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Krups Krap!
I am a consumer activist.
The Krups coffee maker was purchased in 2006.
I received it as a gift.
It worked for a year.
And then:
The coffee maker steamed and hissed and dripped all over the counter. It's condition became critical! On December 4, 2007 it was unpluged and set aside. Offically retired forever. Krups small appliances will never be allowed through my door again.
The $100.00 coffee maker is a: Krups XP1500 Combination Espresso and Coffee Machine.
I plan on beginning the process of complaining to Krups Company about the worst coffee maker I ever had.
My demand will be a refund, 100%.
January 28, 2008
I mailed the following letter to "KRUPS":
Addressed to:
Krups
196 Boston Avenue
Medford, MA 02155
Attn: CEO of Krups
Dear Mr. CEO of Krups Corporation:
I received a gift on December 25, 2006. The gift is a XP1500 Combination 10 cup coffee and 4 cup expresso machine.
Over the course of the year, the coffeee/espresso machine started to wear out. The coffee maker steamed and hissed and dripped all over the kitchen counter.
It's condition became critical!
Finally, on December 4, 2007 the coffee/expresso machine completely broke down!!!
I want a full refund of over $100.00(the cost of the machine).
Thank-you,
Eileen
FEBRUARY 11, 2008
This is an update of my progress. As of date, I have not heard a word from Krups Company. I will go directly to their website: www.krups.com and send an e-mail to Krups customer service.
Wish me luck!
Still Feb. 11, 2008
I'm back to report my progress.
I went to the Krups website and e-mailed "Customer Service".
Here is the e-mail:
Product: Krups
Subject: xp1500 combination 10cup coffee and 4 cup espresso machine
Question: I wrote a letter concerning the coffee machine described in the "Subject" area. No one has responded. It was addressed to CEO of Krups.
The letter was mailed to Krups, 196 Boston Ave., Medford, MA 02155 on Jan. 25, 2008.
I have a defective dangerous product and I want a full refund. I do not have the receipt because it was a gift. I received it as a Christmas present 2006.
Sincerely,
Eileen Terris
In addition,
I called Krups consumer contact toll free # 1-866-832-7690
The first time I held on for a person to talk to me it was a wait of 10 minutes. I listened to "let's spend the night together, now I need you more than ever" and "Saturday in the park, I think it was the 4th of July, People laughing..." and several interruptions, with a recorded nice lady voice advising that they apologize for the delay.
Suddenly, one RING!
Then dead silence.
I wait.
I say, "HELLO".
Still dead air.
So I hung-up and re-dialed to be placed on hold again with Oldies music .
Finally, I get a man his name is: Judd (no last name is provided, even when I ask for it).
Anyhow, he ask me my name and serial number of product and name of product.
Nothing was resolved.
I need a receipt.
Even though he could tell from the serial number it was manufactured in 2005. He advised the warrenty was for a year and a half and therefore, still under warrenty.
The warrenty is not to get a full refund, it's for repair or possibly replacement.
I do not want this product. It is defected. I told him (Judd) in no uncertain terms!
Anyhow, I provided my e-mail address and I should get something in writing.
I explained he was not helping me. I need a supervisor. I will get a call back in 4 to 6 business days I am told.
If I get a receipt. I should provide them with the receipt and where the coffee maker was purchased. That action will generate a letter from Krups and I was directed that I am responsible to box up and pay the postage for the coffee maker to be returned to them for repair or replacement.
The end for today. I will update as I progress in my consumer activist role with this dangerous defective coffee machine.
Feb. 18, 2008
Monday Morning.
I will call the 800 number for Krups Co. and advise I do not have a receipt (the coffee maker was a gift)and also do not have the name of the store where it was purchased.
I'm back.
I called Krups Co. and this time I did not talk to a real person. I listened to the automated system and was advised of service centers in my area.
I also have a broken down Sunbeam toaster and the same service center repairs toasters by Sunbeam.
So now I have two appliances in need of repair.
I do not want to contribute to the land fill with these small appliances. This year I'm really thinking GREEN. I truly am concerned about the environment. So maybe I can do my part?
I have decided to find a map on the computer and mapped out the location of the service center to take my coffee maker and toaster in for repairs.
That's it for now. More updates when I have them.
February 19, 2008
Yesterday I located a small repair service center that was recommended by Krups Co., so I went with Krups Coffee Maker & Sunbeam Toaster. The people at Sunbeam also recommended this as one of the repair shops in my area.
Joe was behind the counter at the repair shop. He charged me $24.50 to do an estimate of repairs and he will call me in about four days. He also advised, that the coffee maker is no longer under warrenty (he also ask me if I had the receipt....I do not). Joe agreed that from the information on the serial number; it was manufactured in 2005. The warrenty was for one year, therefore the coffee maker is not under warrenty.
But, the expectation is that this coffee maker would last a lot longer than one year. After all, the coffee maker is suppost to be the "cream of the crop"...the price tag isn't too shabby either.
Anyhow, the second order of business was the Sunbeam Toaster. Joe advised that it is a cheap toaster. I agreed, I bought it.
In addition, the toaster was made as a "disposable toaster". I was shocked! The toaster is not repairable.
Joe was really nice. He offered to add it to his pile of small appliances that need to go to be recycled.
I appreciate him taking the responsibility of recycling my toaster (the toaster was not old either; probably only a year old!).
So now it is wait and see. More update later.
February 22, 2008
I received a phone call from the small appliance repair shop, it was Joe advising me of the repair that is needed.
When I dropped the coffee maker off at his shop I was required to pay $24.50 for an estimate of repairs. So I did.
The coffee pot is repairable (some type of filament)needs to be replaced.
The total cost will be $76.05.
Therefore, an additional $51.55 is needed in order to go ahead and have my coffee maker repaired.
I called Krups Company at 1-866-832-7690 on Feb. 22, 2008 and the office was "closed due to weather conditions".
I will call on Monday morning (Feb.25th)to advise of the cost of repairs and ask for Krups Co. to pay for the total cost of repairs = $76.05.
Then I will report back to this website.
February 25, 2008 Monday morning 7:12 am, I called The "Customer Service Division" of Krups Co. at 1-866-832-7690.
I was on hold with The "Oldies Radio" "spinning all the hits from 1960's and the 1970's.
Here's the line-up:
"pour a little sugar on me", "honey,honey...sugar,sugar..."
The radio streaming over the phone as I'm on hold at 7:12 am.
And then...
"Thank-you for holding...Blah, Blah, Blah..."
An advertisement...
"Thank-you for holding..."
Blah
Blah
Blah..
more ads, "...liquidation of jewelry..." blah, blah, blah...
"thank-you for holding we do apologize for the delay..."
blah
advertisement: ...."laptop..."
IM STILL WAITING ON HOLD!!!
Blah "appreciate your patients"
Ad:, and more ads selling mattresses "Beauty Rest"
More "thank-you for holding"...
Like I've got a _ _ _ _ _ _ _ choice?
"Nasal Congestion" "Get Advil"
"income tax" ad
More "thank-you for holding"
blah, blah, blah..still advertising...
"Oldies 103..."
"thank-you...trying to get to your call as quick as possible"
Ad: "bone & joint care/ Got Arthritus?"
Again the recording of Apology Lady!
Music "any love is good love-in..."
REAL PERSON!!!!! IT'S ALEX!!!!
Alex is female.
hold again :(
Music: "ain't no river wide enough" "Oh baby" "if every you need a help-in hand" "ain't no valley low enough..."
More tunes
"How long, has this been going on?"
Blah
Blah...
chorus
IT IS NOW 7:30 A.M.!
I've been on the phone for over fifteen minutes.
Talked to Alex again, and she understands my coffee maker complaint.
On hold again
Advertisement: "stop the collection calls..."
More Oldies.
Ad: "home owners without perfect credit scores..."
Time on hold...
It is now 7:40 A.M.
"greatest hits of the 1960's and 1970's"
"pretty woman walking down the street..."
"mercy"
"pretty woman, I couldn't help but see..."
Danced to the whole song of Pretty Woman while on hold.
"Baby, my world around you" ""I can let you go..."
Alex is back.
I ask for last name.
She stated,"She is the only Alex there".
Supervisor can not speak to me.
"Supervior will call me back in four to six business days".
Good-bye.
(SO NOW I WAIT FOUR TO SIX BUSINESS DAYS, I WANT KRUPS TO PAY FOR THE REPAIRS TO MY COFFEE MAKER.
Note: I will call Joe at the repair shop. I will ask him if this coffee maker is defective from the factory and I will tell him I need to wait four to six business days for the supervisor at Krups Co. to get back to me.
The end for now, until the next entry.
CONCLUSION
First order of business, I never received a call from a supervisor in four to six business days or an e-mail(per Judd's communication; Judd you remember was the first customer service representative I spoke with).
I called Joe at the repair center. Joe was nice enough to fax the Krups Co. concerning authorization to repair.
No authorization was granted.
Supervisor Nelio said,"No".
The reason being; I do not have the receipt for the coffee maker.
In addition, the machine was manufactured in 2005 (don't worry about the fact that it was still in the factory in 2005 in Mexico or China and all points in between before I received it in Dec. 2006).
I called Joe and oked the repair. I will pay to repair it. I will go pick it up once the repairs are made, the repair shop is about 45 minutes away.
The End.
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Copyright © 2008 Eileen Terris. All Rights Reserved