A delightful surprise

[susandennis]

Monday morning I woke up to coffee all over the counter and floor. Ditto on Tuesday. I do love my coffee pot but this was not acceptable so I went to the West Bend website to see if I could find some info. They didn't have much. And I was bummed. I love this coffee pot. I wrote off an email and then ordered a new one.

Here's the note I sent yesterday.

Dear West Bend,
All of a sudden, after a year of faithful and wonderful service the carafe
on my 56860 drip coffee maker is over flowing every morning! I set it to
make the coffee at 6. I usually make 6 cups sometimes 8 never any more.
The past three mornings, I've woken up to coffee all over my counter. Most
is still in the pot but a lot is on the counter and the floor. What's going
on? I love this thing but if I have to replace it every year I might not be
loving it as much. Is there any hope?

Here's the answer that was in my in box this morning!!

Susan,
They tell me there is always hope. I was in the Lab. talking to the
engineers. They gave me several ideas, some of which I thought it might be,
but we always check with them when we have a new problem.
1. Have you recently changed coffee brands? They say sometimes it may be the
grind of the coffee.
2. Does the Basket Drip Stop work?
3. Is there springiness to the lever on the cover of the carafe?
It could be a combination of the last two. If the lever on the cover is not
working, the opening may not open fully and the coffee will not be able to
go into the carafe. The basket part, should also open and shut properly for
it to drip through. Is there anything plugging it? You have been using it
for awhile, so I know you are putting the carafe all the way into the
coffeemaker, so the basket and carafe cover line up.
Please check the basket and cover. Can you also tell me the four digit date
code on the bottom of the coffeemaker, and where and approximately when you
got this coffemaker? Also, please include your complete address and phone
number.
Thank you,

Anita,
Customer Service Representative.

How cool is that??

Plus, last night I did some fiddling and laid down a bed of towels and gave it another try with the lid set nearly 100% but not quite. Woke up this morning and NO COFFEE FLOOD! Between her note and my test, I think we're looking at a minor part replacement here!

Amazon has not shipped the order yet but, of course, will not let me cancel. I'll just refuse the thing when it gets here. And, meanwhile I have an interim fix. Color me very pleased and impressed.

Comments

[cbertsch.livejournal.com]

That's great customer service. I guess it shows that it's always worth trying. I'm inspired. I think I'll write the U.S. government and complain that the office of President is malfunctioning. . . :-)

I'll write the U.S. government and complain that the office of President is malfunctioning

[glaw2424.livejournal.com]

LOL, I had the same thought! :)

Re: I'll write the U.S. government and complain that the office of President is malfunctioning

[cbertsch.livejournal.com]

"I keep waking up to find the seeds of discontent scattered all over the kitchen floor. They just won't stay in the canister anymore."

[jimcarson.livejournal.com]

Wow, a personalized response and she has a sense of humor. :)

Amazon's probably got it in an intermediary status where it's on the conveyor to ship, it just hasn't been scanned yet.