I’m a huge believer in saying “thank you” when one is due. Today, I’m sending out a HUGE “thank you” to Keurig Support. They couldn’t help me fix my my K-Cup Brewer, but the company has gone above and beyond to provide assistance; and that’s something that’s sadly lacking in today’s market.
Sunday night I realized my Keurig wasn’t pumping water through properly. I tried flushing it with vinegar with no luck. So I called their support number yesterday and a nice lady walked me through the process that we though might fit the machine. At first I thought it’d worked, but I soon found I was mistaken.
Frustrated, I took to Twitter. I didn’t bash the company, just stated that my machine died and I was sad. Shortly thereafter, a rep from Keurig tweeted me asking what was wrong. After a couple of back-and-forth tweets, he/she asked me to inbox my contact information, so I did. I knew there wasn’t anything they could do to help me, but I was willing to let them try.
This morning at 8:50 my phone rang. It was Keurig support. After a short conversation, it was mutually determined that my Keurig was dead and, sadly, was out of warranty by about 3 years. There was nothing they could do for my machine; but the guy on the phone was so sweet and insisted on sending me a fairly significant coupon for the purchase of a new machine! Wow! That was awesome! I can’t afford to replace the machine right now, but the coupon is good for a year! That was totally unnecessary, but deeply appreciated.
This isn’t the first time this company has helped me out. It’s actually the third time. The first time was several years ago with my first Keurig. I’d had it barely a year when the pump died and, with no questions asked, they sent me a brand new machine and a coupon for free K-Cups! About a year later, I had a similar issue but I knew that the 1-year warranty had passed, but I thought I’d give them call to see what they could do. The support center walked me through a series of “fixes” and, before I knew it, I had fresh coffee again.
I can’t begin to tell you how pleased I am with this company. Having dealt with several high-end kitchen appliance dealers who DON’T stand behind their products, I’m thrilled to know that Keurig not only stands behind them, but does everything possible to help you resolve your issues. An easier tactic for them would be to say, “Not our problem.” But no…the support staff stays with you on the phone and does everything within reason to help fix the problem.
If you’re sitting on the fence and trying to decide whether to get a Keurig versus another K-Cup brand, then let me give you that nudge and say “Get the Keurig – You won’t be disappointed in the company!”
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