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241 of 262 people found the following review helpful
Broke after 7 months - also BAD customer service
on August 21, 2013
After 7 months, it just stopped working. So I emailed Hamilton Beach, here is the answer I got from them :
We are pleased to tell you that your product is still covered under the limited warranty. We will be happy to send you a replacement product. Under the terms of your limited warranty, you must first return the defective product to us and pay for the cost of sending the replacement product to you. However, because you are a valued customer we can help you save some money. Instead of returning the full product, please unplug your appliance, cut off the plug, and send a picture of the disabled unit to (email address provided). Please be sure to include your consumer number in the subject line as well as your name and address in the body of the email.
When we receive the picture of the disabled unit AND your payment of $10.99 to cover the cost of sending you a replacement product, we will ship the replacement directly to you. To pay for the shipping and handling charge, you will need to call our Consumer Affairs Department at (phone number provided) to put the shipping of $10.99 on a credit card. When calling, please be sure to reference your consumer number.
Once we receive your payment and picture of the disabled unit, you should expect your new appliance to arrive within 7-14 business days. We also ask that you keep your current appliance until your new one arrives.
Thank you again for contacting Hamilton Beach Brands, Inc. Please let us know if there is anything else we can do to assist you.
And here is the answer they got from me :
Dear Bad Customer Service,
I am very pleased to tell you that :
1 - for 10.99$, I can get myself a brand new electric kettle from another company
2 - doing that, I won't have to wait 7 to 14 business days and I'll have my new kettle immediately
3 - doing that, I might actually get a kettle that will last me a long time, and not 7 months which seems to be "normal" for your product since apparently you don't seem either surprised or sorry that you provided a product that stopped working after that time
4 - doing that, I will be giving my money to a company that might actually care about retaining its customers
I swear I will never, ever, buy another hamilton beach product again in my life.
PS : my new kettle will be delivered tomorrow, thank to amazon