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Q. We received a Cuisinart toaster oven for a wedding gift four years ago. The warranty is only good for three years. We have been having trouble with the door (it doesn't close all the way) for the past two years. They will not help because we are past the warranty. Many customer reviews at Amazon are from people having the same problem. Can you help?
-- Ron SchneiderA. I can. I checked out those Amazon reviews, and you're right -- this particular model does seem to have a problem with the door. So I reached out to Cuisinart to see if there was anything it could do for you, despite the fact that your toaster is out of warranty. (For the record, if this issue has been happening for two years, you should have contacted the company while your warranty was still good. You'll know for next time.)
Cuisinart, luckily, was willing to help. The company will be sending you a new toaster -- model number TOB-30. Mary Rodgers, the director of marketing communications, told me that "Cuisinart is dedicated to satisfying each of its customers, and stands behind all of its products. The limited three-year warranty that comes with all of the company's toaster ovens is one of the very few of that duration in the industry. Many competitors only offer a one-year warranty."
I also asked her what others who are experiencing this problem could do, and she said that the company's policy is to replace the product. "We checked with both the product marketing group and the engineers who have said that the problem described by Mr. Schneider is a rare occurrence, and one that is therefore addressed by Cuisinart on a case by case basis."
If you're having an issue, Rodgers says to contact the company by phone (800-726-0190), Twitter (@CuisinartCS) or through Cuisinart's Facebook page.
Consumer Ally problem solver Jean Chatzky is the "Today Show" financial adviser, a longtime financial journalist and best-selling author.
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