I bought my Keurig 11 months ago, it then failed to power on... with just one phone call, a brand new replacement was shipped to my door 2 days later. Unbelievable.
My Keurig Supreme let me down twice. They did not work, but Keurig upgraded my order with a Supreme Plus and it works wonderfully. They didn't give me a hard time about the brewer, they just sent me a new one. You can't beat that kind of customer support.
In the process of performing a descale my K-Supreme started smoking. Knowing that the internals were probably burning I unplugged it and relegated it to my garage and replacing it with my older single serve Keurig. While still under warranty, I was shipped a replacement (refurbished) machine in a timely manner.
When I called Keurig because my Supreme Plus coffee maker constantly told me to "descale", even after I had done it 12 times, I did not expect Keurig to replace the rig. But after the polite and patient barely understandable service rep could not cure my "descale" fatigue she sent me a free replacement Supreme Plus which arrived within a week. I was very pleased with Keurig standing behind their products. However, on the second day I used the new unit, "descale" appeared and would not go away--just like the first coffee maker. Another call to Keurig and another foreign-speaking rep and after 50 minutes of descaling my replacement unit, "descale" disappeared. I look forward to years of quick and easy coffee with infrequent "descale" mandates. Thank you, Keurig.
Love this coffee pot. I especially love that I can program my special cup and my wife can program hers. My Coffee program is hot, strong and the correct volume for each personalized cup for me. My wife likes her coffee milder, not as hot and needs room for creme to be added, the program setting solves any mix ups.