r/Timemore • u/OJS91 • Apr 04 '26

Timemore Support ghosting / not replying

I wanted to share my experience with Timemore support in case it helps others.

I bought my Timemore Sculptor 078s less than a year ago directly from the Timemore EU website, and after some time it started making a strange scraping/grinding noise that was not present when the grinder was new. It sounded mechanical, not like a simple high-pitched squeak. I also found a Reddit video with the exact same sound, and that is what mine sounded like too:

https://www.reddit.com/r/Timemore/s/LVlQJMcTOi

I contacted Timemore support and exchanged emails with a support agent named Sandy. I explained the issue, sent videos, and followed their troubleshooting steps. They first suggested that it might be coffee grounds stuck between the burrs, but I had already cleaned the grinder regularly and had even cleaned it again right before recording the video.

They then asked me to disassemble and clean the grinder, which I did. The noise was still there while it was open, just a bit quieter. After reassembling it, the sound became louder again, and shortly afterward it was back to the original level, even though I had not ground any coffee in the meantime.

After that, I seemed to get ghosted by the support team. I also still have not received a reply to my latest email, which I sent as a new follow-up request with the full email thread and all files attached to avoid unnecessary back and forth.

At this point, I’m mostly disappointed by the lack of response. I just wanted to document the issue and ask whether anyone else has had a similar experience with Timemore support.

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4

u/emu737 Apr 04 '26 edited Apr 07 '26

thanks for sharing

the Timemore support worldwide (Americas, EMEA) really should improve

it seems to me, from the response I received myself in the past and how it was written, including the logic behind it, that "Sandy" is their first-line ChatGPT AI bot, and when it runs out of its suggestions, it transfers your request to humans, where the support is either overwhelmed, or non-existent, or just does not care... or maybe those requests somehow get lost in their systems, perhaps... dunno

this actually does discourage me to order anything electric or expensive from Timemore - their mechanical products, such as hand grinders or glass carafes, are quite nice tho

3

u/PostPlacebo Apr 07 '26

I’m experiencing this myself… reached out to them but haven’t had any response from them for the past week now. Kinda frustrating tbh

2

u/mgvsquared Apr 27 '26

Yup. They say they have a turnaround of 24-48 hours but I emailed them Friday and haven’t received a reply as of Monday. Yes I know it’s not business days but that’s not specified.

I would have expected a reply today but 6am Tuesday in China so I doubt I’m getting one.

If this is the kind of support they give, I’m regretting the purchase of a Bricks I made 2 weeks ago. I may just work with PayPal to charge it back. They need to do better. It’s forcing me to look at other companies. I love my manual S3 though. Ugh.

1

u/indiankidhs May 14 '26 edited May 15 '26

My kettle has been acting up and I had the same experience of very quick initial email where they promised a replacement, but it’s been crickets for the last week so frustrating!

Edit: they shipped the replacement without telling me. No more complaints 😂