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Cuisinart - Lack of Customer Service Communications

Cuisinart 5-in-1 Gourmet Griddle, Model GR-4NFR - Complaint
Review by dquiel on 2013-03-25
Rating: StarStarEmpty StarEmpty StarEmpty Star
PHOENIX, ARIZONA -- I received the product on Feb 20, 2013. On February 23rd, I gave it a try and preheated the grill for 5 minutes at 325 degrees. During that time, I heard multiple snap, crackle, pop sounds but thought that was normal for a new appliance. I began to smell plastic burning and immediately turned it off. After it had cooled, I lifted the lid and the upper plate and both upper plate release buttons fell off and had melted. (This was a refurbished appliance with a 90 day warrant.)

I called the 800 number, received a Warranty Service Number, paid for shipping to the Glendale, AZ service center (which was only 4 miles from my house, but was informed I could not bring it in) and also included a check for an additional $10 for return shipping.

I talked with Jessica on 2/25, Jason on 3/11 and Angela on 3/15,to get a status. They told me to keep calling, since they did not have a method to send me a status by email. They finally informed me that they were replacing the product and had shipped me another after waiting a month. I had repeatedly stated that they had the WRONG address in their computer, and each individual had verified that the address had been corrected.

I received an email notification from UPS on 3/21 that they shipped the new product to the WRONG address.

(They continued to state the wrong address with each phone call, couldn't spell ‘Phoenix’ properly even though it was shipped from Glendale, AZ, and my name is David, not Dave. All documentation that was sent to Glendale along with the product had the correct name and address, so why couldn't they get it right? It seems to me that paying for shipping to the customer service location, plus $10.00, should give me some courtesy and respect.) I sent an email to customerservice@cuisinart.com to please resolve the address issue immediately. It is now 3/25/2013 and I still haven't received an email response!!

I am giving up talking to deaf ears on the phone that say they have corrected the address and doubt that I will ever purchase another Cuisinart product because of the lack of customer service communications.
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