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Honored Contributor
Posts: 18,756
Registered: ‎10-25-2010

I just want to give a shout out to the KEURIG company and their CS department.

 

On Feb 18, the descale light came on our Keurig coffeemaker.  I descaled the machine near the sink, then took it back to its rightful place and plugged it in.  

It was dead.  I went online and read how to troubleshoot....tried everything, was still dead.

 

I called CS.  They went over the trouble shooting steps with me again....still wouldn't turn on.

 

They asked me to take a pic of the coffee maker, and another of the serial number  and write down my info and take a pic and send it to them by e-mail.  I did immediately.  Two days later, on the 20th, I got a new coffeemaker sent by UPS.

 

In the meantime, my husband went on YouTube and found out the problem could probably be fixed.  There is a reset button deep inside of the machine.

 

He spent about 45 minutes taking the machine apart, found the button and reset the machine.  Now, I had two working machines.

 

I called KEURIG again and explained and offered to send back the new machine.  They told me to keep it.

 

I didn't save the Costco receipt, but my husband always writes the purchase date on new appliances, so I knew it was purchased on 4-23-23 and still under warranty.

 

I know I could have returned it to Costco, but the info that came with the machine said to call KEURIG first if there was a problem.

 

I am thrilled beyond belief with KEURIG.  It only took two days to get a replacement and it was easy. They sent the exact same model too.

Respected Contributor
Posts: 2,811
Registered: ‎10-09-2023

It's always nice when you come across a company that stands by their products and the customer!

Respected Contributor
Posts: 4,303
Registered: ‎03-10-2010

@Carmie 

 

I have a Cuisinart coffee maker with a Kcup machine on one side and regular carafe coffee maker on the other.  I paid $200 for it.  

 

After about 5 months of using the Kcup side, it stopped working. The machine would split the Kcup (somehow) and water and coffee grounds went everywhere.  What a mess!!

 

I called Cuisinart and they had me do the same thing as Keurig told you. I quickly received another new Cuisinart from them. 

 

I had the replacement for about 5 months and the same thing happened again!!  Called them and went through the same scenario and received another new Cuisinart.

 

Now, it has happened again.  The coffee maker did the same thing right out of the box.  It split the Kcup on the first try.  

 

I'm now waiting on another Cuisinart coffeemaker.  If it happens again, I will toss it out and buy another brand.  Too much trouble to go through with it.

 

Cuisinart has been good about returns, but the quality is bad.  This makes me not wanting to buy anything of this brand again.     

 

 

Honored Contributor
Posts: 18,756
Registered: ‎10-25-2010

@Sunshine Kate   That's awful.  $200 is a lot of money to spend on something that doesn't work right and makes a mess to boot.

 

I got my KEURIG at Costco when this model was first introduced.  It was on sale...only $80. They are now $140.

 

I have always owned three Keurigs...one at home, one at our summer place and one for our RV.  They usually last about eight years.  When we get a new one, we always put it in our home and put the older one in the RV.

 

I also have a Nespresso, brand new, only used a few times, but it's on a shelf in the basement.  I don't drink coffee too often and my husband only likes plain, weak coffee, so it didn't get used and was taking up counter space.

 

There should be a way to make these machine better. I wonder why KEURIG would place a reset button inside of their machine in a hard to reach place instead of on the outside. My DH said it wasn't easy to get to at all.

 

I just don't get it.  Years ago, stuff lasted forever. Now our landfills are full of this plastic junk.

Respected Contributor
Posts: 3,930
Registered: ‎06-15-2014

Great to know!

Respected Contributor
Posts: 3,595
Registered: ‎01-04-2014

I think Keurig has always had wonderful customer service.

Honored Contributor
Posts: 69,693
Registered: ‎03-10-2010

@Carmie   Keurig wants to make sure you have a working machine so you'll keep buying their expensive pods.  That's where they make their profit.

New Mexico☀️Land Of Enchantment
Honored Contributor
Posts: 18,756
Registered: ‎10-25-2010

@Kachina624 I don't have to use pods made by KEURIG.  I  can use refill pods or use generic pods made by other companies.

 

They have no way to know what pods are used.  I have never bought any from their website.

Honored Contributor
Posts: 12,023
Registered: ‎03-19-2010

@Kachina624 wrote:

@Carmie   Keurig wants to make sure you have a working machine so you'll keep buying their expensive pods.  That's where they make their profit.


@Kachina624 , but you don't HAVE to buy their pods to use their machines.  We've had a Keurig for years and my husband never buys the pods.  He gets a big bag of beans at Costco, grinds them himself, and uses a My K Cup.  

Honored Contributor
Posts: 12,023
Registered: ‎03-19-2010

@Carmie , It's great when you get good customer service.  We had a similar experience with Sodastream.  The CS guy spent a lot of time with DH on the phone.  There's really not a lot to do with one of those.  They're simple machines.  We did have to send our machine back, but they went ahead and sent us our replacement along with a box to send ours back.  Maybe they wanted to play with it and see what went wrong.

 

The Keurig folks would probably prefer that you not take their machines apart, although it seems odd that they would put a reset button inside where you can't get to it.