by JPDyson » Thu Mar 31, 2011 7:21 am
Just had a not-too-terrible experience with Hearthware CS. I noticed that my iRoast 2 (ordered 2/27) had developed a chip about the size of an almond in the plastic below the handle. I never dropped it or banged it around - I keep it in the box when it's not in use, on top of a cabinet we rarely visit (in other words, we didn't whack it - it just cracked under normal use). I emailed SM about it, and they pointed me to Hearthware CS (who I emailed on 3/28). After asking for a little more info (serial number, shipping address, etc) they agreed it was covered under warranty and that they would send out a replacement if I'd just pay shipping. Wait, what? Pay shipping? I'll be having none of that. I made a very polite inquiry as to the nature of their policy on this, and what justification they could offer for charging shipping for fixing their manufacturing defect, and they pretty much copied and pasted the policy - after 30 days but before 1 year, parts are covered, customer pays shipping.
Let's pause for a moment to let the math sink in. Remember, February's that funky 28-day month. We were within the 30 day window! I suppose I can forgive the error, considering "a month" means 30 days to most folks, but even if it were a normal month, at worst just past 30 days. I ain't payin. I pointed this out (far less sarcastically than I just did here) and after "checking with management" she agreed to send the part gratis. That was (checks...) Tuesday, and she said she could provide a tracking number to me if I checked back Friday. I'll let y'all know how this shakes out.
