I got one back in January. It worked fine for just a bit more than a month. Then the temperature started fluctuating. I have it set to heat the water up to 205F. It might get up to 202 and then instantly drop down to 186. So of course it keeps heating. It bounces up and down every couple of seconds until it happens to bounce above 205 at which point the kettle will turn off unless you've got it in the "hold" mode. If you have hold turned on and the temperature bounces around and stays low it just keeps heating the water which of course starts to boil. Basically, the kettle is unusable.
I sent email to the Bonavita customer support address and was told to fill out the warranty problem report page. When I tried to do that the web server told me there was too much data and refused to accept my claim so I emailed all the information it was asking for to the customer support email. The next day I get a reply saying the web page had been fixed and I should enter all my info again. Too bad Bonavita doesn't have representatives who could work with customers when they have issues like that rather than making the customer flail away at it. Anyway, I typed it all in again and this time the web page worked.
That was three working days ago and supposedly this can take up to five days so I'm still stuck with an unusable $100 electric kettle and no idea what Bonavita is going to do about it. When it worked the kettle was really nice, but customer support clearly isn't Bonavita's strong point.
I just had my kettle replaced about two weeks ago. I found the distributor (who handles the warranty claims) to be friendly but the process dragged out since there were multiple e-mails back and forth and responses from their end would take a day or two. That being said they honored the warranty and sent a new kettle as a replacement (opposed to a refurb). In today's world, I was pretty happy with the overall experience.
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