Franke leaving Seattle for Tennessee

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Franke leaving Seattle for Tennessee

Postby Marshall on Mon May 18, 2009 12:08 pm

Press release here: http://www.bizjournals.com/seattle/stories/2009/05/18/daily7.html.

Does anyone know how (or if) this affects ESI and LM? The release says only 6 people out of 50 will be moving with Franke.
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Re: Franke leaving Seattle for Tennessee

Postby phaelon56 on Mon May 18, 2009 12:30 pm

Franke is the US distributor for La Marzocco and as far as I know there is no more ESI. That said - I believe Franke bought the distribution part of the business but not any portion of La Marzocco itself - just the ongoing distribution rights. If I'm mistaken please correct me but that's the impression I have.

I wish I could say that the level of customer support couldn't possibly get worse but I suspect it can. If you have a thorny technical issue and are patient it is possible to get connected to Brian C or even the guru John B and you'll get the superior technical service one always got prior to Franke entering the picture. But to order some parts? Forget about it. They are chronically understaffed, have incredibly long wait times with really loud crappy distorted hold music and don't reply consistently or promptly (sometimes not at all) when you attempt - at their suggestion - to order parts by email.

I'm beyond frustrated by the situation and even mentioned it to the folks at the LM factory when I visited there in February. The response I got indicated that they (LM) were aware of the issues and hoping to get it resolved but it has continued to spiral downwards.

It's a darn shame. I've been in the retail, wholesale and technical support business in a variety of ways for over thirty years and the staff at ESI (when they were still ESI) set the gold standard for excellence in customer service. There isn't one single company I've ever dealt with that could compare and now Franke is the absolute worst of any company I deal with on a routine basis.

Important note: I don't blame specific individuals who work at Franke as all have been consistently polite when I do get a chance to talk with them. But I think there are some issues with cost management and corporate culture that have screwed up what was once a really good thing.
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Re: Franke leaving Seattle for Tennessee

Postby nick on Mon May 18, 2009 12:54 pm

The word has been for a little while that Marzocco's distribution agreement/contract with Franke Coffee Systems is expiring some time in the not to distant future, with La Marzocco trying to set up its own distribution here in North America. Let's hope for the best for the future.
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Re: Franke leaving Seattle for Tennessee

Postby Marshall on Thu May 21, 2009 9:15 am

nick wrote:The word has been for a little while that Marzocco's distribution agreement/contract with Franke Coffee Systems is expiring some time in the not to distant future, with La Marzocco trying to set up its own distribution here in North America. Let's hope for the best for the future.


More details here, including an interview with Joe Monaghan: http://seattletimes.nwsource.com/html/coffeecity/2009246367_in_order_to_meet_the.html,
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Re: Franke leaving Seattle for Tennessee

Postby Jeff Givens on Thu May 21, 2009 9:21 am

I wonder if the new Franke models will have a button to dispense buttermilk?
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Re: Franke leaving Seattle for Tennessee

Postby Marshall on Thu May 21, 2009 9:26 am

Jeff Givens wrote:I wonder if the new Franke models will have a button to dispense buttermilk?

Why? Is that a Tennessee specialty?
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Re: Franke leaving Seattle for Tennessee

Postby Jeff Givens on Thu May 21, 2009 11:51 am

I've never put it in my coffee, but I've sho' nuf drank a lot of it growing up in Tennessee!

Buttermilk: It Can Help
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Re: Franke leaving Seattle for Tennessee

Postby Brett Hanson on Thu Jul 16, 2009 2:26 pm

Seeing Joe post in this other thread, my curiosity is renewed.

What's the latest with La Marzocco USA? Locations? Plans?
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Re: Franke leaving Seattle for Tennessee

Postby Marshall on Thu Jul 16, 2009 2:35 pm

Brett Hanson wrote:What's the latest with La Marzocco USA? Locations? Plans?


New LM USA blog here: http://lamarzoccousa.wordpress.com/.
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Re: Franke leaving Seattle for Tennessee

Postby Joe Monaghan on Fri Jul 17, 2009 6:27 am

Well, La Marzocco, USA is up & running as of last Monday. It hasn't been completely wrinkle free, but for the most part the transition has been pretty smooth. Thanks to all, for their patience and for the incredible support we have received. We are all excited to be back.

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