It is always refreshing to find a company that does the right thing when its products falter and offers customers a pleasant product return experience. That’s exactly what I found in KitchenAid recently.
In a previous post, I shared my love for my new KitchenAid personal coffee maker, which I purchased about five months ago. I still love the coffee maker, but recently, its swinging basket stopped sealing properly against the body of the coffee maker. When making coffee, considerable amounts of heat and steam began escaping through the front of the coffee maker, instead of being vented out the tiny opening in the back designed for this purpose.
So, I couldn’t call KitchenAid and say the coffee maker didn’t work. It did work, but not like it should. I called the company’s customer service line to ask for a replacement and was promptly greeted by a company representative who was very well-spoken and announced he was located in Tennessee (“Thank you for calling KitchenAid, this is Chris in Tennessee.”) Chris agreed to send me a new coffee maker. After collecting the model and serial number of mine, he explained a new coffee maker would be delivered to my home, and then I should use the packaging and prepaid label that accompanied it to return the old coffee maker. He said it would take up to 10 business days to get the new one.
The new coffee maker arrived in about a week and is now in use with a properly fitting basket. As I write this, the old one is making its way back to KitchenAid. Even better, the company said a new one-year warranty applies to the replacement product.
On a scale of 1 to 10, I would give my customer service experience with KitchenAid a nine. Why wasn’t it perfect? Two reasons:
- Chris asked if I would like to receive an email notifying me when the replacement shipped, and I provided my email address for this purpose. I never received a notification.
- Chris indicated FedEx would pick up the replacement product if I called and asked them to. But the return instructions accompanying the replacement instructed me to send it back via the United States Postal Service. However, the postal carrier did pick it up from my front porch, saving me a trip to the post office.
My return experience showed me KitchenAid cares about its customers and stands behind the products it sells. I will seriously consider KitchenAid for future appliance purchases.