We might have been appeased by a gesture but none was offered
Kevin places his fifth call to "Customer Care" enduring the agonizing wait again. After confincing the representative he needed to speak with a supervisor he was informed that they only had one--one supervisor. The wait was only 8 minutes this time. (Mental note: call Cuisinart during the morning.)
Finally spoke with a supervisor. She offered to send another coffee pot. Our confidence that it would be worth the 7 to 10 day wait again were low. Also low was our confidence that they could send the correct coffee pot. So Kevin asked this supervisor to overnight us the replacement. She said "Oh, we can't do that." It would take at least three days to get the order from where she was to Glendale, Arizona where it would be shipped. Apparently they can't send email. They have to print the order and snail-mail it.
Seeing that this supervisor was not empowered to do anything to help us, we agreed to let her put in a request for another coffee pot. But we told her this time that we would not be putting the incorrect second shipment out for UPS to pick up first. We have decided to hold on to it until we get a correct replacement.
Keep in mind also, that we have to pay $10 each time they send us a replacement. It is in our warranty terms.
And we have never yet had one person apologize or take a proactive attitude to make us happy. Heck, we might have even been appeased with an offer of a free coffee mug or t-shirt. Just some gesture. No, nothing.
So, Kevin decided to write an email and send it to as many email addresses as he could guess.
Posted on Tue, August 26, 2008
by Andrea Decker