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Proctor-Silex / Faulty products!

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This is a copy of the letter I wrote to the president of Proctor-Silex. He never responded.

Michael J. Morecroft, President

Hamilton Beach/Proctor Silex
234 Springs Road
Washington, NC 27889

Dear Mr. Morecroft:

Here’s a story of two products and two companies.

My new In-Sink-Erator instant water heater had so much air in the line it would spit water over my arm. Water droplets at 190 degrees on a bare arm hurt. The local service rep assured me this was normal operation. I wrote a letter to the company president saying I couldn’t understand how a company could market such a product.

A few days later an engineer from the company called me. After talking for a few minutes, he said he knew exactly what the problem was. They would send me a new tank, and because I was soon to leave town for an extended time, would send it two-day express. Three hours ago I received and installed the tank, and the problem is solved.

Four months ago I purchased one of your toasters, a Hamilton Beach model 22559. It has a cancel button and toasts perfectly. It also permits halves of English muffins to drop below the wire shelf on which they toast, presumably because the side retainers don’t fit sufficiently close to the shelf. Time and again I and others have had to take a knife and attempt to remove a muffin half from the depths of the toaster. Besides mangling the muffin, it’s a frustrating and messy process.

I wrote your company an email describing in more detail this problem. I received no response. I called your company, talked to an unsympathetic Vanessa, and was told my report would be forwarded to your engineering department. And with that, I suppose, my report disappeared into the ether.

If you were me, Mr. Morecroft, a typical consumer, which company would you like to do business with?


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