Blichmann Boilcoil Help!!

Still no response from Blichmann, but I know a guy. He says he can build me something SUPER cheap...like $20-$30 cheap. When I find out more, I'll let you know the solution!

 

So here's my chain of emails for those interested (I'll post each letter as a separate response). I'll save everyone the trouble here...unless you are buying the whole Blichmann system as a whole (i.e. Tower of Power plus the electric kettle), DONT BOTHER.

My initial (actually 2nd) writing to Blichmann:

Hi, just following up...

I wrote an email to you on Sunday and allowed, as your website recommended, "a few business days" for a response. It's late Thursday night and I've still heard nothing.

To say it again, I recently purchased a Boilermaker G2 10 gallon fitted with a Boilcoil. I did a lot of research about it through your website and thought it was the way I wanted to go. It wasn't until I received the product that I learned something: I can't use it without a "power control source".

Nowhere on your site that I can see does it mention this. In fact, the verbiage says things like "just plug in" and "plug and play", leading one to believe it's ready to use out of the box. Now I have quite a large investment in something I can't use right now.

I wrote on Sunday hoping for some help or some clarification. Now, it's Thursday and I still have no answer. I knew that NHC was this last week, so I tried to give ample response time in case people were there for the weekend.

I was so excited to own this product and now I'm equally let down. I have an expensive kettle that I can't use. I have tried to contact you for help - and no response. There's not even a phone number I can find to call you. Or a direct email. The customer service isn't good.

So my request is: please, help me out (and others in the future). Make something on your website say that additional equipment is needed to operate the boilcoil. And, two, help me get my boilcoil working. Help me get what I need to have a brew system I'm pumped to show off and tell people that Blichmann is a great company.

Sincerely,
XXXXXXXX

 

Blichmann's response:

Hi XXXXXXX,

I’m very sorry for the delayed response. We have had a technical glitch with our email site and have not been receiving our customer support emails. We just discovered this was happening this morning and are working to respond as quickly as possible.

In regards to the BoilCoil™, “plug and play” refers to the fact it comes ready to be plugged in and there is no additional wiring on the end users part. There are heating elements that require the user to wire it themselves. Since we only sell through retailers, and they know it requires a controller, I haven’t run into this being an issue. You make a very good observation though about making it more obvious that a controller is necessary to turn the coil on and off. I will get something added to our website making note of this.

We did design the BoilCoil™ to work in conjunction with our electric Tower of Power™ temperature control module. However, there are other options out there from various manufacturers. You just need a way to energize and de-energize the coil on a GFCI protected receptacle. If you were to plug it directly into the wall it would potentially cause arc damage.

Please let me know if you have any other questions and concerns.

Kind Regards,

XXXXXXXX

Blichmann Engineering
Customer Service

 

My next response:

Dear XXXXXXX,

In a nutshell, the two things I feel I'm hearing you say are:

1) I have a $600 electric kettle that I can't use and you - even though, as you admitted, the website IS misleading and something needs to be added - won't do anything about. Because,

2) The store that sold it to me knew it needed a power control source and, therefore, the error doesn't lie with your company, but the homebrew shop that sold it to me.

Here's what I know: the guys at the homebrew shop didn't know it needed anything additional. They were just as excited as I was to see it in action. I know that the only knowledge they have of your products is through the info on your website (which we've pointed out the problem there), and through the sales pamphlets they are able to hand out to people interested in the Blichmann product line...which is just nice pictures and no real product information.

Unless they personally own the boilcoil specifically, how would they have known it needed additional equipment? I used to work in that store and I know you guys aren't coming down and providing product or product training to them. So to say they knew and place the blame on them, I feel, is in very poor taste and unprofessional.

And, still, I want to keep this kettle. But, still, you've offered nothing to help me do so, other than telling me to purchase outside of your company (also, not a good idea). What can you do for me? Or is it just not worth keeping the kettle sold?

Thanks in advance for your consideration.

XXXXXXXX

 

Blichmann's response:

Hi XXXXXXXX,

I'm sorry for your frustration and the misunderstanding of the system requirements and how it operates. What is it you would like me to do for you? Would you like to return the kettle?

XXXXXXXXX

 

My response:

XXXXXXX,

Like I said, I'd like to keep it. What I'd really like you to do is help me get the Tower of Power - either by sending it to me outright (never know unless you ask, right?) or by providing me some type of Blichmann credit or gift card or dollars off that I can use when I have saved up for the Tower of Power.

I'm not trying to be difficult. I just really want this thing to work. Thanks again.

XXXXXXXX

 

Blichmann's final reply:

Hi XXXXXXX,

I wish I could send you one for free. But unfortunately that's just not something I can do. We also do not have gift cards or credit vouchers to offer.

I'm sorry I couldn't be of more help.

Kind Regards,

XXXXXXXX