Does not warranty or back up their products, which don't work. Absolute garbage.
Sold a drink machine as "super-automatic" at a cost of more than $10,000 but it breaks down constantly and they refused to put any kind of warranty on it, or take it back within a certain amount of time. The machine doesn't work, this latest time it has broken down has been more than a week now and their service company asked for a $160 deposit to make a service call, billed my credit card, and has not shown up. An absolute, unequivocal scam. Beware. Run!
In response to the seller's response - This is all moot. The service company once disappeared with the machine for three weeks leaving us without a $12,000 machine we had purchased only a few months prior, and had never worked consistently or reliably. We have lost thousands of dollars in revenue and untold customer goodwill for being out a drinks on our menu that they ordered. We are supposed to "learn how the machine works" when we are not maintenance technicians and the service company you connected us with is not reliable and can take weeks to show up, leaving us without product and losing money on a machine that has never, not for a week, worked consitently as advertised "superautomatic." You informed us that this was the *first* ever of this model you have sold. So, basically, you charged us $12,000 for a Beta model that turned out to be full of bugs, and now you won't take it back and 1) replace it with a bug-free model or 2) give us a complete refund because you sold us a machine full of bugs that doesn't work. And instead of doing what any responsible and honorable company would do, whiuch would be to replace the model with one that works or give us a full refund, you offer to help us sell it???? Give me a break, if we sold this we would be subject to the same consumer fraud laws in Illinois that you are. I would never sell anyone a machine that is full of bugs and doesn't work. You're asking me to commit the same wrong you have. No.
Odpowiedź od Onetouchdrinks
Paul, It's a fact that all the different issues you’ve had, so far, have been a matter of understanding how the machine works, and not due to a manufacturing defect. After all, not one bad part has been replaced. AVS returned to your location twice for additional training after your initial training because you didn't know the functions, most likely because you weren’t present during the initial training and install when they covered the details, AVS said.
It was not my responsibility, nor was it AVS’s, to go back and train you again after the first training. You did pay AVS an additional $250 for the extra time required for your 4-hour install (only 2 hours were paid in the original PO). But when you gave AVS a check instead of my company, OTD paid for your two extra visits after the install, which is not in the terms. As for the warranty, it has always covered parts only. This was discussed in the first meeting before you purchased the Rio machine, and it’s clearly stated on all of One-Touch Drinks' website product pages and in the terms of sale.
I chose AVS as a third party because they’re a highly specialized technical service company not far away and very familiar with this equipment, which is a blessing. Most states have no service technicians familiar with our European equipment. So, we usually have to provide a company nearest to our customers with training from ground zero.
The first issue happened over the weekend, so I understand it took some time to schedule AVS, and at other times, you had to wait for the sales manager. He’s often out of the office due to illness, and we’ve let you know. I’m sorry for the wait time.
After all, if you really think the service they provided during the last few visits was not good enough, you are more than welcome to find a company that meets your standards.
AVS has effectively gotten your machine working every time. And I've responded beyond the required terms by paying for it.
I think it’s time to finally realize your responsibility to take the time and effort necessary to learn the machine and to stop blaming the manufacturer and us (the distributor) for every stumbling block:
-The foam button was turned off.
-A button was accidentally pressed during the cleaning cycle, causing the espresso water to go through the hot water spout.
-Twice: The cleaning cycle was not completed successfully, causing the machine to stop functioning. According to mandated health regulations, this is how the machine is supposed to work.
-The wastewater bucket needed to be emptied, so it stopped.
Your install was important enough that I took the significant time to schedule everything for you while on my first family holiday in seven years during the most difficult time, Christmas week. Why that week? The purchase order was placed on the 3rd of December during our first meeting. And I immediately started making arrangements with AVS to avoid that week, but you insisted that was when it had to happen.
You got the machine for $1100 less because the fridge was not charged to you. If one buys the machine today, there’s an additional 5.4% tariff charge, and I paid that on your behalf because I forgot to add it. Later, we were charged an additional fee by the shipping company, and I had to pay it as well.
We hardly profited from that sale by the end of it all. Yet you keep expecting us to pay for AVS's service calls for every little service issue. Sorry, but it is not in the terms of sale.
Despite all the threats you've put forward, from the start, I've sent three different people (unrelated to each other) to your restaurant who were visiting Dallas and live in Chicago. Hopefully, you can see I have done everything I can to help you work well with the machine you've purchased. I've also offered to help you sell it, but you just refused today.
This is not a "beta" of this model, and we are not the manufacturer of the equipment. I said yours was the first we sold, but they've had it for one year.