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Cuisinart (finally) pulls through

nooodles | May 25, 200511:21 PM

A story for all those out there who might be waiting on a warranty to pull through, or who are thinking about getting appliance replaced through warranty:

Two months ago, I called Cuisinart's customer service number because the motor on my blender/processor combo broke down. I'd had it less than a year.

I called twice and e-mailed three times before I received an e-mail reply. I was asked for:

-serial number
-model number

I had never sent in my product registration, but was told that wouldn't be a problem. Once the info was sent in, a UPS call was put out on my machine. All I had to do was put it in a box and wait for the UPS man to pick it up. I believe that in some states you'd have to send it in at your own cost ($10).

Then I waited. And waited. And waited. I e-mailed a few more times, and was told the part was back-ordered. A month in to the ordeal, I went to a sale and seriously considered buckling and getting a new machine. I e-mailed again, and received a relatively prompt e-mail assuring me that a part would be sent.

Today, I was rewarded with a brand new blender/processor combo. Instead of replacing the parts I'd asked for, they just sent me a whole new machine! Now I have one with slightly higher wattage than my old machine, but that has all compatible parts in case I break or lose another part.

It took forever, but I really think Cuisinart is taking the time to properly staff its customer service department. My e-mails were returned promptly, even if my phone calls weren't. The rep. was very polite and answered all my specific questions. It wasn't just a form reply. If only their parts replacement department were as efficient, this whole process might have taken half as long. Maybe they were trying to replace just the parts I wanted, but finally decided it would be easier just to upgrade me to the newer model? Either way, I have a new machine now so I can't really complain. Thanks, Cuisinart!

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