After being referred to them by the Braun customer service center, I took my six-month-old coffee maker to them so that they could order a new drip stop (the plastic contraption that is under the basket).
I was informed that they would call me in a weeks' time once they had looked at it. One week came & went without a phone call; I contacted them and was told they hadn't looked at it. I was again promised a call, which never materialized.
I contacted them again a full week after being promised a call and was told that they had ordered a new heater assembly! I informed them that I didn't need the aforementioned, but needed a drip stop! I was advised that they would look into it & it would be another week. (No apology offered.)
I then called back a short time later to ensure that they were indeed looking at my coffee maker; they hadn't even checked the claim ticket number! "Oh, I had your coffee maker confused with another one ..." (No apology offered.)
Finally, I did receive a call yesterday informing me that my coffee maker was ready. During this whole three-week process, I never received any sort of "I'm sorry we didn't call you," etc. whenever I called. They were very short on the phone & acted like you were annoying them.
I understand that Braun has another service center in the area & if I ever have another problem with my coffee maker, you can bet that I will go there instead!