I have a Crock Pot. My Mom gave it to us many years back and it’s a damned useful thing to have. I don’t use it all the time but things I do tend to use it for I only make in that way. Such as a pot roast. The only way I cook pot roast is in my Crock Pot.
It’s in good shape; the crock is perfect, the stainless casing is not scratched up and of course, it works exactly as it should. The only problem is that out of nowhere, my lid handle snapped right off. The glass lid wasn’t damaged at all. And in fact, the screw that held the handle on the lid was still screwed down in the glass as well. But the plastic handle itself? Eroded away and broke into several pieces.
It’s pretty much impossible to pick the lid up without the handle and I was upset that the failure of the plastic was leaving me without a way to use my Crock Pot. I started Googling to see if you could buy a replacement handle. I found some replacement lids but they weren’t the right shape. So I emailed customer service at Crock Pot. I asked if there was anyway to order a replacement handle. I still had the glass and screw but the handle broke.
Within a day, I had a reply. Not only were they going to send me a new handle, they were sending me an entirely new lid. They shipped it out to me, free of charge. The customer service agent even apologized that they couldn’t guarantee the color. That made me laugh. You’re sending me a lid, free of charge. I’m really not too worried if the handle is black or white!
Today, I had errands to run and when I came home there was a notice I missed a delivery from UPS and the package was waiting for me in the apartment office. Packed in a mass of bubble wrap in a large box, was my new lid. Seven days after I contacted customer service asking about purchasing a replacement handle.
Thank you Crock Pot! Your customer support is greatly appreciated and I am really thrilled to find a company in this day and age still standing by their products and so eager to help. I would gladly have bought the new lid but the fact that you immediately sent me a replacement free of charge was so nice I wanted to commend you publicly.
Now I think I need to make a pot roast this week to celebrate!