Normally, I do customer rants on this blog. And as Craig would tell you, I do a rant like no other. But today, I'm going to do a rave . . .
Over Thanksgiving weekend, I opened up the door under the kitchen sink to find a large puddle of water. After feeling the various pipes, I determined there was a leak in our instant hot water tank. My husband unplugged the unit and looked online to see what the issue could be. Well, everyone's Insinkerator hot water tank leaks. However, he found this review on a fix-it-yourself website:
And it remains in our office, one month later! More pressing issues have gotten in the way, like snow removal, work, and more snow removal. Last weekend, it was the toilet that hasn't stopped running since the day we moved in. Living the American dream, aren't we?
Now I'm not so sure I should be raving about a company that knows they have a defective product under the sink of unsuspecting consumers, but if you're going to send us a $250 appliance free of charge that we never even purchased in the first place, I'm going to be just a little bit happy about it.
I will admit that an instant hot water dispenser is a luxury item. It isn't something I'd ever add to my kitchen, but it was here when we bought the house, and darn it, I like it! Maybe I'll have instant hot water again by summer. A girl can dream!
Over Thanksgiving weekend, I opened up the door under the kitchen sink to find a large puddle of water. After feeling the various pipes, I determined there was a leak in our instant hot water tank. My husband unplugged the unit and looked online to see what the issue could be. Well, everyone's Insinkerator hot water tank leaks. However, he found this review on a fix-it-yourself website:
Since there’s an 800 number listed on the front of the InSinkErator SST tank, I called it and was connected to a cheery Filipina voice. But after reading my serial number to her, she informed me of the bad news: the serial number reveals that my unit was built in 2008, and my three year warranty ran out two years ago.
But that’s when her heavy accent delivered these magic words: “InSinkErator is proud of their product quality and customer service, so I would be happy to send you a new tank, free of charge. The new tank will have a 90-day warranty, and you will be responsible for installing it yourself.”
Our system was also a 2008, so Husband thought he'd give it a try . . . and guess what? He had the identical experience as above. Within three days of the call, we had this sitting in our office:And it remains in our office, one month later! More pressing issues have gotten in the way, like snow removal, work, and more snow removal. Last weekend, it was the toilet that hasn't stopped running since the day we moved in. Living the American dream, aren't we?
Now I'm not so sure I should be raving about a company that knows they have a defective product under the sink of unsuspecting consumers, but if you're going to send us a $250 appliance free of charge that we never even purchased in the first place, I'm going to be just a little bit happy about it.
I will admit that an instant hot water dispenser is a luxury item. It isn't something I'd ever add to my kitchen, but it was here when we bought the house, and darn it, I like it! Maybe I'll have instant hot water again by summer. A girl can dream!
Hey if it works why not right? And who doesnt like free? Now the issue will be installing. I look forward to that blog post as I am sure it will be fun to read ;)
ReplyDeleteI'm hoping to not be home on the day an installation is attempted!
DeleteThat is REMARKABLE customer service! I wish other companies stood behind that products like that.
ReplyDeleteRather shocking, right? They barely asked any questions!
Delete"Within three days of the call, we had this sitting in our office"
ReplyDelete*clapping*
That is AWESOME!!!!!!!
Like you, I've ranted over poor customer service on my blog. But I've also raved as well. I've also taken the time to call companies when I've received great customer service, just to let them know that I appreciated it because it's rare.
I remember you talking about that in your blog. I have been trying to be more complimentary when I'm happy about good service. It may be the only kind word some people hear all day.
DeleteThat is a good that it worked out this way. Honestly, I've never heard of an instant hot water dispenser, but it does sound kinda of cool! I do hope it gets put in to perhaps enjoy with the cold days I imagine you are having!
ReplyDeletebetty
It's awesome if you want a cup of tea. I mostly use it when I want to boil water because it cuts the time in more than half. I also like it when I want to soak something in really hot water.
DeleteI worked at Brookstone during college, and at that time, we stood behind every product we sold with a lifetime guarantee. Sure enough, we'd have people bring in things they'd bought 5 years earlier, and replace them free of charge. Not sure if they do that anymore, but it always made me proud to work for a company that prided itself on both its product line and its customer service.
ReplyDeleteWow! I've never shopped there, but it am impressed by that level of customer service.
DeleteHey, my insinkerator instant hot water thingy is on the fritz and it was in stalled in 2008! I'm calling them tomorrow. Seriously.
ReplyDeleteAre you kidding? Let me know what happens!!!
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DeleteOops, that was me logged into another account.
DeleteThat didn't work AT ALL for me. She told me I could buy a new one or pay to have it fixed. So no rave review from me!
Damn! I really thought you'd be getting a new one too!
DeleteAn instant hot water boiler under your sink? Never heard of that before. In the UK it's normal to get instant hot water from gas boilers (furnaces). But yes, an amazing example of customer service! If only all companies could be that accommodating instead of telling you they can't do this, can't do that, or they can do it but it'll cost an arm and a leg etc.
ReplyDeleteExtended warranties (that you are hounded to purchase) also annoy me . . .when I buy something, I expect it to last more than one year, but apparently, the company producing it doesn't!
DeleteIndesit were hounding me for months to take an extended warranty on our new washing machine. I've had two previous Indesit washing machines and they went on for years without needing a repair. Extended warranties are a huge money-making racket.
DeleteI totally agree, Nick.
DeleteThat is remarkable, but I'm with you - I wonder the least bit about a company that knows its product is defective, and whose answer to the defect is to give you another (ostensibly defective?) one. . .
ReplyDeleteWe just had some warranty work done on our new washing machine, purchased five months ago. The repair guy (who wasn't a direct employee of the manufacturer) told us that, unlike in bygone days, the extended warranty is usually a decent deal these days. Seems that cell phones have conditioned customers (and transitively, manufacturers) that, after a couple years, they want the newest whiz-bang version, even on washers, dryers and fridges; so, whereas you used to count on a fridge for 10-20 years, now, if you get 5, you count it good. . .
I remember in college, a professor talking about 'planned obsolescence' and how if they wanted, manufacturers had the technology to build appliances and other goods that last 50 years, but then they wouldn't make any money. And like you said, consumers no longer want products that last forever.
DeleteWe've also found that it is cheaper to replace most items, than pay for someone to fix it.
I'd be a bit happy too!
ReplyDeleteAnd I'd love an instant hot water dispenser, the electric kettle isn't the same!
I never realized how much I used it till it was no longer working.
Deletetake the good with the bad. we had an insinkerator disposal that went bad months after the warranty expired but they had no interest in assisting. in fact, i managed to get a lecture about the failure likely being due to faulty installation.
ReplyDeletesuch is life
These companies always like to blame the consumer!
Deletetrue that. she said that 'often' the leak I experienced was due to the force required to engage the locking ring. To which I replied 'then doesn't that indicate that the locking ring is not designed strong enough to survive installation?'. Well, it wasn't effective but I did have a pleasant if unfruitful conversation with her supervisor.
DeleteWow, Bijoux, good luck with that. I can barely screw in a light bulb, so installing an instant hot water tank would sink me for certain!
ReplyDeleteI have my doubts too on this one!
Delete