SAN LORENZO, Calif. (KGO) -- When a product breaks down during the life of a warranty, you'd rightfully expect that warranty to be honored, but that's not what happened to one local man. This is the story of a company that sold an extended warranty, but then wouldn't stand behind its provisions. It is also the story of a man who hangs on to his paperwork.
Bryn Williams purchased a Healthmaster blender he saw in an infomercial. That infomercial was so popular you can still see it on YouTube.
"The Healthmaster is the biggest breakthrough in kitchen appliances in decades," the commercial starring Montell Williams proclaimed.
One day that breakthrough just plain broke down.
"It won't start," said Williams. "That's the whole problem. The lights will go on, but no motor."
Williams didn't worry too much. He dug through his old warranties and found the five-year-old receipt for the blender along with the seven year extended warranty he purchased.
"I put the receipt inside the instruction book, the warranties same thing," Williams explained.
He had paid an extra $30 for that warranty which was still two years from its expiration.
So he called Tristar to file a claim.
"They said, 'Well, we haven't got any of those blenders, so we'll sell you a refurbished one for $75.'"
Bryn said the warranty specifically called for "repair or replacement of the product. If a repair is not feasible, a refund of the purchase price."
"I threw up my hands in disgust," recalled Williams. "And several months later, I think my daughter suggested, 'Why don't you call the TV station?'"
He contacted 7 On Your Side and we contacted Tristar. Within a day, Tristar had promised to send him a new blender and it did.
"I think it is better. I think it's quieter, more powerful and a little smaller," Williams said.
Williams is grateful he is now a 7 On Your Side success story. He said our service is "real good. I don't want to use [the] service again, but if someone needs to, I recommend it."
We called Tristar for comment, but it did not return our calls.
7 On Your Side helps East Bay man with warranty issue
A local man bought an extended warranty five years ago but when he filed a claim, the response wasn't what he expected.
7 ON YOUR SIDE