A Better Way

This product was reportedly purchased through [redacted]. Hamilton Beach advised the consumer that we cannot provide a refund since the product was not purchased through us..  Hamilton Beach did, however, offer to replace the product with a comparable one. Consumer declined our offer and said he...

would contact Revdex.com. As far as a shipping fee, Hamilton Beach's warranty states that the consumer is responsible for all costs associated with returning the product to us and our returning a product or component under this warranty to the consumer. At this time, we see no reason to change our policy.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A warranty policy requiring a consumer to pay for repairs or shipping is acceptable if the company is confident in the quality of their product. Multiple defects in a product should indicate a quality issue and a consumer should not be penalized for seeking repair or replacement in good faith. Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

If consumer still has her hand mixer, we will send her a prepaid shipping label to return the unit for analysis. We will then send a replacement of a different model. Please let me know if consumer is in agreement.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company is essentially invaliding my claim and calling me a liar. I informed them I was burned by the cord and the ensuing flame, however they deny that there was any electronic malfunction, which is completely untrue. The company is holding my merchandise and, to add insult to injury, will not guarantee their own product nor will they make an exception given the circumstances and provide a replacement toaster free of charge. As I am a journalist, I will make sure to spread the word about how unethical the company is to my extensive network of contacts if they don't make this right.
Regards,
[redacted]

Consumer reported this incident to HBB on 5.24.16, via email. HBB responded to this email requesting additional information, including contact information. HBB did not get a response. Now that we have his mailing address, we will send a prepaid shipping label to return the unit for analysis. After...

examination of this unit, we will be in a better position to discuss consumer's complaint.

On 10.6.17, consume was advised that the requested replacement was not in stock. HBB then suggested consumer choose another model as a replacement. HBB is willing to work with consumer regarding a replacement. However, the model consumer currently requests is not available.

Per the warranty stated in the use and care manual that accompanied the rice cooker, consumer is responsible for all costs of returning the unit.  We see no reason to change our policy at this time.

Revdex.com:
I have reviewed...

the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] ok we will see if after [redacted] cancelling their contract do they change their policy. I will contact [redacted] and make sure Hamilton brand is taken off the shelves. rep from Hamilton will be responsible now for all the business they will lose. He will have to do an explanation and possible he loses his job. I sure hope so. 
Regards,
[redacted]

Thank you for the tracking number. We confirmed receipt of your unit. A replacement was issued 4/13/16, via UPS. UPS tracking [redacted]

We ask that the consume please provide the model number of the microwave. Most microwave inquiries are handled by [redacted] is the trademark licensee for the Hamilton Beach brand and has the right and responsibility to set its warranty return policy.  [redacted] warranty policy...

requires the consumer to provide (a) proof of purchase, which establishes the price to be refunded, and (b) the original plastic information label on the back of the microwave, which establishes no other refund has been allowed for the microwave. [redacted] will provide a refund of **% of the average retail price for a microwave if the claimant presents the original plastic information label that also shows the claim is made within 18 months of the manufacture date of the microwave.  Objections to [redacted] warranty return policy need to be directed to [redacted]."

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company has finally contacted me wanting proof of the spontaneous microwave fire. I will provide them any and all information to correct the dangerous defect that is obviously within their microwave.I still believe that a full refund of my purchase is required.  The problem being that I do not have the original receipt nor does the store ([redacted]) keep their records more than a month.  However, the microwave is still available and I would be happy to provided a photo of the retail price or even purchase again to submit a new receipt. Unfortunately, I was told only the original receipt would do.  Granted, Hamilton Beach offered to refund half of the purchase price which they can calculate in house; so my question is Why can they not refund the entire price when this is completely a product defect case?They claim that they are bound by warranty protocol.  However I believe an unexpained spontaneous fire within their product that could have burnt my son's dorm room down is warranted a full refund and some investigation into the matter.
Regards,[redacted]