New Keurig - Complete Budget Buster?

[Newfie2000]

I am so mad and just do not know where to turn. I bought 2 Keurig Platinums for Christmas this year from Kohls. One for DM and one for DH. Neither one was actually set up and running until after New Years. Then last Saturday DM asks why her Keurig keeps shutting itself off? DH and I try the machine and sure enough we plug it in, turn it on and it makes this strange noise and then promptly shuts off. I decide to call customer service and give the person who answers all of the info and after all that am told that there are no techs in and I will get a call back Monday. Monday comes and then Tuesday and still no call. So on Weds. I call back and am told that they are experincing very high call volume and their call back time is now 48 hours, well okay but I am now 5 days past the original call date. Yes, we can see that, let me see if we can get a tech on the line - I wait for about 5 minutes and she comes back - sorry no one available to help you but we will call you, don't worry. So, I give them my cell phone number and explain this is elderly DM machine, and I am not always right by the machine but I would like them to call me. They say no problem - we already have the serial number, etc. we just need a tech to speak to you. I guess I should mention this machine has used only filtered water and upon close observation of ours at home - I think I have discovered that the unusual noise is the machine trying to suck in water and when it is not successful it starts to overheat and then shuts itself down - at least that is my uneducated theory. So Weds. we go out to eat dinner. No problem because they have my cell #, right? Well when we get back sure enough there is a message on the machine from Keurig please call us back - and it is time stamped two minutes prior. So I pick up the phone and call immediately - I tell them who I am and am told you certainly just missed our call. I then question why they did not use the cell number they were provided - of course they have no answer other than we do not see a cell number. So I am asked to wait. About five minutes later I am told there is noone available and they are not allowed to keep me on hold they will call back. We go through the whole story again and confirm that the cell number is on note. Fast forward to Saturday - still no call back! I call again - and this time am slightly aggressive. They tell me, well you missed your call back now you go to the bottom of the list. I ask how long I am expected to wait and am told call back time is 48 hours. I remind them that I have been waiting one week already and that this machine is less than 30 days old, I am told I just have to wait. So, I ask to speak to a supervisor or manager. I am told there is noone there, and why would that do me any good as in order to go any further in the process I need to speak to a tech. So I calmly explain that maybe they do not realize that the techs are not calling people back in a timely fashion. Sorry there is noone here to help you - they would have to call you back. That's fine, can you please have them call me back? Sure. And when can I expect that call? Well, you guessed it, 48 hours! And just so you know if we put you on a supervisor list we have to put your tech request on hold. At this point I lose it - I tell her that the next calls I will make will be to the Better Business Bureau and the District Attorneys Office and I will aslo be more than happy to start a blog about my experience with Keurig. She says well we certainly hate to have you do this, but we are experiencing very high call volume. As a last resort I ask her of they are having a problem with their machines, she says well we sold over a million units at Christmas time. Am I wrong in finding this unacceptable? I mean it has now been one week and two days since the original call was made? This darn machine was expensive and since it was a gift I'll admit I am embarrassed and feel a little responsible. And after trying the machine again and getting the same response I unplug it and feel it almost four hours later and the back is still hot to the touch, which signals danger to me. I find their process and their customer service horrible! And I have never heard of any company not having a supervisor or manager available. What do I do now? Patiently sit back and wait? I don't know what else I can do to get the ball rolling. Please help me figure this out!

 

[mickeymaker2003]

Can you just exchange it at Kohl's?

 

[andrews1ma]

Bring it back to Kohls, they have a fantastic customer service department. You will save yourself soooo much aggravation. Thanks for the heads up though on the lack of customer service at Keurig. My mom owns one and she would freak if hers went!

 

[hrh_disney_queen]

Can you just exchange it at Kohl's?

I would have returned it to Kohl's before even trying to call Keurig.

 

[scrapindis]

If u used a kohls charge you don't even need a receipt.

 

[Sarah_Rose]

Yeah, definitely box it up and take it to Kohls. Almost every store has an "extended return policy" this time of year to make up for holiday gift issues such as yours. So even if it says that you only have 14 days or whatever on your receipt, I would take it in anyway and explain that you want an exchange because the unit was a gift and does not work.

 

[pamjb]

DH's cousin purchased a Keurig for herself at Kohl's on Black Friday. She called my on Saturday with a similar problem. She said she had already called Kohl's and they said they would gladly exchange it for her. She has already taken it back and got a new one.
Sounds like a BIG manufacturing issue. I worked at a retail store about a hundred years ago. We often had the same products being returned around Christmas as being defective.

 

[pixiewings71]

I would absolutely return it to the store you purchased it at! If they won't help you then contact Keurig. I'm so sorry you're getting such horrible customer service!! At this point I wouldn't even leave it plugged in as it definitely seems like it's overheating and that's very dangerous!

 

[Bren's Mom]

First, I'm so sorry that you've had to go through all of this!

I would definitely exchange (don't return if you got a good deal, do an exchange because the product is defective) at Kohls.

When you get the new machines, be sure to read the manual just to be sure that you ARE using it right.

I have had excellent customer service from Keurig. But I've had my machine a few years. I'm wondering if their popularity this Christmas, coupled with a problem that is causing this shut off issue (a google search reveals that you're not the only one with this problem) is overwhelming them. No excuse, I'm just thinking maybe that is the reason.

I wouldn't bother with them at this point, though, just exchange at Kohls. And if it happens again...exchange them again.

 

[Newfie2000]

Thank you everyone for the suggstions! I thought about returning it at Kohls, but kind of thought it was not the right thing to do because I was afraid they would resell it to another unsuspecting victim. So, I thought I would try to do the responsible thing and actually deal with the problem head on. I also felt like then Keurig would know there was an issue. I never thought of doing a Google search though and am so glad that was suggested as that is the very next thing I am going to do. And yes, the unit is always unplugged as I am afraid that fire could be a concern. Let me go and try a Google search... I'll be back! And thank you so much for your responses - the support helps a ton in itself!

 

[Newfie2000]

Quick update, Keurig just called me back on my cell phone. According to the girl I need to be in front of the brewer. So she told me she would call me back in two hours. I told her that this technique has not worked for me up until this point, but she swore she would call me back. So, now I have to drop everything and get over to DM and the brewer. I sure hope this is resolved or I will be beyond furious. And I did do a quick google search - had I realized all of the problems out there you better believe I would of never bought these things! After your comments I believe that if Keurig does not resolves this today I will just exchange the unit at Kohls. I'll keep you posted and thank you!

 

[lindsmom]

Thank you everyone for the suggstions! I thought about returning it at Kohls, but kind of thought it was not the right thing to do because I was afraid they would resell it to another unsuspecting victim.

While it can't be guaranteed it won't go back on the shelf (human error), they get returns for damaged items every day and have a system of returning them to the original manufacturer.

Best case scenario, even if Keurig called you back right now and apologized profusely, the best you'd probably be told is to return it to the store. Otherwise you'd have to ship to keurig and wait for another to ship back. You don't want that. Return to Kohl's - they're used to such situations.

Also, if Kohl's is getting lots of these returns, they probably won't be surprised. Sounds like a manufacturing defect on a whole lot (as in group, not a lot as in more than one ) of items.

 

[Mickey Fliers]

I am sorry you are having trouble. Good luck.

In the future, paragraphs are your friend.

 

[mickeymaker2003]

Here's a troubleshooting thing to try (it fixed mine). Take out the insert where the k-cup goes and see if water will flow through the poky part that pierces the bottom of a k-cup. If not, use a toothpick to clean it out.

Cocoa can clog that little part and make the machine behave as you are describing (it tries to suck in water, but it can't because the reservoir is already full and it can't push the water through so it shuts off). The manual says to run a cup without a k-cup installed to clean it after you do a cup of cocoa to avoid the problem.

Good luck!

 

[puffkin]

I work PT at BB&B. First of all, you would not believe the number of Keurigs we sold this year. It was a HOT HOT HOT item. Second, you would not beleive the amount of returns we get back on a daily basis...not just keurigs but everything under the sun. If something is used/damaged it immediately goes into the RTV bin (return to vendor). Our store has a FT employee that all she does is contact vendors, pack things up and returns them.

My advice is to take it right back to the store and not even bother with Keurig customer service. The store will easily replace the machine for you and you won't have any of this hassle. Don't feel bad....it is just a part of the retail business.

 

[hrh_disney_queen]

I work PT at BB&B. First of all, you would not believe the number of Keurigs we sold this year. It was a HOT HOT HOT item. Second, you would not beleive the amount of returns we get back on a daily basis...not just keurigs but everything under the sun. If something is used/damaged it immediately goes into the RTV bin (return to vendor). Our store has a FT employee that all she does is contact vendors, pack things up and returns them.

My advice is to take it right back to the store and not even bother with Keurig customer service. The store will easily replace the machine for you and you won't have any of this hassle. Don't feel bad....it is just a part of the retail business.

Absolutely agree with this. Even if Keurig can talk you through it, do you want this particular coffee maker that has already had ONE problem? I wouldn't deal with this customer service from Keurig any more. Kohl's will exchange it and send it back for a full credit from Keurig.

 

[Pooh_Friend#1]

I bought mine from Kohls on Black Friday and mine seems to be working just fine and we use it a lot. I would just take it back to Kohls and exchange it. They have great customer service when it comes to returns and exchanges, especially if you bought on the Kohls card.

 

[MickeyMomOfThree]

That is really too bad to hear. When DH opened his the water resivoir was cracked (smal crack at the top.) It wasn't bad but for the money I wanted it to be perfect. He called Keurig and was sent a new water resivoir and to appologize they let him pick 2-24 count boxes of coffee for free. It was all sent very quickly (like in a few days it was here.)

We have a different machine (the Elite,) but I hope ours doesn't give us trouble because DH is addicted to it.

 

[Newfie2000]

Okay, success! I went to DM's and Keurig did call me back as promised. She asked me a couple of very simple questions. Had me run the machine three times and tell her step by step what it was doing and then immediately said we are going to have to replace this machine. I'm thinking they likely realize they have a huge problem on their hands as she never attempted to troubleshoot it at all. In fact I have no idea why I needed to run over to the machine. She also admitted they are swamped with service issues and that the turn around is slightly longer as to when to expect the new machine (7-10 business days). And she apologized and tried to reassure me that Keurig will stand behind their products 100%. The only thing that scared me a bit was she was quick to let me know that they were starting the warranty period over again "so when you call us back you know you have another 12 months". I'm hoping I never have to call them back!

And if something like this does reoocur soon - I might just try to return it to Kohls, it probably would of been a whole lot faster!

Thanks!

 

[mrsstats]

We had the same problem with the one we bought. Was not platnimum, but the one that is the next step down. Got it at Costco and returned it there for another. We had ours less than a week.