We had a problem with ours and with a very quick call to the manufacturer we were sent a brand new one. Great customer service and the employee working with me was extremely nice.
When my Kuereg stopped working I called requesting help and information and found that the service was excellent. A new part was sent in a very timely manner and when that did not solve the problem a new Kuereg was sent as a replacement.
I love the coffee maker, but the replacement was somewhat difficult, some my problem with understanding everything I needed ie photos of to show what product looked like, serial numbers, and copy of receipt, so it required my calling several times and talking to different representatives and some time for review before replacement was sent.
This maker stopped working after a few months. The replacement was easy, but waiting 7 to 10 days for a replacement is too long. I understand that sometimes you get a lemon, but it should not take that long for a replacement. It should happen within two days.