The coffee machine

A long time ago.

The filter coffee machines got competition from the modern coffee machines. Instead of different types of coffee powder, aluminium capsules were advertised. Which offered a wide range of tastes: cappuccino, espresso, latte macchiato and many more. The attractive machine design and the gloss of the capsules added their part.

I LOVE coffee! What for some people is the cigarette in-between is for me "my delicious cup of coffee". I am looking for a visually appealing cup to optimise the pleasure of good taste.

And so in the end I couldn't resist and bought such a modern coffee machine. Especially as there was a special promotion that promised a 30% refund if the receipt was submitted within a certain period of time.

I chose the machine in an appealing metallic red colour and was more than satisfied with the promised taste experience. The very same day I sat down at the computer, searched for the manufacturer's website, followed the instructions and sent my e-mail with the receipt's ID number.

After more than two weeks without a reply, I sent another message. And I was told that the flood of inquiries could not be met in time and I was asked for understanding and patience. About two weeks later I wrote another e-mail and received a reply consisting of text modules, which was obviously designed as a serial letter. When my third inquiry weeks later remained without any feedback, I started to think out of the box.

And I remembered a good friend of mine who had previously worked in a leading position with a kitchen appliance manufacturer and who was now retired. And he advised me to place my complaint "further up", i.e. at management level.

No sooner said than done. I researched the manufacturer's contact details online, called the switchboard and asked the operator in a convincingly professional voice if he could please give me the fax number of the head office. I wanted to send an urgent message. After a short hesitation I received the number I needed.

My fax was written in a friendly and matter-of-fact manner. And off we go. And within about an hour I received a reply. The voucher campaign had been outsourced, and the contractor was currently overwhelmed by the flood of incoming work. I was asked for my bank details and within a few days the amount of € 30 was credited to my account.

I invited my good advisor and friend for coffee and cake. A glass of prosecco included.

But the punch line comes last. More than two months later I surprisingly found a second credit of € 30 in my account. The agency, which was not able to cope at the time, had finally managed to process the volume of inquiries.

I refrained from complaining about the double money transfer.

 © Solandra (October 4th, 2020)

Translated with the help of DeepL

Proofread by the author 

Photo by Lexie Barnhorn on Unsplash