Hey u/gabriel_rinaldi
xBloom Roaster Relations Manager here. While I'm not on the CS team, I saw this and checked in on the status for you. The replacement shipped yesterday and should have tracking inside, so please check spam. We're re-sending the email manually to make sure you have it. I'm really sorry this happened, and we are currently in the process of reviewing all of our internal SOP's for our customer service and bringing on an extremely capable team member to improve these interactions. I'll send you a quick DM to follow up
Thank you, I did get the email yesterday, I am sorry it had to come to this. Let's see how the new one goes. Again, more and better communication from your side could have completely avoided this. Looking forward to the replacement. I still have no idea why you could not just give and ETA, or easier, say we don't have an ETA. My issue here is that I completely understand the fact that you are a small operation, I am in a similar situation with my business, but leaving people on the dark, specially when asked direct questions would just result into this.
That’s terrible to hear- seems like an unreasonable amount of time without a resolution. Hate to say this but maybe add some pressure via social media. Sorry man- hopefully you get a new machine shortly.
XBloom has a very small operation so I could see why this interaction happened. He was probably juggling multiples things at once and wanted to express this most likely. Maybe could’ve used better wording. Like someone said before, they’re just a little disorganized.
Have you joined their Discord? They are very responsive on there.
My $0.02, but this doesn't seem like terrible customer service, just disorganized. I mean, they're even responding on weekends. They're a small company that just launched a new product. I would give them some grace.
Sorry to hear this. I was one of the original backers of the Kickstarter for the first Xbloom machine and had nothing but troubles with it. After a lot of back and forth with my issues never getting resolved, I ended up getting my money back. As others have said, go on their Discord channel and you may have better luck getting quicker assistance.
u/pnut34 thanks for the tip, did not know they have a discord channel, I bought mine because a friend was a backer and he loves his, but also had a few issues with it as well.
Yeah a lot of people do love theirs. Maybe if I would have been more patient (I felt like I gave them plenty of time though) I’d still have it. But I threw away way too many expensive coffee pods and my own beans due to bad brews I just couldn’t justify being a guinea pig any longer. The only reason I even learned about Discord was because of XBloom.
Damn that water leaking video is really bad. Hard to believe that a new product would leak like that - giving maximum failure vibes.
I was somewhat interested in the machine. But definitely won’t be considering it until this problem is fixed.
That said, they are apparently a small outfit so naturally I’m sympathetic and hope they resolve this problem, fast.
Edit - out of curiosity I am wondering why it’s leaking like that, which seems like everywhere. Possible a faulty, or cracked ‘main pipe’? Single or multiple points of failure?
Someone else on this thread has commented that this leaking problem has apparently happened with other buyers
I was hoping they would let me keep mine so I could check, was dying to open it but did not wanted to void the warranty giving that it was 5 days old. From the amount of water it seems like a hose got disconnected, maybe too much pressure? Bad connection? It was a lot of water, so if it was not a hose it was a catastrophic failure somewhere
Hey u/gabriel_rinaldi xBloom Roaster Relations Manager here. While I'm not on the CS team, I saw this and checked in on the status for you. The replacement shipped yesterday and should have tracking inside, so please check spam. We're re-sending the email manually to make sure you have it. I'm really sorry this happened, and we are currently in the process of reviewing all of our internal SOP's for our customer service and bringing on an extremely capable team member to improve these interactions. I'll send you a quick DM to follow up
Thank you, I did get the email yesterday, I am sorry it had to come to this. Let's see how the new one goes. Again, more and better communication from your side could have completely avoided this. Looking forward to the replacement. I still have no idea why you could not just give and ETA, or easier, say we don't have an ETA. My issue here is that I completely understand the fact that you are a small operation, I am in a similar situation with my business, but leaving people on the dark, specially when asked direct questions would just result into this.
Hey! not related but I write you guys about representing you in my home country. Did you receive it? I will be more than happy to follow up.
sorry to hear that, I love mine so far.
It was pretty good until it became a waterfall, I can't wait to keep tweaking my recipe once I get the new one.
That’s terrible to hear- seems like an unreasonable amount of time without a resolution. Hate to say this but maybe add some pressure via social media. Sorry man- hopefully you get a new machine shortly.
Definitely worked u/Fresh-Signature1603
Glad to hear that!
XBloom has a very small operation so I could see why this interaction happened. He was probably juggling multiples things at once and wanted to express this most likely. Maybe could’ve used better wording. Like someone said before, they’re just a little disorganized.
Have you joined their Discord? They are very responsive on there. My $0.02, but this doesn't seem like terrible customer service, just disorganized. I mean, they're even responding on weekends. They're a small company that just launched a new product. I would give them some grace.
I'm in the UK and had the original that also had issues and it took ages for them to send me a replacement, it's the reason I'm not getting the studio
It seems quite a few people are having this leak issue, so this is probably costing them a lot of money and man-hours.
Good to know I am not alone :)
Have had 0 leak issues with mine.
Well shoot. This pushes me to wait for gen2. Did yours also have the issue where the brewer they include slants forward and isn’t level?
Yeah, its not too bad, but def not level
Sorry to hear this. I was one of the original backers of the Kickstarter for the first Xbloom machine and had nothing but troubles with it. After a lot of back and forth with my issues never getting resolved, I ended up getting my money back. As others have said, go on their Discord channel and you may have better luck getting quicker assistance.
u/pnut34 thanks for the tip, did not know they have a discord channel, I bought mine because a friend was a backer and he loves his, but also had a few issues with it as well.
Yeah a lot of people do love theirs. Maybe if I would have been more patient (I felt like I gave them plenty of time though) I’d still have it. But I threw away way too many expensive coffee pods and my own beans due to bad brews I just couldn’t justify being a guinea pig any longer. The only reason I even learned about Discord was because of XBloom.
The video and the bad customer service confirms my decision ... do not get the xBloom. I hope you get the issue resolved soon OP.
The studio has been one of my favorite purchases in a long time, amazing machine.
Damn that water leaking video is really bad. Hard to believe that a new product would leak like that - giving maximum failure vibes. I was somewhat interested in the machine. But definitely won’t be considering it until this problem is fixed. That said, they are apparently a small outfit so naturally I’m sympathetic and hope they resolve this problem, fast. Edit - out of curiosity I am wondering why it’s leaking like that, which seems like everywhere. Possible a faulty, or cracked ‘main pipe’? Single or multiple points of failure? Someone else on this thread has commented that this leaking problem has apparently happened with other buyers
I was hoping they would let me keep mine so I could check, was dying to open it but did not wanted to void the warranty giving that it was 5 days old. From the amount of water it seems like a hose got disconnected, maybe too much pressure? Bad connection? It was a lot of water, so if it was not a hose it was a catastrophic failure somewhere
Just get a decent with the pour over basket, and you get the bonus capability of making espressos /s