I had to call 800-726-0190 and talk to customer service as well.
At first the coffee pot would brew 25% and then turn itself off. Then I cleaned it per the companies request. That didn't do anything. I've tried the whole unplug it bit. That worked if you wanted to get one pot out of it before another malfunction.
The first customer service rep I dealt with just kept hammering me about cleaning it. I asked them to repair it and he said I needed to clean it first. At this point I was ticked off, I've done what they've asked, and it hasn't worked. I called to have it fixed.
I asked to speak to his supervisor. He transferred me.
The supervisor wanted to know how this became a supervisor issue, and so I told him, not being happy at all. I emailed you people, you told me to clean it, I called you people, you told me to clean it, I've cleaned it, and now I want you to honor your warranty and fix this problem.
Well, after that bit, he asked for the model number and serial, and ordered a replacement unit. He said they don't repair them. They'll ship me a new one, but they are on back order.
All he said I have to do is write a service number, which he gave me, onto a piece of paper and place the cut off cord of the unit into an envelope and send it back. They don't fix them. He told me to trash the unit.
All in all, that's the best warranty I've dealt with. I was expecting to have to give my credit card and have a hold placed, and they didn't require this. They waved the shipping fee and did everything without a credit card. They just want the power cord cut off and mailed back as proof.
Cody, October 2009
