Joy from Canada on her fifth coffee pot

This is my Cuisinart Sucks story::  It is the same here in Canada! Copy of letter I sent with pot. No one responded to it. Just sent new pot. I have one more since this letter. I am on the fifth pot. Thank you for creating the website.
Joy Joy Surette
2893 Green Street
Richards Landing, Ontario
P0R 1J0
August 5th, 2010
Customer Service Department
Cuisinart Canada
100 Conair Parkway
Woodbridge, Ontario
L4H 0L2
Dear Sir or Madam,
My name is Joy Surette and I have been a customer of your company for approximately eight
years. Until recently I would have told you that it had been a uniformly positive experience but
due to a pattern of recent mistreatment, now nothing could be further from the truth. In writing
this letter, I hope you will finally resolve my concerns relating to a defective device, and actually
live up to the “reputation for quality” you assert on the box of the product in question.
On December 30th, 2009, I purchased a Cuisinart Classic Cordless Percolator (PER-12C) from
a Sears store in Sault Ste. Marie, Ontario. Less than three months later (!), the device would not
percolate and was useless. On April 30th, 2010 I shipped, at my own expense, the broken
machine back to your customer service department. I included the $10 shipping and handling
fee referred to in your product documentation. The replacement arrived in mid-June, and now in
early August the new product is broken yet again. I take pride in having my appliances last and
in both instances I can assure you the percolators were maintained in accordance with the
included documentation. I am now put in the position of having to repeat the already costly
warranty replacement process, and this has greatly diminished my opinion of your company. I
find myself wondering: why can’t you just provide a coffee percolator that works?
It is worth noting my total cost of dealing with your warranty process ($12 shipping the device
back, $10 for a money order for you to ship a replacement to me, all taxes and other
administrative costs, and so on for each new defective replacement product you send me...)
exceeds the price I paid for your competitor’s “lower-end" product, a General Electric percolator
that has reliably worked for years without fail. Just to underline this important point: I
purchased your competitor’s product for less than the warranty costs of dealing with your
defective product. Are you not ashamed by this? I am certain you realize (and as an active
blogger, I see time and time again...) that it is never minor, temporary mistakes that damage a
businesses reputation; rather, it is systemic product quality problems combined with
contemptuous customer service.
The reason I originally purchased your product is because I enjoy a quality cup of coffee, and
because I believed the representations in your advertising; namely, that your product had been
“designed to increase the pleasure of enjoying a perfectly percolated cup of coffee" and that it
would provide “years of satisfaction”.

I have included your defective product with this letter. In light of my above-mentioned
concerns, I request that you a) replace the defective percolator with one that works; and b) reset
the warranty on this new device to the date on which I receive the functional coffee percolator as
a result of this letter. You will notice that no $10 shipping and handling fee has been included.
This is because, at some point, you should seek and accept responsibility for products you sell
your customers. I really want to be a satisfied customer, but this purchase has been an unusually
difficult and negative experience. Please make things right by sending me the high quality and
functional coffee percolator I should have received in the first place.
Thank you for your consideration.
Joy Surette
CC: CEO ConAir Corp.

13 comments (Add your own)

1. wrote:
Ahaa, its pleasant conversation about this post here at this weblog, I have read all that, so at this time me also commenting here.

Thu, October 4, 2018 @ 6:24 PM

2. wrote:
Hey there! I just wish to give you a big thumbs up for the great info you
have got right here on this post. I'll be coming back to your website for more soon.

Sat, October 6, 2018 @ 7:49 AM

3. wrote:
Aw, this was a very good post. Spending some time and actual effort to generate
a good article… but what can I say… I put things off a
whole lot and never manage to get anything done.

Sat, October 6, 2018 @ 10:58 AM

4. wrote:
Hello! Would you mind if I share your blog with my zynga group?
There's a lot of people that I think would really appreciate your content.

Please let me know. Thanks

Sun, October 7, 2018 @ 2:33 AM

5. wrote:
It's not my first time to go to see this web page, i am browsing this
site dailly and obtain nice information from here everyday.

Mon, October 8, 2018 @ 6:56 AM

6. wrote:
Hello! I'm at work browsing your blog from my new iphone 4!

Just wanted to say I love reading your blog and look forward to all your
posts! Keep up the great work!

Mon, October 8, 2018 @ 8:15 AM

7. wrote:
Hi there! Do you know if they make any plugins
to protect against hackers? I'm kinda paranoid about losing everything I've worked hard on. Any recommendations?

Tue, October 9, 2018 @ 10:58 PM

8. wrote:
Heya i am for the first time here. I found this board and
I find It truly useful & it helped me out much. I hope to give something back and help others like you aided me.

Tue, October 16, 2018 @ 8:42 AM

9. wrote:
Greetings! Very useful advice within this article! It's the little changes that produce the largest changes.

Thanks for sharing!

Fri, October 19, 2018 @ 5:40 PM

10. wrote:
Greetings! Very useful advice in this particular article!
It's the little changes that make the biggest changes.

Thanks a lot for sharing!

Wed, October 24, 2018 @ 8:45 AM

11. wrote:
Hello there! This blog post couldn't be written any better!
Looking at this article reminds me of my previous roommate!
He constantly kept preaching about this. I am going to forward this information to him.
Pretty sure he's going to have a great read.

Thank you for sharing!

Mon, October 29, 2018 @ 5:35 PM

12. wrote:
Hey There. I found your blog using msn. This is a really well written article.
I'll be sure to bookmark it and come back to read more of your
useful info. Thanks for the post. I will definitely return.

Sat, November 3, 2018 @ 7:07 PM

13. wrote:
Can I just say what a relief to discover someone that genuinely understands what they're
discussing on the net. You certainly understand how to bring a problem to light and
make it important. More and more people must read this and understand this side of your story.

I can't believe you are not more popular because
you definitely possess the gift.

Thu, November 8, 2018 @ 5:52 PM

Add a New Comment


Comment Guidelines: No HTML is allowed. Off-topic or inappropriate comments will be edited or deleted. Thanks.