It is sad when something you like, something that works well, gets cracked. Our Rival Smart Crock Pot insert fits that profile exactly - including the cracks. No one knows how this happened. It just did. Sad, no? We have two crock pots and the other one is older, smaller, and also dumber.
I discovered the condition of the insert early in March. I telephoned the maker of our injured appliance after looking on line to see if there was a replacement insert and it appeared to be out of stock. After looking for himself, the customer service rep told me that the insert was unavailable at that time. (I knew this) It should be available for ordering in about 3 weeks, he said.
I put a note on the calendar to try again and forgot about it until today. I had saved the serial number of the crock pot and the serial number of the insert from the previous call. This might shorten the process, one would think. But, no. My call was placed on what appeared to be terminal hold.
When the person came back to the other end of the line, she apologized profusely. Not for the length of the hold, mind you, but for the fact that the replacement for my crock pot insert is no longer manufactured. She also apologized for my not having been told this when I called back in March. She did not know why it had happened but she had an idea how to remedy the matter.
She is having a whole new appliance sent instead of just the insert. Would I mind that the insert is a half-quart larger than the broken one? Uh, no I wouldn't mind.
It ships in 7-10 working days and a tracking number will be emailed to me.
I told the young woman that I found the whole thing a generous response to my problem. She seemed happy about that.
I know I am . . .