COMPOSTING HELP AND SUPPORT FROM HOTBIN
Composting Support from HOTBIN Composter Team
90% of our customers are satisfied and do not contact us for support – this is a good thing it means the HOTBIN is hot composting. Occasionally customers need help and we thought it might be useful to outline what and how we provide this.
We offer an unrivaled ‘domestic’ compost bin support and product performance guarantee.
What is THE HOTBIN guarantee?
Our guarantee (what we call our brand promise) is that given you have enough waste and mix, all HOTBIN composters can and will achieve 40-60°C.
If a HOTBIN is not performing, we believe there are only three possible reasons;
- You have too little waste
- The mix is out of balance -eg it is “too wet” for hot composting, or has “restricted airflow”. These are solvable issues.
- You have an incorrect setting (eg the valve is open too far) or a rare manufacturing fault. We have not found anything we cannot resolve.
There is one thing we cannot fix – if you decide you do not want to invest the time and effort to HOT compost. We believe the time and effort is low and the return is huge, but we respect that some may feel this is not the case. We gracefully accept this is an individual choice.
How do we support customers who need help?
We have a three tier support model.
Tier 1: Self help.
We have invested hundreds of hours creating a composting database using Q&A structure. There are over 400 items in the composting database with a custom version of Google search to make it easy to find things. We still add new items, but a lot of the work is now tweaking the key words. What we called things and what customers call them are not always the same. (e.g. leachate = seepage = gooey brown liquid = gunk)
Within the self help we have a group of FAQs:
Tier 2: email and telephone support
The nature of our resource availability is we try an answer via email. We answer all sorts of questions from items not found in the Q&A database to more detailed help when customers have read the support documents and are still struggling. We ask background questions and match known issues to solutions. If a HOTBIN performance issue is not solved within 10 days it usually escalates into our unique ‘remote photographic analysis’ service.
What on earth is our ‘composting photographic analysis’ service!
You send us 6 photos, we advise you what to do next to get hot composting.
We have now completed over 100 Tier 2 support cases. A lot of these have involved our “photographic analysis” service.
This photo tells us that your HOTBIN valve is open too much – You need to close it to minimum.
This photo tells us you have a compacted bottom layer in the HOTBIN which is restricting air flow and preventing you staying in the hot composting zone between 40-60°C.
This photo show us that the door has been left ajar – You should have it closed tight and be using your cam straps.
This photo shows us you do not have enough waste in the HOTBIN to be achieving hot composting temperatures – Your initial base layer needs to reach above door height.
Tier 3 – when all else fails we get down and dirty with R&D and the inventor
Most customer issues can be solved quickly, but some things take longer. They need thinking about and even product modifications. HOTBINers can help us innovate.
A few examples:
- People wanted a remote wireless temperature monitoring system – whilst this is not affordable for all – James showed us how to do it
- At HOTBINs launch we did not know that we needed a leachate collection system. Now we do. We have a couple of suggestions for how to collect leachate in the Q&A section of our website and are currently exploring a couple of options for an integrated system in R&D.