Black and Decker toaster oven - toaster would not shut off - poor experience with warranty service

# 10 for May 14, 2002

Complaints.com received the following consumer message on May 13, 2002:

From: S Hammer [Email User]

RE: Black and Decker toaster oven - toaster would not shut off - poor experience with warranty service My complaint is the warrenty service. I purchased a toaster oven on March 21, 2002 and on May 13 , 2002 the toast button stuck and the toaster would not shut off by opening the door or pulling out button or anything.

A buzzer started screaming and the only thing to do was to unplug it before it started a fire as it was getting awful hot. I phoned in to the number stated to phone for warrenty and got a Applica Canada and the usual press 1 or 2 greeting.etc.

There was not a if you want warrenty service number but if you had a rotery phone stay on the line. I stayed on the line (even though I did have a push button phone ) in hopes of talking to a real person. I did get a real person and he was very nice and needed my name and address, date of purchase, model number and number on the end of the cord and problem.

Then I was to cut the cord off and mail it with the information I had just given him and a cheque for $5.00 for shipping handling. He said that a new toaster should come in about 3 weeks. PROBLEMS WITH THIS SYSTEM! 1. I should not have to pay for their junk not working on a $84.00 toaster oven. The shipping and handling should be included as part of the warrenty coverage. As I purchased their product and it was junk. They should stand behind it fully. 2. What am I to do without a toaster for 3 weeks? My family lives on toast and eggs breakfast. Why can I not take the junk back to the store and get a new one say with a phone authorization or something from the company. Then the new toaster replacement would come to the store. RESULT- a happier consumer. I know I will never buy another Black and Decker toaster after this. I know that Black and Decker is not the only company that operates with this send money for shipping and handling policy and for cheeper products it is one thing as some things it would cost the same just to go buy another one than pay for the shipping. MANUFACTURERS SHOULD BE ACCOUNTABLE FOR THEIR JUNK SO THAT THEY WOULD MAKE SOMETHING THAT LASTS. Shirley Hammer

Eastend, Sask, Canada