Ok, so maybe I occasionally use my blog as a platform to rant on a company, but only if they deserve it, and Gourmia and their stupid coffee maker? Yeah, they deserve it.
Three of my life rules:
1. I do what I say I'm gonna do.
2. I expect a shred of customer service decency from anyone selling anything ever.
3. Don't mess with my coffee. Amen?
So when a company obliterates rules #2 and #3, and I tell them I'm gonna spread the word about that, I will. Because, rule #1. You've tied my hands here, Gourmia. Or maybe I should say, you've unleashed them...
I received the Gourmia Espresso Machine & Single Serve Pod Coffee Maker as a gift last Christmas. A mere 7 months later, it broke. Flooded my coffee bar and started spewing coffee grounds at me, broke. Like, my coffee maker turned against me, waged war, and literally assaulted me, broke.
Sorry, it's still a bit raw for me.
I pulled out the manual and it said it was under warranty for one year. Perfect. I called, told the lady I'd received this as a gift 7 months previously, gave her the model number, lot number, and date code she requested, and then she said I'd be receiving an email from their Customer Service Dept. Fine.
The following day I received an email from Norman requesting the model number, lot number, and date code.
I think I've seen this episode before.
His email signed off with,
Happy Cooking :) Norman. Customer Care at Gourmia,
Where delicious gets done.
Okay Norman, if that's your real name, do you even talk to the chick who answers the phone?
But I was still being pleasant at this point, so I sent him the requested information. Again.
The day after that, he sent me another email requesting a copy of my receipt.
Happy Cooking :) Norman. Customer Care at Gourmia,
Where delicious gets done.
Again, I explained that I'd received this as a gift, so I didn't have a receipt. The day after that, I received another email.
For those keeping track, I'm on Day 4 of no coffee.
Know who wasn't happy about that? Everyone.
My pleasant tank is nearing empty and you're on a short leash here, Norman.
That email listed detailed instructions on how to package this machine to ship it back to them, along with the minimum price it would cost ME to have it fixed, and he sealed it with a 'And by the way, if it's damaged when we receive it, it's all your fault and screw you.' (I might be paraphrasing there, but barely.)
Happy Cooking :) Norman. Customer Care at Gourmia,
Where delicious gets done.
How dare you wish me happy cooking and claim you're where the delicious gets done. You're just giving me the email finger at this point.
I emailed him back.
I'm sorry, Norman. You must be confused. I'm the CUSTOMER. YOUR machine broke. Delicious is no longer gettin' done here, Norman. I ain't cookin' and I ain't happy and I sure as hell ain't paying shipping and handling.
Pleasant has left the building.
Ron went out that evening and bought me a new coffee maker, because he knows what happens when my pleasant leaves the building, and he was picking up on my red flags, subtle as they may be.
Norman emailed back that until I show proof of purchase, I'm SOL.
Signed, Happy Cooking :) Norman. Customer Care at Gourmia,
Where delicious gets done.
He's laughing now, I know it.
I responded:
Unfortunately, I had no reason to ask the giver of this gift for the receipt, because it never crossed my mind that this machine would be such piss poor quality, which coincidentally, matches your company's customer service skills. I'll do my best to track down the receipt. In the meantime, I'll do my part in warning potential buyers of your shoddy brand.
Norman won.
But then, miraculously...Ron found the receipt.
I'm back in this thing. *The crowd goes wild*
I emailed Norman a copy of the receipt and a note:
Let me know if you prefer to send me a new one at your expense or refund me completely.
Norman isn't the only one who can give the email finger.
He emailed back:
I need the Amazon order number.
I responded:
Of course you do, you SOB.
Then I sent him the Amazon order number along with:
Surely this is the last hoop I have to jump through for you to make this right.
Nope.
He emailed back. (And I couldn't make this up if I tried.)
He required that I CUT THE CHORD OF THE BROKEN MACHINE IN HALF AND SEND HIM A PICTURE AS PROOF that I couldn't use the broken machine. He suggested I unplug it first.
Thanks, Norman. Now I have a suggestion for YOU, Norman...
Ron: "Maybe you should just let this go."
Oh, sweetie...nooooo...
Come hell or new coffee machine, I'm taking this to the end.
I sent Norman the picture with:
I'll gladly destroy this piece of crap, Norman.
Signed, Happy Refunding :) Shari. Blogger at CloseCourters,
Where Rule #1 gets done.
Norman stopped emailing me.
I was passed off to Yameese, who wanted to let me know that a brand new unit was being shipped to my house ASAP.
Signed, Happy Cooking :) Yahmeese. Parts and Repair at Gourmia,
Where delicious gets done.
Don't start with me, Yameese.
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