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| - COSTOMER SERVICE = BOOOOOOO!
I recently purchased a reconditioned Vitamix 5300 from their website. It was a limited time offer. $299 for that particular model is a score! I couldn't pass that up.
I didn't realize how much of an impact a high quality blender could have on the flavor of a smoothie. Until I used a Vitamix of course. I wanted to blend every fruit and vegetable known to man. I was excited! I was delighted! I was in smoothie bliss... this only lasted 4 days.
Sadly, on the 5th day, the motor became weak and the blending speed was inconsistent. I had chunky smoothies. It's not really a smoothie if it's chunky. I thought to myself "You did purchase a reconditioned Vitamix to save a few bucks. You went in knowing the risk. Let's give them the benefit of the doubt before we make any rash judgments." I called customer service and that's when the real nightmare began.
Their customer service is HORRIBLE! Like more frustrating than dealing with the DMV horrible. Almost to the point of hilarity... almost.
The first customer service rep that I spoke with asked me a few questions. She had me turn it on and off, unplug it, plug it back in, etc. She even asked to "hear" what it sounded like over the phone. Kinda weird right? Would a doctor check a pulse over the phone? Maybe I am wrong, but I'd bet my money on NO.
Although I repeatedly told her "Something is clearly wrong with the motor, its simply not working as it should be" she still tried to convince me to keep it. I had to be somewhere, so I hung up and decided to call back when I had time.
The second rep I spoke with was completely brain dead.
She did the same thing. She tried to convince me to keep a clearly broken machine and even though I thoroughly followed the instructions in the user manual, she kept telling me I was doing something wrong. She even contradicted some of the instructions in the manual. I called her out on it and she said the instructions were wrong, then proceeded to blame the person who wrote them. You can't make this stuff up, this really happened.
I hung up and called back immediately to speak with someone else.
On the third call, another rep tried to give me the same verbal garbage "You are doing this wrong, did you do this, did you try that". But, I told him I didn't want to hear it, nobody is listening to me, IT DOESN'T WORK. YOU NEED TO SEND ME A NEW ONE. He said "OK, we'll send you a shipping label for the return" and he did. I sent the blender back, but the customer service nightmare didn't stop there...
After I had shipped it back, they sent me another shipping label. Didn't think much of it until 10 business days had passed and the new Vitamix didn't show up. I called again, this time the rep seemed helpful, she said sorry a lot and told me they'd expedite the shipping and I'd received it by this coming Tuesday. Never came, but I got another return shipping label!
Finally, I called again today. They gave an actual tracking number and a confirmation that the new Vitamix went out today.
I am convinced they hire robots. They are obviously programmed to follow a script and be as annoying as possible, but with a cheerful, friendly and non-confrontational approach. Actually, it's quite genius if you think about it.
In 3-5 days, I will finally get to enjoy the Vitamix I ordered over a month ago... theoretically.
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