Behmor, Inc.

On 7-19-2013 I purchased a Brazen Coffee Brew System (serial number [redacted]) with a two year warranty. Just before the warranty expired the unit failed (probably a defective sensor or valve). Behmor sent a replacement (serial number [redacted]). Now, after less than two years this unit has failed for the same reasons. No mineralized water has been used in the unit; the failure has been mechanical. I have sent several e-mails to Behmor and a person named "Lara" has responded. I was told that the replacement unit did not carry a warranty but they would be willing to send me another replacement for $99. I would pay the shipping. The original cost was $199. I don't think that this is fair because in my experience these units last less than two years because of design flaws.Product_Or_Service: 7-19-2013Account_Number: [redacted] and [redacted]Desired SettlementI would like a refund of $199. As a second choice I would accept another unit. Business Response Behmor prides itself in not only its quality, but how we handle customer service. Our priority is to always act in our customer's best interests, and often go beyond what's required of us in doing so. In this case we made generous offers numerous times, including one directly from myself on 4/30/2016, asking [redacted] to verify whether he wished to accept or decline our offer of a discounted $99 Brazen Plus before posting the following reply. Since [redacted] verified that he declined that offer, it is hereby rescinded.As such, key facts need to be revisited:Key Warranty facts:1) Warranty coverage begins and ends based on original date of purchase.2) Warranty option at the discretion of Behmor is for replace and / or repair3) Coverage requires user return the product to Behmor/ Boyd's via prepaid shipping 4) All users are required to provide original proof of purchase for warranty service.5) Warranty option also exists to provide customer with necessary parts for in-home repair.According to [redacted], he purchased a Brazen in July of 2013 and as such, [redacted]'s warranty expired in July of 2015.[redacted] seeks to have warranty extended based on his assertion that a replacement restarts the warranty clock.Fact: No manufacturer or product service is extended past its warranty period which is based upon the original date of purchase even when a replacement versus repair is involved. It is still predicated on the warranty period to be from date of purchase. To expect anything else is to expect a warranty in perpetuity and creates an opening for abuse/ fraudulent acts. Such is potentially the case when a customer comes to us as the warranty is about to expire at 1 year, 11 months.Fact: For the benefit of customer, Behmor has the option to replace a unit versus repair, but that doesn't extend any warranty.Given the fact that [redacted]'s warranty had expired, Behmor was/is under no obligation to offer any services, nor are we under any obligation to refund, repair or replace. My office could have simply advised him he was outside his warranty period, yet we offered a new system at less than 50% discounted price. Our generous offers were instead met with a letter to the Revdex.com in an attempt to intimidate us into acquiescing to his demands. Not only are the demands and complaint disappointing given our efforts, they serve well to remind all reading this of the old adage, "no good deed goes unpunished." Our goal in making the offer was to not only save [redacted] time and money, but also provide him with superior service. To the point before us:[redacted] used the brewer(s) for approximately 1000 (ONE THOUSAND) days as such a refund request is un-realistic and candidly insulting after having used a brewer for close to 1000 days thus a non-starter.[redacted], per his request, wishes to be treated as if he were still under warranty despite being appx. 270 days past the purchase date expiration. Behmor will happily acquiesce to his demands, provided [redacted] acts in full accordance with all the applicable provisions of the warranty. Those provisions as noted earlier in part include, providing proof of the original purchase (original receipt), and returning the purported defective system via prepaid shipping to engineering offices in Portland for diagnostics by a 3rd party engineer. As per our warranty, Behmor replacement and/or repair of the existing unit are predicated on:1) Provide original receipt/ proof of purchase for issuance of an RMA.2) Provide serial number of the unit in question3) Return the brewer in question as per the warranty for diagnostics, replace and/or repair to offices in Portland. *If it is determined [redacted] was negligent in maintenance, despite being given the right to deny coverage, Behmor will waive associated repair costs. Behmor as a continued gesture of goodwill would also consider waiving the $35 shipping charge to return the repaired brewer that [redacted] would otherwise be responsible to pay.[redacted]'s original warranty expired in July of 2015, and a brewer (be it a reconditioned and/or [redacted]'s returned unit repaired) will be tested before leaving to ensure it in fact is in full working order, but per warranty guidelines mentioned above, and is provided "as is" with no express or implied warranty other than the balance of time left according to and based on [redacted]'s own figures/ dates, that being appx. 30 days. [redacted] has until midnight (Pacific time) May 10, 2016 to decide if he wishes to exercise the option he suggested, otherwise the offer will be considered expired and the matter closed. If [redacted] wishes to exercise the option, he has our contact data for Brazen Tech Support, and they will issue an RMA along with the ship-to address. It is always highly recommended as noted in the warranty as well as the responsibility of the user/ customer to insure the contents and repack for safe travel with a common carrier. If the box and/or contents arrive damaged it would be the responsibility of [redacted] to seek compensation from the carrier as Behmor accepts no responsibility for the shipment to include its contents, or safe arrival.Best regards,[redacted] - Company PresidentConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I am somewhat confused as to the conditions that the company has sent. My understanding is that:1. The company will repair my unit at no cost to myself.2. The company will pay for shippingIf this is correct, then I would consider my claim to be completely satisfied. Please confirm that my understanding is correct and if so I will proceed with the company.[redacted]