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Post by soupandstew on Jan 14, 2017 20:09:11 GMT -5
I can't find the other thread I started so here we go. January 1 bought 13 cup Cuisinart with dicing and spiralizer ability from W-S. It's one of those "exclusive to W-S" items. Sat in box until Jan. 6 when I finally had time to unpack and wash before use. Dropped feed tube assembly in sink so it shattered. Called Cuisinart to order replacement part. Person said they would call in 3 biz days with part number and price. They didn't. Called again yesterday and person was clueless-said they didn't make a model like that. Called W-S who called Cuisinart and I got a voicemail telling me to call Cuisinart again. Called this a.m. and customer service person said no way, they don't make a model like that and any parts I need have to come from W-S. Called W-S and they said they could replace entire unit since it's been less than 30 days. My dilemma is that I will never, ever be able to get replacement parts for a $200 food processor. Cuisinart won't even let me register the warranty b/c they don't recognize the serial number. This is total bull because various suppliers make "exclusive" items like special colors of Le Creuset and I KNOW that Le Creuset honors their warranty on those items. My neighbor bought an exclusive color from Sur La Table and had zero problems when the finish failed. DH says just walk away, donate to charity and take the write-off. I really did want a food processor but definitely don't want Cuisinart any more and can't afford Breville. I am stunned at Cuisinart's response. I've had other products from them but never, ever again.
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Post by wallycat on Jan 14, 2017 22:35:05 GMT -5
W/S should offer you a full store credit or refund for the item since it has been 30 days. I thought their warranty was at least 90 days (the times when it was a lifetime warranty is over). If they hassle you, take the new item. Go to a different w/sonoma with your receipt and get a refund, if they want to be dickheads about it.
I swear the era of customer service is dead.
If you get a whole new unit, it isn't to say you would ever need any replacement parts. I've had a unit for 20 years that was fine.
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Post by beth on Jan 15, 2017 0:05:21 GMT -5
If Cuisinart won't recognize it for warranty purposes, I would take it back and get a refund and tell them the features aren't worth it until someone can straighten out the mess. Consider the shattered feed tube a fortuitous event. |
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cafelatte
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Post by cafelatte on Jan 15, 2017 8:55:15 GMT -5
You originally posted this under "Presents" greatfood.freeforums.net/thread/620/presentsWhat a terrible run-around you've been given. Take it back and get your money back and buy one elsewhere (like Costco if possible where they take everything back). If they won't refund it, get your credit card company on it. I love looking in WS but can't remember the last time I bought anything major there. They are overpriced for many of the same products and I know they changed their return policy years ago. BTW - I find that sending an email most times works better than calling since more people end up reading it. After all is over with, I'd send one email to both WS and Cuisinart with your complaint. Good Luck! |
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Post by traildoggie on Jan 18, 2017 16:26:24 GMT -5
do you think some rip off artists sold WS some cheaply made food processors and stuck the Cuisinart name on them? counterfeit product? I know customer service isn't what it used to be but that Cuisinart didn't even recognize the numbers is funny. the other thing I came across is Costco was selling a Cuisinart recently and the reviews on it were mostly not very good. things breaking right away, that kind of thing.
I'm in the market for a new food processor and have had good luck with Cuisinart but not sure now. I wanted a smaller one more in the 5-7cup range. anyone have any suggestions? |
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Post by cafelatte on Jan 20, 2017 9:50:34 GMT -5
do you think some rip off artists sold WS some cheaply made food processors and stuck the Cuisinart name on them? counterfeit product? I know customer service isn't what it used to be but that Cuisinart didn't even recognize the numbers is funny. the other thing I came across is Costco was selling a Cuisinart recently and the reviews on it were mostly not very good. things breaking right away, that kind of thing.
I'm in the market for a new food processor and have had good luck with Cuisinart but not sure now. I wanted a smaller one more in the 5-7cup range. anyone have any suggestions? I was in Costco yesterday and happended to look at the Cuisinart there. The quality was horrible compared to the one I bought years ago. I couldn't pick it up since all the parts were attached together on a platform, but just by moving it, it seemed very light. I know Cuisinart has many models, but I'm surprised Costco had one that seemed inferior.  Soupandstew - what did you end up doing with yours? |
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Post by soupandstew on Jan 20, 2017 16:29:32 GMT -5
do you think some rip off artists sold WS some cheaply made food processors and stuck the Cuisinart name on them? counterfeit product? I know customer service isn't what it used to be but that Cuisinart didn't even recognize the numbers is funny. the other thing I came across is Costco was selling a Cuisinart recently and the reviews on it were mostly not very good. things breaking right away, that kind of thing.
I'm in the market for a new food processor and have had good luck with Cuisinart but not sure now. I wanted a smaller one more in the 5-7cup range. anyone have any suggestions? I was in Costco yesterday and happended to look at the Cuisinart there. The quality was horrible compared to the one I bought years ago. I couldn't pick it up since all the parts were attached together on a platform, but just by moving it, it seemed very light. I know Cuisinart has many models, but I'm surprised Costco had one that seemed inferior. :( Soupandstew - what did you end up doing with yours? I'm taking it to W-S tomorrow. This week's street flooding and my schedule have prevented me getting there so far. I really don't want the thing at all but W-S won't give my $$ back, only replace the unit. We'll see when I get to the store tomorrow, and I'll update tomorrow night. Wish me luck! |
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Post by soupandstew on Jan 21, 2017 15:12:18 GMT -5
I took the beast back to W-S this a.m. and the store could not have been more helpful, offering me either a replacement or full refund. Because I know Cuisinart refuses to acknowledge their manufacture of this machine or their warranty responsibilities for it, I chose the refund. If I choose to buy another processor, it will NOT be a Cuisinart. My volume of use just doesn't justify the cost of a Breville or Kitchen Aid so I don't have many options.
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Post by Catbatty on Jan 21, 2017 22:15:58 GMT -5
That's good news!! Congrats! Thanks for letting us know. BTW: If you ever run across one, I would love to see a photo of The Beast.
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Post by traildoggie on Jan 21, 2017 23:27:52 GMT -5
congrats on getting your money back. I am in market for a new food processor right now. saw the one at Costco and read the reviews and decided against it. sounded like it was light weight junk that fell apart quickly. I don't know how you can judge things anymore if a product's brand name means nothing. Cuisinart should be ashamed. Not sure what I will buy.
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Post by cafelatte on Jan 22, 2017 8:47:26 GMT -5
Great news on your food processor return. I had a feeling that would be the case! I got an email that QVC has a 9 cup Kitchen Aid as the special today, for those who don't need a large one. $139.99, 5 easy payments, and easy returns www.qvc.com/content/featured/tsv.html |
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Post by soupandstew on Jan 22, 2017 18:09:32 GMT -5
That's good news!! Congrats! Thanks for letting us know. BTW: If you ever run across one, I would love to see a photo of The Beast. Here's a link to it on the W-S site. It really seemed like a nice one except for breaking so easily. I hope that the problem is just that Cuisinart has hired a ton of new and untrained phone staffers because of the blade recall, although I wonder about their product quality based on the various reports. It's sad because it takes a long time to build a solid reputation and about 2 seconds to lose it in the era of online reviews. I'm not sure I'll get another processor. I may just invest in a better mandoline and spiralizer. Since I don't bake and only cook for two, it's not often I need much in the way of slicing, dicing, or mixing. |
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Post by PattiA on Jan 23, 2017 8:18:13 GMT -5
So glad you were able to get a full refund.
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Post by swedishcook on Jan 23, 2017 21:30:09 GMT -5
Great news! The saga had a happy ending  |
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Post by soupandstew on Jan 24, 2017 18:49:54 GMT -5
Today I finally received an email from Cuisinart in response to my online plea 13 days ago. They actually told me a part number to order, despite their phone reps' protestations that I didn't have a real Cuisinart. Too bad I returned the machine to the store last Saturday after 20 days in customer service hell.
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Post by beth on Jan 24, 2017 23:40:56 GMT -5
I think you may have been onto something with the idea that they may have hired some new temps or brough people in from other areas to handle the blade recall issue, but thosse folks may not have been trained in other issues. They may have been looking up the new processor under the blade recall lists, which it wouldn't be on. That list was so long, they might have thought it was everything.....
Speaking of which, I wonder when that blade will show up.
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Post by wallycat on Jan 25, 2017 11:27:35 GMT -5
I got one of my blades, but not the second one...maybe I never will.
I also had horrible customer service when I called about their electric tea kettle. They told me it was faulty since the lid would not open. That I can return it from where I bought it and they would send me another...for a fee....never told me they cancelled the order. I had to phone and discover it. I sent them a strongly worded message, sent the item back and will look for a different kettle.
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Post by applecrisp1 on Jan 25, 2017 20:22:48 GMT -5
I got one of my blades, but not the second one...maybe I never will. I also had horrible customer service when I called about their electric tea kettle. They told me it was faulty since the lid would not open. That I can return it from where I bought it and they would send me another...for a fee....never told me they cancelled the order. I had to phone and discover it. I sent them a strongly worded message, sent the item back and will look for a different kettle. WC -- I'm with you on how frustrating bad customer service is. Did you receive an email that your replacement bill shipped? I haven't received mine, and it would be great if I get a heads up when it was on its way. Sometimes UPS etc delivers right to my apartment door, but some drivers leave it in the mail room and it is often a sea of packages to go thru. Thx |
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