Bryan B.

Wasn't a great buying experience from the get go. Originally my machine arrived with a small dent on one side panel and the plumbing connection broken off. I did not at the time know this was the plumbing connect that had been broken off of the machine. The company did not clearly give me this info and instead sent me the new parts, expecting me to do the replacements on a brand new $3300 machine. Almost 2 years later but still under warranty, I realized what the broken fitting was from and did the repair - the replacing of the plumbing connection is quite involved and requires quite a bit of disassembly - after getting it done, I had an internal leak that could not be resolved and I decided to package the machine up in the original packaging crate (double boxed) as per what I was told, fully insured by UPS and at my own expense since Chris Coffee refused to take responsibility for the original issue (had I known originally the plumbing connection had snapped off I would've insisted on a return). Well, despite utilizing the original shipping materials, UPS completely destroyed the machine. A nasty battle ensued with UPS for a claim and it was denied. It was appealed and again denied. I wish Chris Coffee had warned me about this type of thing - I refuse to believe I'm their first customer to go through this and in reading, its extremely common for UPS to deny claims for regular joes. Had I been warned, I would have taken the machine to UPS or the like and let them package the machine. Further, Chris Coffee I do feel should have covered the original return shipping since they were a tad sly about the initial arrival damages and what that part was for. Shame on me for not looking into it further. In speaking with another machine dealer, it is apparently MUCH easier for retailers to recoup costs for shipping damages than regular folks - as such, that company offers to handle the shipping label creation and claims process for the customer and you can just pay them directly for the label. I went that route for my new replacement machine. I'm done with Chris Coffee - beware. I will also think twice before shipping a machine in for service again. It's just not worth it.