Diedrich's Poor customer service! - Barista Exchange2024-03-28T22:35:22Zhttps://www.baristaexchange.com/forum/topics/diedrichs-poor-customer?groupUrl=roasters&commentId=1688216%3AComment%3A1131954&groupId=1688216%3AGroup%3A2144&feed=yes&xn_auth=noHi all,
Am I the only one on…tag:www.baristaexchange.com,2016-09-20:1688216:Comment:15998392016-09-20T18:47:42.375ZN. Hewitthttps://www.baristaexchange.com/profile/NHewitt
Hi all,<br />
<br />
Am I the only one on the planet having issues with a faulty PLC?!!!<br />
<br />
3 weeks now this has been going on! Diedrich apparently has one 'qualified' tech as I was told! She's not in till 1 pm everyday this week as she's helping an Australian customer, and with 'the time difference'!!!..she won't be in to help other customers till 1 pm mountain time!!! What about other customers like me? Just a one of many questions I have for Diedrich at the moment!<br />
<br />
She asked me to buy a new PLC 10 months…
Hi all,<br />
<br />
Am I the only one on the planet having issues with a faulty PLC?!!!<br />
<br />
3 weeks now this has been going on! Diedrich apparently has one 'qualified' tech as I was told! She's not in till 1 pm everyday this week as she's helping an Australian customer, and with 'the time difference'!!!..she won't be in to help other customers till 1 pm mountain time!!! What about other customers like me? Just a one of many questions I have for Diedrich at the moment!<br />
<br />
She asked me to buy a new PLC 10 months ago when my graphics on my screen started acting weird while I was in a middle of a roast! I did. The PLC was replaced and I purchased a new one along with purchasing a new router etc. Now, it's happening again! This time she requested the PLC to be shipped to Diedrich! I did. She shipped it back saying it worked perfectly fine and there's nothing wrong with it! Now what? She said 'unwire and rewire PLC'. Did that too. Problem still there. All I can do is sit and wait till she's in at 1pm MT.<br />
<br />
Apparently Diedrich decided to switch to a new operating system a couple years ago, as Microsoft refused to support the old system any longer. My roaster is R12 and 4 years old. New system costs $5000,00 +$1500,00 cost on top of that for a techie to install it as they told me, + travel time etc !!!<br />
<br />
I'm trying to breath. It's just frustrating.<br />
<br />
Kat To Dan Urieli, I read that yo…tag:www.baristaexchange.com,2011-12-15:1688216:Comment:13275822011-12-15T21:53:56.236ZWendell Schlonegerhttps://www.baristaexchange.com/profile/WendellSchloneger
<p>To Dan Urieli, I read that you use an Israel made roaster. Do you roast here in USA with it?</p>
<p>Do they have offices here in USA to serve this market? How do you like the automatic 2kg?</p>
<p>I wrote to the Coffee-Tech web site and they answered me immediately with specs and prices. Would like to see them in operation.</p>
<p>To Dan Urieli, I read that you use an Israel made roaster. Do you roast here in USA with it?</p>
<p>Do they have offices here in USA to serve this market? How do you like the automatic 2kg?</p>
<p>I wrote to the Coffee-Tech web site and they answered me immediately with specs and prices. Would like to see them in operation.</p> Hey,
I've been reading this t…tag:www.baristaexchange.com,2011-12-14:1688216:Comment:13270082011-12-14T09:58:45.613ZDan Urielihttps://www.baristaexchange.com/profile/DanUrieli
<p>Hey,</p>
<p>I've been reading this thread and just wanted to add my 5 cents...</p>
<p>I'm based in Israel and I roast with Coffee-Tech Engineering roasters (a 90kg one and a 2kg automatic one). Coffee-Tech is an Israeli based company but, since I visit there now and then, I can tell you that from what I know they're super nice whether it's regarding answering mails or servicing their clients all around the world (including the states).</p>
<p>It just seems ridiculous to me what I've been…</p>
<p>Hey,</p>
<p>I've been reading this thread and just wanted to add my 5 cents...</p>
<p>I'm based in Israel and I roast with Coffee-Tech Engineering roasters (a 90kg one and a 2kg automatic one). Coffee-Tech is an Israeli based company but, since I visit there now and then, I can tell you that from what I know they're super nice whether it's regarding answering mails or servicing their clients all around the world (including the states).</p>
<p>It just seems ridiculous to me what I've been reading here about Diedrich so thought I'd let you know that there are manufacturers out there who still bend over backwards for you even after the deal has been done. And that's how it's supposed to be.</p>
<p> </p> i roast on a diedrich as well…tag:www.baristaexchange.com,2011-08-02:1688216:Comment:12217772011-08-02T03:26:30.662Zjeremiah frazierhttps://www.baristaexchange.com/profile/jeremiahfrazier
<p>i roast on a diedrich as well, in the past they have been very accomodating, this is the first ive heard of their new policy?!</p>
<p>did you resolve your blower issue??</p>
<p>i roast on a diedrich as well, in the past they have been very accomodating, this is the first ive heard of their new policy?!</p>
<p>did you resolve your blower issue??</p> Not ridiculous, it is the stu…tag:www.baristaexchange.com,2011-08-01:1688216:Comment:12217382011-08-01T20:32:53.004ZMatias Zeledonhttps://www.baristaexchange.com/profile/MatiasZeledon
<p>Not ridiculous, it is the stupidest thing i have ever heard. With the price they charge for their roasters, they should give you lifetime service. </p>
<p> </p>
<p>I considered them but fortunately found TOPER in Turkey. Granted, the language barrier feels impossible to overcome but they are the nicest people around and for the little things that i have had to deal with, they have been awesome. Plus, the roasters are literally half the price. WIth what i was going to buy one diedrich i…</p>
<p>Not ridiculous, it is the stupidest thing i have ever heard. With the price they charge for their roasters, they should give you lifetime service. </p>
<p> </p>
<p>I considered them but fortunately found TOPER in Turkey. Granted, the language barrier feels impossible to overcome but they are the nicest people around and for the little things that i have had to deal with, they have been awesome. Plus, the roasters are literally half the price. WIth what i was going to buy one diedrich i ended up buying two from Toper.</p>
<p> </p>
<p>I think they now have a distributor in the USA. I hope somebody from Diedrich is reading this.</p> I had always planned on getti…tag:www.baristaexchange.com,2011-05-21:1688216:Comment:11362502011-05-21T14:25:03.861Zteresa pilarzhttps://www.baristaexchange.com/profile/teresa98
<p>I had always planned on getting a small Diedrich for the cafe/roaster I recently opened, but both the generic way they began responding to my questions as well as these reports that I began hearing about customer service made me go an entirely different direction. Now I have two San Franciscan roasters... a 1 pounder and a 6, and haven't looked back. No equipment will be problem free, but the assistance provided by Bill and his staff at Coffee/Per has been invaluable. Not to mention that…</p>
<p>I had always planned on getting a small Diedrich for the cafe/roaster I recently opened, but both the generic way they began responding to my questions as well as these reports that I began hearing about customer service made me go an entirely different direction. Now I have two San Franciscan roasters... a 1 pounder and a 6, and haven't looked back. No equipment will be problem free, but the assistance provided by Bill and his staff at Coffee/Per has been invaluable. Not to mention that they build a fantastic looking hand-crafted machine that is also made in the U.S.A. </p>
<p> </p> I have to agree with Derryl.…tag:www.baristaexchange.com,2011-05-21:1688216:Comment:11357422011-05-21T02:48:34.358ZPiper Joneshttps://www.baristaexchange.com/profile/PiperJones
<p>I have to agree with Derryl. I totally get how problematic service would be on old roasters but it was more in the Customer Service approach of the additional fees to help troubleshoot. I'm not exactly sure how you would word it - but I know there is a way I'd hear it that wouldn't be so off putting in the midst of catastrophe as 'if you need our help you have to pay for it' sort of dialog. I thnk the User Forum is an excellent idea and would take a lot of pressure off Diedrich. Most I've…</p>
<p>I have to agree with Derryl. I totally get how problematic service would be on old roasters but it was more in the Customer Service approach of the additional fees to help troubleshoot. I'm not exactly sure how you would word it - but I know there is a way I'd hear it that wouldn't be so off putting in the midst of catastrophe as 'if you need our help you have to pay for it' sort of dialog. I thnk the User Forum is an excellent idea and would take a lot of pressure off Diedrich. Most I've been a part of have been have involved the best learning.</p>
<p> </p>
<p>Diedrich, want to start something???</p>
<p> </p>
<p>BTW - I still sing the praises of Diedrich as a roasting machine - my loyalty lies in the product, not in the ineffective communication of a service plan.</p> Dean
I agree with almost eve…tag:www.baristaexchange.com,2011-05-20:1688216:Comment:11351632011-05-20T14:44:18.073ZDerryl Reidhttps://www.baristaexchange.com/profile/DerrylReid
<p>Dean </p>
<p>I agree with almost everything you said, but...</p>
<p>I do think there is still room for that friendly "lets get you back up and running ASAP" and we will figure out your bill later!</p>
<p>Especially if it is coming from a customer that bought new, paid on on time, and hasn't been a pain in the A**.</p>
<p>I personally think that this is the way to win back (bring back) manufacturer in North America. Otherwise lets build cheap throw away roasters built in China like everything…</p>
<p>Dean </p>
<p>I agree with almost everything you said, but...</p>
<p>I do think there is still room for that friendly "lets get you back up and running ASAP" and we will figure out your bill later!</p>
<p>Especially if it is coming from a customer that bought new, paid on on time, and hasn't been a pain in the A**.</p>
<p>I personally think that this is the way to win back (bring back) manufacturer in North America. Otherwise lets build cheap throw away roasters built in China like everything else. </p>
<p>As for what I charge my customers... We go the extra mile and beyond with customer service, we want to build long term solid relationships. It is with these relationships that allow us to compete with the big boys! </p>
<p> </p>
<p>Cheers! </p>
<p>Derryl </p>
<p> </p>
<p> </p>
<p> </p>
<p><br/> <cite>dean cycon said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/diedrichs-poor-customer?groupUrl=roasters&commentId=1688216%3AComment%3A1135426&xg_source=msg_com_gr_forum#1688216Comment1135426"><div><p> </p>
<p> </p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/diedrichs-poor-customer?groupUrl=roasters&#1688216Comment941501"><div>Dean here. We had Diedrich (a.k.a. Died Rich...ironic, isn't it?) for eighteen years. They are wonderful workhorses and the parts are easily found and replaced at Grainger or elsewhere. The issue is that a few years ago Steve Diedrich, the owner, became seriously ill and had to turn more of the day to day management and policy decisions ovber to others. Since that time the customer service has really gone downhill and yes you have to pay for it. But to be fair, most companies only give you a one year warranty at best these days anyway, and you always have to buy service contracts. Think about it, in this era of Economics Uber Alles companies have to calculate all costs, so service tech time has a value. The old days of friendly, free support are sadly just about gone, as money has trumped values and this dynamic has crept into almost all things transactional. I advise any one buying a Diedrich or any other machine to ask up front about service and service policies. Actually, 250 per year is not unreasonable if you have a real problem, or need four times a year just to check in and tweek something. Besides, what do you charge your customers for coffee these days? It ain't what it was a few years ago, is it?</div>
</blockquote>
</div>
</blockquote>
Dean here. We had Diedric…tag:www.baristaexchange.com,2011-05-20:1688216:Comment:11354262011-05-20T14:18:20.136Zdean cyconhttps://www.baristaexchange.com/profile/deancycon
<p> </p>
<p> </p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/diedrichs-poor-customer?groupUrl=roasters&#1688216Comment941501"><div>Dean here. We had Diedrich (a.k.a. Died Rich...ironic, isn't it?) for eighteen years. They are wonderful workhorses and the parts are easily found and replaced at Grainger or elsewhere. The issue is that a few years ago Steve Diedrich, the owner, became seriously ill and had to turn more of the day to day management and policy decisions ovber…</div>
</blockquote>
<p> </p>
<p> </p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/diedrichs-poor-customer?groupUrl=roasters&#1688216Comment941501"><div>Dean here. We had Diedrich (a.k.a. Died Rich...ironic, isn't it?) for eighteen years. They are wonderful workhorses and the parts are easily found and replaced at Grainger or elsewhere. The issue is that a few years ago Steve Diedrich, the owner, became seriously ill and had to turn more of the day to day management and policy decisions ovber to others. Since that time the customer service has really gone downhill and yes you have to pay for it. But to be fair, most companies only give you a one year warranty at best these days anyway, and you always have to buy service contracts. Think about it, in this era of Economics Uber Alles companies have to calculate all costs, so service tech time has a value. The old days of friendly, free support are sadly just about gone, as money has trumped values and this dynamic has crept into almost all things transactional. I advise any one buying a Diedrich or any other machine to ask up front about service and service policies. Actually, 250 per year is not unreasonable if you have a real problem, or need four times a year just to check in and tweek something. Besides, what do you charge your customers for coffee these days? It ain't what it was a few years ago, is it?</div>
</blockquote> Hello Kevin,
I like your idea…tag:www.baristaexchange.com,2011-05-17:1688216:Comment:11319542011-05-17T13:57:23.999ZTimothy Pellizzerhttps://www.baristaexchange.com/profile/timothypellizzer
<p>Hello Kevin,</p>
<p>I like your idea. Please keep us posted if the idea develops.</p>
<p>Hello Kevin,</p>
<p>I like your idea. Please keep us posted if the idea develops.</p>