"We owned a Sunbeam heated mattress pad that malfunctioned. The following describes what occurred when we tried to get help/service from Sunbeam.

The process was so poorly handled that Sunbeam has lost my business permanently. I've already bought a replacement product from one of their competitors.

I value customer service, particularly post sale and this was completely bungled. I tried phoning numerous times and at every call got a recorded response indicating the have high call volume, can't take my call, click, disconnect. Rude.

I gave up and used the online form and didn't get a response for over a week. The person responding ('Cynthia') apparently didn't read the information I submitted on the form and pasted in the wrong list of questions into her response. I did my best to interpret them and provided clear photos to answer each.

Another week passed before I got a response asking for the same information but this time 'blanket' had be replaced by 'mattress pad'. I asked if she had received the email with the pictures because all the questions were addressed back then. Three more days passed and she responded that the required information had not been provided. I then re-sent one of the pictures I had sent 12 days earlier. Five days later she replied that was "exactly what I was looking for to document the warranty". Yes, one of the pictures I had sent 17 DAYS BEFORE that.

After all this, it turns out the mattress pad is out of warranty AND their 'repair' prices are higher than the cost of buying one of their new products which, as indicated above, I will not do.

In short, it took Sunbeam OVER A MONTH to determine something that could have been resolved with a 5 minute phone call."