We're pulling back the curtain on our operations in Hong Kong. This series explores our shift to DIY manufacturing after outsourcing failed, our global messaging strategy, and a tour of our factory. Meet the faces of Decent and see how we collaborate with partners to build our machines.
Source: A bit of backstory..., and the view from my new desk in Hong Kong
After facing severe burnout and a health-focused "reset" in California, we've returned to Hong Kong to lead our expanded factory. It's an emotional homecoming, seeing our team and the new facility in person. We're "back in the game," energized to continue building Decent Espresso machines alongside our engineers.
Source: When outsourcing fails... you DIY
After suppliers repeatedly failed to meet our quality standards for wood finishing, we brought the process in-house. We hired a skilled craftsman to set up a dedicated workshop at our factory. By applying natural varnishes ourselves, we finally have wood handles in stock that meet our strict requirements.
Source: How we're handling worldwide direct messaging
We've switched to respond.io to manage global customer messages. This tool consolidates WhatsApp, WeChat, and Instagram DMs into a single inbox with threads and escalation. It allows us to track multilingual conversations efficiently and ensures no customer inquiry gets lost in social media noise, providing a professional, unified support experience.
Source: Article: how Decent uses Basecamp
We use Basecamp to manage our entire operation, from the factory floor to the supply chain. Every espresso machine has a dedicated "machine file" page containing its test logs, photos, and history. We also use separate projects to coordinate directly with our suppliers and manage repairs transparently.
Source: The Faces of Decent Espresso
We've expanded our "About Us" page to feature 39 team members, reflecting our significant growth. Artist Jim Shaw created unique character drawings for each person to highlight the real, quirky individuals behind our machines. We want you to see the passion and skill driving Decent Espresso every day.
Source: New video: Decent Factory tour
Our 24,000-square-foot Hong Kong factory is home to our R&D, assembly, and testing. This tour follows the production of our machines through stress-testing, custom etching, and final quality control. We're proud of how far we've come since 2018, meticulously refining every component to ensure professional-grade reliability.
Source: Visiting Decent's main metal parts manufacturing partner
We've partnered with a specialized CNC company that produces nearly all our metal parts. This close collaboration allows us to continuously refine designs, like the upcoming Bengle model, ensuring high precision and smooth finishes. By working with dedicated experts, we maintain the quality necessary for our "forever warranty" commitment.