Embarrassing Customer Care
I bought a DF64 Gen II grinder a year and a half ago. The start button just failed and reading other customers' experience I found out this is a very common issue. The producer upgraded the grinder with a better button recently, but refuses to acknowledge that the previous versions were faulty. They demand £35 for a replacement button that I would then have to install myself! The button is probably worth just a few pounds, but they sell it for a ridiculously high price! During our communications they state that a button lasting over a year (and over the warranty time) is good enough! Embarrassing customer care. 30/05/2205: After seeing the answer from the company, just a few details: 1. Warranty is only one year, but you very well know that you have used a low quality button. You have upgraded it in the newer versions of the grinder. So if you were a serious company you would acknowledge this with your previous customers and offer them a replacement for a decent price (if not for free). 2. Lifetime warranty was never offered at the time of purchase, so I could not buy one even if I wanted. 3. You are selling the button for £35! Have you realised that very similar buttons are sold on Amazon for £5-6? Don't you think it is shameful to ask more than 10% of the value of the grinder for a button that is needed due to your previous low quality component choices? 4. I have already given you my order number and we exchanged several emails. You stated that achieving a one-year working life for this grinder is good enough. Asking me for the order number in this review reply is just a PR show that won't change your way of doing business. 5. I am being more than reasonable and kind with this review. 02/06/2025 Hello anonymous replier, Let's clarify then: 1. You advertise and encourage people to buy from your original website (df64coffee.com), but when there are problems you ask your customers to stop buying form you and start using local suppliers instead? Is that what you call a "serious" company behaviour? 2. Of course if I have a problem outside warranty I expect to be asked to pay for it. What I do not accept is to see that you know very well you used a faulty component but you not only refuse to acknowledge it, you also ask for an extortionate amount of money to fix it! This is not a serious behaviour, this is taking advantage of your customers! 3. Instead of telling your customers to use local suppliers (how ridiculous), maybe you should use local suppliers to provide parts to your customers when necessary, how about that? Instead of asking $30-40 shipping to every customer that needs parts, only to justify your shameful customer service. Overall, your answer is unacceptable, not mine! Stay away from this company, they are SCAMMERS!! FRAUD!