[Ss Brewtech] Re: 20 gallon InfusSion Mash Tun volume scale(9)
People
Ss Brewtech <support@ssbrewtech.zendesk.com>
To	Andyheffner Jun 12 at 3:45 PM
##- Please type your reply above this line -##
Your request (3509) has been updated. To add additional comments, reply to this email.
Ss Michael
Ss Michael (Ss Brewtech)
Jun 12, 12:45 PM PDT

Andy,

Thanks for reaching out! We are aware of a super small quantity of mash tuns that might have had the markings etched incorrectly.  We apologize for the mishap.

I would be happy to spot you back some cash on your order for going to the trouble of adding a gallon when you brew?  Let me know if that would work! Thanks
Cheers,
Michael

Andyheffne
Andyheffner
Jun 10, 4:09 PM PDT

I just recieved my new tun., and while cleaning and passivating it I noticed that the volume scale is off by 1 gallon (see attached pic). I could just subtract a gallon, but this tun will be featured in videos, which are about to get very serious, demonstrating my automated brewery control system. In the videos it will be very apparent that the level on the scale is not consistent with the strike water volume setting in the system. What can be done to correct this? Thank you in advance for your help with resolving this. #iobrewthings

Attachment(s)
tun scale.JPG

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Andy Heffner <andyheffner@yahoo.com>
To	support@ssbrewtech.zendesk.com Jun 12 at 8:07 PM


 Hide original message
On Monday, June 12, 2017 3:45 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:

Michael,

Thank you for responding promptly. My preference would be to exchange the tun for one that isn't defective. Of course there is an amount that I could make work, but I think it may be more than you would find practical. The problem is, as I mentioned below, the tun is going to be part of a system that will be in videos.  The videos will demonstrate my Connected Automated Brewery Control System.  The system brew a BeerSmith recipe and will automate the entire session from filling the HLT to Chilling, and beyond.  Bear in mind that I have invested considerable resources in developing the system thus far, so a token discount may not be sufficient to compensate for an important flaw.  An important feature of the system is that it will automatically fill the tun with strike water to match what the BeerSmith recipe that is being brewed requires.  One of the reasons, aside from the fact that it's a great product, that I chose this tun is that the etched markings will be awesome for demonstrating the accuracy of the system.  With the markings being off a gallon I would either have to mention that the tun is defective or skip that function in my demos.  I would prefer to be able to shed the most positive light on the SS Brewtech tun as possible, including the etched markings along with the other great features that will come through such as the ease of recirculation for HERMS with the sloped floor with center drain, zero dead space, and recirc port.  Of course, I am working toward affording your kettles, so I would have to weigh the financial incentive to  gloss over the markings in my videos in consideration of possibly moving up my timetable to upgrade the kettles.  Maybe a good enough deal on 30 gallon kettles would be more doable for both of us?  I guess I'm flexible, but I need to know more precisely what the choices are.
What do you think?

Thanks,
Andy
#iobrewthings

 ##- Please type your reply above this line -##
Your request (3509) has been updated. To add additional comments, reply to this email.
Ss Michael
Ss Michael (Ss Brewtech)
Jun 12, 12:45 PM PDT
Andy,

Thanks for reaching out! We are aware of a super small quantity of mash tuns that might have had the markings etched incorrectly.  We apologize for the mishap.

I would be happy to spot you back some cash on your order for going to the trouble of adding a gallon when you brew?  Let me know if that would work! Thanks
Cheers,
Michael
Andyheffne
Andyheffner
Jun 10, 4:09 PM PDT
I just recieved my new tun., and while cleaning and passivating it I noticed that the volume scale is off by 1 gallon (see attached pic). I could just subtract a gallon, but this tun will be featured in videos, which are about to get very serious, demonstrating my automated brewery control system. In the videos it will be very apparent that the level on the scale is not consistent with the strike water volume setting in the system. What can be done to correct this? Thank you in advance for your help with resolving this. #iobrewthings
Attachment(s)
tun scale.JPG
This email is a service from Ss Brewtech. Delivered by Zendesk
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Reply Reply to All Forward More
Ss Brewtech  ##- Please type your reply above this line -## Your request (3509) has been updated. To add additional comments, reply to this email. Ss Michael (Ss Brewtech) Jun 13, 4:01 PM PDT Andy, I understand 100% where your coming from! We ultimately want you to be super happy with your purchase, but sometimes moving gear around can get super expensive, and I would rather see that cash make it into your hands! Tell me what you think a good deal on 30 gallon kettles would be? ;-)) Thanks! Cheers, Michael Andyheffner J
Jun 13 at 7:01 PM
Andy Heffner  Michael, I'm sure it is costly to ship these tuns, so I understand why you would like to come up with an alternative. The problem for me is I just scraped together the cash for it, so I'm not prepared to make another purchase just yet. I would be happy with one free 30 gallon kettle and deal with the defective scale. Ultimately I'll end up getting another one for an HLT and a pair of 14 gallon Chronicals with a chiller. I was really just excited to get the mash tun for right now. I thought maybe you'd be ab
Jun 13 at 9:11 PM
Andy Heffner  Begin forwarded message:
Today at 2:05 PM
Ss Brewtech  ##- Please type your reply above this line -## Your request (3509) has been updated. To add additional comments, reply to this email. Ss Michael (Ss Brewtech) Jun 15, 1:25 PM PDT Andy, Thanks for your patience, I couldn't offer you a 30 Gallon kettle on the house, but I would be happy to offer you a $100 store credit that would be good on ANY future purchase for the trouble. Or, we can swap you out to a new mash tun. Do you still have the original packaging for the one you have there? Due to the weight and
Today at 4:25 PM
Andy Heffner  Michael, Thank you for responding. I do have all of the original packaging. I'm certain that you understand that exchanging the unit involves my taking the time to disassemble and repack, then assemble, clean and passivate the new one. Not to mention the materials I've used. I would like to exchange the unit and also receive a $100 credit. Alternatively, I would be okay with returning the unit for a full refund. Thanks again for helping me to resolve this, Andy ##- Please type your reply above this line -##
Today at 4:39 PM
Ss Brewtech  ##- Please type your reply above this line -## Your request (3509) has been updated. To add additional comments, reply to this email. Ss Michael (Ss Brewtech) Jun 15, 1:44 PM PDT Andy, I can't do both store credit and an exchange. However, I'm happy to take a return if that's what you prefer. Just give me the word and I'll have our ship team prepare a return label. Thanks! Cheers, Michael Andyheffner Jun 15, 1:39 PM PDT On Thursday, June 15, 2017 4:25 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:
Today at 4:44 PM
Andy Heffner <andyheffner@yahoo.com>
To	Ss Brewtech Today at 5:45 PM
Michael,
Frankly, the way you have dealt with me makes me feel like taking my business elsewhere. You've knowingly sent me a defective product, attempted to buy me off rather than just make it right immediately, forced me into a week long negotiation in which you put me in the uncomfortable position of making the first offer, and refused to acknowledge or compensate me for expended resources and a poor customer experience.  Just the idea that you would have me pay the same as all those who have no trouble at all is annoying.
Send me a label, I'll box it up for return.
Thanks again,
Andy
On Jun 15, 2017, at 4:44 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:

 Hide original message
##- Please type your reply above this line -##
Your request (3509) has been updated. To add additional comments, reply to this email.
Ss Michael
Ss Michael (Ss Brewtech)
Jun 15, 1:44 PM PDT

Andy,

I can't do both store credit and an exchange.  However, I'm happy to take a return if that's what you prefer.

Just give me the word and I'll have our ship team prepare a return label. Thanks!


Cheers,
Michael

Andyheffne
Andyheffner
Jun 15, 1:39 PM PDT

On Thursday, June 15, 2017 4:25 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:

Michael,
Thank you for responding.   I do have all of the original packaging.  I'm certain that you understand that exchanging the unit involves my taking the time to disassemble and repack, then assemble, clean and passivate the new one. Not to mention the materials I've used.  I would like to exchange the unit and also receive a $100 credit.  Alternatively, I would be okay with returning the unit for a full refund.
Thanks again for helping me to resolve this,Andy

#yiv1111593767 table td {border-collapse:collapse;}#yiv1111593767 body .filtered99999 .yiv1111593767directional_text_wrapper {direction:rtl;unicode-bidi:embed;}

Ss Michael
Ss Michael (Ss Brewtech)
Jun 15, 1:25 PM PDT

Andy,

Thanks for your patience, I couldn't offer you a 30 Gallon kettle on the house, but I would be happy to offer you a $100 store credit that would be good on ANY future purchase for the trouble.

Or, we can swap you out to a new mash tun.  Do you still have the original packaging for the one you have there?  Due to the weight and size of the vessel and the accessories, its best to package using the original box to avoid any shipping damage.


Cheers,
Michael

Andyheffne
Andyheffner
Jun 15, 11:24 AM PDT

Begin forwarded message:

> From: Andy Heffner <andyheffner@yahoo.com>
> Date: June 13, 2017 at 9:11:55 PM EDT
> To: "support@ssbrewtech.zendesk.com" <support@ssbrewtech.zendesk.com>
> Subject: Fw: [Ss Brewtech] Re: 20 gallon InfusSion Mash Tun volume scale
> Reply-To: Andy Heffner <andyheffner@yahoo.com>
>
Michael,
I haven't heard from you; I would like to get this resolved. Please let me know what the plan is.

Thanks,
Andy
>
>
> On Tuesday, June 13, 2017 7:01 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:
>
> Michael,
>
> I'm sure it is costly to ship these tuns, so I understand why you would like to come up with an alternative. The problem for me is I just scraped together the cash for it, so I'm not prepared to make another purchase just yet. I would be happy with one free 30 gallon kettle and deal with the defective scale. Ultimately I'll end up getting another one for an HLT and a pair of 14 gallon Chronicals with a chiller. I was really just excited to get the mash tun for right now. I thought maybe you'd be able to do two for one, but my wife is ready to kill me for suggesting that I spend another $339 right now. I don't know...ideally I'd have a tun that isn't messed up. I definitely want to get it resolved so I can do some brewing and I have some videos that I'm waiting to put together.
>
> Thanks for your attention to this matter,
> Andy

Andyheffne
Andyheffner
Jun 13, 6:12 PM PDT

On Tuesday, June 13, 2017 7:01 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:

Michael,
I'm sure it is costly to ship these tuns, so I understand why  you would like to come up with an alternative.  The problem for me is I just scraped together the cash for it, so I'm not prepared to make another purchase just yet.  I would be happy  with one free 30 gallon kettle and deal with the defective scale.  Ultimately I'll end up getting another one for an HLT and a pair of 14 gallon Chronicals with a chiller.  I was really just excited to get the mash tun for right now.  I thought maybe you'd be able to do two for one, but my wife is ready to kill me for suggesting that I spend another $339 right now.  I don't know...ideally I'd have a tun that isn't messed up.  I definitely want to get it resolved so I can do some brewing and I have some videos that I'm waiting to put together.
Thanks for your attention to this matter,Andy
#yiv8470278973 table td {border-collapse:collapse;}#yiv8470278973 body .filtered99999 .yiv8470278973directional_text_wrapper {direction:rtl;unicode-bidi:embed;}

Ss Michael
Ss Michael (Ss Brewtech)
Jun 13, 4:01 PM PDT

Andy,

I understand 100% where your coming from!  We ultimately want you to be super happy with your purchase, but sometimes moving gear around can get super expensive, and I would rather see that cash make it into your hands!  Tell me what you think a good deal on 30 gallon kettles would be? ;-))

Thanks!
Cheers,
Michael

Andyheffne
Andyheffner
Jun 12, 5:07 PM PDT

On Monday, June 12, 2017 3:45 PM, Ss Brewtech <support@ssbrewtech.zendesk.com> wrote:

Michael,
Thank you for responding promptly. My preference would be to exchange the tun for one that isn't defective. Of course there is an amount that I could make work, but I think it may be more than you would find practical. The problem is, as I mentioned below, the tun is going to be part of a system that will be in videos.  The videos will demonstrate my Connected Automated Brewery Control System.  The system brew a BeerSmith recipe and will automate the entire session from filling the HLT to Chilling, and beyond.  Bear in mind that I have invested considerable resources in developing the system thus far, so a token discount may not be sufficient to compensate for an important flaw.  An important feature of the system is that it will automatically fill the tun with strike water to match what the BeerSmith recipe that is being brewed requires.  One of the reasons, aside from the fact that it's a great product, that I chose this tun is that the etched markings will be awesome for demonstrating the accuracy of the system.  With the markings being off a gallon I would either have to mention that the tun is defective or skip that function in my demos.  I would prefer to be able to shed the most positive light on the SS Brewtech tun as possible, including the etched markings along with the other great features that will come through such as the ease of recirculation for HERMS with the sloped floor with center drain, zero dead space, and recirc port.  Of course, I am working toward affording your kettles, so I would have to weigh the financial incentive to  gloss over the markings in my videos in consideration of possibly moving up my timetable to upgrade the kettles.  Maybe a good enough deal on 30 gallon kettles would be more doable for both of us?  I guess I'm flexible, but I need to know more precisely what the choices are.What do you think?
Thanks,Andy#iobrewthings
#yiv5236190835 table td {border-collapse:collapse;}#yiv5236190835 body .filtered99999 .yiv5236190835directional_text_wrapper {direction:rtl;unicode-bidi:embed;}

Ss Michael
Ss Michael (Ss Brewtech)
Jun 12, 12:45 PM PDT

Andy,

Thanks for reaching out! We are aware of a super small quantity of mash tuns that might have had the markings etched incorrectly.  We apologize for the mishap.

I would be happy to spot you back some cash on your order for going to the trouble of adding a gallon when you brew?  Let me know if that would work! Thanks
Cheers,
Michael

Andyheffne
Andyheffner
Jun 10, 4:09 PM PDT

I just recieved my new tun., and while cleaning and passivating it I noticed that the volume scale is off by 1 gallon (see attached pic). I could just subtract a gallon, but this tun will be featured in videos, which are about to get very serious, demonstrating my automated brewery control system. In the videos it will be very apparent that the level on the scale is not consistent with the strike water volume setting in the system. What can be done to correct this? Thank you in advance for your help with resolving this. #iobrewthings

Attachment(s)
tun scale.JPG

This email is a service from Ss Brewtech. Delivered by Zendesk
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Reply Reply to All Forward More