What happen to customer service?

Do you remember me posting about the new bread machine I got? I have made several loaves of delicious bread. And I have been totally sold on the whole idea. Jason is loving it also.

Well, last night I was making some French bread and the machine was rocking back and forth. It does rock a little as it kneads the bread but this was pretty drastic. At one point last night I heard a huge crash. I have never moved so fast from a seated position. I thought the bread machine had rocked off the counter. But I soon realized that it was an empty pot that was sitting in my drainer in my sink.

And as it was kneading last night, it would stop and then start. It really sounded like it has having a difficult time kneading the bread. This obviously was not right.

So I called the manufacture this morning (thanks to Judy for the tip). I would normally have called Amazon.com where I ordered from but Judy said sometimes the manufacture warranty is better than say Amazon.

It was worth a try. I called and was on hold for a little while. I finally got through and I explained my situation to Mrs. F (I am withholding names for privacy sake). She said that I needed to give them the day code in the back of the machine. Of course I could not find it and I could tell that Mrs. F would rather not wait. So she gave me my reference number and told me I could call back once I found it. And you better believe I found it the second I hung up.

So I call back and get Mr. J. He worked on my situation for a bit and by the time he came back to me the third time, I heard “Ma’am”….click.

I guess I was pretty naive to think he would call me back though I waited for a couple minutes in hopes of such a thing. Since I was not surprised that I didn’t get a return call, I started my process over again including the long hold time. And guess who I got this time? Mrs. F.

She was at least familiar with my case. She told me they could send me a replacement but it would not be the same one as they no longer make that model. I asked her what was entailed in returning it.

As per her instructions:

1- Cut the cord and send it back

2-Take a pencil and paper and etch the day code and send that back

3-Send a check for $7.50 as reimbursement for them sending me a new machine.

This doesn’t sound like very good customer service to me. So I told her that I would call Amazon.com and see what they could offer me.

Thanks to the John Deere video from the library, my children were entertained for the 40 minutes I was on the phone.

Now I try to call Amazon.com but you can’t find a number anywhere on their site. It is a good thing for other bloggers such as I because I was able to find the number. That is part of the reason why I am blogging about this, in case someone is in a similar situation.

I found the number thanks to A Clever Cookie

To Reach Amazon.com Dial:

1-866-216-1072 or
1-206-266-2992 (international)

As Amazon.com answered the phone, I was a little hesitant as a woman with an Indian accent helped me. But she was very helpful and told me that they would send me a new machine. They still have my model in stock.

She also informed me that I would NOT have to pay for shipping because Amazon.com will take responsibility for sending me a defective item. I just need to send back the other machine (without cutting the cord) at my earliest convenience, again no shipping costs required.

I was much more satisfied with Amazon.com and their effort to customer satisfaction. So I will anxiously await my new working machine and continue making some fresh bread.