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Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
My Keurig is 2 years old, but had HARDLY been used until recently b/c we had no room for it in our old apt.
Today it stopped working! Its no longer under warranty!
Im so pizzed b/c we got it as a shower present 2 years ago and only recently started to use it.
Would you call the company and see what they could do for you, or do I need to suck it up and buy a new one.
FYI-it heats up the water, but will not brew any coffee. Its been cleaned,and the needles are not clogged. I turned it off and on, and unplugged it. Then it went into Prime mode, and started pouring water out of the kcup section and the vent into the reservoir. Then it shuts off completely.
UPDATE 9/27/11
So yesterday I called the company and explained my issue. They told me a tech would call me back between 3-5. Nobody called yesterday, but they called today. The tech sounded like an older woman, who had me turn on the machine and attempt to brew. My machine is stuck in PRIME, and as soon as I hit brew, water pours out of the coffee part and vent in the reservoir. She didnt get what I was telling her, and finally offered to send me a new k-cup holder...THERE IS NOTHING WRONG WITH MY CURRENT KCUP HOLDER. I pushed the issue, and she told me I could purchase a new machine for $80.00 (100.00 off) SERIOUSLY! I asked her if there was someone else I could speak with, and she told me she WAS a supervisor...blah, blah, blah, but that she would have someone else give me a call another day this week. I asked her if this was someone above her, and she said no, just another supervisor. I then asked her if I could speak with somebody who had more authority, and she told me that they pretty much all have the authority to do anything, but that since thousands of customers have these machines etc, she was not able to just send me a new one since my current one is an older model.
Did I just get a dud tech and will hopefully have more luck with the one who calls me back? What else can I say so they will replace my machine? I did a search on here and it seems that they always replace them for anyone who has had a problem. Would you spend $80 on a new one? WHAT SHOULD I DO?
Update 9/28/11
Another supervisor calls (not one with more authority, just a different person at the same level as the 1st 1) me back to offer me the same deal, and has a bit of an attitude about it from the start. I explained my issues to her as well, and she tells me that it sounds like the machine needed to be descaled, and that mineral buildup probably caused all this damage. So I told her that I descaled the machine 2 months ago when I took it out of storage to use it, and that it worked FINE for the 2 months, and then just stopped. Also, my machine NEVER said to descale. She goes on to say that I should have been descaling it every 3-6 months even though it was not in use. Seriously...if this is even true, why doesnt it say this in the storage directions in the manual??? I questioned this, and she responded by telling me that they cant put every little detail in the manual! I asked to speak with her supervisor, and she told me it would pretty much be useless, so I threatened to start writing letters, and she said she will have one of her supervisors call me. It is now a matter of principle to me. Clearly I got a dud machine, and Keurig thinks I should spend 80.00 to replace it. No thank you!
Message edited 9/28/2011 5:19:38 PM.
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Posted 9/21/11 1:36 AM  |
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Long Island Weddings
Long Island's Largest Bridal Resource |
JavaJunkie
Someday, Somehow
Member since 6/05 5857 total posts
Name:
Lois
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Re: Need help-what to do about broken keurig
Call customer service, anyone I know who had a broken one got a replacement!
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| Posted 9/21/11 3:10 AM |
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OaksWife
Girls Rule!
Member since 1/11 1100 total posts
Name:
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Re: Need help-what to do about broken keurig
I would call customer service, it can't hurt. Even if they send you a coupon or a discount or something, it's better than just running out & buying another one without trying first! I've heard that their customer service is really good, so I'm sure they'll do something for you.
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| Posted 9/21/11 8:08 AM |
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LuckySV
LIF Adult
Member since 10/05 4675 total posts
Name:
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Re: Need help-what to do about broken keurig
Call customer service. Mine was 18 months old, used every day multiple times and they sent me a new one.
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| Posted 9/21/11 8:35 AM |
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canwhit
LIF Infant
Member since 12/10 79 total posts
Name:
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Re: Need help-what to do about broken keurig
When I bought mine from bed bath and beyond I was chatting with a guy there about the warranty. And one thing he said to me was if it breaks, even if it has been a couple of years, bring it back and they will exchange. So you can try that.
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| Posted 9/21/11 8:55 AM |
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jakesfamily
LIF Zygote
Member since 11/10 36 total posts
Name:
Kimberly
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Re: Need help-what to do about broken keurig
DH called customer service and they replaced ours. DH told them how much he loves it (he REALLY does) and had been recommending it to friends, but was disappointed that it broke so quickly.
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| Posted 9/21/11 8:40 PM |
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MamaLeen
:)
Member since 10/09 4594 total posts
Name:
E
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Re: Need help-what to do about broken keurig
Call them! They are awesome and will most likely replace it.
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| Posted 9/21/11 10:00 PM |
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
Bump for update
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| Posted 9/27/11 9:57 PM |
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KNic19
Baby's First Christmas
Member since 7/09 3541 total posts
Name:
Kim
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
That is crazy that they weren't helpful...hopefully the next one will be. She sounds like a dud tech. I've never heard someone complain about their customer service! My MIL got a new one with much less of a problem then yours had!
But if $80 is the best offer you can get, I would so take it. I LOVE my Keurig. It has made me into a coffee person (not sure if that is good or bad, but I'll take it either way  ).
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| Posted 9/27/11 10:24 PM |
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Ladybug63
Ohh... baby
Member since 5/06 2527 total posts
Name:
D
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
Where did you buy it?
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| Posted 9/28/11 12:03 AM |
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
Posted by Ladybug63
Where did you buy it?
It was a gift for my bridal shower from my MIL. It was not on my registry, but DH wanted one so she bought it for us. I registered at Macys and I believe that is where she got it.
I heard BBB takes them back, but I do not know if thats true. Plus its been 2 years and I no longer have the box...actually JUST got rid of it! :/
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| Posted 9/28/11 12:11 AM |
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MrsG823
Just call me Mommy.
Member since 1/11 5570 total posts
Name:
S
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
I would wait to talk to another person later in the week but $100 off a replacement is a good deal on a two year old machine.
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| Posted 9/28/11 12:14 AM |
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
Posted by MrsG823
I would wait to talk to another person later in the week but $100 off a replacement is a good deal on a two year old machine.
At first I thought this! But the more I think about it, the more I think this is NOT a good deal.
The machine was honestly HARDLY used until 2 months ago, and coffee machines are supposed to be used daily. Why would I spend $80.00 on a product that could stop working again after 2 months of steady use.
I googled and Im not the only one who has had problems with this model. And I will be sure to go write negative reviews on EVERY website if the problem is not resolved.
If I would have used the machine regularly after I got and it broke, they would replace it, but since I did not use it until now, they cant replace it. I understand retail and company policy, but Im pretty sure we will NOT be getting another Keurig unless they replace this machine for free.
My parents have had their regular old coffee maker for like 10 years and it still works! Keurig should really make a more quality product IMO!
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| Posted 9/28/11 12:24 AM |
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LightUpOurLife
Totally in love
Member since 8/06 12785 total posts
Name:
Bonnie-Jean
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Re: Need help-what to do about broken keurig *UPDATE*Im so mad!
I would return it to Bed Bath and Beyond. They take them back all the time because they are know to just go kaput. 
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| Posted 9/28/11 7:26 AM |
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
Posted by LightUpOurLife
I would return it to Bed Bath and Beyond. They take them back all the time because they are know to just go kaput.
Could this really work?? I have no box and I dont think it even originally came from BBB, but I will try if I continue to get nowhere with Keurig.
ALSO, bump for new update.
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| Posted 9/28/11 5:23 PM |
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tink23
Step by step....
Member since 6/11 1061 total posts
Name:
Lori
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
Wow, seems like they're really giving you the run-around. Personally, I would call again and ask to speak to a supervisor and tell them you burned your hand because the water came flying out of the dispenser part.
Sounds like they are usually good about giving replacements, so you should get one too, especially because you only used it for two months!
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| Posted 9/28/11 5:51 PM |
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Serendipity
Summer!
Member since 4/07 7631 total posts
Name:
PrayingWishingHopingALOT
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
I am surpised they didnt replace it. They sent me a brand new one free of charge when mine broke.
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| Posted 9/28/11 7:42 PM |
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klingklang77
kraftwerk!
Member since 7/06 11489 total posts
Name:
Völlig losgelöst
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
I don't know, maybe I'm the only one. I know nothing about Keurigs, but the warranty period is up and I'd just say oh well and accept the $100 off.
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| Posted 9/28/11 7:49 PM |
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Missy
LIF Adult
Member since 5/05 1038 total posts
Name:
missy
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
I got a free one too. I told them hot water was spitting out of it.
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| Posted 9/28/11 7:53 PM |
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
have a different family member lodge the complaint and see if you get a new response...
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| Posted 9/28/11 8:15 PM |
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
Posted by klingklang77
I don't know, maybe I'm the only one. I know nothing about Keurigs, but the warranty period is up and I'd just say oh well and accept the $100 off.
At first I thought this, but after googling and posting on here, it seems they have a lot of problems and everyone else has had them replaced for free.
Also, if this is the type of quality keurig puts out, I'm not spending another dime! If they don't replace it, I will be buying a different brand coffee maker. It's principle, coffee makers should last longer than 2 years even with steady use, mine has hardly been used, kwim?
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| Posted 9/28/11 9:04 PM |
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schmora15
LIF Adult
Member since 9/08 2476 total posts
Name:
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
I can't believe she told you you need to descale even if the machine wasnt used Sorry it's turning into such a headache.
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| Posted 9/29/11 6:17 AM |
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Peainapod
Peanuts are here!
Member since 1/09 13591 total posts
Name:
Diana
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
Im really surprised by all this b/c they are know for their customer service.
go to their FB page and complain..see what the does.
and i hear BBBeyond are great at taking those back no matter how old they are.
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| Posted 9/29/11 7:08 AM |
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jakesfamily
LIF Zygote
Member since 11/10 36 total posts
Name:
Kimberly
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
She goes on to say that I should have been descaling it every 3-6 months even though it was not in use. Seriously...if this is even true, why doesnt it say this in the storage directions in the manual??? I questioned this, and she responded by telling me that they cant put every little detail in the manual!
Seriously? So they're telling you that their machine will slowly 'decompose' while sitting on a shelf somewhere without ever being used? That's crazy! I am aggravated for you!
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| Posted 9/29/11 8:01 AM |
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ItsTime2011
Meh...
Member since 1/11 2148 total posts
Name:
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Re: Need help-what to do about broken keurig *UPDATE # 2* The Saga continues
That whole "De-Scale" even when not in use thing is B/S. You descale because of build up caused by water in the machine. If there is no water in the machine there is no need to descale. These machines sit on the shelf for months at the store before purchased and no one descales them because they don't come in contact with WATER. What an azzhat!
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| Posted 9/29/11 8:13 AM |
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