SUNBEAM POOR CUSTOMER SERVICE, POOR PRODUCT, DON'T BELIEVE THEIR 2 YR REPLACEMENT GUARANTEE!

Category: User experience of Sunbeam Small Kitchen Appliances

Posted by: 30-Sep

I bought a Water Filter/Chiller unit 10mths ago which broke down within 6 mths. I rang their customer services and the 1st time they didn't even check the model, straight away told me to get a new replacement from where I bought it. I went to the outlet just to find out that model has stopped producing since months ago. There is no replacement they could give me. I went home and rang Sunbeam customer services again and spoke to Catherine, she was rude and kept cutting me off, jamming in while I was talking and then accused me of shouting to her! She told me that model doesn't exist anymore so I can either get a refund to buy a new unit or wait 6-12mths for a new model to come out! Since I bought the unit originally while it was on sale for $99, I would be disadvantaged to take back $99 and spend an extra $100 to buy a new model. But if I wait and they kept delaying the release date of the new model, who knows what would happen if it releases AFTER my 2 yr replacement guarantee expired!! I was very upset and Catherine suggest to escalate this to her manager Morris Naguit who has no intention to return my call.

They have absolutely no intention to make their customers happy and fulfill their 2 YR REPLACEMENT GUARANTEE, this is just a bait to get you to upgrade to a better model! This is totally their responsibility to find something equivalent or better to replace the faulty unit for the customer. It is ridiculous to ask a customer to hold onto the faulty unit and wait 6-12mths for a replacement!

I waited 2 days, heard nothing back and had to ring them the 3rd time. Spoke to Debbie in customer services and this time she tells me another story! She also sounded a bit rude and impatient. She said her manager Morris is not going to return my call until a few weeks time because he is "so busy". And the new equivalent model of that water filter/chiller will be released in the next 1-2 mths so it is not long to wait. When I ask if they could give me a call after the release just to let me know it is available, she claimed that she cannot guarantee she would remember! How hard is it to put a note in their system or set a reminder in her work diary? Obviously she is not being very helpful.

Now I shall wait and see if there will be a new model for replacement in 2mths time. Otherwise I will escalate this to the Fair Trading.