Last week I told you of the end of my steamy love affair with my six-month-old iron and said that I'd keep you updated with how Customer Service dealt with my problem...So here's the latest...I contacted the customer service department at Black and Decker online and told them that my six-month-old iron had completely stopped working (it was totally kaput!) and that I felt that they should replace it. They answered me the next day and asked for some info on the model number, where I bought it, etc and shortly after I emailed that info to them, they answered and said that I was eligible for a replacement iron. All I had to do was to send a copy of the receipt, cut off the end of the plug and send it (not the whole iron) back to them...AND they wanted me to send a check for $7.50 to pay for shipping the replacement iron to me. I immediately responded and said that I was happy to hear that I could get a replacement and was more than willing to send them the plug...however, I was not willing to pay for the shipping since it was not my fault that the iron needed to be replaced. If they didn't waive the shipping fee, I was going to take the $7.50 and put it toward the purchase of a new (non-Black and Decker) iron and that I was going to advise my friends not to buy a B&D iron either.
I was willing to wait until the end of the long holiday weekend for a reply, (although I'd put money on the fact that the place where customer service is located is not in a country that celebrates our Memorial Day...) and yesterday afternoon there was a message in my inbox saying that they would waive the $7.50 shipping fee. Yeah!
So, for now, I'll give Black and Decker a good grade for their service...but no promises about whether or not I'll give their product a good grade. That will have to wait until I use the replacement iron for a while. I'm hoping that the first one was just from a bad batch.
By the way, while I was waiting for this to be settled, I checked the reviews on Amazon for the iron and noticed that there were FOUR reviews about the same problem I had with the iron...all written AFTER I had bought mine late last year. When I had done my initial research, most of the reviews were positive.
I'll keep you posted....
Quilter Blogs & Store Search
Posts
7 comments:
Now that is wonderful customer service!
Anya, I've had trouble with B&D irons too, purchased at Wal-Mart. And other brands bought there also. I won't buy them any longer there. I think they sell seconds. I have another one I paid over $60 for at Dunham's, a T-fal, and that doesn't work right either. I have stopped using the steam on a cheap one I bought for my sewing room because it doesn't work right (I forget the brand of that one) and I use a spray bottle of water with it instead of steam. Works just fine that way but we shouldn't have to do this.
Diane
I have gone through numerous irons also and have not had a lot of luck with them. You have gotten good customer service and hope the replacement iron will work for you. I use to have much better luck with irons - say 20 years ago. I do not think irons are made as well now as they use to be and they want way too much money for the really good ones in my opinion.
Karen
http://karensquilting.com/blog/
Interesting. Glad to see that they waved the $7.50 and hope the new iron performs better for you. Thanks for the update.
I have a Sunbeam Steammaster than I bought ages ago (probably 7 or 8 years) and its done several headers on to the floor and still works. Love it.
I hope this iron treats you better Anya. I have a B&D too that I won't brag about.
very timely post as I am in the market for a new one. Still doing my research. Thanks
Post a Comment