This is to recognize the excellent support that I received recently. My bean probe was beginning to fail and Aillio reached out to me and sent a replacement. A video link was also provided on the the replacement procedure. I’m very impressed and appreciative.
Mark
I also want to report the excellent product support that I received from Aillio and specifically, Matt Yau. After an email based exchange, I received a phone call from Matt to talk through the issue. Bear in mind that I am based in Chicago and he is based in Taiwan. We resolved to try something to resolve the issue, which didn’t work. So, I wrote back and he setup a Google Meet conference call. He patiently worked through troubleshooting with me, providing some tips for disassembly and reassembly, plus shared some other useful information along the way. Matt’s English is outstanding, by the way.
The issue turned out to be a result of my new user error — putting the charging funnel in backwards, which allowed beans to go where they do not belong. Stray beans had found their way surprisingly deep into the area around the drum, causing a loud squeak when the drum rotated.
Thanks Matt and Aillio for an exceptional customer service experience!