molly.com
Friday 20 January 2006
Now This is Customer Service
MY BROTHER MORRIS RESTORES THINGS. Houses, furniture, appliances – you name it, if he finds something old and can restore it to its original beauty, form, and function, he does.
He was apparently trying to restore a percolator from Corningware Corporation, and despite having found several sources for the handle, electronics and what-not, he couldn’t restore it. So, he sent it, along with a letter, to the Corningware Corporation.
These days, one expects this sort of thing to at best be responded to with a short letter and possibly, a small product discount or gift for the trouble. At best. But Corningware Corporation has gone so far above and beyond the call of duty that Morris was inspired to share their letter with his friends, and now I with you as an example of true brand loyalty on both sides of the relationship.
“After analyzing the Corningware ™ electrical percolator and parts sent to our agency it has been determined that a usable percolator cannot be assembled from them. We regret that you have lost the use of your favorite kitchen appliance due to the fall onto your stone kitchen hearth as you detailed to us. Our warrantee does not extend to the replacement of implements so damaged but we want you to know that the Customer Satisfaction Division strives to retain your loyalty and is committed to providing superior service beyond the terms of the warrantee wherever possible.
We were startled by the flawless condition of the Corningware ™ coffee pot that your household recently procured from old stock in obscure shop on Cape Cod to replace the broken one; so much so that we put it on display in our locked lobby showcase when we were not actively working on it. We verified via the serial number that this item was 26 years old although it appears to never have been used. While ostensibly identical to your old one it unfortunately lacked its’ proprietary power plug set.
Your previous coffee pot was determined to have been 38 years old. In 1975 our company switched from the larger sized power orifice your old unit had to a smaller and safer opening. Your older cord cannot be used with the newer coffee pot. Our company no longer stocks either cord. None of the other power cords from the vast assortment of obsolete Corningware ™ cords you sent along could be used either. In the process of fastidious disassembly by our experts in attempt to resolve the problem by switching handle sets and despite every precaution being taken we regret to inform you that the handle on the newer coffee pot was unfortunately destroyed. As you may understand this is always a risk when attempting repairs on vintage appliances. The Corningware ™ workshop has, however itemized and stored every remaining usable part from both of your percolators for your personal future use.
Rest assured that our every intention to recreate the delightful privilege of perfect personal percolation via the modern convenience of electrical power in your kitchen remains undiminished. Though our original product specifications are no longer available; due to our corporation’s unfortunate bankruptcy during the past decade we are actively seeking out a replacement Corningware ™ coffee pot to perform rejuvenation on for you. After substantial reverse engineering on your vintage unit our experts have gained new knowledge of their mode of construction and various permutations. We can confidently determine whether any Corningware ™ coffee pot located in the future which is not complete with its’ own cord is mechanically compatible with the archived cords.
As always, even though our original company has been re-organized and we no longer produce the legendary Corningware ™ cookware that you are familiar with we continue to stand behind our products with a lifetime guarantee. We were impressed to learn that your family was one of our original customers, purchasing one of our earliest teapots in the mid 1950s, and that the teapot is still in use. This legendary product longevity of over half a century makes us proud, and may also help you, the consumer to comprehend why we went bankrupt.
We extend our apologies for the delay as we search for a suitable replacement. Please accept our gifts of the designer glass coffee press, the modern digitally controlled plastic electric drip method machine, the individual plastic cone filter for your favorite Corelle ™ mug and the familiar looking Cornflower Blue ™ pattern Corningware ™ stove top percolator, all of which we have provided for your service in the interim. Your patience and cooperation is most appreciated. We will strive towards the goal of satisfying you, our customer, until we succeed.”
Sincerely,
The Corning Corporation Customer Satisfaction Division
Now that’s some customer service!
Filed under: faith(less), society
Posted by: Molly | 04:34 | Comments (69)
Any wonder they went bankrupt? Prpoducts that last forever and people that write bespoke letters that must take hours all cost money.
The reason we dont get this kind of service any more is that people only look at the price in the shops – nobody wants to pay that little bit extra for good after sales service because they hope their product wont fail and that they wont have to contact customer service. You may protest but before you buy the products do you really investigate the after sales service offered and would you really pay a premium for it, especially if the failure rate was so low you probably wouldn’t use it.
Dear Molly I need to know where to get the electrical cord/Plug for my 10 cup corningware coffeemaker,can you help? thank you for any info,Please!
I too am seeking a cord for my 10-cup corning e-1210. I’ll check back and see. please mail me if you have time.
thanks
I have a 9 cup Corning Ware Drip perculator which is in great condition but the stem of the pot broke and I need another to be able to use the pot again. I have tried many different places to locate a stem for this pot. Can you help? To me there is nothing that compares to perked “hot” coffee. Thanks.
Wow!, I got my 9 cup pot in mint condition never used for 3 bucks at a local garage sale , now only if i had directions
Hi:
I have a like new 10 cup Corning automatic percolater that I love.
It makes the best cup of coffee I have ever tasted. Recently I went on Ebay and purchased the parts of the percolater (coffee pot cannot be found as it was recalled around 1976) just in case mine quits working. If fact I am bidding on a second set of parts. Have you tried looking on Ebay for your parts? I also have a regular 10 cup coffee maker that looks like new that you use on the stove. I have just bid on a dripalater Corning coffee pot on ebay. I am a big Corning fan. I love their vintage pyrex bowls and collect them whenever I can.
Merry Christmas and God bless everyone including Corning.
Naomi1101@aol.com
Wow! I just bought a beautiful automatic 10 cup percolator – all parts present except the cord. I thought it would be an easy find; now I must wonder if I have purchased a useless item. I am a big CorningWare fan. My Mom had the cornflower set. The teapot is still in use.
I just found your website by accident while searching for information on corningware coffee makers. I was glad to read that a company still cares about it’s customers. I just bought a 10 cup corningware (small plug) for TWO DOLLARS. It is in almost new condition and makes great coffee. I am a little concerned about the recall. But that was in 1976 and after all these years i really shouldn’t worry to much. After all even new applianes can fail. Thank you for your letter.
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I had to recently replace the element in my 10 Cup Coffee Pot. I found it on E-bay. I was the high Bid.$29.95. What a bargin. Considering a New one at Bed,Bath and Beyond was $75.00 and was not from CorningWare. It Looked Cheaply Made too. Also said new in Mexico. Sorry,I’ll pay for go old wellmade American Products be they Old or New. Our People need jobs too.
Hello, I still use mine (well, was my mom’s). I would love to get another 10 cup coffee pot, by corning) I found replacement parts on ebay(no coffee pot)
Can any one HELP me get a Corningware electric coffee pot
would be in your debt forever have run the gammit re the New Stuff have already been hassled with the garbage from “china ” we had 2 recalls plus near miss on another 2nd recall.
Anyone HELP
JANDB.
I have a Corningware percolator from the late 1960s. I have not used it for years but I believe that I have all parts including cord and trivet??. It was part of the recall but I did not send it back. Would be willing to sell. Make me an offer (not looking to get rich. I saw one on an antique site for $80.00)
Does anyone know if there has been a recall on the Corningware crockpot SCO-150?
I have this exact Corningware Percalater. It has been collecting dust for years in a closet. Today, I took it out, cleaned it and turned it on with clean water inside. Although the interior is a bit heat corroded, it is still in quiet good shape. It is percolating on the stove top right now! I wonder if it is worth while to actually use it reguraly again. I know this model was dicontinued for safety reasons. Does anyone have any advice?
emerald420@hotmail.com
[...] Now This is Customer Service. Would that other companys had half the customer-focus as Corningware. [...]
Help…I’m looking for the cord to my Corning Coffee Pot. Any ideas?
thanks
Marcy
Molly I really enjoyed reading your story how wonderful. I have a white ceramic percolator and this morning to my disgust dropped the glass portion of the lid, apparently it was turned correctly in its lid. So now I can not make my coffe without it. My grandbabies love watching the coffee pop, pop as they say. Any way I came across your story trying to find out how I can get another. If you know how I can contact Corningware to purchase another one I would be so happy. It is good to know that after all these years I can still rely on someone. Thanks Molly.
Today I listed a 10 cup electric perculator on eBay and they removed it as it was a recalled item. I purchased this at an estate auction and had no idea. So I do have one but don’t know it I am allowed to sell it. Tested it and it works? Do any of you know if I can sell it other than eBay. I would not want to be responsible for anyone getting hurt.