Behmor Customer service

[Sullybob]

I've been home roasting with a Behmor 1600 since February 2012. This Sunday morning I got an ERROR 6 message while roasting a pound of beans. I went to the Behmor site and submitted a customer service questionnaire. I didn't expect to hear from anyone until at the earliest Monday. I submitted my questionnaire around 10 am, I got an email with trouble shooting instructions at 11:45 am. I'm pretty impressed with the fast response and even more impressed when you consider that I got a response on a Sunday. I followed the instructions and my roaster was up and running. I was able to roast a pound of beans today.

 

[StillShaving]

Sound great. May I ask what the problem was or what you needed to do to fix it? Did the firmware malfunction and some magic sequence reset it? Or was it more basic, like letting the roaster cool down?

 

[Sullybob]

According to the Behmor site the Error 6 message is caused by a malfunctioning motor. In my case the drum had come partially off and jammed with the tray causing the error. The drum came off of the left hand side of the roaster, the right hand side was still attached to the motor so the drum was flopping around until it it caught on the chaff tray and jammed. They needed to know a few things about the drum and if I reinserted it, would it turn at all, turn with no resistance, or turn with a great deal of resistance, then they had me remove the tray and drum and try a dry run. The dry run worked fine so I let the machine cool and tried doing another roast.

I know it wasn't highly technical troubleshooting but I was pretty happy that they responded to me on a Sunday morning. I was trying to figure out where I was going to go to buy roasted beans.

 

[StillShaving]

Thanks, beyond the positive customer experience this sounds encouraging. That the gear shaft will stop turning the drum if it becomes bound up, versus it plowing through and breaking something. Glad you are back in business.