Sapori Fine Flavors

At this point, we still offer to re-diagnose your machine if you ship it to us Our technician may discern what the consequent problem is, and return shipping back to you would be covered by us Let us know if you plan to send your machine in for re-diagnosis so that we can watch for it Sincerely, Kathrin Sapori Fine Flavors

At this point, we still offer to re-diagnose your machine if you ship it to us.? Our technician may discern what the consequent problem is, and return shipping back to you would be covered by us.? ? Let us know if you plan to send your machine in for re-diagnosis so that we can watch for it ? Sincerely, ? Kathrin Sapori Fine Flavors

Complaint: ***I am rejecting this response because:
Sapori Fine Flavors charged me $to repair my espresso machine. They did not repair it. The person who wrote the response claims they repaired it. They did not. Yes it was almost months later that I was able to finally open the box, but there is no reason not being used would cause the machine to become broken. They told me the following reasons why it would have broken for sitting unused: the hydraulics weren't used and that caused the problem--but there are no hydraulics in the machine, It was damaged in shipping--there were no signs of damage and the machine was packed in a heavy outer box and inner box and protected with lots of bubble wrap, It was affected by extreme cold temperatures while in storage--it was inside my y/mother's home the entire time. In the response she writes they "offered to fix it for free," then writes "again offered to diagnose the problem at our cost, if he shipped it in." Which is it? If they had offered to fix it for free, I would have sent it back, but she said they would diagnose it for free--meaning they would look at it and then they would charge me again to "repair" it, which based on my experience was taking the risk of receiving a broken machine again and having to pay again for a machine that only cost $brand new in the first place. I chose not to take the risk. I'd really like to know why now she says they offered to fix it for free then said "again, offed to diagnose it for free" because these are two separate things which it appears she's trying to conflate. She says I was "belligerent." I had given them--and they took my money --$and did not repair the machine. Yes, I was upset. How would anyone feel. Instead of offering to make it right, they blamed me and gave a bunch of invalid excuses. I was planning to have that machine for our family's Christmas celebration which was a special occasion since we finally were able to gather together for the first time in many years...but that was ruined-thanks to this company. Yes, I was upset. How was I supposed to feel? This company took my hard earned money and gave me nothing but grief. What do you call some who does that to you? I'm sorry to use direct language but I was upset. I still am upset. When she sent me an email listing all these excuses, she said "happy holidays" I think. It was upsetting because she and her company had ruined a part of our Christmas holidays. To me that is disingenuous. She says I called her a liar. I don't remember that. I doubt that's true. However I am convinced they never repaired my machine as they claim or they did something to it to cause another problem. Yes, you have protected yourself with your 21-day warranty. Good for you. Congratulations on your legal ability to take customers money, not repair their machines as you promised and avoid responsibility. The last paragraph compares this espresso machine repair to the repair of a car. The truth is, this is an espresso machine not a car. These same exact espresso machines are manufactured and sent to warehouses and retail outlets where sit on shelves for much, much longer than seven months. This is the norm. It happens all the time--again, they will say it was because hydraulics, extreme cold, shipping damage, etc. They won't do anything about it. They are blaming me just as they did from the very beginning. That's fine. I will never do business with this company again. I'd advise anyone else to avoid this company too
Sincerely,*** ***

At this point, we still offer to re-diagnose your machine if you ship it to us.? Our technician may discern what the consequent problem is, and return shipping back to you would be covered by us.?
?
Let us know if you plan to send your machine in for re-diagnosis so that we can watch for it
?
Sincerely,
?
Kathrin
Sapori Fine Flavors

Customer Machine service
May 2, 2016
Customer filled out our online Francis Francis Work Order form.  Before submitting the online form, there is a box that must be checked agreeing to the terms and conditions on our website, with a link to the Terms and Conditions page.  It is...

impossible to submit without customer checking this box.
 
May 2, 2016
A FF Work Order Instructions form was emailed to Customer with his work order number information as well as shipping information.  The Work Order Instruction form was then filled out in its entirety, including customer’s signature.  This form ALSO has terms and conditions outlined at the bottom.
Specifically, this form states “Repairs have a 21-day return policy.  It is the customer’s responsibility to confirm the machine is in working order within 21 days of return.”
 
May 4, 2016
Customer’s machine was received at our office.
 
May 12, 2016
Customer’s machine was fixed.  It passed two technicians’ standards.  It also passed UL certification on our Vitrek Electrical Safety Compliance Analyzer machine. (These Electronic Test results are available on request.)
We contacted customer for verbal approval of repair cost.
 
May 13, 2016
Customer called back to leave verbal approval.
 
May 17, 2016
Machine was billed and shipped, on customer’s request, to Maple Valley, WA address, via FedEx Ground, insured, with direct signature required, as with all machines shipped.
 
May 18, 2016
Machine arrived at Maple Valley address.  FedEx verification is attached.
 
December 20, 2016 – SEVEN MONTHS LATER
Sapori’s head technician received a call that he just opened the box and machine is not working.  Our technician offered to fix it for free, but customer would have to pay to send it in.  Customer was unhappy and belligerent, calling technician a “crook”. 
 
December 20, 2016
We received a follow-up email from customer that machine wasn’t working seven months later and he felt taken advantage of and was upset.
 
Dec. 21, 2016
An email was sent to him in apology that he was unhappy and again offered to diagnose the problem at our cost, if he shipped it in.  I again outlined the 3-week warranty in our terms of service. 
 
Dec. 22, 2016
We received an email saying that I was ingenuine and a liar. 
 
I am enclosing the following:
1.       A copy of the terms of service on our website, agreed to when he first requested work order.
2.       A copy of our FF Work Order Instruction Form, showing the terms and conditions on the bottom.  We have a completed and signed form from the customer if needed. 
3.       Technician’s copy of our repair form worksheet
4.       FedEx tracking data showing that machine was received on May 18, 2016
 
As I am sure you can imagine with any mechanical repair, it is unfortunately impossible to warranty this type of technical repair seven months after the fact.  I am sure you wouldn’t expect to have your car repaired, not run it for many months, and then claim that it wasn’t repaired correctly.  The 21 days we outline in our terms of service and again on the bottom of the Work Order form should give ample time to check that the machine is in good working condition.

Complaint: [redacted]I am rejecting this response because:
Sapori Fine Flavors charged me $230 to repair my espresso machine.  They did not repair it.  The person who wrote the response claims they repaired it.  They did not.  Yes it was almost 7 months later that I was able to finally open the box, but there is no reason not being used would cause the machine to become broken.  They told me the following reasons why it would have broken for sitting unused: 1. the hydraulics weren't used and that caused the problem--but there are no hydraulics in the machine, 2. It was damaged in shipping--there were no signs of damage and the machine was packed in a heavy outer box and inner box and protected with lots of bubble wrap, 3. It was affected by extreme cold temperatures while in storage--it was inside my 86 y/0 mother's home the entire time.  In the response she writes they "offered to fix it for free," then writes "again offered to diagnose the problem at our cost, if he shipped it in."  Which is it?  If they had offered to fix it for free, I would have sent it back, but she said they would diagnose it for free--meaning they would look at it and then they would charge me again to "repair" it, which based on my experience was taking the risk of receiving a broken machine again and having to pay again for a machine that only cost $600 brand new in the first place.  I chose not to take the risk.  I'd really like to know why now she says they offered to fix it for free then said "again, offed to diagnose it for free" because these are two separate things which it appears she's trying to conflate.  She says I was "belligerent."  I had given them--and they took my money --$230 and did not repair the machine.  Yes, I was upset.  How would anyone feel.  Instead of offering to make it right, they blamed me and gave a bunch of invalid excuses.  I was planning to have that machine for our family's Christmas celebration which was a special occasion since we finally were able to gather together for the first time in many years...but that was ruined-thanks to this company.  Yes, I was upset.  How was I supposed to feel?  This company took my hard earned money and gave me nothing but grief.  What do you call some who does that to you?  I'm sorry to use direct language but I was upset.  I still am upset.  When she sent me an email listing all these excuses, she said "happy holidays" I think.  It was upsetting because she and her company had ruined a part of our Christmas holidays.  To me that is disingenuous.  She says I called her a liar.  I don't remember that. I doubt that's true.  However I am convinced they never repaired my machine as they claim or they did something to it to cause another problem. Yes, you have protected yourself with your 21-day warranty.  Good for you.  Congratulations on your legal ability to take customers money, not repair their machines as you promised and avoid responsibility.  The last paragraph compares this espresso machine repair to the repair of a car.  The truth is, this is an espresso machine not a car.  These same exact espresso machines are manufactured and sent to warehouses and retail outlets where sit on shelves for much, much longer than seven months.  This is the norm.  It happens all the time--again, they will say it was because hydraulics, extreme cold, shipping damage, etc.  They won't do anything about it.  They are blaming me just as they did from the very beginning.  That's fine.  I will never do business with this company again.  I'd advise anyone else to avoid this company too.
Sincerely,[redacted]

At this point, we still offer to re-diagnose your machine if you ship it to us.  Our technician may discern what the consequent problem is, and return shipping back to you would be covered by us. 
 
Let us know if you plan to send your machine in for re-diagnosis so that we can watch for it.
 
Sincerely,
 
Kathrin
Sapori Fine Flavors