Cleo Hancock thought she did everything right after buying a pressure cooker for $ 30 in March 2019.
“As soon as I bought it, I registered the pressure cooker online for warranty,” she said.
She stuck the receipt on the manual, she said.
“I even keep the original packaging for as long as the warranty is in effect, just in case I need to send something back,” she said.
So, over a year later, when the device stopped maintaining the pressure as it should, she knew exactly what to do.
“The first thing I did was go to the book and look at the troubleshooting,” Hancock said. “There was nothing there that solved this problem. “
The product, she said, was still covered by the manufacturer’s two-year limited warranty. So she emailed the company to initiate a complaint. She sent them the receipt and other information they requested, she said.
But a few weeks later she received a response saying “… the receipt image you provided does not contain the information we need.”
“Where I had pasted the receipt to the book, I guess the adhesive on the cellophane tape must have affected whatever they used to print the receipt,” she said. “You couldn’t see how much tax I had paid.”
Hancock said the receipt showed how much she had paid for the product. When the company didn’t want to budge, it decided to ask NBC 6 Responds for help.
“It’s about holding people accountable when you’re not a rich person,” she said. “$ 30 for me is groceries. $ 30 is the difference between being able to pay a bill or not paying a bill. “
NBC 6 has contacted the company several times on behalf of Hancock. She said she finally received an email from the company.
“Saying, ‘Hey, we haven’t heard from you in a long time. Send us a picture of the pressure cooker with the power cord clearly cut so it will render it unusable and we will expedite this warranty claim, ”she said.
She sent the photo. A few days later, she said she received a check for $ 30. She was glad she hadn’t given up.
“I am so grateful,” she said. “I know for most people $ 30 isn’t a lot of money, but I really appreciate it.”
NBC 6 Responds followed up with the company to ask why it took several months to process Cleo’s request. The company did not respond to this specific question, but did confirm that it had processed the warranty claim and sent him a refund check in the mail.
If you buy a household appliance or electronic device, you can get several months or maybe even a few years of warranty directly from the manufacturer. Manufacturer’s warranties are limited and generally only cover product defects. They don’t cover things like accidental damage. Make sure to register the product as soon as you purchase it. You’ll also want to keep a copy of the original receipt, just in case you need to file a warranty claim in the future.