I noticed issues with my Bullet early on, but tech support has been extremely reluctant to fix these issues.
In each case I have had to spend months proving to them my issues and for them to finally realize I was telling the truth. However they still refuse to fix the core issue my machine has.
The tech support is horrible.
Has anyone else experienced bad support?
Keep in mind, I am not talking about completely ignoring, but the type that goes months and months to fix anything but the real issue. I work with tech support and then they provide a suggestion and then I test for a month, and then I reply and they don’t follow up for a month. And then I post about things on the forum for a month, and then tech support replies, and so on, a terrible cycle.
One issue they refused to respond to for 2 years was a bad induction board. I even had to deal with Aillio staff making me out to be a liar on this forum. But eventually they realized I was telling the truth. I am not an exaggerating person, and I don’t complain without reason…. But tech support keeps on ignoring the main issues I have with my machine.
Has anyone else had bad experiences with tech support?
I went trough all your communications with Matt, and I think he has done a stellar job at supporting you. Providing you with free probes and god knows how many back and forth support to help you install this.
Now you said you have an airflow issue, but you won’t say exactly what it is.
You say you have a fix for this problem, but you won’t share (this supposed fix) .
You insinuate that we should publicly support you as a great roaster like with did with Andrew Coe before you will tell us how your fixed your roaster…
Intimidating us by all these negative messages are not going to help your case…well nobody in support really knows what your issue is, because you won’t tell us.
This has been the trend. I think there is the expectation that there is only one issue.
There have been three main issues:
RoasTime 4 deleting comments and titles to all my roasts. - FIXED
Induction board overheating above P7, even when there was 2 external USB fans blowing on the board. Prevented the possibility of roasting larger batches - FIXED
Airflow issue - NOT FIXED
The airflow issue has been ongoing. I have found ways to fix the air issue and roast normally, but I don’t want to modify the airways as that could be a safety issue. I prefer to talk with support and figure out a real fix.
The probe (not probes) that was sent was helpful is diagnosing the airflow issue.
Most of my dissatisfaction with the Bullet has been about airflow, and since there are ways to improve things, I know it can be done. I just want it to be fixed the proper way, and not in some way that could end up being dangerous.
I’m not expecting miracles, I just want the machine to function normally. Part of the reason to own a Bullet is to share roasts and learn from others, but if my machine is an outlier and behaves faulty and poorly and drastically different from every other machine, then how can I do that?
You still have not told us what the “airflow” issue is, or how you have “fixed it”
We really can’t spend time helping someone who does not want to be helped.
On top of that, someone who expect us to promote them in order to get their feedback.
Don’t we talk to tech support about the details of the issue and the fix?
Most of your featured roasters are professionals, and the story is always promoting the idea of the Bullet just working. But what happens if the machine didn’t arrive in workin condition and what if tech support didn’t know how to fix it? What if that goes on for 2years? I think it would be good to feature roasters that get through the hard stuff and figure out things along the way. If not me, at least someone here on the forum that has persevered through malfunctions. I would be interested in those stories.
Idk, the technical issues with my Bullet heavily affected me in a bad way, because I invested in so many beans and used up a lot of time and money blaming myself, just to find out my Bullet was defective. Also, despite being happy about the new board working properly, it did mean that I had to make all new recipes and profiles, and all my previous work was pretty much wasted. I learned how to roast on a bad machine for two years. Not exactly a high demand skill.
Now that I am on the back end of this journey, and there is light at the end of the tunnel, why not finish this? Why not get to the good side of all of this? Why stop here? Let’s get this to the complete side of things, and end it in a far more positive way.