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Keurig B 70
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Customer Review:

I purchased this from Amazon on December 11, 2009. Initially the unit worked well and was wonderful. I use the water filters, I've tried several brands of the coffee, teas and chocolate milk.

I followed the cleaning instructions (fill the water tank with vinegar, run a few cups to make sure vinegar is coming out of the water spout and let it set for 4 hours), replaced the filters on schedule, and I kept the k-cup holder clean as well (both a paperclip and vinegar).

2 months in, my unit started to fail. It would appear to draw water but it did not. It happend to correlate with a particular brand of k-cup, so my wife and I tried sticking to other brands. It seemed to be a bit hit and miss over the next few months. Now, 6 months later, it's mostly miss. I'd say a full cup of water comes out (with no k-cup installed, or with one installed) 1 out of 7-10 tries. Most of the time nothing comes out, sometimes there's a trickle, sometimes the equivalent of several cups of water comes out.

I called customer support and got what I though was excellent customer service. I was told there was a production problem but that the problem could not be correlated with a particular range of unit numbers (that's a big red flag from a manufacturing process standpoint). I was also told there was a significant redesign to fix a problem with the production of the unit (also a big red flag). It was easy to get a replacement unit and all I was required to do was mail in the k-cup holder (convenient, yes, but related to a large numer of failed units? Maybe). I was told to expect a new unit in approximately a week (maybe a bit longer due to processing time). They also offerend to send me some free k-cups for my inconvenience. So my first customer service experience was great. The rep was friendly and professional.

I decided to check up on the status of my support call a few days later. I could not find my order so I called customer service, whereupon I was informed that there was a 2-week back order. Given I had not had a working unit for about 1.5 weeks (I travel heavily and my wife does not like to call customer service), plus a 2-week back order and delivery after that, I figured it would be another 3 weeks from when I called customer service a second time, or a month without a working brewer. This assumes they really know for sure. Given that I got a total of 3 different estimates, I'll keep my expectations low so I won't be further disappointed.

I asked if I could pay for an upgraded model. I found out that there was no such option. That was pretty much the end of that second customer service experience. The customer service rep was again nice, but nice did not get me a working brewer anytime soon. So while nice, is well, nice, it in no way helped with a resolution.

I checked to see if I could return the unit to Amazon, but after 1 month (maybe more like 6 weeks), I would be charged a restocking fee of at least 50% (yes, at least, or that's how I read the service agreement). So returning it to Amazon is not an option. I then called customer support again and asked about returning it to them directly. Not an option.

I filed a complaint with the BBB. I wish I would have checked sooner because they have the lowest grade with the BBB, an F, as of Tuesday June 8th, 2010. I filed an electronic complaint with keurig and also gave them a copy of the BBB filing.

I currently have no resolution. I'll probably end up waiting 3 weeks for a new unit and maybe it will work. So that will be a month without a brewer. Now you can fault me for not calling sooner, I just got back from 6 weeks of travel, so it was a low burning fuse. However, I had no complaint until I checked to see the status of my exchange only to find out that it was at least twice a long as original estimated. Then finding no alternative resolutions added to my frustration.

If you get a working model, they are great. I liked the features of this model, it's ease of use, the look, etc. I can recommend donut shop coffee.

The initial customer service experience (and even the follow on ones) were seemingly nice, but nice is one thing, not having a working brewer for weeks is an entirely different matter.

Giving this an actual rating is hard. On the one hand, when the unit works, it is great. The reliability is terrible. Reading the reviews of several models, I picked this model because it appeared to have a better reliability rating. Apparently not so much. The customer service is friendly and really quite good, if you can get a working unit. Other other hand, they are back-ordered, have a streamlined return process (meaning they've probably had to deal with a lot of returns) and have reliability issues across their product line.

Maybe I would not be so frustrated if I didn't like the working unit so much. Maybe I'd be more understanding if they'd considered taking my Amazon-bought unit.

I will be getting a replacement unit (can't get my $$ back). I hope it is reliable, but at this point I have no reason to believe it will be so.

Good luck with yours. In the first few weeks hammer it, but I don't think the problems will happen right away. So you might consider buying it locally or from keurig so you have a longer time-frame to return the unit.