Today I finally got a chance to call Mr. Coffee about our coffeemaker and got an unexpected surprise. Back in September, my husband and I went to Target and bought a nice new coffeemaker. My Aussie hubby was excited to make the purchase as he only drank instant back home. It worked great for a few weeks and then we noticed it would ‘leak’ muddy brown liquid. (I won’t say it’s coffee although we all know it was. Because it was so watery.) I did see what looked like dried coffee around the seam between the plastic top and the stainless steel bottom of the carafe. I tried to rationalize that we didn’t place it in the machine correctly or there was an overage because the carafe was full. But then it kept happening. I finally surrendered to the idea that there was a defect to our new coffee machine.
Needless to say I was shocked because my last Mr. Coffee machine cost $15 and ran for years without a problem. This one was considerably more. About $100. And here we were only a month later and it was failing.
Between the wedding and my in-laws visit followed by Thanksgiving and Christmas, it took until now for me to call Mr. Coffee. I explained what happened briefly and was getting ready to be asked about a receipt and given a Return Authorization run-around. But no.
What happened was absolutely a pleasant surpise. I gave the model number and some code from the electrical plug and the representative, William, assured me that they would send out a new carafe. After a few minutes on hold, during which he checked in and apologized for keeping me waiting, William explained that they didn’t have a carafe in stock. I expected to hear that “this was the end of the line.” But no.
William said I would get a whole new machine. That’s it! In 6-8 business days, we are getting a replacement. I smiled big and thanked him profusely. He told me to just cut the cord and throw the old one away. I don’t even have to send it back.
You know, it could be that they realized the design is defective. I did read about other people going through the same thing on the web. But the bottom line is: They stood behind their product even months after I purchased it. I didn’t have to go through any bueaucracy, blood letting or extreme waiting. I wish my experience was the same when my Xbox 360 got the red ring of death. Kudos to you Mr. Coffee! I will certainly be more loyal to the brand and recommend to friends.
Even if a product isn’t right, the company does the right thing. I don’t care about the motivation behind it. I’m just glad that I didn’t waste $100 and that somewhere in the world, customer service still means something.