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Showing posts with label Krups. Show all posts
Showing posts with label Krups. Show all posts

Tuesday, 9 July 2013

Has Anyone Seen our Electricity?


This afternoon, I am writing to you from a power cut. I am able to do this because, my electronic typewriter was designed in California, built in China and has a small internal power plant made up from rare earth metals, which apparently are very common in Canada. 
The power has been off now for about an hour, fairly unusually for our neck of the woods but a frequent occurrence for those inhabiting the more central parts of the city. Of course the people we can blame for this are the Soviets, it is a soviet built electricity sub station that is causing central Odessa to have rolling blackouts, unfortunately nobody knows which way they are rolling, but usually you can time it down to ten seconds after I have ordered a double Latte with cinnamon topping in Kompot. 
Today however I am at home, so my Krupps expresso machine is currently lacking the electrons to even gently pressurize some ground Arabica, our air conditioner is sealed up tighter than a nun’s fanny and our flat screen TV resembles and oversized, black kitchen tile with about as much function. 
This of course is the problem, whilst the Soviets, were quite brilliant at producing 5 year plans for everything, crop production, Lada manufacturering and indeed electricity output, they were somewhere below useless at predicting the actual future. Two things that spring readily to mind that the Soviets failed to predict were the end of the Soviet Union and the ability of the comrades, freed from the need to queue for a bowl of cabbage soup, to buy, en mass, consumer electronics.
Here in Ukraine there are more stores selling white goods, black goods and touchscreen goods than there are working streetlights. That’s before you go online, where anything with a .com.ua prefix is likely to be hawking Samsung, LG, or Apple. The Ukrainians love consumer electronics and when they are flush they buy them. Look along the outside of any Soviet apartment block and 30-40% of the apartments will be air conditioned.  Scan for wifi and everyone has it, take a trip on a trolly or tram and everyone is listening to Ukrainian pop on a touchscreen phone. 
In Soviet times, the planners at the United Socialist Union of Electricity Supply Engineers, would sit down once every five years and work out how many extra 20 watt bulbs the proletariat would be using over the next 72 months, how many radio’s would be allocated to the party members and what time to switch off the street lights once everybody is at home listening to radios underneath their 20 watt bulbs. They would add this all up, build a nuclear power station out of Bakelite and bubblegum then crack open a bottle of vodka to celebrate completion of the five year plan. It is, of course this Soviet electrical infrastructure that powers, or not, Ukraine, with the notable exception of one nuclear power station in the north where the bubble gum dramatically burst in 1986. 
Now when the temperature rises above 30C, which is basically everyday from late April until early October, the people of Odessa switch their air-con on and pop to the kitchen to make an iced latte with their Krupps. This in turn causes the local sub station to have a hissy fit and shut down in disgust. 
Fortunately the rare earth minerals and lithium inside my designed in California aluminum box still have 86% power left, which means for the next five or so hours, I am will still be living in the 21st Century. After that, if engineers have not managed to placate big Betha and persuaded her to distribute electrons again, I will be sitting in a warm, dark room dreaming of a nice iced cappuccino whilst contemplating making a cabbage soup. On the gas cooker of course. 

Thursday, 5 April 2012

Krups - Wake up and smell the coffee


Today I am going to go a little off topic and talk about some dreadful customer service. It has it’s roots in a purchase in Ukraine but responsibility lies solely with the parent company, which is German.
In November I bought a Krups XP5220 pump expresso machine. Several things swayed my decision, it was a pump machine at reasonable price, it was a very well respected brand and most reviews said it made excellent coffee. Many of the reviews also mentioned a flaw with the machine in that the steam wand was made of very cheap plastic and prone to breaking. Indeed Amazon’s customer reviews were full of this issue but some also said that Krups had redesigned the wand and it was fine. I weighed up the arguments and decided to to purchase. 
When the machine arrived, it looked very good, sleek, stylish and it made superb coffee. There was a separate little leaflet explaining how to remove and clean the steam wand, and I took this to mean that the problem had been acknowledged and dealt with.
Fast forward and after three months of daily capuchinos, the steam wand broke. Not as many people had experienced, at the retaining tabs but actually the steam tube had snapped completely in half. Some super glue and careful position repaired the tube which worked for another three days, then one of the retaining tabs broke. So here I am, and Englishman who cannot put steamed milk in his expresso. 



I am steaming over a broken steam wand


A quick bit of research tracked down the Ukraine/Russia service center and Tania made a call to them. The resultant conversation was shocking but not entirely unexpected. They claimed that the steam wand is not covered by the guarantee and they would not replace it for free. They did however give us the number of a supplier in Ukraine who would sell us a replacement. When Tania tried to get them to accept that there was a problem with the steam wand design by talking about the many reviews, there answer was perhaps, typically Russian. “If you knew, why did you buy it!” 
So resigned to having to pay for a new steam wand Tania called the number. It did not exist. Getting a little pissed of with this situation, I decided to write to Krups head office in Germany. Germans I thought, understood quality design and good customer care. Germans, efficient helpful people, they will understand. So I fired of a polite mail explaining the issue and asking for help. That was two weeks ago, until now I have not received the courtesy of an acknowledgment of my email, let alone a reply. 
Feeling even more upset by the lack of a reply, I fired off an email to the UK office. I explained I was an expat and I understood that it was not their problem but could they at least nudge me in the direction of someone that could. As you have probably guessed from this blog, they did not reply either. 
All of us have met with bad customer service in our lives, some things get sorted some don’t, but for me when a company produces a machine that obviously has a design fault, and then tells you if you knew why did you buy, its time for a little adverse publicity.
So in recognition of the effect of social networking on world affairs, I am attempting to start a “German Dawn” Not to bring down the government of the Federal Republic of course but  to stir a large German corporation into treating it’s customers with a little dignity and respect. I have set up a facebook here and I ask anyone who has suffered at the hands of bad service to like it. Lets see if people power can change corporations like it can governments.


As a footnote to this, its now three weeks since I emailed head office yet no reply. Yes I have checked the spam folder as well. Here are some of the comments I should have listened to on Amazon Reviews