I own a Zojirushi Bread Maker model number Zojirushi BBCC-V20 Home Bakery Traditional Breadmaker. I called Customer Service to order two replacement belts, one large, one small. They told me that they have the belts but would not send them to me because of liability issues. ??? Anyway, I have already disassembled my bread maker and have no replacement belts WHICH THEY REFUSE TO SEND ME. I have pictures of the disassembled bread maker. The only option they offered me was to DRIVE 3 HOURS TO THEIR LOCATION AND THREE HOURS BACK to have the belts installed AT A COST. Postage EXCEEDS VALUE OF ITEM, they asserted. What is this? Outrageous. I just need two replacement belts. I WILL PAY FOR THEM.
I want prompt shipment of one large and one small Zojirushi model Zojirushi BBCC-V20 Home Bakery Traditional Breadmaker belts. It would be nice without charge since I have had to go through this procedure. GOOD WILL? Anyone hear of that?
We are very sorry to hear about this customer's frustration with his BBCC-V20 bread maker. While Zojirushi America does offer its customers replacement baking pans, kneading blades, and other parts and accessories that are simple for the customer to attach or affix into the machine, we do not sell internal mechanical parts, such as belts, due to the danger and risks it presents to any customer who attempts to install one.
For this reason, we do our best to discourage our customers from attempting to disassemble their products and conduct their own mechanical repairs best left to one of our authorized service centers.
Our customer service department strongly advises the customer to leave such repairs to our professional technicians who have been authorizedand trainedto conduct such repairs. Having or encouraging our own customers do these repairs on their ownby providing them with the internal mechanical parts to do sowould obviously subject us to liability issues for any and all property damage or, worseinjuriesassociated
with a botched repair.
Allowing or encouraging our customers to conduct their own repairs on our products would not only be unfair to our customers, it would subject them to unforeseen dangers, both during their attempted repair and afterwards. We simply cannot and will not put our customers in that position.
This explains why we do not even have such parts available to ship to customers. Even if one of our company representatives wanted to defy this common sense policy, such mechanical parts are not even available to us. In other words, we have no belts available to ship to this, or any,
As for this particular product, the BBCC-V20 bread maker, it was discontinued over ten years ago in 2004. Despite that fact, we still maintain an inventory of replacement pans and kneading pans for our customers should they need them.
Our bread machines come with a one year warranty. If Mr. *****'s unit was within that one year warranty period, and his belts needed to be replaced, we would be able to provide service for his unit free of charge as part of his one year warranty. However, because his unit is over ten years old, he will need to call one of our authorized ******* centers to get an estimate for
the cost of the repair.
Here is a list of our authorized service centers:
For more details on our warranty policy, one can find them here:
We really hope Mr. ***** understands why we are unable to send him mechanical parts, such as belts, for his bread maker and hope he will consider sending his unit to one of our authorized service centers for repair. We certainly want to keep him as one of our loyal customers and see him back baking bread again with our BBCC-V20 once again.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to Zojirushi Service Center in ********* **********. XXX-XXX-XXXX. THEY HAVE THE BELTS. THEY ARE OFFICIALLY ZOJIRUSHI AMERICA CORP. IF THEY WERE SINCERE ABOUT THEIR RESPONSE THEY WOULD PAY FOR 2 WAY SHIPPING IN THE FACE OF THIS UNREASONABLE OBSTACLE. SHIPPING FOR ME WOULD COST OVER $100 and I live in the same state. PLEASE LIST THIS COMPLAINT AS ABSOLUTELY UNRESOLVED.
Final Business Response
We are sorry to hear that Mr. ***** was unsatisfied with our response. We value him as one of our customers and hope he reconsiders the position we are in. Perhaps our first response was not clear enough and we left Mr. Jaasko with the impression that we have a choice as to whether or not we can ship him a belt for his bread machine.
Let us make this as clear as possible so there can be no misunderstanding and we can resolve this issue here and nowand, most importantly, keep Mr. ***** as one our loyal customers. We are hopeful that our following explanation may accomplish this.
As we stated before, we have never carried bread machine belts in our spare parts inventoryever. This includes the past, the present, and will continue to be the case into the future. Hence, it is not possible to ship a bread machine belt to Mr. ***** because we do not have any.
Rather than repeating the reasons why we do not carry internal mechanical parts for our products and sell them to our customers, we direct the reader to our original, earlier response in this case. For those in a hurry, though, suffice it to say that it comes down to our concern for the safety of our customers.
So given the fact that we do not haveor will ever havethe bread maker belts that Mr. ***** requested, we hope we can at least agree that providing this item to a customer is not possible.
If we have explained this point clearly enough, I think we can confidently say that this issue, if not now resolved, is clearly outside the scope of this forum. Continuing to request an item from a party that has no way of securing that item is an exercise in futility. I hope we can all agree on that and check this item off our list. There is no point in discussing it further as it is impossible to provide.
Now, to Mr. *****'s second point regarding good will. We have always supported our customers, whether it is helping them to make the most out of their Zojirushi products when they call into our customer service department or by keeping spare parts and accessories available to them, even years after their product may have been discontinued.
But there is another element here that has not yet been discussed and that is the issue of fairness. As we stated before, the bread maker at issue here is our BBCC-V20. This product was discontinued over ten years ago in 2004. Our warranty, however, is valid for one year and nearly all of our customers recognize that we will service their products free of charge during that one year warranty period.
After that one year warranty period, however, nearly all of our customers have abided by the conditions of our warranty by recognizing that it is not a life-long warranty. They have paid for the maintenance, service repairs, and spare parts like kneading blades and spatulas, and the general upkeep of their products once the one year warranty period was over. This is accepted and has never caused any disagreement with nearly all of customers. We are proud of offering this one year warranty and it is appreciated and understood by our customers.
So treating one customer differently than another, offering one customer free shipping and free repairs for more than ten years on a discontinued bread maker from 2004, while making all of our other customers pay for those services after their one year warranty period has expired, would be inherently unfair. This is not a practice we do not wish to engage in.
In addition, offering life-long product and parts replacement for all of our products would be financially unsustainable. We would soon be out of business if we adopted this policy.
So, unfortunately, for matters of fairness, safety, and general business practices, we are unable to provide the belts requested by Mr. *****, nor are we able to pick up the expense for the repair of his bread maker, for the reasons we provided above.
We certainly hope Mr. ***** will understand our explanation here and reconsider his complaint. We are confident that if he carefully reads and reflects on the facts and reasons we have given him in our response, he will arrive at a different conclusion in this case.
Mr. *****, thank you for your time in reading and listening to our explanation. We hope to keep you as our customer for many years to come.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
In a recent telephone conversation with Zojirushi America Corp customer service, a representative clearly told me that I could drive to Torrance, California from Palm Springs, Califonia and that the repair facility WOULD REPLACE THE BELTS WHILE I WAITED IN TORRANCE thereby avoiding shipping costs. This shameful denial of availability of parts is a gross misrepresentation of the facts. Now was she, the Zojirushi rep lying or is the respondent to this complaint lying? I spoke to them DIRECTLY and they offered this option which involves a six hour drive. If Zojirushi was sincere in its response it could easily have offered a discounted replacement machine to compensate for what appears to have become an intentional obfuscation of the facts. I have posted this experience online in several places acknowledging Zojirushi' s good products but for this design flaw and untruthful approach to this complaint. Yes the machine was from 2004 BUT was not used for many years and even then, lightly. The design flaw and what seems to be a cover-up of this flaw by denying parts availability can be my only conclusion. The RUBBER belt is located directly beneath the HEATING/BAKING element separated only by a highly conductive metal plate.