Sad story of a food processor

[Deleted]

After many long months of research, I decided to buy a food processor.  Ultimately I decided on a Cuisinart model manufactured exclusively for Williams-Sonoma.  W-S was having a big year end sale thing so I got it New Year's Day.  The first of the year is crazy busy for me so it sat it the box until January 6 when I unpacked it, hunkered over the manual to figure out what 23 separate pieces are and do, and finally hand washed it prior to use.  Lo and behold, the pusher assembly (a 3-part thing) slipped out of my soapy hands and upon hitting my enameled cast iron sink, fractured.  

Okay, January 7 I call Cuisinart to order a replacement assembly.  I'm not trying to get it under warranty (even though I think it shouldn't break so easily!).  Service rep says someone will call me back within 3 biz days with part # and price so I can order. Of course, they didn't.  I called back and they say there is no such model.  No shit, because Cuisinart doesn't sell them directly to the public on their website-it's an exclusive product manufactured for W-S.  Jan. 13 called W-S who called Cuisinart who said to call them again.  Jan 14 I called Cuisinart again and got the service rep from hell who flat told me I was trying to scam them because there is no such machine and, if I bought one, it's a W-S product and not from Cuisinart.  Now I'm sitting here looking at a machine with a Cuisinart name on the front, a Cuisinart model and serial on the back and a friggin' instruction booklet.  

W-S says I can bring it back to them for replacement since I've had it less than 30 days but I really don't want it anymore because if anything else ever breaks I am screwed!  Stay tuned for updates b/c I will get it to W-S later this week if we don't flood, which is forecast 

[dannylion]

Sorry to hear you have become trapped in customer service purgatory.

This would be the point where I would craft one of my "more-sad-than-angry" letters to the CEOs of both Cuisinart and Williams Sonoma, explaining in tones of disappointment, maybe even dismay, the course of events to date.  The Cuisinart CS response was unacceptable all around, especially the one who accused you of trying to scam them.  (If I have the names of the people who have disappointed me, I always include them). I have nearly always had a good outcome when addressing an issue that CS could not resolve to the CEO of the company concerned. Of course, the CEO never reads the letter; he/she has minions on staff who do that.  But whatever obstacle was preventing resolution of my problem has nearly always been overcome by this method. I recommend it. The worst that can happen is that they cannot/will not resolve the problem, in which case you will not be any worse off than you are now. I expect, though, that something would be done to resolve the issue.

Decide what you want to happen, make sure you make that clear after you have explained your experience to date, and stay professional.

ETA: Companies today very helpfully publish the names and business addresses of their senior officers on their websites. Long ago when I first began using this method, I had to go to the library to look for that information in Ward's Business Directory or similar tome.

[Deleted]

Jan 15, 2017 18:21:46 GMT -5 dannylion said:

Sorry to hear you have become trapped in customer service purgatory.

This would be the point where I would craft one of my "more-sad-than-angry" letters to the CEOs of both Cuisinart and Williams Sonoma, explaining in tones of disappointment, maybe even dismay, the course of events to date.  The Cuisinart CS response was unacceptable all around, especially the one who accused you of trying to scam them.  (If I have the names of the people who have disappointed me, I always include them). I have nearly always had a good outcome when addressing an issue that CS could not resolve to the CEO of the company concerned. Of course, the CEO never reads the letter; he/she has minions on staff who do that.  But whatever obstacle was preventing resolution of my problem has nearly always been overcome by this method. I recommend it. The worst that can happen is that they cannot/will not resolve the problem, in which case you will not be any worse off than you are now. I expect, though, that something would be done to resolve the issue.

Decide what you want to happen, make sure you make that clear after you have explained your experience to date, and stay professional.

ETA: Companies today very helpfully publish the names and business addresses of their senior officers on their websites. Long ago when I first began using this method, I had to go to the library to look for that information in Ward's Business Directory or similar tome.

I agree that contacting the CEO can have terrific results.  I have only done that twice.  Once was for a Maytag dishwasher that was under an extended warranty with Circuit City.  They cancelled appointment after appointment after appointment.  When they came out, they claimed they couldn't find the leak.  It dripped rather than gushed.  Thanks to my complaint, they ended up replacing it although they didn't want to.  The repair guy who pulled it said it had a crack so it should have been replaced.  

The other time was with Directv.  Again, it involved cancelled appointment after cancelled appointment after cancelled appointment.  The president's assistant called me and gave me the upgrade for free and personally scheduled the appointment.  

I'd let W-S do a return and buy a different one, not from Cuisinart.  Most of the times it is easier not to fight if it is still within the return timeframe.

[CCL]

This is why I buy attachments for my Kitchenaid. My Ninja is handy, too.

[mamasita99]

I agree with the others, start a letter to the company, summarizing the situation and your poor service (with dates and names of contact if you have them).

I wouldn't want the same food processor, either, I probably wouldn't use something that was such a PITA. We have a Cuisinart processor that a friend gave us. She received it as a wedding gift the previous year and only used it once or twice. It has very few parts, and just one or two buttons that are part of the base so they don't detach. It's big and heavy.  I consider selling it sometimes, but maybe I should just hold onto it because knowing me, the fewer parts, the better.

[The Walk of the Penguin Mich]

W-S says I can bring it back to them for replacement since I've had it less than 30 days but I really don't want it anymore because if anything else ever breaks I am screwed! Stay tuned for updates b/c I will get it to W-S later this week if we don't flood, which is forecast


I'd just ask for a refund and buy a normal Cuisinart.  We have 2 of them, I have one that I got for Christmas back in 1988 or so that still works like a dream.  TD bought one in 2010.  If we get rid of one, I'd get rid of his newer one other than it has more accessories than mine does.  They're the same size.  

And for a bit of trivia, my MIL was asking where she could get a replacement top for her Cuisinart.  Her model was even older than mine!  Anyway, I turned it around to get the model number off of it and it turns out that her model was made by Robot Coupe!  Remarkably, getting parts for it was very easy.