I had to wait a bit on the phone for an agent, but once she answered, she asked specific questions that I could easily answer. She helped me try to fix it over the phone. When those ideas failed, she quickly took the information on the coffee maker and said a new one would be on it's way shortly. After I hung up, I already had an email. The new one was shipped out immediately. I would buy a Keurig product again because of the VIP treatment.