Hi all, 

 

I just had to post after reading and seeing all the talent and intelligence on the boards. My issue is a difficult diagnoses over a forum, but any help is appreciated. 

 

The company I work for has a Mazzer Robur E they bought last year as a trail grinder, in hopes to implement them in our 2 shops.  Long story short, I took it home, cleaned it out, plugged it in and hit grind. Shockingly after a hour of trying to dial it in. It was grinding a 20g in 9.6 seconds at best...  Also, the grinds where warm. Even after letting it sit a minute or 2 apart.

 

I know how great these grinders are and had the chance to play with one at intelgensia's lab in NYC. 9.6 seconds is not even close to what there capable of or what theres was producing... After talking with my boss, he said he had the same results hence why it has been collecting dust on our parts shelf... 

 

This leaves me with 2 conclusions. One, I am pulling a noob and if someone would be nice enough to walk me through a set by step on how to dial in this beauty. I would be very thankful. Two, this grinder unfortunately was manufacture defect or damaged in shipping.  Where would be the best place to get this fixed in the (NJ/NYC) area? Or is there something I can do my self to diagnose? I am a bit mechanically inclined or I like to think so. 

 

Thank you in advance for your replies. I look forward to adding what knowledge I have to barista exchanging! 

 

Peach 

 

P.S. I should have mentioned that when adjusting the grinder. The grinder adjustment ring took a little mussel and took 3 to 3.5 times to where I could begin dialing in.  I was think stripped threads on the adjustment ring....:(

 

Tags: Grinder, Mazzer, Problems, grinding, issues, slow

Views: 4274

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Here is a copy of his email. I will be doing this wednesday and let you know the results!

thanks peach

Please do the last test : grind 5 pounds of uncooked white rice. that should increase the grinding speed.

Curious if running rice helped out?  Would love an update.

i can take it off your hands if you don't want to trouble with it, 

does anyone know of one for sale?

Give me a Pmail terry z @ Espressoparts.com....

yes, i got message, i'm looking for something used, do you have used ones in stock?

Yep

still looking for a used Robur E, 

Terry was all sold out by the time i could react, anybody have one?

Hello Everyone,

Sorry for the delay in posting my outcome. Unforchanitly, my grinder is still what i believe a "Lemon". I am not to tech savvy and received nothing but further frustration from mazzer.  I feel its appropriate to post my customer service experience.

For me, a product is only as good as the people that stand behind it. 

Here is our correspondence. 

-peach

p.s. My emails are in: Black. Lucca, from Mazzer are in: Blue

____

Luca, 

I am sorry for my delay in responding. I do have some disappointing news. I bought 100% uncooked long grain white rice, I ran 5 pounds through, did a thorough cleaning with Air tools, then put the grinder back together and began dialing it in.  I got it to the best consistency I could, but wasn't happy with the performance as 18g where wavering +-2.4 Grams on seemed a little faster.  Hoping that maybe it needed a bit more breaking in, I bought it down to the cafe for a few hours of use.  Our cafe is very high volume and fast paced, yet precious. We extract 8,200 shots a week. So, if anything would break it would be few hours there.  Long story short, I couldn't even use it because of the inconsistency in the 18g dose and 6 second grind time... 

Luca, I am beyond frustrated and have spent 45 hours diagnosing, cleaning, seeking advice from industry professionals, transported it to 1st line for diagnosis (Very disappointed), ect.  I have used these grinders before and I know what they are capable of as well as my company when they tried Intelligentsia's robur at the NYC lab.  So, something is wrong with this grinder... 

With that, I am going to ask again as our last effort, please help us repair or replace this grinder. I understand some time has passed since we purchased it, but it has been in the box due to the dilemma of how to go about fixing this grinder, lack of knowledge and customer service (on 1st lines equipments side), and most of all, the misrepresentation of what a true Robur is and what I know it can produce. 

I hope you can solve this problem for us so we can begin to implement Mazzer to our company, receiving the benefits of costly and long anticipated investment. Thank you for your time, Luca, I look forward to your response. 

Best Regards, 

Peach 

____

Peach, 

Thank you for your e-mail.
 
What is the real problem now ? Is the grinder too slow (18 g in  6 sec) ?
 

Best regards,
Luca Maccatrozzo 
export manager 

___


Thanks for your reply, im sorry if i wasnt clear.. There are 2 issues. It is dozing very inconstant, around +-2 grams. In other words, I doze and it's 16.3 and doze another and it's 18.7. 

2nd issue still is slow. I can't even dail it in correctly to figure out exsactly time, but have it set around 6.05 seconds so the time is a little better. still double of other Roburs are. 

Best regards, 

Peach 

Sent from my iPhone 

____


Luca, 

Did you receive my last email? 

Best Regards 

patrick 

_____


Dear Peach, 

Thank you for your e-mail.
 
The dose unconistency is a bit far from what should be. 
About speed 3 grams/second is also uncommon.
 

Best regards,
Luca Maccatrozzo 
export manager 

_____


Luca, 

I feel we are going in circles.  We both agree something is wrong with the grinder. Are you going to help us fix or replace this faulty piece of equipment? 

Thanks 

Patrick

Sent from my iPhone
 

______


Dear Peach, 

Thank you for your e-mail. 
I can't say something is wrong with the grinder if I cannot see it. 

Best regards,
Luca Maccatrozzo 
export manager 

____


Are you in the united states? If I got the grinder to you or if you not in the states, to someone you recommend. Would you be able to help fixing it?
Best regards
Patrick

Sent from my iPhone
____
**I have sent that email twice, no response. So, I have a beautiful paper weight.
I personally will never buy another Mazzer product again. 
thank you for all your help and sorry for the delay, in posting a response. 


Give me a call @ 360-789-0639 and I might be able to help.

Terry Z

I am doing some research before deciding on a new grinder for my small shop. I like the Mazzer Kony because of it's slow grind speed and conical burrs. But after reading this discussion thread and the experiences that Peach has had I'm a bit skeptical. Do you all have any advice or other recommendations for me?

PS, my shop is quite small and we are NOT a high volume place. I sometimes only run a couple of shots in a day. However, I am striving to be a high quality artisan shop.

Thanks for any thoughts you might have.

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