Complaint: [redacted] I am rejecting this response because: CaffeTech did not provide insurance on the packageCaffeTech did not follow it's own procedure and insure the package, if there was insurance I could have just dealt with shipping company to resolve this issueCaffeTech continues to make assumptions without seeing the machineI find this very unreasonableIn addition, the pictures of the box show that it was damaged during shipping - even the shipping company recognised this and offered to repay me, but since it wasn't insured they only offered 20% of the value Sincerely, [redacted]
Caffe Tech Canada Ltdprovides shipping insurance on all packages via a third-party serviceThe pivotal argument is whether or not the damage to the grinder occurred during or after shippingWhen the grinder was shipped, the burrs, while not fully tightened, were threaded on to the grinder body to the point that all the threads on the regulator collar were engagedIt is impossible that the burrs were "knocked out of alignment" during shipping as this would require a significant intentional force be applied directly to the regulator/adjustment collarIn the pictures sent to us by Mr*** upon his receipt of the grinder and machine, it can very clearly be seen that the threads on both the grinder body and regulator collar are intactIt is my impression, based on the aforementioned observations, that the damage incurred to the threads took place when Mr*** reattached the regulator collar after being coached through a setup by Caffe Tech staff. See attached machine manual for clarification
*** *** was a customer who wanted to purchase a coffee equipment at discounted ratesWe made a below cost arrangement to move old inventory at his requestHe chose a coffee machine and coffee grinder that were new fully functioning and with a full year warrantyThis is the only manner
with which we sell equipment online and across the country. The equipment he purchased and in question was new and one of the items particularly in question, a *** *** grinder was an open box grinder that was returned from a previous sale because the former customer wanted to upgrade his grinder. As is the case with all the equipment we sell in Canada, this grinder was tested on our facility and operated in perfect order. It's not uncommon, that some items are mishandled in shippingHowever it is our policy and clearly stated on our website that we are not responsible for any shipping damageIn this case the grinder was not damaged at all but instead had a loose connection from a wire as a result from the shippingWe instructed Mr*** on how to easily reconnect the wire and it is grinder back in operationThis is part of the service that we supply all our customers across the country - Telephone and email supportHe was easily able to get the grinder into operation and start utilizing it. The greater problem occurred when he attempted to use the grinder and did so not in accordance with the instructions provided by us and the manufacturer This lead to excessive damage of the grinder burrs and metal fragments being released within the grinderMr***, then proceeded to put the onus and the blame on the grinder and the shipping company as being faulty or mishandledWe knew this not to be the case, because we had tested the grinder before it left or facility and it tested and fantastic orderIt's implicit that when a customer receives equipment of this caliber, that he read the instructions and understands how to properly utilize the equipment without creating damage. our policy, and that of the manufacturer is to only warrant and ensure proper grinder operation out of the box, when there is a manufacturer defect. Despite this being our policy and that of the manufacture, we still attempted to rectify Mr*** problem, by offering prepaid shipping to our location where we could look at repairing the grinder but the repairs only at his cost because it was not a warranty issueMr*** did not except the graces ( free shipping ) offered by our company, and instead began to threaten us with complaint to the Revdex.com, and to go online on various coffee forms and publicly the fame our company and our service support.Our company, and the manufacture claim no misrepresentation, or wrongdoing in the sale of this coffee grinder to Mr***, but instead hold a position that Mr*** damaged his equipment from improper use and then attempted to extort our company into excepting the grinder back for a full refund or even A refund less a restocking fee We find it both offensive and disappointing that a customer like this would've use the services of the Revdex.com in such a way as Mr*** has. We have enclosed a complete correspondence and email thread relating to the issue in order to demonstrate our willingness to assist the customer and go above and beyond our requirements as an online retailerWe deny any wrong doing in respect to the matter is a conscious retailer and reputable business in the coffee industry of over years. We consider the matter closed and are certain that this complaint is invalid
Complaint: [redacted]
I am rejecting this response because: CaffeTech did not provide insurance on the package. CaffeTech did not follow it's own procedure and insure the package, if there was insurance I could have just dealt with shipping company to resolve this issue. CaffeTech continues to make assumptions without seeing the machine. I find this very unreasonable. In addition, the pictures of the box show that it was damaged during shipping - even the shipping company recognised this and offered to repay me, but since it wasn't insured they only offered 20% of the value.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because: CaffeTech did not provide insurance on the packageCaffeTech did not follow it's own procedure and insure the package, if there was insurance I could have just dealt with shipping company to resolve this issueCaffeTech continues to make assumptions without seeing the machineI find this very unreasonableIn addition, the pictures of the box show that it was damaged during shipping - even the shipping company recognised this and offered to repay me, but since it wasn't insured they only offered 20% of the value Sincerely, [redacted]
Caffe Tech Canada Ltdprovides shipping insurance on all packages via a third-party serviceThe pivotal argument is whether or not the damage to the grinder occurred during or after shippingWhen the grinder was shipped, the burrs, while not fully tightened, were threaded on to the grinder body to the point that all the threads on the regulator collar were engagedIt is impossible that the burrs were "knocked out of alignment" during shipping as this would require a significant intentional force be applied directly to the regulator/adjustment collarIn the pictures sent to us by Mr*** upon his receipt of the grinder and machine, it can very clearly be seen that the threads on both the grinder body and regulator collar are intactIt is my impression, based on the aforementioned observations, that the damage incurred to the threads took place when Mr*** reattached the regulator collar after being coached through a setup by Caffe Tech staff. See attached machine manual for clarification
*** *** was a customer who wanted to purchase a coffee equipment at discounted ratesWe made a below cost arrangement to move old inventory at his requestHe chose a coffee machine and coffee grinder that were new fully functioning and with a full year warrantyThis is the only manner
with which we sell equipment online and across the country. The equipment he purchased and in question was new and one of the items particularly in question, a *** *** grinder was an open box grinder that was returned from a previous sale because the former customer wanted to upgrade his grinder. As is the case with all the equipment we sell in Canada, this grinder was tested on our facility and operated in perfect order. It's not uncommon, that some items are mishandled in shippingHowever it is our policy and clearly stated on our website that we are not responsible for any shipping damageIn this case the grinder was not damaged at all but instead had a loose connection from a wire as a result from the shippingWe instructed Mr*** on how to easily reconnect the wire and it is grinder back in operationThis is part of the service that we supply all our customers across the country - Telephone and email supportHe was easily able to get the grinder into operation and start utilizing it. The greater problem occurred when he attempted to use the grinder and did so not in accordance with the instructions provided by us and the manufacturer This lead to excessive damage of the grinder burrs and metal fragments being released within the grinderMr***, then proceeded to put the onus and the blame on the grinder and the shipping company as being faulty or mishandledWe knew this not to be the case, because we had tested the grinder before it left or facility and it tested and fantastic orderIt's implicit that when a customer receives equipment of this caliber, that he read the instructions and understands how to properly utilize the equipment without creating damage. our policy, and that of the manufacturer is to only warrant and ensure proper grinder operation out of the box, when there is a manufacturer defect. Despite this being our policy and that of the manufacture, we still attempted to rectify Mr*** problem, by offering prepaid shipping to our location where we could look at repairing the grinder but the repairs only at his cost because it was not a warranty issueMr*** did not except the graces ( free shipping ) offered by our company, and instead began to threaten us with complaint to the Revdex.com, and to go online on various coffee forms and publicly the fame our company and our service support.Our company, and the manufacture claim no misrepresentation, or wrongdoing in the sale of this coffee grinder to Mr***, but instead hold a position that Mr*** damaged his equipment from improper use and then attempted to extort our company into excepting the grinder back for a full refund or even A refund less a restocking fee We find it both offensive and disappointing that a customer like this would've use the services of the Revdex.com in such a way as Mr*** has. We have enclosed a complete correspondence and email thread relating to the issue in order to demonstrate our willingness to assist the customer and go above and beyond our requirements as an online retailerWe deny any wrong doing in respect to the matter is a conscious retailer and reputable business in the coffee industry of over years. We consider the matter closed and are certain that this complaint is invalid
Complaint: [redacted]
I am rejecting this response because: CaffeTech did not provide insurance on the package. CaffeTech did not follow it's own procedure and insure the package, if there was insurance I could have just dealt with shipping company to resolve this issue. CaffeTech continues to make assumptions without seeing the machine. I find this very unreasonable. In addition, the pictures of the box show that it was damaged during shipping - even the shipping company recognised this and offered to repay me, but since it wasn't insured they only offered 20% of the value.
Sincerely,
[redacted]