Wednesday, November 03, 2010

Thought of the Day 2010 #224 - Cuisinart

Last year, I bought a really pricey food processor from Williams-Sonoma. About a month or so ago, I was working on chopping some peppers and I couldn't turn the thing off. A ghost was in the machine! I had to unplug it to kill it. It's an odd feeling when an appliance behaves badly...ya just can't trust it anymore! I didn't use it for a few weeks, and then this past week, I needed to use it for several recipes. The ghost in the machine did not go away. I needed to use it, so I ended up training the bad dog to do "pulse" by lifting the lid, I effect stalling it out through it's safety feature. Eh, ya do what ya gotta do.

Today, I called Williams-Sonoma to inquire about the specific date I had purchased it. I figured it would have at least a year long warranty, and I was hoping I was still less than a calendar year out.

The customer service person looked up my info and found that I ordered it last June. Crap! Past a year's time. The CS person put me on hold to see if there was something they could do. While on hold, I started peeking through online reviews. Aha! I am not the only person with a defective control panel. Several reviews mentioned the inability to turn it off.

CS person comes back on the phone and apologizes--they cannot help's been over a year, and it's probably not working right due to "normal wear and tear". Oh, that sucks. I probably only used it a dozen times over the past year. Price per use is about $30. Ouch. I mention I saw several other users with the same issue on their site. I then inquire whether or not they have a number for a repair facility?

CS person puts me on hold again. I'm thinking it will cost a ton to ship it somewhere...and then, who knows how much they'll charge. I was feeling I bought a money pit. Grrr.

CS person comes back asking me what I want? What i want?? I said I wanted a machine that works. That's all.

She then tells me they are going to arrange for a UPS pickup in the morning, and that they will exchange my defective model with a new one.

I was shocked. Going from "you're out of luck" to "we'll exchange it, and pay shipping both ways" had me dumbfounded...and pleased.

I know they technically didn't need to take the return as it had been over a year. Kudos for Williams-Sonoma customer service for coming through, eventually. Well, I guess I better hold my breath until I get my new one...and when it actually works for more than a year's time. At least at this point, I have high hopes!


Anonymous said...

Good for you! A lot of people just give up. They may also be trying to head off a forced recall of the product. You may want to alert 'Consumer Reports' magazine.

Your Brother,