Wifey had a wonderful customer service experience today.
We got married a year ago / in fact our anniversary is this Sunday. One generous friend gifted us an awesome
Cuisinart air fryer & toaster oven. TBH I thought it was a silly thing to put on the registry given we had two air fryers (6 qt & 3 qt) but whatever. We use it daily & love it. Gifted the old ones to different friends who needed one.
Over the weekend, I was up in the rotation for dinner Saturday night. Set it to 350 preheat & went back to watching golf. A little while later she calmly observed from the dining room “I believe the air fryer just caught fire.”
Holy crap! It was surreal - there was a low level fire across the bottom front but contained within the unit. We don’t bake much and our flour is a bit hard to access (don’t ask - NYC apts lead to odd choices.) Finally I slowly opened the door. Initially guessed a grease fire, but quickly discerned the rubber gasket along the inside bottom had torn off. Most of the rubber flange had ripped off and fallen directly on to the heating coil. Anyway, quickly got it under control.
Total bummer. Not even a year. Over the past couple days we contemplated tweeting at them or writing an email. Tried unsuccessfully to order a replacement gasket.
Finally today she decided to call them. Found a customer service line, outline the problem, sent them a photo. No replacement gasket is available. However, they would be happy to replace it. No need to ship the old one - just cut the cord and email a picture showing of it (I guess disabling the unit would absolve them of liability after disposal, IDK
)
Anyway, I’m used to Amazon routinely replacing stuff. But this was a not insignificant item ($300) and they made it easy peasy. Have owned a lot of Cuisinart stuff over the years. Heard of others having issues but I’ve been lucky. Regardless, was super happy they resolved this very quickly in the best way possible.