Late last year, I had a blender go down, still well under warranty and with totally unsatisfactory response from the company. I blogged about it (without revealing the offending company’s name) here and here. Yes, those are indeed on my business blog, and not Entropy Central.
We finally bought a new blender from a different manufacturer, but the story continues. When I got the bad blender back from the company after a 6 week(!) wait where I had to pay not only for shipping but also cut a check for a handling fee, it turned out the company did absolutely NOTHING to the blender in that time. They said it was fine, yet still it had insufficient torque to not only crush ice, but to even turn the blade when ice was in the container.
I contacted the BBB of New Jersey, where the parent company is located. This past week, I received a response where the company says it will replace the blender and refund their fee I had to pay for the privilege of getting warranty work done.
While this (in theory) solves my issue, it doesn’t really address the problem of poor customer service and moving the cost of quality onto the consumer. On the other hand, it is an admission of guilt.
I am still holding my opinion until their promises have been kept. Time will tell.
