Does Keurig Replace Broken Machines?

does keurig replace broken machine

Keurig is highly popular for its rapid, uncomplicated, and user-friendly coffee makers. Therefore, it's extremely annoying when these devices cease functioning and require fixing. Consequently, if your Keurig starts to falter, you may start pondering, could I possibly return this device? “Will Keurig substitute a malfunctioning machine?”

Keurig often replaces broken machines under certain conditions. Usually, if the device is within the warranty period and the damage didn't happen through abnormal use or user error. A warranty comes with every Keurig machine and will provide the details for that specific model. 

Keurig provides warranties for all of its products. This warranty typically covers defects in materials and workmanship when the appliance is used according to the company's guidelines. It's important to note that not every problem will be covered under warranty, and some issues might arise from user error or lack of maintenance. Always refer to the product's specific warranty terms and contact Keurig customer service for assistance with any malfunctioning machine.

Related: Curious about how Keurig got its start? Read our guide detailing the history of the coffee giant here.

What Can Cause a Keurig Machine to Break

Keurig machines, like all kitchen gadgets, can sometimes run into issues. This is especially true if you neglect routine maintenance like descaling or if it goes through heavy use, like in a busy office. I know the Keurig machine at my work got near-constant use with the stream of nurses and techs going in and out, so it was a chore to stay on top of cleaning it to keep it working as we needed.  A few things that can cause a Keurig machine to break include:

  • Accidents – Keurigs are mostly made of plastic. So dropping your Keurig or bumping it too hard can damage internal parts. Always handle your machine carefully to avoid unnecessary mishaps, and set it away from the edge of your table or counter.
  • Age – Like people and pets, when your Keurig machine gets older its function can decline. 
  • Electrical Surges – Sometimes, unexpected surges in power can damage the machine's electronic components. 
  • Foreign Objects – Tiny pieces of debris, like coffee grounds or even a piece of a K-cup, can sometimes find their way into areas they shouldn't be, causing blockages or damage.
  • Improper Storage – Storing your Keurig in a very cold or hot place can cause parts to warp or malfunction.
  • Manufacturing Defects – On rare occasions, there could be a flaw in the machine when it's made, which might cause issues down the line. 
  • Mineral Deposits – If you use hard water in your Keurig, minerals can accumulate and block the water flow, causing it to malfunction. 
  • Overheating – Just like a computer, if your Keurig machine gets too hot, it could stop functioning. 
  • Poor Maintenance – Not cleaning your machine regularly can lead to clogs, mold, or other issues. 

Related: Keurig not working after descaling? Read our fix-it guide here.

Keurig Warranty Explained

CC: Photo by Amy Hirschi on Unsplash

Since it's such a large company, it makes sense that Keurig would offer a decently extensive warranty. After all, if something happens to your beloved coffee maker, you want it fixed and back as quickly as possible. The basics of the warranty are: 

1. Coverage Period

Keurig offers a limited warranty for its products. This means the warranty is only valid for a specified period from the date of purchase. However, the exact duration of this warranty ranges, so you might need to check the product's manual or the official warranty terms that come with your coffee maker for specific timeframes.

2. Warranty Terms

Keurig's limited warranty commits the company to repair or replace a defective machine. They'll do this at their discretion, deciding whether a repair or replacement is more appropriate for the situation.

3. Geographical Limitation

The warranty currently applies only in the United States and Canada. This implies that you're eligible for the warranty if you bought your Keurig machine in these countries. However, if you move or use the product outside these territories, you might not be able to claim the warranty. You can contact customer service to get a specific answer for this condition. 

4. Types of Issues Covered

The warranty specifically covers defects in materials and workmanship when the appliance gets operated in compliance with Keurig's written instructions. So, Keurig has got you covered if the machine malfunctions due to a manufacturing error or if there's an inherent flaw in the materials used. However, it's important to note that issues arising from misuse, accidental damage, or not following Keurig's instructions may not fall under the warranty's protection.

5. Options for Defective Machines

If you have a machine that falls under the warranty terms, Keurig will either:

  • Repair the machine without charge, or
  • Replace it with a comparable model.

In a nutshell, Keurig stands behind its products and offers a limited warranty to reassure customers of their purchase's quality. However, as with all warranties, it's essential to keep your purchase receipt, read the user manual for proper usage instructions, and be aware of the specific terms and conditions to avoid any surprises down the line.

Steps to Get a Replacement if Your Keurig Machine Breaks

If your Keurig machine breaks and you believe it's under warranty, here's what you should do to help you get a replacement:

  • Check the Warranty Period – Ensure your Keurig machine is still under warranty before anything else. The warranty duration is in the product's manual or on Keurig's official website.

  • Gather Necessary Information – There are a few critical pieces of information you'll want before you chat with a customer service rep, and they are: 
      • Purchase Receipt – This acts like a proof of purchase and will have the purchase date on it to help prove you're inside the warranty period.
      • Model Number – This can be found on the bottom or back of the machine.
      • Serial Number – This is often located on a sticker or engraved on the bottom or back of the machine.

  • Contact Keurig's Customer Service – You can contact Keurig's customer service via phone, email, or their website. It's often best to call so you can explain the situation directly. Have your machine's details (model and serial numbers) and purchase details handy.

  • Describe the Issue – Carefully tell the agent what problems you're having. If possible, remember when the problem started and go over any troubleshooting tips you already took. The agent may ask you to go through a few more troubleshooting steps to try and fix it without having to replace it.

  • Follow Instructions – If Keurig decides you have a defective machine and they'll send you a replacement, you should do what they tell you. They'll give instructions on returning your Keurig, and you may have to pay shipping costs. This will depend on your warranty's terms and the defect's nature.

  • Get Your Replacement – When Keurig gets and looks at your defective unit, they'll send you a replacement. Depending on stock availability and the warranty, this can be a refurbished or new unit.

  • Keep Records – Save any emails, chats, and tracking numbers linked to the replacement process. You want a record in case you have more issues.

  • Setup and Test – Once you get your replacement coffee maker, set it up according to the instructions and test it to ensure everything works fine.

One important thing to note is that if you bought your Keurig from Costco instead of online or from another vendor, you could return it at any point with a much faster return process. 

Related: Not sure which Keurig model you have? Check out our helpful guide here.

Others’ Experiences with Keurig Customer Service

Over the years, customers have shared their experiences with Keurig's customer service on platforms like Reddit and Quora, especially concerning repairs and replacements. Feedback is mixed. Many praise the company for swift response times and the ease of receiving replacements, often without returning the defective unit. They also appreciate the knowledgeable representatives.

However, not all experiences were positive. Some criticized the shipping costs for defective returns. A few mentioned receiving refurbished replacements instead of new ones, leading to dissatisfaction. Others noted that replacement units sometimes had recurring issues. And while many found Keurig's response times commendable, a handful felt they waited longer than necessary.

Tips for Prolonging the Lifespan of Your Keurig

CC: Photo by John Schnobrich on Unsplash

Maintaining your Keurig can extend its lifespan and ensure you continue enjoying your favorite brews for a long time. Since I use my Keurig often, I make a point to clean it religiously on a schedule. This way, I can quickly catch issues and address them before the machine breaks. A few tips to make your Keurig last longer include: 

  • Descale Regularly – Over time, minerals from water can build up inside your Keurig, affecting its performance. Descale your machine every 3-6 months using a descaling solution or white vinegar to prevent this buildup. Also, using filtered water can reduce the amount of mineral buildup, leading to fewer descaling sessions.

  • Never Run Without Water – Running your Keurig without water can overheat the machine and damage its internal components. Always ensure there's enough water in the reservoir before starting a brew.

  • Clean the Pod Holder and Drip Tray – Coffee grounds and debris can sometimes get stuck in the pod holder. Regularly remove and rinse it to ensure a clean brewing pathway. The drip tray can overflow if it's not emptied periodically. Check and empty it every few uses to avoid any mess or potential damage.

  • Schedule Regular Maintenance – At least once a month, run a water-only cycle without a K-cup. This helps clean out any residual coffee or tea lingering in the machine. Additionally, if your Keurig model has a water filter, ensure you replace it as recommended.

  • Avoid Using Damaged K-Cups – Yes, it’s heartbreaking when a perfectly good K-cup gets damaged, but using damaged or malformed K-cups can affect the brewing process and potentially harm the machine.


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