My working title for this post was…
All of My Appliances Were Black and Decker
You notice that title was past tense. I did have Black and Decker for every appliance. What changed?
Failure to communicate.
I chose Black and Decker appliances because they had a longer warranty than the other less expensive brands. I was always pleased with their price and reliability.
Then my mixer died. I got out the warranty and read the instructions. It told me to fill out a form online at Spectrum Home Appliances.
I received a reply right away wanting to confirm the date of purchase, model number off of the end of the plug, amount of purchase, a telephone number, where I purchased it, and if I still had the receipt. I replied with all of the requirements and threw the unit and box away. (I save the original box for the duration of the warranty, see here.)
The trash went out that night and imagine my shock when I got another email telling me to cut the end of the cord off and send it to them.
Nowhere in the warranty papers, on the box, or on the website, did it say I would need to mail in the cord. So, I’m just out the price of a mixer?
I am sending a copy of this post to them, and if I do not get a positive response, I will contact the Better Business Bureau.
I received a reply the next day.
Thank you for contacting Spectrum Home Appliances.
We did receive approval that we can release the replacement unit to you as a one time courtesy without requirements. Please allow 7-14 business days for delivery.
If we can be of any further assistance, please contact our Consumer Service Department at 1-800-231-9786. Our hours of operation are Monday thru Friday from 8:30 A.M. to 7:00 P.M.,EST. Alternatively, you may e-mail us at email@example.com, or go to http://www.prodprotect.com and fill out a contact form. A representative will be happy to assist you.
Consumer Support Team
Spectrum Home Appliances
A division of Spectrum Brands, Inc.
Well, they redeemed themselves!
Through this experience I learned to hang on to the broken appliance until the warranty is honored and a replacement arrives. Yes, I keep all warranties, you can see my filing system here.