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UPDATE on info. RE Keurig sending out refurbished brewers for replacements!

Started 1270849167.783 in Kitchen & Food Talk | Last reply 1277425209.817 by big coffee

I wrote Keurig with my concerns of them sending out refurbished units for replacements.  Someone posted on here that they found it in the warranty info.  I did email them about it.

I will copy and past my original letter to them (the last letter) and their reply (the first letter).  I will **** the names since it is a copy/paste.  I dont' feel comfortable putting real names here.

 

st1\:*{behavior:url(#default#ieooui) }

Dear (my name),

Thank you for your email.  Keurig does not send out refurbished brewers.   If you are having a problem with your brewer, it would be best for you to talk to a representative to help troubleshoot your problem and discuss your options.  Please contact our customer service department at 1-866-901-BREW (2739).  Representatives are available 7 days a week from 7 a.m. - 12:00 Midnight EST to assist you.  Please have the serial number of your brewer available when you call. 

                                                          

The serial number for the Mini is located on the bottom of the brewer on a silver sticker.

For the Classic, Ultimate and Select, is located on a sticker behind the drip tray. 

For the Elite, Ultra, Special Edition and Platinum it may be located either on the bottom of the brewer on a white sticker or, behind the drip tray.

 

We look forward to hearing from you.

 

Sincerely,

*******

Keurig Customer Service
At Home Division
(866) 901-BREW (2739)

_______________________________________________

Original Message:

When you send out replacement brewers to replace defective brewers, do you send out new units or reconditioned ones or does it depend on the situation? If it depends on the situation, could you please tell me under what circumstances do you send out reconditioned ones? I wanted this cleared up since I read that you send out reconditioned units for replacements on a BB. I wanted to see if this was correct. (my name was here)

 

Mima

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mima1270849402.00313911 PostsRegistered 10/19/2004KS

I don't know what "st1\:*{behavior:url(#default#ieooui) }" means!  I did NOT put that in my post.  It just showed up.  Weird.

Mima

mima1270901358.91713911 PostsRegistered 10/19/2004KS

I guess everyone loves an uproar.  Everyone got upset the other day when someone posted that Keurig may sends out reconditioned units for replacements. 

No one comments when they find out that Keurig only sends out new units?

Weird.

Mima

StyleGrl1270912055.683663 PostsRegistered 4/4/2010

Hi Mima!  I wanted to take the time to respond to you.  Yes, I very much agree with your comments!  I do not understand when any individiual makes statements with no factual basis. Which could only serve to rile up, cause upset of others, then claiming simply they were only stating an  "opinion".  If there is any cause for concern, questions pertaining to any company's practices, their warranties, etc., it would stand to reason they would contact the company directly with issues, any concerns they have.  What possible reason is there to knowingly rile up, ruffle others without fact??  This is the reason I asked for particulars, which was onlyto obtain admission there was no factual basis to, particularly the post title.  I also wanted to respond to you as I have to say that I found it particularly disrespectful towards you that you were requested to ask questions, particulars pertaining to what was contained on the company's website.  If there is or was such concern, then why would a person not make any effort themselves to call and discuss their numerous concerns??  I knew the company is not sending refurbished units from my experience. Experience due to contact regarding my mother's Keurig.

I also wish to say based on comments made towards me my career is within the health care field. However, it is no one's business who I am employed by, when I became a member of this board, number of posts and my choice of who I responded to.  I dislike when anyone unnecessarily upsets others for no possible positive reason other than seeking some sort of attention for themselves.

I hope everything goes very well for you Mima.  As well, wanted to say I have two Keurigs.  An older model and last year I purchased the Platinum.  From my own experience this model is far superior to the other models in every respect.  The newer model gets quite a workout, as did the older model and it is indeed my favorite appliance!  Take care Mima.  I think you are indeed a very nice, very considerate lady!!

CasinoMom1270912443.547923 PostsRegistered 2/6/2007Indiana wish I were back in Kentucky

Mima, thanks for your report. I also asked and was told they do not send out refurbished brewers. I am waiting for a replacement from Keurig for the one they sent out March 4 and is now defective. I also have to send back the k-cup holder within 30 days or be charged for the replacement which I think is fair. Did you get yours yet? Barb

Elaine1270912898.3571570 PostsRegistered 11/4/2004Near Pittsburgh

Just an FYI - I don't know anything about Keurig policy, but if you have a monitor that breaks after the 30 day store warranty the manufacturer routinely sends out a refurbished model as replacement.  

i.e. If a monitor is 2 years old and dies, why would you expect a new one as replacement?  This is standard procedure with most maufacturers.

I recently purchased a refurbished wireless station from Apple.  It has a standard warranty and I saved $50!  What I'm saying is don't be afraid of refurbished product.  Sometimes it is really brand new but the box has been opened. 

Go Steelers!

StyleGrl1270915969.947663 PostsRegistered 4/4/2010
On 4/10/2010 CasinoMom said:

Mima, thanks for your report. I also asked and was told they do not send out refurbished brewers. I am waiting for a replacement from Keurig for the one they sent out March 4 and is now defective. I also have to send back the k-cup holder within 30 days or be charged for the replacement which I think is fair. Did you get yours yet? Barb

Hey CasinoMom. I have read how incredibly frustrating your own experience has been and wanted to say really hope this all resolves for you very soon.  Don't know if you remember but back in 2008 the issue that occurred at that time was with the "priming".  If I recollect correctly, either the machine "primed" correctly or it was a dud and would not work.  The replacement scenario was occurring at that time as well.  For myself majority of  "wants" or "wish list" items (as with the Keurig) are purchased at brick and mortar stores where a product can easily be return/exchange if necessary.  But that's just me.  Have a great weekend all!! They are way too short!!

PinkSugar1270918849.96720116 PostsRegistered 7/29/2006

I emailed Keurig with my brewers problem and the next day received a phone call from Casey.  He knew what the problem was, walked me through the cure and my brewer was working in less than 5 min.  Kudos to Keurig's customer service.

Life is like a snowstorm...you'll meet a lot of flakes.

mima1270928532.4813911 PostsRegistered 10/19/2004KS

Stylegirl, thank you for the nice reply.

Casinomom, your welcome and no I haven't gotten my replacement yet.  I'm still waiting.  I don't remember now what day I called them.  I didn't right it down. I do have the email that they placed my order on 4/6/10.  In the mean time I did dig my old regular coffee pot out.  I'm anxious to get it.

Now I'm going to have to call them back because I've lost the info. on sending back the k-cup holder.  I'm so ditsy sometimes!

Hope you get yours soon too!

Mima

Thank you all for your comments and replies.

Mima

shoekitty1270931352.13311542 PostsRegistered 8/10/2006

Mima, thank you for reassuring us about the refurbished  "rumor".  Mine asks weird once  in a while, but works 99% of the time on cue.  My daughter bought hers from BBB after Christmas.  Hers stopped working 50% of the time last week. BBB honors their products for 90 days, but they do take them back for keurig.  She went to BBB today and they do not make her model anymore, they called Keurig for her.  They are sending her out a new Keurig right away, and she needs to return the K-cup holder or she will be billed.  I guess you really can't keep and store a Keurig because the water cannot be drained from the primer holding reservoir.

life is a banquet and most poor fools are starving to death!"
Auntie Mame

CasinoMom1270945540.443923 PostsRegistered 2/6/2007Indiana wish I were back in Kentucky

Mima......here is where you send the k-cup holder:

GSI/Keurig

3003 Scarlett Street

Suite 25

Brunswick, GA 31520

ATR #1-113978090

Mine was ordered on the 9th so it will be a little while to get here. Barb

 

mima1270945735.62313911 PostsRegistered 10/19/2004KS
On 4/10/2010 CasinoMom said:

Mima......here is where you send the k-cup holder:

GSI/Keurig

3003 Scarlett Street

Suite 25

Brunswick, GA 31520

ATR #1-113978090

Mine was ordered on the 9th so it will be a little while to get here. Barb

 

Casinomom, how nice of you.  Thank you!!!

Mima

Mima

big coffee1277425209.7931 PostsRegistered 6/24/2010

hi to all. ordered keurig coffee machine worked fine for three days called keurig ,got new machine in about a week worked fine then stopped pump was not pumping water coated tube at bottom of reservoir with Vaseline to seal up air leak been working fine hope this helps

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