My original heating element failed after only 6 months. I contacted customer service and was promptly sent a replacement at no charge. The helpful video guide made installation a breeze.

The change-out went quite efficiently, thanks to the very helpful video guidance, and the new heater is working just as expected.

A heartfelt thank you to the whole Gene Café USA team for offering such helpful support to us DIYers.

Unit installed easily. Have roasted 4 times since replacing the heater element. Customer support was very helpful.

My heater assembly died; and I was extremely grateful to the Gene Cafe folks for providing not only affordable spare parts, but also having well-documented resources for determining which components have failed, and how to disassemble, replace, and reassemble the roaster. This saved me the trouble and cost of trying to send it in for repair. Additionally, the person I emailed was kind enough to make sure I got the correct pre-2017 heating assembly unit. It's not often that a company provides so many resources for maintaining older equipment, and for that they've earned themselves a loyal customer :) Thanks, y'all!

Dylan,Derek and Dennis are FANTASTIC. All of my questions were answered promptly via phone and email. My circa 2008 machine was upgraded in service dept. and promptly shipped back in perfect working order. Great job folks! I love my machine even more now.And, PS, I have a spare heater since I should have sent my machine from the start.