Jura, Inc

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I have followed up with the complaint from [redacted] with Customer Service regarding the repair of her [redacted] F9 machine.  Ourcustomer service manager acknowledged that the consumer was informed that $245 was the amount to repair her machine, based on the information she...

had providedthem.  Unfortunately, the unit was in such disrepair that the entire internal parts had to be rebuilt, thus the additional charges.  Weapologize that the customer was not advised prior to sending in her machine that additional charges might apply if the unit was discovered a necessity torebuilt entire machine, (which is not the normal situation).  The consumer’s unit was returned to her and the amount of $245 that she had paidwas refunded to her.To accomodate Ms.[redacted], we will offer her a cost of $325 to repair her machine for all of the repairs and rebuilding that will be required.  This cost includes the cost of shipping her machine both ways.  If she would like to send her unit in for repair at this agreed upon cost, she should call customer service at ###-###-####Again, we apologize for what was perhaps a lack of communication and would like the opportunity to try again.

While we feel we have are under no obligation to offer a free repair for this machine, we will make a concession and repair Mr. [redacted]'s E9 machine at no charge.  He will be responsible for packing up his machine and shipping as well as the cost of shipping to our repair facility.  Please provide a phone# where customer service may contact  Mr. [redacted] to arrange the repair.

All Capresso products have a one year warranty. The warranty time for Mr. [redacted] for either a free repair or replacement has lapsed.  While our products are manufactured to last many years, different factors can affect the life of a coffee maker (i.e. use and maintenance).  While we cannot...

offer the customer a replacement or repair at no cost, we will offer a discounted repair fee of $40.  If this is satisfactory, I can have customer service contact Mr. [redacted] to make the arrangements.

We apologize that this customer seems to have problems with the #595 grinder.  We have not had complaints regarding this unit and apologize for the inconvenience.  Customer service does not find any additional calls from the customer since the replacement had been sent.  We would like...

to send an upgraded grinder, model #560.01, Capresso Infinity Conical Burr Grinder, (retail of $99.99) at no cost due to the inconvenience.  Please advise if this is acceptable and we will be happy to ship this to the address noted in this email.

Complaint: [redacted]
I am rejecting this response because: I initially sent it in to get repaired and paid $250 as agreed. I had to resend it in because when I received it after the "repair", it leaked water all over the counter after inputting water tank as I have done the same way since I have owned it. Hmmm. I never had that problem before so I contacted them and said, "Everything seems great, but the tank now leaks water all over the counter and there must be something wrong with the spring/washer piece or someone didn't tighten it, etc. that sits at the bottom of the plastic removable water tank that must be loose and allowing water to seep from the tank on to my kitchen counter". So, I resent it in and they "fixed" it. Then, not relatively, that long after, the machine sounds like it is trying to grind but inside (hard to describe), where you pour grinds in (if you choose to bypass the grinder and have already-ground coffee to brew), there is a revolving door type thing that lets the ground coffee pile up and sit on until it revolves and drops into brewer. When I look down the pre-ground grounds hole, this door is now always open and never revolves back to let the grinds pile up momentarily before revolving and dropping into the brewing thing. My wife and I have been having to grind beans with a separate grinder for some time now which defeats the purpose of a fancy coffee machine that does it all.Bottom line, it was about a year or so since I paid $250.00 for service which I was TOLD AND SOLD on that all the inner workings are replaced when it is serviced and it is essentially a new machine! I said it is expensive but since they said it is a new machine (all new moving parts inside) I figured, why not, I should get at least close to my last run of use, then let's do it. The issue at hand is MOVING PARTS THAT I WAS TOLD WOULD BE REPLACED AND BE ESSENTIALLY A NEW MACHINE. I am not sitting here whining and complaining about the non-moving parts like buttons on the outside that are original or the plastic doors for water or bean compartments, I HAVE AN ISSUE WITH THE VERY PARTS THEY SAID WOULD BE REPLACED AND BE NEW. New parts do not break in 12% of the life it served before UNLESS it is a defective part to begin with or wasn't properly installed and inspected. Simply put, provide quality customer service to your CUSTOMERS. I am not asking for a handout or a check for $500 or a refund of my $250 service or anything what I would deem crazy. I work hard, pay taxes, and enjoy nice things. I am not a bum and sit back and collect welfare for crying out loud. Quit being petty and finish the job. Heck, I even offered to pay shipping both ways. Jura is drawing a line in the sand against someone who paid top dollar for their product and then top dollar for a repair that was simply not done right the first time. I am not being unreasonable.All I ask is that they complete the service I paid for. I am willing to drop pursuit of any subsequent matter involving this machine. This is not a 'give an inch take a mile situation', it is much simpler, give me a well-serviced machine back after I pay a hefty service amount. They returned it to me after service with a leaky water tank, sounds like someone in quality control was sleeping when this machine was "inspected" so don't you think it is very possible the innards weren't inspected properly or it is simply defective part(s) that went into it in the first place at the time of repair. MY PROPOSED COMPROMISE (Which I REALLY REALLY don't feel I should concede anything): I go on record stating that after it is returned in good working order, any/all future issues will NOT be pursued through Jura. All I ask is they give it the quality service that I paid for. If it is sent to me and grinds and brews ONE CUP of coffee problem free, I will not pursue ANY future issues with Jura and this machine. If they do not hear from me in 24 hours from when I receive it back, I hereby waive my rights to contact them or Revdex.com about this machine again. I think that is a very reasonable request and concession that also provides closure for Jura moving forward. 
Regards,
[redacted]

I apologize that this customer was not happy with the results from our customer service.  We have an excellent customer service and receive daily praises from satisfied customers.  If this customer would provide their name and phone number, I will have one of our seasoned customer service...

staff contact her to either troubleshoot to solve or whatever steps may be necessary to ensure that she is again enjoying her Jura machine.  It is always best if the customer can be with their machine at the time of the call. If the customer could also provide her time zone and the best time to contact her.  Our customer service is opened Monday through Friday from 8:30 am - 9:00 PM and Saturday 9-5.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: To Whom It May Concern,

I bought Jura Capresso H20 Plus Electric Water Kettle sometime in December of 2012. Since that time the kettle had failed four times. Every time I shipped the kettle to Jura Capresso, I had to pay for my shipping so when you count the times I have sent it out it really adds up. Jura Capresso cannot reimburse me because I bought the product elsewhere so I have to sent it every time it breaks. Every time I send the kettle, I have to wait a week and half or so for the new one to be sent to me. I have two small children and I use the kettle everyday. I asked the customer service if they can send the new kettle and the shipping label (which they did offer) at the same time, that way I am not left without any kettle. They would not do that. In fact, I had requested to speak to Manager, [redacted] and I was not happy with his professional behavior. He told me he would not be discussing this issue and did not want to take the responsibility of his job. He raised his voice and was not pleasant to me. I am a professional and I do not tolerate this kids of behavior. This is why I am filing this Complaint. Please have in mind that I have sent this kettle quite few times and paid shipping out of my pocket. Now, not even a year later my new kettle had failed again and I will have to purchase a new one. I did not like the customer service and the behavior of Mr. [redacted]. He did not handle the situation professionally. I am very surprised that a big company like this would treat its consumers that way. I will never shop from that company again. Please feel free to contact me if the need arises. Thank you very much for your time.Desired Settlement: I would like an apology and a resolution to this situation. The Customer Service is horrible and not easy to work with. I would like to get refund for the kettle. I couldn't get that and the company couldn't even offer me a replacement at the same time when the shipping label is sent. That way I would not wait the extra weeks for the product to be shipped to me. I am very disappointed.

Business

Response:

Ms. [redacted] had dealt with customer service on numerous occasions with regards to problems with her electric water kettle. Due to the cost factor, while we did send a UPS ARS return label to this customer, until we receive a product back, we cannot send out the no-charge replacement. This is our policy and we do try to send out replacements as quickly as possible, once their unit is received. This customer was offered an upgrade water kettle, model [redacted], at no charge and on a different occasion was offered the same model at no charge. Customer refused both of these offers. She was asking for a refund which we could not provide since the unit was not purchased directly from us. There are certain guidelines that our customer service must follow and we try to make this as seamless as possible for the consumer.

We feel we have done everything to try and accommodate this customer and apologize for any inconvenience.

Review: The first time I called a woman gave me instructions on how to clean the milking system on the coffee pot which I followed to the letter with no improvement. I started calling again about five times and leaving messages for them to call me. They finally called me and the woman was rude, no help, didn't know the product, and tried to blame the problem on a modular cooling unit (also made by them) that had nothing to do with the problem. The pump for the milk is located inside of the coffee pot and made a knocking noise when I first got the pot but barely makes any noise now and does not pull/push the milk through the tube into the pot as it did when it was new. It only produces steam when activated which shows that the heating element in the pot is working but there is no milk being supplied to froth. When I started questioning the woman's solution of blaming the milk holder she immediately got very short with me and said I was rude and said she was going to have someone else call me which never happened.Desired Settlement: Repair or replace the pumping system for the milk frothing system or possible upgrade the pump if a design flaw is present.

Business

Response:

I apologize that this customer was not happy with the results from our customer service. We have an excellent customer service and receive daily praises from satisfied customers. If this customer would provide their name and phone number, I will have one of our seasoned customer service staff contact her to either troubleshoot to solve or whatever steps may be necessary to ensure that she is again enjoying her Jura machine. It is always best if the customer can be with their machine at the time of the call. If the customer could also provide her time zone and the best time to contact her. Our customer service is opened Monday through Friday from 8:30 am - 9:00 PM and Saturday 9-5.

Review: The address on Jura Capresso, Inc receipt is: [redacted] NJ 07624; which differs from the initial address listed during the Revdex.com selection process.

On 09/24/13, I ordered 1-3 pack unit of replacement charcoal water filters (Order no.[redacted], Invoice No.[redacted], Item No.[redacted]) , for $22.95, to be used in the [redacted] Plus coffee machine. This is not the first time I have ordered this product through the manufacturer's web site, however, this IS the first time the water filters arrived without being in the standard retail box. Instead, each of the three water filters were individually wrapped (as they are in the retail box) and sent within a zip-lock type bag. I assumed this was done to reduce shipping costs, yet, upon opening one filer and rinsing with water prior to use, I found it DID NOT yield any charcoal sediment. I repeated this process with a second water filter (we have two machines), and it yielded the same results. Previously, the filter always NEEDED to be rinsed prior to use. I contacted to manufacturer via email on 09/28/13 and they simply replied on 09/30/13, explaining that the filters WERE the same. I have a difficult time believing the manufacturer. I'm mostly concerned if these may have been re-packaged, used filters. I had also owned a fresh-water aquarium for ten years, and had never seen any charcoal water-products that had not yielded any sediment. I save one, unopened filter, in the event anyone may have the ability to analysis the contents.

Business

Response:

Due to the fact this complaint was not received before now, we have not responded. The filters #[redacted]are always sent in a retail box. However, for this customer’s order they were not. Our warehouse has been informed to prevent this from happening in the future. The customer was sent NEW filters on his original order. We are shipping today, 8/22/14, a new 3 pack of the filters to this customer at no charge.

Review: I bought Jura's Impressa E9 in 2006. It is a great machine and I was honestly surprised at how little maintenance I had to perform to keep it running so great. About a year and a half ago I reluctantly sent in my machine as it was jamming. I wasn't complaining too much as it had performed almost flawlessly for 8 years! The price was $250 for service. I about dropped the phone after I heard how much it was but the rep I spoke to said they basically take out all the guts (moving parts) and replace with brand new parts. I said, well, it's expensive but if I get another 8 years with a quality machine, then I am all about it. I had the service done, it wasn't extremely swift but I understand that they need time to ship both ways and perform the repair so I wasn't complaining about the time. I got my machine back, essentially brand new with my old shell which was cleaned nicely and I was HAPPY. About a year and a half later, the machine will not grind beans and send to inside where it is pressure brewed. I have no idea, I bought their expensive cleaning tablets and maintained exactly how I did the previous 8 year stretch and it lasted a whopping 12% as long. So, I call and say, "I just paid $250 for service, and something is awry with this machine." They say, "I'm so sorry sir, but you are out of 90 days you will nee to pay $290 and we can service it again.". Yeah yeah, I get it, you have to draw the line somewhere BUT give me a dang break. After I asked for supervisor and then a higher up manager, they sounded annoyed and said "Sir, there is nothing we can do". I even offered to pay shipping both ways as it isn't too much to ask for a machine of this caliber to last at least somewhat close to when it was new as they replaced the ENTIRE guts of the machine just a year and a half ago. I am NOT happy, and cannot use my 2k machine and am left with the only option of placing this hunk of plastic in the recycle bin and buying a Mr. Coffee.Desired Settlement: Fix my Impressa. After the headache and their non-willingness to appease their customer, I rescind my offer of paying for shipping. So...Desired outcome?... a fixed machine and they can cover shipping both ways. I never asked for too much and even offered to pay shipping both ways to the 3 people I spoke to. If they had done that, their cost would have been a grand total of NOTHING for this simple fix. Their repair guy is already being paid to sit in a chair and fix these so very minimal time on their end and I was going to pay for shipping. I don't think that is unreasonable. I wasn't asking for a credit or money or anything, just a working machine that I had just recently paid $250 to service. I own my own business and will go the extra mile ESPECIALLY if it doesn't cost me anything. If it costs me something, I weigh the pros and cons and usually would rather sleep at night and have a ecstatic customer than to play hard ball with the very people that provide food for my table.

Business

Response:

First we are pleased that Mr. [redacted] received many years of service from his IMPRESSA E9. I spoke with customer service and reviewing the service records I discovered the following: This unit came in for service on 2/11/14 was repaired and returned to customer. On 4/14/14 customer service was called stating that he was having a problem with the machine; since it was within the 90 day warranty, a UPS ARS return label was provided to send in the machine for repair at no cost. The unit however, was not sent in until 9/16/14. The E9 was repaired and returned to customer. Mr. [redacted] called on 1/19/16 to report that his unit was not working properly. While we pride ourselves on the longevity of our product, any item after a period of years will begin to have issues or wear out. The IMPRESSA E9 has been discontinued since 2008 and as time goes on, it become more costly to repair older machines. Mr. [redacted] was offered to trade in his current machine for a new model both times he called customer service. This is a service to assist customers into a newer model at much less cost than purchasing a new machine. The cost of the E9 in 2006 was $1,199 and his options with JURA remain the same. Customer service can make arrangements to have his unit repaired at the cost he was quoted on 1/19/16 or he can take advantage of the trade-in offer. We strive to offer great customer service and we do our best to keep the costs to repair the machines with shipping at a minimum.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I initially sent it in to get repaired and paid $250 as agreed. I had to resend it in because when I received it after the "repair", it leaked water all over the counter after inputting water tank as I have done the same way since I have owned it. Hmmm. I never had that problem before so I contacted them and said, "Everything seems great, but the tank now leaks water all over the counter and there must be something wrong with the spring/washer piece or someone didn't tighten it, etc. that sits at the bottom of the plastic removable water tank that must be loose and allowing water to seep from the tank on to my kitchen counter". So, I resent it in and they "fixed" it. Then, not relatively, that long after, the machine sounds like it is trying to grind but inside (hard to describe), where you pour grinds in (if you choose to bypass the grinder and have already-ground coffee to brew), there is a revolving door type thing that lets the ground coffee pile up and sit on until it revolves and drops into brewer. When I look down the pre-ground grounds hole, this door is now always open and never revolves back to let the grinds pile up momentarily before revolving and dropping into the brewing thing. My wife and I have been having to grind beans with a separate grinder for some time now which defeats the purpose of a fancy coffee machine that does it all.Bottom line, it was about a year or so since I paid $250.00 for service which I was TOLD AND SOLD on that all the inner workings are replaced when it is serviced and it is essentially a new machine! I said it is expensive but since they said it is a new machine (all new moving parts inside) I figured, why not, I should get at least close to my last run of use, then let's do it. The issue at hand is MOVING PARTS THAT I WAS TOLD WOULD BE REPLACED AND BE ESSENTIALLY A NEW MACHINE. I am not sitting here whining and complaining about the non-moving parts like buttons on the outside that are original or the plastic doors for water or bean compartments, I HAVE AN ISSUE WITH THE VERY PARTS THEY SAID WOULD BE REPLACED AND BE NEW. New parts do not break in 12% of the life it served before UNLESS it is a defective part to begin with or wasn't properly installed and inspected. Simply put, provide quality customer service to your CUSTOMERS. I am not asking for a handout or a check for $500 or a refund of my $250 service or anything what I would deem crazy. I work hard, pay taxes, and enjoy nice things. I am not a bum and sit back and collect welfare for crying out loud. Quit being petty and finish the job. Heck, I even offered to pay shipping both ways. Jura is drawing a line in the sand against someone who paid top dollar for their product and then top dollar for a repair that was simply not done right the first time. I am not being unreasonable.All I ask is that they complete the service I paid for. I am willing to drop pursuit of any subsequent matter involving this machine. This is not a 'give an inch take a mile situation', it is much simpler, give me a well-serviced machine back after I pay a hefty service amount. They returned it to me after service with a leaky water tank, sounds like someone in quality control was sleeping when this machine was "inspected" so don't you think it is very possible the innards weren't inspected properly or it is simply defective part(s) that went into it in the first place at the time of repair. MY PROPOSED COMPROMISE (Which I REALLY REALLY don't feel I should concede anything): I go on record stating that after it is returned in good working order, any/all future issues will NOT be pursued through Jura. All I ask is they give it the quality service that I paid for. If it is sent to me and grinds and brews ONE CUP of coffee problem free, I will not pursue ANY future issues with Jura and this machine. If they do not hear from me in 24 hours from when I receive it back, I hereby waive my rights to contact them or Revdex.com about this machine again. I think that is a very reasonable request and concession that also provides closure for Jura moving forward.

Regards,

Business

Response:

While we feel we have are under no obligation to offer a free repair for this machine, we will make a concession and repair Mr. [redacted]'s E9 machine at no charge. He will be responsible for packing up his machine and shipping as well as the cost of shipping to our repair facility. Please provide a phone# where customer service may contact Mr. [redacted] to arrange the repair.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My number is [redacted].

Regards,

Review: I called [redacted] and asked how much it would cost to repair my F9 machine. They said $245.00, which would include everything. I sent the machine in on 10-8-14. [redacted] from Jura called me on 10-13-14 and said my machine arrived with the exterior very damaged and would cost another $275.00. I asked for pictures so I could go back to the shipping company as my machine had not exterior damage when it shipped. He then called me back on 10-15-14 and said he had good news it would only cost another $150.00 because it need to be rebuilt on the inside. They never declared or disclosed there could be additional charges. So today, 10-16-14 I called the 800 number and asked how much it would cost to have a F9 repaired and again I was told by[redacted] that it would be $245.00 and I specifically asked it that was all and he said yes. No disclosure of possible additional fees. I called back and spoke to the manager who said yes it was and additional $150.00 and he did not care that twice it was never disclosed there could be additional costs. I would never have sent the machine in for repair if the cost as $245 plus $150 plus $25 for packaging to send the machine. I believe they should disclose the possibility there might be additional charges.Desired Settlement: machine repaired for the twice stated amount of $245.00

Business

Response:

I have followed up with the complaint from [redacted] with Customer Service regarding the repair of her [redacted] F9 machine. Ourcustomer service manager acknowledged that the consumer was informed that $245 was the amount to repair her machine, based on the information she had providedthem. Unfortunately, the unit was in such disrepair that the entire internal parts had to be rebuilt, thus the additional charges. Weapologize that the customer was not advised prior to sending in her machine that additional charges might apply if the unit was discovered a necessity torebuilt entire machine, (which is not the normal situation). The consumer’s unit was returned to her and the amount of $245 that she had paidwas refunded to her.To accomodate Ms.[redacted], we will offer her a cost of $325 to repair her machine for all of the repairs and rebuilding that will be required. This cost includes the cost of shipping her machine both ways. If she would like to send her unit in for repair at this agreed upon cost, she should call customer service at ###-###-####Again, we apologize for what was perhaps a lack of communication and would like the opportunity to try again.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I own a Capresso model 351 (combination coffee & espresso machine). It is no longer manufactured and the unit was made before Capresso merged with Jura. I inquired about how to get a repair done because the espresso pump had begun leaking water when used. Jura Capresso service told me they could definitely repair the unit, but then offered me a discount on one of their new machines instead. I said no thanks I just want mine fixed. They told me where to send it, said it would be $125.00 including shipping both ways, and sent me a shipping label. I got an email when they received my machine. The next day they called and said the heat plate on the coffee side was not working and they had no replacement parts for that and declared it unrepairable. I said the heat plate was never an issue and it worked fine when I sent it. Again they offered to sell me a new model and would deduct my $125 from the price. (they cost over $500 and don't do what my mine does). I said I sent it in to fix a leak in the espresso pump, not to be refurbished, could you please just fix the leak. He said no, it's declared unrepairable and I would not be charged the $125 for repair. So I said just send it back to me. They told me there would be a shipping fee of just over $20. I said that is unacceptable. Nobody told me repair depends on what parts are needed, before sending it I was told they could definitely repair it. He said he couldn't authorize waiving the fee. I said let me speak with someone who can. I was put on hold and the same guy came back minutes later and said "My manager said they would waive the shipping fee". I said I don't see why you just won't fix my machine. I received an email from Capresso later that day saying my repair was done and they had shipped my machine back to me. It also included a tracking number. A couple days later I got an invoice in the mail showin $125 charged to my card. The machine arrived not repaired and with serious scuffs on top! The heat plate works.Desired Settlement: It is clear I caught them in a huge lie. They hoped to make a sale and nothing more. I know my machine is repairable. They also went ahead and charged $125 to my credit card anyway, even though no repair was done and they did cosmetic damage to my machine!

-I WANT THE $125 REFUNDED/REVERSED TO MY CARD!

-I want the repair done at Jura-Capresso's expense by a qualified third party in my local area.

I feel this is fair since their service practice is far from ethical. The cosmetic damages they did can't be fixed so a simple refund of the $125 isn't enough to give me satisfaction. They lied about the heat plate on the coffee side, they scuffed up the entire top of my machine, they kept trying to sell me a new product that costs $500-$1,200 and can't make a pot of coffee & espresso, charged me $125, and wasted a lot of my time & effort.

Business

Response:

The unit this consumer owns, model #351 has been discontinued for over ten years. Parts are available for discontinued product for a period of time and we try to repair customers units as long as parts are available. The charge of $125 is automatically charged in our system, although once the unit was sent back to the consumer when it was determined it could not be repaired, a credit was issued on 7/29/13.

With regards to the cosmetic damage done to their unit; our repair facility is very conscientious to carefully package and protect products when they are shipped. Due to this we have to consider the fact that the cosmetic damage was done to the unit when the consumer shipped the unit to the repair facility.

As noted above, the credit was issued on 7/29/13 (complaint was filed on 7/26/13). A repair cannot be done due to lack of parts for this discontinued model. A discounted replacement is offered only to try and accommodate the consumer.