How to deal with Tassimo customer service

19 Feb

It may come as a huge surprise, but I am often curious about those who read my blog, including those who find it via a search engine.  So, with that at the forefront of my mind, I checked the stats on this blog.  Most of them weren’t a surprise, but the really big surprise is how often people read it because of their Tassimo machine and its accompanying woes.

I can really relate to that.

I loved the machine, and despised the company and their utter lack of effective customer service.  I despised it so much that the machine was discarded.  Today, I get my coffee with a cheap $10 drip coffee maker, a stove top expresso pot or via my Melitta little plastic filter holder that sits on top of my mug and drips the boiling water through the grounds and into my waiting mug below.  If I want hot milk added, it is heated either on the stove or in the microwave, and then frothed with a little battery operated frother.

I’m certain that a huge chunk of the reason I ended up with high blood pressure was dealing with Tassimo’s customer service.

It really IS that bad.

It also made me think very hard about my priorities.

If customer service for a product is so bad that it causes me that much stress, does it really matter how well the machine performs?

In my case, I decided that the Tassimo machine was nearly the devil incarnate.  Yes, when the machine worked, I loved the coffee it produced.  I loved the convenience of having a hot latte, plain coffee, or expresso on demand, with no more preparation than plopping a disk into the machine.  That part was great.  It was attempting to order disks from Tassimo, as well as trying to deal with a malfunctioning machine, that drove me to the point of screaming fury.

Even worse, it wasn’t just once.  It was over and over as I tried to resolve issues and problems.

By the time the replacement machine arrived, there was such a bad taste in my mouth at even the mere thought of “Tassimo” that the coffee tasted like crap.  I still had several unopened packages of the coffees for the machine when I realized that until I got rid of it, it would be like some mechanical demon haunting my life, disrupting my personal pool of tranquility, and generally introducing chaos and conflict into it.

There was no other answer.

That machine had to go.  It had become my own version of “Christine” as a coffeemaker, with its own life and agenda, and they were in direct conflict with mine.  Judging from the sheer number of people searching for information on how to deal with Tassimo customer service, I wasn’t alone.  For those who want a summary of the blow by blow experience in 2010 with Tassimo customer service (and that term is used VERY loosely here!) I’ve listed the blog entries from that period of time.  The final chapter, the disposal of the machine, isn’t given its own entry.  I just wanted to get it out of my life without further incident.

  1. September 1, 2010 blog entry: Consumer anger and my Tassimo coffee maker
  2. September 10, 2010 blog entry: Quitting smoking and the Tassimo Fiasco update
  3. September 22, 2010 blog entry: Tassimo customer service round 2 plus Slovenia, China, Asia, Mexico and more!
  4. October 14, 2010 blog entry: Tassimo Customer (cough inserted here) Service–Round 3
  5. October 22, 2010 blog entry: Tassimo saga continues…
  6. October 26, 2010 blog entry: The Tassimo saga continues…and still no machine!
  7. October 28, 2010 blog entry: Tassimo Customer Service Saga continues-the first 24 hours
  8. October 29, 2010 blog entry: Tassimo does it again!!!!!!!
  9. October 29, 2010 blog entry: Tassimo does it again! Part 2
  10. October 31, 2010 blog entry: Tassimo miracle? IT ARRIVED
  11. November 3, 2010 blog entry: To be or not to be: the Tassimo

For those who are still dealing with Tassimo and their customer service, here are some suggestions.

  1. Call daily, even though it is inconvenient and aggravating.  Return the favor.
  2. Write down the representative’s name, the date and time of the call, and what you are told by that representative about your problem.
  3. If you get conflicting information or a non-responsive representative (almost guaranteed that this will happen) ask to speak to a supervisor.
  4. Write down the supervisor’s name, as well as the date and time and a summary of what you are told.
  5. Tell others about your experience, and maybe someone will be spared the indignities and aggravation that you are experiencing.  Post your reviews everywhere you can.  Some suggested locations are the retail website of the store from which you purchased the machine, Viewpoints, and Pissed Consumer.   Don’t forget Tassimo’s own website.
  6. Always stay polite, even when you really wish you could climb through the phone line and strangle the representative…slowly.
  7. Don’t give up.  For me, it took about two months to resolve the problem, at least “sort of” resolve the problem. Tassimo does not move quickly to give satisfaction to the consumer.
  8. Above all, don’t let the experience ruin your life.  It’s aggravating, but letting companies get by with crappy customer service is also not acceptable.

With all of that said, good luck with YOUR Tassimo.  I hope your experience is better than mine was.


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