Last August 2012 I purchased the Breville Smart Oven BOV800XL. This is their compact convection oven that is on every girl's bridal registry and cook's hit-list. Its a small oven with a convection feature - the oven takes up very little space on the counter and its bakes darn-near everything that will fit inside its ~12 x 12 oven. But those marvelous features are not the story here.
A few weeks back when I started my holiday (Thanksgiving) baking the oven went out. Just like that. No warning - just would not turn back on. As a very enthusiastic baker I pretty much lived-and-died (so to speak) by my oven. It toasted my gluten-free bread in the morning, it baked my hand-made croissant and cookies, and it toasted my tortillas for dinner - but it just stopped working.
As a technical project manager I am very well versed in research - I often have to research many elements of the project work that I do - so I researched my own little oven. I found out that there was "potentially" an issue with some of the smart ovens in my series. Some had a known defect and could potentially stop working. I started to think my oven might have fallen into that category.
I could go on and on here but let me get to the story; the day or so before Thanksgiving I sent Breville an email via their site. In that e-mail I let them know that my sweet little oven stopped working in a little more than one years time and I also attached a copy of my original receipt for the oven and sent it off. Now again, it was a day or so before the holiday so I had no expectation the organization would get back to me. But they did......(to my suprize!)
A Breville representative contacted me almost right away the following day. They asked for a few more bits of information and they answered all my questions (and trust me, I can ask a question or two) and guess what - THEY REPLACED MY FAVORITE OVEN! Now, personally I think my oven fell into the category of potentially having this pre-existing issue - that said - the company did right by me regardless and sent me a brand-new replacement. The customer service associate Matt Sutton was responsive, super nice, and shipped my oven out quickly. (The replacement oven shipped out once I put my now out-of-service oven in the mail with their own FEDEX label they sent to me and P.S. - I happened to have the original box and shipped it out that day -( I'm a little nerdy about those kind of things).
This was no random-act-of-kindness. This was a large corporation, Breville, doing right by their customer - this was a large corporation doing the right thing. It would have been very easy for Breville to say hey, your appliance is over one-year out of warranty, or hey we will send you a refurbished replacement or many other tales - but that did not happen. The company did what was right. So often organizations take the easy way out and do nothing or they make you as the consumer work for what is right - and this organization did not do that. They made the effort to do good by their customer and provided a brand new replacement.
Breville replacing that oven was the organization acknowledging the issue and fixing the situation (and it was the best holiday gift ever I might add!). I am grateful to Breville and the customer service associate who helped me, and I firmly and have always believed in going above-and-beyond and out-of-my-way in spreading-the-word when things go right. So often we hear about companies when they are not-so-great, but this is a story about a company doing really really great. Thank you Breville! I am very grateful for your help and when I am ready to buy my next appliance you can bet that I'll be looking to you for that purchase!
(Yay! I love my oven) ; )
Kindly,
Sandra Sanchez - your customer
2 comments:
Awwwww...cool story!
Seriously?? I love breville too. I have a juicer and it works good too
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