K-TEC, Inc

Review: Blender sparking dangerously when used following owners manual instructions. Asking for repair or replacement to resolve fire hazard.

I have contacted email and phone support several times since 8/15/2013 and have not received a resolution. This is my original email to customer support: Serial Number HPX-XXXXX. This morning when tried to start my blender, sparks flew out of the bottom of it all over the counter. I quickly unplugged it before a fire could be started. Is there anything that can be done to make it safe to use if I send it in to you? I've been a loyal Blendtec customer for years and have encouraged many friends and family members to buy Blentec blenders as well but this morning's incident was very concerning. I have followed the home use instructions and have not immersed it in water. Thank you.

Desired Settlement: Repair my blender so it is safe to use and not hazardous to my family or replace it with a safe unit.

Business

Response:

Initial Business Response /* (1000, 7, 2013/10/14) */

Contact Name and Title: [redacted] Asst. Accounting Manager

Contact Phone: XXX-XXX-XXXX xt [redacted]

Contact Email: [redacted]@blendtec.com

[redacted] called into customer service on 8/16/2013 , as the blender was out of warranty (purchased 09/09/02) we offered to do a repair at a cost of $203 which included the Four Sided Jar. We also explained that the model she has is now obsolete so she could choose either a HPA or a Total Blender for the replacement. She said she would call back and that at that time she could not afford it. She sent an email on 9/6/2013 asking for us to exchange it and we again stated that we could do it for $203.00 and once it was paid for we would send her an ARS label to send her old machine back to us. We then received an email on 9/10/2013 asking again.

Due to the machine being out of warranty we did what we could do and offered her a discount on the product. Our product has a 7 year warranty and we do honor all defects that are sent in during the warranty period. All our products specify how long of a warranty we offer. We are saddened that the customer does not understand that her product has been out of warranty for 4 years. If the customer would like to call us with payment we would be happy to send out another blender via the motor base exchange option that we offered her.

Final Consumer Response /* (2000, 13, 2013/10/21) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you.

Final Business Response /* (4000, 11, 2013/10/17) */

[redacted],

Thank you for additional information. I have spoken to quality and we are going to make this right. Due to the nature of the problem we are sending you out a new blender package. I hope that you will continue to be a loyal Blendtec customer and if you should have any problems or concerns please feel free to contact me. We do apologize for the whole situation and wish to make you, our valuable customer happy.

Regards,

Review: Hi I purchased Blendtec total recertified from walmart, it was working okay for 4 days and one day as I was trying soup within few seconds it had black fumes coming from inside the blender and I immediately stopped the blender and noticed the jar was also having problems, the rubber seal had melted and melted rubber got mixed in the soup that we had drank already and it is leaking. Please replace the unit and the jar. I dont feel safe using a blender that is putting out black fumes.Desired Settlement: If blendtec sends me a return shipping label, I can send the unit back to them. Had bad stomach pain from possibly melted rubber/plastic in soup. Hopefully no other health issues..

Business

Response:

Hello,

Review: Extended 30 day return

I purchased a refurbished blender along with an extra jar called a twister jar. The refurbished unit died after two weeks so I asked for a refund. Blendtec talk me into getting another refurbished unit and they promised to extend my 30 day into September. I told them I had the twister hat and they stated that also could be returned after the initial 30 days and included in the renewed 30 days. Now since someone did not add the twister jar to the note, they will not return the jar. If I return the base, I am left with a 120.00 jar I can't use without a blendtec base. If I had known this I would have returned everything in August like I wanted to in the first place! They said in August I could Return if the replacement unit failed and it did. Now they are not honoring what they promised! 119.99 is a lot of money.Desired Settlement: I want them to honor what they said in August and refund my money on the twister jar!

Business

Response:

Contact Name and Title: [redacted], Customer Service Manager

Contact Phone: [redacted] Ext[redacted]

Contact Email: [redacted]@blendtec.com

We are in the process of streamlining our training to ensure consistency in handling customer requests as well as documentation of processes and exceptions made based on circumstances.

We apologize for any confusion and have processed his refund. Normally, we ask that the product be returned prior to issuing a refund, but have been unsuccessful in reaching this gentleman to confirm any intentions to return the product. The refund was processed yesterday and he should see the credit in his account within 3-5 days depending on his bank.

Review: I purchased a blender from Blendtec earlier this year and have been unable to connect with the company to make a warranty claim via phone or email.

The companies lack of communication to stymie my claim has been egregious. I submitted an email form 4 days ago and have heard nothing back and attempted to call their customer service line 4 separate times. The longest I had to hold was 30 minutes before I finally gave up. None of the times I have called I have spoken with a representative. I attempted to get through via their main administrative phone number and speak with anyone at the company. I was again put on hold for over 15 minutes and gave up. Not being able to make my claim and get a replacement product for a blender that is covered for 7 more years is frustrating. I am unclear how anyone gets in contact with this company.Desired Settlement: I want my blender replaced, as it should be. Honestly, for all this trouble I would appreciate a significant upgrade to one of their better products.

My original order number is XXXXXX.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/17) */

Contact Name and Title: [redacted] Customer Service Manager

Contact Phone: XXX-XXX-XXXX Ext. **

Contact Email: [redacted]@blendtec.com

Our records show that this customer spoke with an agent who resolved his concerns on 7/16/2014. Based on the information presented about his blender and jar, it was determined that the jar would be eligible for a warranty replacement. Customer agreed to this resolution and an order was placed to replace his jar within warranty, free of charge.

In response to his experience:

Due to growth and the implementation of a new system; our volume of calls and email has been higher than anticipated. We are actively working to hire and streamline processes to improve and exceed standard response time expectations. We apologize for any frustration or inconvenience experienced during the prior week.

Please contact me with any questions, thank you.

Review: I bought my BlendTec, in February 2012. It has an 8 year warranty. In Sep. 2013, a year and a half after purchasing, my jar burst a hole while using it. Plastic shards flew as well as the food I was mixing. I called the company - they said they would send me another jar and would want the old one. I followed their directions (nothing was ever inquired as to the safety of this issue) and they sent me a new jar. I continued to use my BlendTec, yet with a feeling of apprehension. March 2, 2015 I was making a sauce for my husband's birthday cake. While it was mixing, white misty smoke began to seep from the bottom, followed by a burning smell. I stopped the Blendtec. I lifted the jar and underneath was a coarse, black, lint-like collection of black shards. I looked in the jar and it smelled burned and had the black substance in the sauce. I was very frustrated. I take care of my appliances; I register them and I follow the instructions in their use. I do not over use them. I called the company. Getting a hold of someone is extremely inconvenient. I waited for 45 minutes to get an actual person when I finally left my number for them to call me back. They did, and I was disconnected. I tried again, went through the same process of leaving my number and waiting when I finally got a call back. I told them what happened. They said they would send me another jar. At this point, it is no longer a "jar or base" issue. I have no confidence in this machine - both instances of my ownership have caused me to feel unsafe and that it is unreliable to use this machine. I have no confidence in it. This machine is sold as being "the last blender you'll ever own" and as "the world's most advanced blender." These claims, and the warranty, send the messages of safety and reliability. This has not been the case for me. I registered my product and the company has record of both of my incidences. At this point, replacing another jar is not sufficient. It does not replace the money I am out on ruined ingredients. It does not replace the time taken in cleaning up messes, making phone calls, waiting for replacement jars, and not having a machine to do what I purchased it to do. It does not make up for ruined plans and birthday cakes. Most importantly, it will not replace confidence that it is reliable and safe. This has been my experience with BlendTec. ,Desired Settlement: I want a refund of my money and I want to return my machine to BlendTec, never to see it again because it is flawed. The only way for this to be made right, is for BlendTec to recognize that my experience has not come close to what they advertise. They need to recognize that there has been issues with safety. If they truly care about customer satisfaction and improving their product, they will refund my money and take back my machine to troubleshoot what is wrong.

Business

Response:

We have been in touch with Mrs. [redacted] and have found a resolution that she has accepted. We apologized for her experience in communication and with the jar and have agreed to send her a replacement package that includes upgraded blender and jar models. These shipped last week and were received by the 20th: UPS Tracking number:

[redacted].

Review: Blendtec is making a :screaming" sound and I am afraid to use it anymore.

Product_Or_Service: 12-24-10

Desired Settlement: DesiredSettlementID: Replacement

I need a replacement of the Blendtec

Review: It took me 2 wks before I could talk to someone in customer service.I sent my mixer and they have had it for 2 months.

I tried calling for 2 weeks and never could talk to anyone and then I emailed them and they then called me back. They told me it could be up to a month to receive it back. they sent me and email on the 2nd of Aug telling me it was done and would be shipped in 7 days I have still not received it.The first of Aug it was 6 weeks and now even longer. Everytime they email me they say they are sorry but are training new help. Will it has been long enough that they should be trained. I emailed them last week and told them that if I didn't recieve my mixer this week I was going to do this.Desired Settlement: The only thing I want is either to get my money back or my Mixer. This has been a night mare. The Best solution for me is my money back. Because I never want to deal with this company again.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/08) */

Contact Name and Title: [redacted] Customer Service Manager

Contact Phone: XXX-XXX-XXXX [redacted]

Contact Email: [redacted]@blendtec.com

We recently moved to a new order handling and production planning system. This migration has been less than ideal and unfortunately, Ms. [redacted] warranty repair order did wait a long time to complete and then shipped.

Ms. [redacted]' mixer was shipped last week and was received today. Her purchase was a couple years ago and is outside of the standard period to receive a full refund. While we cannot provide a refund due to the time past, we could provide a discount towards another product of her choosing.

Regarding actions to prevent issues like this in the future, several projects as well as using a new systems-consultant team are in process to help complete the integration of the new system.

Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I actually just want to be done with this. It has been an awful experience and I want nothing to do with this company again. This may have been out of the time for a complete refund. But I had not used this product only 15 times in the year and a half. I have owned it. I had owned a bosch previously for over thirty years and it had never had any repairs needed on it and when I bought this is was still working. I just wanted something new and more advanced. Unfortunetly I was talked into buying this Blendtec by the sales person instead of a Bosch. She said it was a better product for the price.I would not recommend this product to my worst enemy. it took from the time I tried to get help on it-until the time I got it back 3 months. thats a long time to be without a mixer. I had retired and had more time on my hands and wanted to do some baking and cooking and had nothing to mix things with.

Review: I ordered a Blendtec over a month ago and still haven't received it. I was also told I would get a free jar, but I never even received a refund.

Order Date: 6/21/2014

Order Number: XXXXXX

Order Total: $399.90

I ordered a Blendtec refurbished blender and twister jar over a month ago. After not receiving a shipping confirmation, I contacted the company and was told that it would take a few extra days to ship. The next week, I contacted them again and was told that the shipping is still delayed, but they could give me a free twister jar for being so patient. The rep then contacted me via email and

offered me a different jar, as they saw that I already had a twister jar included in my order. I declined and told them that I would like to just receive their original offer of a free twister jar. I never heard anything back via the rep and two weeks later I received a sole twister jar in the mail.

I haven't received a refund on my twister jar and still haven't received my Blendtec blender. I contacted them again (over a month from when I first made my order) and was again told that my order was "released" and that my item was on back order, meaning that they currently don't have any refurbished Blendtecs to even ship out. They again told me that it would ship shortly (I've been told this numerous times), but seeing as they don't even have any refurbished blenders in stock; they cannot give me an exact time period of when my Blendtec will ship!!

This is my first time doing business with Blendtec. I specifically choose them over Vitamix, but obviously made a mistake. I shouldn't have to wait over a month when my blender was suppose to be here weeks ago!!

I've already waited over a month for my blender and was never once notified that the shipping for my item would be delayed. I've had to continuously contact them and wait on hold to get updates on my order, instead of them contacting me directly via email to make me aware of the problem. I would not have ordered the item if I would have known that I'd have to wait more than a month for it.

Further, they never even gave me the refund for the jar that was promised to me. I shouldn't have to keep contacting them and hounding them for my order!! Ridiculous! It looks like I'm going to go with Vitamix instead!!!Desired Settlement: Refund of FULL order, an extra twister jar and a shipping confirmation!!!!!!!!!

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/04) */

Contact Name and Title: [redacted] Customer Service Manager

Contact Phone: XXX-XXX-XXXX Ext [redacted]

Contact Email: [redacted]@blendtec.com

Due to business growth and the implementation of a new system; the volume of orders, calls, and emails has been higher than anticipated. As some customers orders were delayed, impacted customers have been offered a complimentary Twister Jar package including recipe book, gripper lid, and Spectacula that have a value of $119.95. We apologize for any frustration or inconvenience our customers have experienced and assure that we are actively working to streamline processes to improve and exceed standard ship and response time expectations.

According to UPS tracking information, this customer's order is expected to deliver August 5th. Shipment confirmation has been emailed to the customer along with confirmation that a credit of [redacted] will be given towards their original purchase. The original purchase amount charge was for $399.90 and the resulting price paid by this customer will be [redacted] Separate confirmation will be sent once the refund for their original Twister Jar purchase is processed this week.

The resulting value received will be worth $519.85 for the package plus Twister Jar purchased, as well as the additional twister jar received. We have emailed this customer regarding purchase status, as the order is under a different name than this complaint (same address and email). If they choose to return all product for a full refund, we will provide an ARS label and will process the refund as soon as the tracking is active, no problem.

Initial Consumer Rebuttal /* (3000, 8, 2014/08/12) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I do not have a package value of $519.85, as I only have one twister jar and one blender. I am unsure as to why Blendtec thinks I have two twister jars, they must be misreading my complaint.

The twister jar I received was promised to me as free prior to this complaint since my blender had delayed shipping after several weeks. So, my current package value is a moot point since I was already promised the jar over a month ago prior to filing this complaint when my package kept having delayed shipping.

My recent complaint encompasses the delayed shipping we experienced after Blendtec promised the free twister jar. They still took an additional month to ship out my blender and refund me the cost of the twister jar after promising me a free twister jar. Blendtec is refusing to offer me a discount and ignoring and misreading my complaint. They are unwilling to offer anything to make up for the additional 4 weeks we had to wait/call to get both our blender (6 weeks total of waiting) and our twister jar refund. Horrible customer service.

Final Business Response /* (4000, 10, 2014/08/22) */

We appreciate this customer's patience and for clarifying about the Twister jar via email. They have accepted 2 complimentary jars in lieu of a discount, which were delivered on 8/19/2014.

Thank you again.

Final Consumer Response /* (2000, 12, 2014/08/26) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: My blender from Blendtec has an issue with an overloaded motor. I attempted to contact Customer Service on 2/10/2015 a total of four (4) times for assistance. The first two times I was able to leave my phone number to ask for assistance. The third time, I was on hold to get a customer service representative for over 90 minutes. I called during the businesses regular ours of 6 AM to 6 PM MST. I made the call, where I was on a long hold, at around 4:10 PM MST. I did not get in contact with a representative. My blender is still broken, and customer service was deplorable at best.Desired Settlement: I want Blendtec, or K-Tec to contact me tomorrow morning, February 11, 2015, at my evening number, in order to work with me in resolving my blender issue. If not, then I would like to further escalate the issue by asking for a manager, or to return the blender, and ask for a refund.

Business

Response:

We followed up with the customer again today (via phone_ and confirmed that they have received their replacement blender and are sending back their defective blender for us to look at. They have all materials they need and a functioning blender. When asked if we could do anything further for them they stated they were satisfied with the resolution.