I was surprised to see that my negative review on Amazon.com caught the attention of the Keurig Kustomer Service. The Director of Customer Service, even. I received a courteous e-mail of inquiry the day after I posted the review, thus launching an e-mail dialogue.

The Director was eager to learn more about the problem. She offered me an upgrade to the Special Edition B60 and some free K-cups for my trouble. While the offer for a better model certainly was appealing, I declined. Our Best Buy Replacement Plan enabled us to handle exchanges at the local store should the unit break down within two years. Heaven forbid we get the “new and improved” B60, have it break down and it cost me money to ship it back to the company. I did, however, happily accept the offer for free coffee.

I am genuinely pleased by the effort that Keurig is putting forth to compensate us for our time and trouble. I am confident that this story will have a happy ending. Of course, in appreciation, I will gladly edit my review on Amazon.com and epinions.com to reflect their actions to resolve my issues.

Ahh… ya gotta love the Internet.

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