Krups coffeemaker - recalled coffeemaker - and company service issues

# 18 for February 7, 2002

Complaints.com received the following e-message on February 6, 2002:

From: shel feldman [Email User]

Krups coffeemaker - recalled coffeemaker - and company service issues

Dear Krups North America: The company recalled a coffeemaker (model #398) last year. I sent the product back, per instructions, on Sept. 18, 2001, via UPS. It was received on 9/24. Rather than the 5-6 weeks advertised as the reply time, the company did not ship a replacement (model #176) until 1/28/02, and only after I had made three (3) follow-up calls. I received this on February 1, but have still not received the (partial) reimbursement of my shipping costs. The replacement model does not function at all. In each of several trials, it spouted water all over the counter rather than into the carafe. Moreover, two (2) cups of water remain in the holder. (No; I do not mean

that they are slow to filter through. They remain and have to be emptied by hand.) I called the customer service number, at which I was directed to return the product--at my own expense. On further inquiry I was told that the company *may* provide some recompense for the product itself, at their discretion. The supervisor explained that the customer service line was designed to provide information as to the location of repair centers and had no other options to offer.

However, she did provide a corporate number and a name for me to call--Ms. Carolyn Kaplan, (201) 767-5500. I have called three times this week, leaving messages with my name and phone number. My calls have not been returned. I request the promised (partial) reimbursement for mailing the original product and a reasonable amount (at least $25) for the purchase of a new coffeemaker of my own choice. I would be happy to return the replacement model provided, but *only* on a COD basis. Sincerely, Shel Feldman

Email User