a letter looking for further explanation. What would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?Hopefully, this answers all the issues. We value this customer, like we value every customer.Again, it should be noted that all labor performed was completed without any billing to the customer. The further inspections and service did not require us to provide the labor ‘free of charge’ but we did so. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.Respectfully, [redacted]Berardi’s Fresh Roast, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As we have
expressed on more than one occasion to Berardi's, that we are simply not happy with the
results/performance of our R[redacted] coffee machines/service. We have purchased two of your coffee machines through Berardi’s.
Here in our office we can’t even get a cup of coffee on a regular basis. This can’t be the normal, I'm sure! We
have a machine that cost over $4,000.00 ( again we’ve purchased two of these
machines, one for our employees, customers, or guest which serves a perk .The second machine in
used for our, pub and grill business (this one
is for a business). Spent over $8,000.00 to purchase 2 coffee/expresso
machine through you Berardi's a distributer for R[redacted].
We trusted that you would have treated us with respect as we are your customer. This is our
first time we have purchased from you. Here in our office we still have two
complete bags full of coffee from our very 1st order not opened. We
have purchased two orders of 12 bottles of syrup. The first shipment is about ½
gone, and the second shipment we haven’t began to use, since we don’t have a
machine that is working we can’t.
Nobody is able to use because it broken more
than ½ the time we have had it here. Not sure exactly what the 1st
complaint was we made now but it did require a service tech to come on out and
fix. If I recall it had to do with h[redacted]g no pressure/steam in the wand, and no
feeling of heat at all. This was early on, and they even sent out someone to
show us know to use the machine, and serviced it at the time. We began making more coffee and seemed to be
ok.
February 13, 2015, called and left a message for [redacted] . Was unable
to get a return call, sent an email. Finally got a call back same day and spoke
with [redacted] , I explained the problems in detail. Was told, and
explained that this was unheard of, and
not normal. the pressure going so high on a machine was definitely not ok.
Berardi’s had then faxed
us a diagram to reset heating element.. No one from Berardi’s come down and
take care of on this day. Then again, Seems that the problem had recurred again
after we followed their instructions on how to reset manually on February 13,
2015 later that same day. Called Berardis back. Was told that several
machines that R[redacted] had were doing the same thing, and that they would have
to order a reset switch. We were
directed to use some electrical tape to hold the reset switch down, which we
did not do. We wanted it fixed properly. Our machine was down about a month from my records/ Understood that this
was is under warranty during our phone
call. That left our machine down from Feb13-April15. They were unable to tell me know long it would take for the part to come
in. Said he would advise once the part came in. The part took some time to come
in. Talking to Mike on April 9, 2015 sounded as if it was in and was going to
get installed by the 11th at the latest April Mon the 13th.
On Tue. April 14th G[redacted] contacted me from the pub/grill and let me
know he was h[redacted]g the exact same problem. I called and spoke to someone at
Berardi’s in customer service. Let them know that Dover was now experiencing
the same problem as we were. Finally M[redacted] showed up on Wednesday April 15th. On April 15th Took
care of the re-start switch here in Bolivar. It seemed to work till Friday, April 17, and when we came in on Monday April20, was not working again.
There seemed to be some
confusion originally on April 15 as to who was responsible to pay for driving, repair.
This was what the technician had said was that we may be responsible was not sure and indicated he was
afraid to give the bill to my boss, so had given to me. M[redacted] had then called G[redacted] at 2pm said he was
le[redacted]g here from our office. G[redacted] at
our 2nd location let him know he was already there and that was fine
he would be there waiting. G[redacted] waited till 5:10pm, thought something was
wrong, since he hadn’t showed up. He tried calling and would go to voicemail. April 15th M[redacted] made an apt at 2 pm with G[redacted] after le[redacted]g our location,never showed up, called, or cancelled. That is “a no call, no show”. The next day
I called in and talked to K[redacted] expressed our concern as the service guy
never showed up or called us back. Honestly, was concerned something may have
happened. I requested that we get a return call from someone so we can find out
what had happened. Our owner spoke with someone later on either April 17th or 20th. whom suggested we contact the
manufacture R[redacted]. So after the call we emailed R[redacted]. They approved to pay for parts, labor, and travel. Berardi's then came back on April22. Which I did, and let Berardi’s know we did as they had
suggested that we do. Here is a copy of the letter we sent to R[redacted] through
their website. Also sent to Berardi’s a copy to let them know. That’s when we
received a follow-up email from Berardi’s customer service, enclosed as
follows:
R[redacted] called late this afternoon and will honor the warranty for both the
labor and parts. R[redacted] is sending in some additional parts to
replace. They are being sent express mail. Berardi's will schedule
to service both locations on Wednesday.
Thanks for your patience and understanding.
On 4/20/2015 5:06 PM, [redacted] wrote:
Berardi’s,
FYI:
I’ve sent R[redacted] the following email on their website. We are not pleased
with the way in which we were treated this past week. From one customer to
another, I’m sure customer service is of utmost importance. Certainly a return
phone call from the technician would have been nice. At least letting him know
what was going on. A No Call No Show is unacceptable.
To
whom this may concern:
I
am contacting you to ask for help. Our company has purchased two of your
machines. One for our office and the other for bar business. We have had
both machines since mid- December (roughly). We seem to have had some issues
with both in the last couple months. There was a re-set button that needed
replaced. Was taken care of by Berardi's 1229 Abbey Road Cleveland, Ohio
44133-2637. Phone # 1-800-876-91909.
Still yet the machine seems to be giving us the same problem. Called Berardi's
to come look at and they did some work again with machine. That was just this
past week, 4/16/15. It worked Fri we made a drink before the tech. left our site.
Berardi’s. Say's we are past the 90 day service warranty. Want's to charge
$75hr labor $75 travel. They will not fix the other machine at the Dover
location until the cost issue is resolved at the Bolivar location, as to who is
responsible and will pay for this (us or R[redacted]).
Our
position as stands is we don't feel we should have to pay this as we just
purchased two machines, within the last 4 months. Here in our office we
maybe make 5-8 drinks daily. We do not feel that a machine this costly should
be giving us such trouble. The machine at the other location seems to have the
same exact problems as ours. Strangely even at the same times. Berardi's say
they are already working with you and request we do the same .I have heard so
many wonderful things about your coffee machines. Reaching out for help as I
know customer service is important to you. Please help us in this matter!
Sincerely,
[redacted]
--
Bernard’s
Customer Service
12029 Abbey
Road
North
Royalton, Ohio 44133
440-582-4303
440-582-4359
[redacted]
we have had several issues with not being able to make a cup of coffee around
here. Because the machine is constantly not working properly for what-ever reason.
One thing for sure is that we are not neglecting our machines. The latest
problem is that a foreign object has gotten
into the equipment holding the fill valve open, this is not due to customer
neglect. According to service technician are water is this area is very hard and it is
now recommended that we purchase a water filter cartridge. that foreign objects may be entering the fill
valve causing blockage. R[redacted] recommended to technician flushing the
boiler and fill valves and adding not only a water softener but now a water
filter cartridge.
Just told there were water issues in Bolivar and Tuscarawas
county being hard water we might have to take additional steps to protect the
equipment from foreign objects entering it and causing harm to the machine.
This is news to us. We did not know that we had hard water. Never recommended
that we have it checked or that Berardi’s recommended an additional water
filter as we would have probably had installed when we installed the machine
itself. On a professional level that is something that should be recommended
when a machine this costly is installed. I personally would have made this
recommendation to my customer if I were in the business of installing an 4K
coffee machine. I’m just going to say this one more time. I’m displeased with
the overall service we have gotten at Berardi’s. I can’t speak for every other
customer. All I can say is [redacted] was not friendly with me on the phone, even
though he will not admit.I found him rude and talking to me in an unprofessional manner. Went ahead and sent R[redacted] another message through
their Website, letting them know we would like to work with another dealer. At this point we feel sadly we have to deal with [redacted] as we don't feel you are out for our best interest.
Regards,
[redacted]
This response is provided in connection with Complaint ID No. [redacted]. 1 cannot recall if we ever had another complaint, but I do not think so. That is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we...
redistribute. The product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and service. Unfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty.
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, 2014. The customer purchased two (2) R[redacted] espresso machines. and they were installed at two (2) different locations. Four months later, the customer called in for a service repair.
On April 13, 2015, the customer called for a service repair. The customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warranty. The customer was reminded that labor is covered by a 90 day warranty. If, however, the service work was due to customer neglect or damage, there is no warranty. Two days later, the service took place. Apparently, the customer initially became upset when was asked to sign a work order before performing the service call. Nevertheless, the problem was diagnosed in the ?eld on April 15, 2015 during the service call. The customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s item. On April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receipt. On April 22, 2015, we performed the replacement service. The customer was not charged for either parts or labor.
Apparently the customer became upset when the ?rst service call did not result in going to her second location. She was upset because she thought she was going to be charged a second
I portal-to-portal labor charge. She was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessary. In any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations.
It seems the customer is complaining about a “no-show,“ but this is not true. The ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis.
It seems the customer claims that she may have purchased lemons. lt does not appear to be so. The manufacturer is extremely reputable and the repair solved the problem.
It seems the customer may also be complaining about whether the installation was wrong. This is also not true. The installation was just ?ne. There is no issue with the installation. Our repair technicians and installation technicians are the best in the industry and we stand by the installation. Regardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proof. To the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair.
Hopefully, this answers all the issues. We value this customer, like we value every customer. We hope the customer continues to maintain a relationship with us. It should be noted that the work performed was completed under warranty. even the labor. We did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaint. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
Respectfully,
[redacted]
Berardi’s Fresh Roast, Inc
June 19, 2015
This response is provided in connection with Complaint ID No. [redacted]. I am in receipt of your letter dated today, June 19, 2015. Berardi's stands by our prior response. The rebuttal, unfortunately, does not offer any new or substantive contradiction to our position. The customer appears unhappy with the manufacturer warranty which we have no control over. The manufacturer is very reputable. Their product is well recognized in the industry as a premium product. Berardi’s did everything to manage the situation and replace the manufacturer‘s product defect. The customer has received no billing for any service or inspection. Sadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicably. Moreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficulties. Berardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service record. lt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamation. Berardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.
To further illustrate the point I am a little confused why this additional letter was sent to us. According to our records the customer received a “free inspection" on May 15"‘ 2015. At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipment. Speci?cally our technician informed [redacted]) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functions. In addition, our technician facilitated a conference call with the manufacturer R[redacted] and with [redacted] and a staff member at the customer, and all were in agreement.
I communicated with Jen on May 18"‘ and spoke with [redacted] (Jeff) the owner also on May 18th‘. The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valve. After sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” service. At this time our technician disassembled the ?ll valve, ?ushed the boiler and showed [redacted] and a maintenance staff employee the foreign object that was obstructing the ?ll valve. Shortly after our technician left l received an email from [redacted] the owner, indicating not to stop in again. Speci?cally [redacted] wrote “[redacted], we did not request your tech to stop today. Please do not send him in anymore, as we are moving to a new vendor. Your claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issue. 1 know you are trying to build your case to show to the Revdex.com. We will continue to only be honest with them. At this point, we request no further contact from you."
Again, almost a month after our last communication we received a letter looking for further explanation. What would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?
Hopefully, this answers all the issues. We value this customer, like we value every customer.
Again, it should be noted that all labor performed was completed without any billing to the customer. The further inspections and service did not require us to provide the labor ‘free of charge’ but we did so. That just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.
Respectfully, [redacted]Berardi’s Fresh Roast, Inc