Isn’t Life Strange?

I’m a fan of coffee. Having a fresh cup of tasty coffee is probably my most favorite simple pleasure in life.

That’s why I decided to invest in a Keurig coffee brewer about six months ago. Sure, it’s an expensive way to have coffee, but I will say that the coffee tastes very good and the no-mess nature of the machine makes it absolutely perfect for me.

I recently returned home from a two-week trip and was alarmed to find that my brewer wasn’t working properly. The first thought that entered my mind is that I spent a lot of money on junk that was not designed to last. The investment suddenly didn’t seem worth the cost. The brewer still *sort of* works, but it is clear that it is failing.

I thought perhaps the problem would go away if I descaled the thing, so I went through that process yesterday. Both vinegar and water flowed easily through the brewer. But as soon as I put a K-Cup (Keurig’s pre-filled dry coffee cups) into the device and pressed the brew button, the problem resurfaced.

So I called Keurig this morning and the best possible thing happened. I was very clear about the problem and answered a couple of questions the customer service agent asked me. Just minutes later, she was filling out an order to send me a brand new replacement for my defective unit. I didn’t have to produce a receipt - I assume they got the approximate purchase date from the serial number. In a couple of days I’ll be receiving my replacement brewer and sending them the old one.

All customer service should be like this. When a company stands behind its product, honors guarantees of performance, and makes the replacement process simple, we should not be surprised. But today I was.

I just wanted to give Keurig a pat on the back for their professional, courteous service today. I’m now an even bigger fan of their company and their products.