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I had a horrifying experience Monday evening-I went to prep my Cuisineart grind and brew coffeemaker and discovered that the cover to the grinder broke. The little plastic doo-hickey that holds the top of the grinder to the pot.

AARRRGGHHH!!!

I have to say-even though we have not one, but two other coffeemakers on the next counter, this is my favorite one. It's my favorite because I can make all I want and not share it with anyone. Okay, everyone means my husband. I don't mind sharing anything with him-except my morning brew.

When we first became engaged, my mom took him to lunch and told him the secret to a long and happy marriage to me: DON'T BOTHER HER UNTIL SHE'S HAD HER POT OF COFFEE.

Obviously he's listened.  

But I digress. Anyway-despite the super-Keurig and the new Tassimo standing by with ready individual gourmet cups, I sort of freaked.  

I went straight onto the website, found the part, had my AMEX ready to buy it when I saw something was a bit amiss-it didn't actually show the top of the grinder. Nope, just the bottom. Luckily, they have an 800 number and it was still open.

A very wonderful woman named Erica answered right away-I was already impressed, no wait time. I told her my question-did this come with the part I was in desperate need of? She said, "Ma'am, I can see where you would be leery about ordering off this picture-let me send you the part courtesy of Cuisineart."

What? Courtesy-just because I had a question????? Yes.  

Now came the tough part-Erica (my new bestest friend after-my-husband-in-the-whole-entire-world) needed the serial number off the BOTTOM of the coffeemaker.  

So, I took my phone down the stairs, into the kitchen and put her on speaker phone by the sink. I unplugged the machine, carried it over and tipped it and the water into the sink (remember, I was in the end stages of setting up my breakfast) and read her the number.

After a few more answers to questions like-what's my name, address, phone and e-mail numbers, Erica gave me the order number and said I'd have the new lid in about 7-10 working days.

Wow, next to my parents, husband and son (and me-when I had a day job) I've truly not seen this kind of customer service in quite a while.

When Erica asked if it was okay for her to send me a survey about her service-I gave her a resounding YES and I asked her for a contact name and e-mail to send out a note of praise for her service as well.

Just goes to show you-while I'd never, EVER recommend buying another Maytag or Krups item to anyone for several reasons-if someone asked me to recommend a company to buy small appliances from-I would be gushing about Cuisineart.  

This isn't a commercial for them-just happy praise from a happy customer and an even happier husband.

Now all I need to do is see if the US Postal System gives me the same kind of service Erica did.

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Member Comments

    • 0 votes vote up vote up

      Vikki Hall wrote Jun 11, 2010
    • I’m with you on Cuisinart! My less than a yr old coffee maker started shorting out....wouldn’t come on or wouldn’t stay on. Well after emailing and serial number stuff they told me to send them my maker. I did and they replaced it! For Free!

      What a GREAT company!

      Too bad FHI wouldn’t do the same for my $250 curling iron (it was given to me but worth every penny!)



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    • 0 votes vote up vote up

      Max0125 wrote Jun 11, 2010
    • Cuisineart has inredible customer service which is why I always buy their products. A friend of mine had the handle break off of her crockpot. Cuisineart sent her a new one for free.



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    • 0 votes vote up vote up

      Carine Nadel wrote Jun 11, 2010
    • after Krups told me years ago-“well, we don’t have a part for your pot, we’ll put you on a waiting list.  don’t know what else to tell you.”  and then the part came 18 months later!!!  Like I’d keep a pot that didn’t work that long????

      Maytag “oh, sorry our dishwasher ruined your wood floors and your washing machine just blew a fuse and burned all the clothes in the load.  well, we‘re not admitting fault, but out of customer courtesy, we’ll pay your deductible and you pay the rest.”

      If CuisineArt made dishwashers and washing/dryers-I’d buy em.



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    • 0 votes vote up vote up

      Suzann wrote Jun 11, 2010
    • I love good customer service. I use a website hosting service (Dotster) that has phones “manned” 24/7 and intelligent people actually answer the phone and help you solve your web hosting issue. It makes such a huge difference in day-to-day living.

      Great post, Carine!

      Peace,
      Suzann
      [Link Removed] 


      Suzann, Your links have been removed, please consider upgrading to premium membership.



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    • 0 votes vote up vote up

      Carine Nadel wrote Jun 11, 2010
    • thanks Suzann, I think I’m a bit more sensitive since I came from a family business mentality.  we all want good customer service.
      Knowing how hard the good ones work-I always send a note to their superiors telling them what a good employee they have.



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    • 0 votes vote up vote up

      Carine Nadel wrote Jun 12, 2010
    • I just went on cuisineart.com Barbara.  they had an 800 number and I just called it.



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