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Posts: 7
Registered: ‎11-18-2019

Issues with Smarter Coffee Maker

[ Edited ]

Bought a Smarter Coffee Maker from Best Buy and the grinder died. The manufacturer claims they would replace after forcing me send proof of purchase, videos, following their troubleshooting, etc...  2.5 months later they are still making excuses about delays in manufacturing. Upon researching reviews on line, it sounds like this is a scam and they will just keep stringing me along.

 

So, I want to report this issue to Best Buy so they are aware of challenges with this manufacturer and just maybe they can help apply pressure to get me a fix or a partial refund. I can't get a definitive answer from them and feel like I would continue to get same story for months until I gave up trying...

 

 

 

 

Your ticket (68861) has been updated. To add additional comments, reply to this email.

 

Jayson (Smarter )

Nov 18, 10:06 GMT

Hello Matt,

 

In the first two weeks of December we will be contacting you with an email about the scheduled delivery date.

 

We are scheduled to receive the new Smarter coffee machines in late December.

 

As you purchased the coffee machine from Best Buy, we are unable to complete a refund, as they purchase directly from the manufacturers. 

 

I appreciate that you have been more than patient with the delay.

 

Many thanks,

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

Nov 15, 18:51 GMT

What is the solid delivery date? Will you be sending me a tracking number? Will you be sending me $$ if you miss the date this time?

 

 

Jayson (Smarter )

Nov 15, 16:22 GMT

Hello Matt,

 

I must apologise for this situation. I know it is very irritating to have to wait for such a long period of time for your Smarter Coffee Machine and I would be as disappointed as you are.

 

I really am sorry for how frustrating this situation is, but unfortunately we do not have any US stock as of now. We are on schedule to more in stock by late December. 

 

Even though we are unable to deliver your new machine now, what I can do is offer to extend your warranty for the new machine. As you warranty expires in April 2020, we will honour the months that you have been without the machine. Extending April 2020 with the additional months. 

 

I have confirmed that you are on the shipment list and I really do look forward to sending you your coffee machine.

 

Thank you again,

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

 

Nov 15, 15:29 GMT

Two more weeks have passed and still no coffee machine or solid updates? Why after 2.5 months of waiting should I have any faith in your actually delivering me a new machine.

Extremely disappointed and will be posting reviews on Best Buy, Amazon or any other sites I can to save others from making the same mistake of trusting your company to stand behind your products.

Matt

 

 

Jayson (Smarter )

Oct 29, 19:54 GMT

Hi Matt,

 

I am aware and very sorry for the delay in the delivery of your Smarter Coffee Machine. I didn’t expect such a delay to occur.

 

I apologise for the fact that you were told it would be with you before, but it will be in December. We are expecting deliveries to start going out as soon as they have arrived with us in the UK.

 

There has been an unexpected delay with the shipping. Since the machines were made with a stronger grinder, there was also a manufacturing delay.

 

Ideally this is not our norm and appreciate your understanding in this matter. I want to apologise again for the fact that we are experiencing delays with the shipping that are truly out of our control.

 

I assure you my very best service and absolutely look forward to sending you your coffee machine.

 

Thank you again,

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

Oct 28, 19:24 GMT

I have not received an update on my new coffee maker? Do I need to start filing complaints in order to get a definitive date for my replacement?

You guys were very responsive when I first reached out, but then have been unable to tell me anything about the replacement.

 

 

Matt {removed per forum guidelines}

Oct 22, 06:04 BST

Do you have an update on the coffee machine delivery date? At this point I wish I had just bought a new one as I have been waiting for a long time...not really sure it is actually coming at this point.

 

 

Scarlet (Smarter )

Oct 7, 10:11 BST

Hi Matt, 

 

Thank you for your email. 

 

Please feel free to disregard automated emails form us, they are generated after a set time of inactivity on a ticket. 

 

Your case will remain open until your machine is with you. 

 

Many thanks, 

 

Scarlet 

Smarter Support

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Matt {removed per forum guidelines}

Oct 5, 15:37 BST

You are waiting to hear back from me? I have been waiting for my new machine for a LONG TIME.... this ticket will not be closed until you resolve issue.

 

 

Scarlet (Smarter )

Oct 1, 10:31 BST

Hi Matt, 

 

Thank you for getting in touch.

 

Our coffee machines will be arriving with us within the next week or so, and will be dispatched at that that point. 

 

Please keep your eyes on your email inbox over the coming weeks as we will be sending you out a dispatch confirmation alongside your tracking details in due course.

 

Thank you for your patience and please do let me know if there is anything else I can help you with in the meantime. 

 

Many thanks, 

 

Scarlet 

Smarter Support

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Matt {removed per forum guidelines}

Sep 28, 19:26 BST

Any update on timing for our new machine?

Thanks,

Matt

 

 

Jayson (Smarter )

Sep 2, 09:38 BST

Hi Matt, 

 

I have added you to the list for shipment. We will be in touch later this month with an email and details about your new coffee machine. 

 

Thank you in advance for your patience whilst our stock arrives.

 

Please do let me know if there is anything else I can help you with in the meantime. 

 

All the best,

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

Aug 30, 19:25 BST

OK. Sad that it died, but ecstatic that you guys will replace.

Matt {removed per forum guidelines}

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Please let me know once have confirmation of shipping time. I think we can still use the machine with ground coffee in the meantime, correct?

 

 

Jayson (Smarter )

Aug 30, 17:07 BST

Hello Matt, 

 

Thank you for sending the videos. With that sound it confirmed what I was afraid of, the coffee machine grinder has conked out. 

 

Since you have sent through the proof of purchase and supplied videos showing the issue, I am glad to say that we can replace your Smarter Coffee Machine. 

 

We are experiencing delays with our manufacturing and shipment that are out of our control. But we will be receiving some new coffee machines in the next month.

 

Once again, please accept my sincere apologies for the delay in shipment.  

 

Finally, if you could provide me with your preferred shipping address along with a contact number, I can add you to the list for shipment.

 

All the best,

 

Jayson

 

Smarter Support

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Matt {removed per forum guidelines}

Aug 30, 16:31 BST

Sent two videos. Sounded like things were just spinning in the first and I was excited as I thought maybe it was unjammed... in the 2nd I put beans back in and realized something is spinning but no grinding is occuring.

 

 

Jayson (Smarter )

Aug 30, 16:17 BST

Hi Matt, 

 

Left you a voicemail.  Could you please send another video with the grinder in action please. 

 

Look forward to see the video and assisting you further. 

 

All the best, 

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

Aug 30, 15:52 BST

File sent. Please call me to diagnose in real-time.

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Proof of purchase is attached here. Working on video next via transfer site below.

Bought pipe cleaners and attempting to do as instructed, but the plastic top is in way. No idea how to actually access the grinder.

Please call me at [Removed per Forum guidelines]

 

 

Matt {removed per forum guidelines}

Aug 30, 15:49 BST

Proof of purchase is attached here. Working on video next via transfer site below.

Bought pipe cleaners and attempting to do as instructed, but the plastic top is in way. No idea how to actually access the grinder.

Please call me at [Removed per Forum guidelines].

Attachment(s)

[Removed per Forum guidelines]

 

 

Jayson (Smarter )

Aug 30, 15:12 BST

Hi Matt, 

 

Have you used a pipe cleaner to try to remove any beans/grinds that may be stuck?

 

We don't recommend removing the plastic top, as it may affect the warranty. 

 

How long have you had the machine? Send me your proof of purchase along with a video (with sound), I can assess the machine much better.

 

When sending a video, if it's too large, use wetransfer.com and send it to support@smarter.am

 

Look forward to hearing form you and seeing the video, to see how we can assist further.

 

All the best, 

 

Jayson

Smarter Support

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Matt {removed per forum guidelines}

Aug 30, 14:27 BST

I got all the beans out and cleaned the door, but how do I access the top? The plastic cover is in the way of accessing the grinder. Directions below are not very clear.

Matt

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Jayson (Smarter )

Aug 30, 09:31 BST

Hello Matt, 

 

Thanks for contacting Smarter. 

 

I'm going to ask that you try cleaning out the grinder and see if that help. 

 

Here are a few ways to troubleshoot the grinder:

 

Empty the bean compartment. Do this by tipping the machine on it's side carefully on a clear surface to help get the beans out. This can be hazardous so do be careful and make sure that any liquid in the machine has been emptied before.

 

Clean the grinder feeder with a pipe cleaner. We advise you do this when the machine is off and you have emptied the bean compartment as it makes it easier to access. You can insert a pipe cleaner from the top of the machine and gently clean the grinder.

 

Clean the bean door by removing the carafe and opening the filter door. At the top of the opening is a silver door, please use a cloth dampened slightly with only water to gently clean the bean door. Please be careful while cleaning the machine.

 

Repeat step 2 then test with a brew!

 

All the best, 

 

Jayson

 

Smarter Support

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Matt {removed per forum guidelines}

Aug 29, 23:34 BST

my grinder is no longer works. sounds like it is jammed.

Posts: 193
Topics: 8
Kudos: 32
Solutions: 0
Registered: ‎02-08-2019

Re: Issues with Smarter Coffee Maker

Hey there, MattSilk!

 

Thank you for connecting with us here on the Best Buy Forums. I start just about every morning with a cup of coffee, so I can certainly understand you wanting yours to be back up and running as intended. It sounds like you have taken that right step in contacting the manufacturer around this. Your best next step will be to continue to work with them around this!

 

Best,

 

Jenni|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎11-18-2019

Re: Issues with Smarter Coffee Maker

Yes but they have been stringing me along for months.

 

Can Best Buy assist here as I think I will continue getting the runaround forever unless they get some pressure from someone who matters to them. They got their money from Best Buy, Best Buy got their money from me.... I have a $200 paperweight on my kitchen counter.

 

 

Posts: 2,468
Topics: 102
Kudos: 223
Solutions: 116
Registered: ‎10-19-2017

Re: Issues with Smarter Coffee Maker

Hey there, MattSilk,

 

I can totally understand why it would be frustrating when you don’t have access to your normal coffee routine. That’s a big deal!

 

I understand that filing a claim with a manufacturer isn’t fun. While it sounds like continuing to work with them would be your best option, I’d be happy to review. Did you perhaps invest in Geek Squad Protection (GSP) when you made your original purchase? How long ago did you buy your coffee maker?

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎11-18-2019

Re: Issues with Smarter Coffee Maker

April 2018, did not buy any Geek Squad protection. Not sure if it was offered, but I also though my coffee maker would last at least into year two...

Posts: 2,468
Topics: 102
Kudos: 223
Solutions: 116
Registered: ‎10-19-2017

Re: Issues with Smarter Coffee Maker

Thanks, MattSilk,

 

Given those details, it does confirm that your best option would be to continue working with the manufacturer under their warranty.

 

While Best Buy would not be able to intercede on your behalf, in my past personal experience where I had to make a manufacturer warranty claim (NOT with this manufacturer), I can say that it can take longer than originally expected. With all of this said, I would encourage you to continue working with them toward resolution. We would love to hear back from you on how this goes.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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