As you might imagine, having a tech junkie and a cop in the same house means we go through a lot of coffee. For years — and seriously, I mean like almost two decades — we had a Braun coffeemaker we got for our wedding. We started to call it The Great and Powerful Braun. That thing worked like a charm, endlessly, relentlessly churning out pot after pot of great coffee. So imagine our dismay when it finally perked it’s last pot. We were disheartened to discover that Braun no longer made coffeemakers and we were forced to buy something different. (Note: TheCop does not like change. Keep this in mind.) It broke within two years. TheCop bought a cheaper one, which also broke within a year. (Shocker) (WARNING: “get off my lawn” moment coming) TheCop fumed. *shakes fist at sky* “Why can’t anything be made worth a damn anymore??!?”
Finally I decided to step in and buy a higher end coffeemaker to offset the less-than-stellar ones we’d quickly gone through since The Great Braun, and we brought home a Cuisinart because the reviews said it was a good buy. I smugly convinced TheCop that if you wanted quality, you had to pay for it. The Cuisinart worked great for about a year — until last week, when it choked to death in a puff of smoke. When Monday morning came and I tried to make coffee, the truth sunk in: We were cut off.
Damn. My smugness mocked me from across the kitchen.
Meanwhile, TheCop was irate (not to mention we were both a little on edge without coffee). He wanted somebody to know he was angry at the poor return on his investment with this coffeemaker. I mean, we’d had it less than a year! (you’re right) Was there even a warranty on the damn thing? (I don’t know) Did we send in the warranty card? (I’m not sure) Was there someone he could call? (Probably) I told him there might be a phone number on the instruction booklet, which he dug out of the drawer and, once found, grabbed his phone and dialed.
And this is where it gets interesting. The woman at the other end of the phone didn’t even let him get a rant on. She was pleasant, asked for the serial number of the machine (and told him where to find it), explained how to cut off the power cord and send it to her along with a return number she gave him, and assured him she would then send out a replacement machine which we’d receive in 7-10 business days. No argument, no deflection of who was at fault, and because she was pleasant and professional, her caller went from disgruntled to… gruntled? Okay, how about calm, rational, and feeling like he’d been heard?
I was dumbfounded. We were going to be without coffee for about two weeks, but that was a $100+ machine which was being replaced. Suddenly I was really happy I’d gone upscale and bought a Cuisinart. I was also relieved that the coffeemaker *I’d* recommended buying at least had a happy resolution, which generally equates to me being right. TheCop was begrudgingly in agreement (although, if he’d had his way, it wouldn’t have broken down in the first place, especially since we’d paid so much money for it).
So, to recap:
Tuesday TheCop reported the death of our coffee maker.
Wednesday TheCop sent the impotent little power cord to Cuisinart.
Thursday I came home to find a replacement machine at my front door. (!!!!)
As for TheCop, he can’t stop talking about the fact that they had to have sent out a replacement machine before they’d ever received the cord. That sort of attention to customer service impresses him. Where before, all he could see was an expensive dud of a product, now he sees a company that stands behind what they make, and doesn’t grill you or put up a fight when you have a problem. Instead, they help. From now on, we are making a point of buying Cuisinart products because they treat a customer right. (Yes dear).
Talk about coffee service.