AlpacaBrew
Well-Known Member
- Joined
- Aug 17, 2016
- Messages
- 73
- Reaction score
- 25
The good thing with PicoBrew is communication and service.
The good thing with PicoBrew is communication and service.
The bad is continued system development/support.
I've heard a lot of positive things about their customer service. But I'm not experiencing it. I'm a new zymatic owner and sent an email with some questions following my first batch. After 10 days and two follow ups a few days apart, I'm still waiting for a reply, or even an acknowledgement that they received my email.
I'm glad that I don't have a problem with the hardware, only a few questions. But good customer service does not leave an email go unanswered for over a week.
So far, I'm not impressed. I hope it's an anomaly.
Yeah I am worried about that a bit. Took them almost two weeks to ship mine and I think they might have only done it because I asked for my money back? Communications have been less than desired (they did not respond to my request for a refund, just did the UPS paperwork). They may have too many irons in the fire right now for the size of their staff and ambitions. Hopefully they can pull off everything, grow their business, and be able to support the Z, or I will be really displeased with this purchase. Sigh! Don't want to be negative out the gate, but the purchase and interaction with them so far has been less than stellar.
Anyhow, any advice for a new owner is much appreciated. I have some recipes already crafted and ready to upload once I get my machine and account setup. My plan is to crank out about 5 to 10 brews in short order to fill up my pipeline and get experience with the system, then use it to tune in some beers I have been struggling to get crafted to my liking.
I've heard a lot of positive things about their customer service. But I'm not experiencing it. I'm a new zymatic owner and sent an email with some questions following my first batch. After 10 days and two follow ups a few days apart, I'm still waiting for a reply, or even an acknowledgement that they received my email.
I'm glad that I don't have a problem with the hardware, only a few questions. But good customer service does not leave an email go unanswered for over a week.
So far, I'm not impressed. I hope it's an anomaly.
The bad is continued system development/support.
The bad is continued system development/support.
There is a thread that I started somewhere here (I haven't been updating it it) where I have some lessons learned in it. The first few pages might be worth a read for an early user.
Can I ask what is your largest gripe with the machine?. Wife is pregnant and I don't want to give up brewing, but also know I will no longer have 6 contiguous hours on a saturday. Thought the Z might be the right fit for what I'll need the next couple years.
The bad is continued system development/support.
I've heard a lot of positive things about their customer service. But I'm not experiencing it. I'm a new zymatic owner and sent an email with some questions following my first batch. After 10 days and two follow ups a few days apart, I'm still waiting for a reply, or even an acknowledgement that they received my email.
I'm glad that I don't have a problem with the hardware, only a few questions. But good customer service does not leave an email go unanswered for over a week.
So far, I'm not impressed. I hope it's an anomaly.
There is a thread that I started somewhere here (I haven't been updating it it) where I have some lessons learned in it. The first few pages might be worth a read for an early user.
Its like I pointed out on the Pico forum - there is no more money to be made from the Z users after they've sold the system. The fact that we're getting the short end of the stick doesn't surprise me, from a business perspective, its just super schitty. They're focusing on rolling out revenue generators, like the new Free Style Pico Pak crafter where they will sell you 4.5lbs of grain and 1.7oz of hops and a packet of US-05 for an IPA for $28, or 5.87lbs of grain and 1.1oz of hops and a packet of US-05 for $29!
I doubt they'll see a drop off on Z sales, especially with Denny & his podcast as a sales platform - but they clearly have no interest in supporting it. Sounds like their once great CS is even start to taper.
Hi Everyone,
We're in the process of hiring additional staff for Customer Care. The Pico put a load on that department, more than anticipated. As much as we were prepared, we weren't!
All apologies. We aren't that much off the wagon and are getting back to our 5 star service.
In the meantime if you have questions or comments, please send them to [email protected] and please feel free to mention my name.
For those whom are awaiting unanswered emails please write to me. Annie. AT. PICOBREW. Dot. Com
Cheers
Does Picobrew sell factory reconditioned units?
So I take it you must work there to have so much inside info about what they are and aren't doing?
They've all been at CES. AFAIK, they're getting caught up now.
That's a pretty bold statement.
Tell us whats in the works that is actually supporting the potential the system has.
Can I ask what is your largest gripe with the machine?. Wife is pregnant and I don't want to give up brewing, but also know I will no longer have 6 contiguous hours on a saturday. Thought the Z might be the right fit for what I'll need the next couple years.
All conjecture from all sides aside, this is actually a very fair question. What is the roadmap for the Zymatic? When (Will?) will Baja's issue with the advanced editor "bug" be resolved? When (Will?) the software go Public Domain so that folks like the talented home brewers on these forums can make this device even more special by shear volume of talent? Most home brewers I know are very technical folks, that is one of the things that attracts us to the hobby (besides delicious, fresh, beer!). Can Denny and Annie use their influence/contacts to get answers to our questions?
I bought one because I want consistent mash results to match my consistent fermentation results to make better beer. I also like the prospect of this device being very convenient to people like myself with a hectic career, a great family to attend to, who happens to love brewing beer. If I had the source code, I could add a feature to let me start the brewing process from my office so that when I got home, I could attend to post mash/boil process. If I could then share that update either here or on a public repository and others could as well, how powerful would that be?
The whole purpose of this forum is to share, whether that be a killer recipe, a new piece of kit you stumbled onto, or a gripe or question. Please use your contacts to help make this better and we ALL win. Cheers!!
All conjecture from all sides aside, this is actually a very fair question. What is the roadmap for the Zymatic? When (Will?) will Baja's issue with the advanced editor "bug" be resolved? When (Will?) the software go Public Domain so that folks like the talented home brewers on these forums can make this device even more special by shear volume of talent? Most home brewers I know are very technical folks, that is one of the things that attracts us to the hobby (besides delicious, fresh, beer!). Can Denny and Annie use their influence/contacts to get answers to our questions?
I bought one because I want consistent mash results to match my consistent fermentation results to make better beer. I also like the prospect of this device being very convenient to people like myself with a hectic career, a great family to attend to, who happens to love brewing beer. If I had the source code, I could add a feature to let me start the brewing process from my office so that when I got home, I could attend to post mash/boil process. If I could then share that update either here or on a public repository and others could as well, how powerful would that be?
The whole purpose of this forum is to share, whether that be a killer recipe, a new piece of kit you stumbled onto, or a gripe or question. Please use your contacts to help make this better and we ALL win. Cheers!!
And just how much of the kind and straightforward instructions did you chose not to pay attention to?
Great question. At this point? Open sourcing like they promoted in the Kickstarter. If they had continued development of the system, I might not care. But they haven't.
Here is the change log for the Z firmware: https://picobrew.com/members/software/Zymatic/Firmware.cshtml Last update was 1.12 as of May 2016, shortly after the major 1.11 update which was really the 1.10 update...
From the perspective of someone who has had the Z for a year and half now - the "bug" to me is a non issue. It in no way prevents me from crafting recipes and brewing. Period. Would I like to see it fancier with an easier interface - sure - but this issue by no means would come close to making me second guess my purchase - not by a long shot. So while some here guy the feathers ruffled by stuff like this - I don't want people to think this represent all Z owners. Baja - get into perspective man! Techie or not - the machine does what it's supposed to do! I get that you would love it to do other things from a software side - but with a standard system you are doing all that by hand - if you prefer that - nothing's stopping you from using your old system
Also - customer service - as if a month ago or so it was still the same top notch lightning speed response from them / Saturday, Sunday, any day. I think it's because they are so good that it is noticeable (not by me mind you) hat it slows when they are stressed with other things like new releases or CES. I think this issue as well is getting blown out of proportion, the rare unrepresentative experiences of some on here notwithstanding
The crafter isn't the issue. Its a symptom of the issue- the system is not continuing to be developed, nor is it being open sourced as promoted 3+ years ago. (If it was open sourced the crafter also wouldn't be an issue.)
Why is everyone is getting so bent out of shape by me having an issue with this? I use the system in its current state- it works, its fine, it could be more. As for your last little note- I may be the one of the only ones expressing my frustrations here, but I'm certainly not alone in the sentiment, and will continue to express myself since I don't think that "great CS response times" warrants letting other issues slide.
but the tone of the complaints really comes across as aggressive displeasure - and may be turning off people to a great device.
As a potential buyer of the Z I must say this thread gives me pause, even with the recent discounts I believe I'll wait. I'm old enough to have bought into to many gadgets that didn't last, or lost product support and left me holding the bag. So I'm going to wait and see how this one pans out....unless Pico want's to send me a free one to try
Josh - off the current topic, but do you you have a Beersmith equipment profile you use for your 'Z' that you could share?
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