I ordered my xBloom on April 30th and was very excited I was part of the first batch of machines and I received it on June 1st which is very on point for something that would arrive in "June" kudos to xBloom.
My first few experiences (I roast my own beans) was drinking a lot of coffee (you never waste it) and trying to build the perfect recipe to my taste. That was super easy using the app and I was super amazed by it. The NFC card is cool, but right now you can't copy or move recipes, so I ended not trying to recreate the recipe on the card. But I tried a few of the pods that came in, it's not bad, but not to my taste.
Then on June 5th (yes, less then a week after receiving it) my machine started leaking everywhere:
Video showing the non-stop leaking
So I contact support immediately, and I got a super fast response from Bryan on the 6th asking for images and videos in a different format. I sent it back on the same day with a new format.
Then:
Jun 9th: Bryan says xBloom is replacing the machine and ask for my address, I respond right away asking what to do with the old machine.
Jun 11th: Bryan asks me to ship the machine to them and say they are sending a replacement back free of charge. I respond asking when should I expect a new one.
Jun 12th: He responds saying that only after they receive my machine they are sending a new one. I respond saying that this is unexpected and frustrating because I used the machine for less than a few days (and got rid of my old one). Asked for a RMA number.
Jun 13th: Then he responds telling me they are a startup and his job is hard?! I don't even know why you you tell that to a customer. I respond saying that I am a founder at a startup as well and completely understand his point and ask him for and ETA on the new machine once he received mine.
Jun 22nd: Will joins the chat! He says that he does not know what happened, but they are shipping the machine to me ASAP and asks me to confirm my address.
Jun 24th: I was out during the weekend so I confirm my address and thank him for jumping on this. (Note that at this point they already have my machine that arrived on the 22nd there)
Jun 26th: No response from them so far, but they send me another (3rd) return label. I respond saying that they already have the machine I sent using their original label.
Jun 27th: Still no response.
So at this point I have no proof that they have my machine besides the email thread and the tracking code . No response from them. No ETA. Just silence.
Am I missing something or this is a terrible customer service (not to talk about quality) from a company that sells products at $750? What do you recommend me to do?