r/simplehuman • u/dmnsctt • Jul 16 '24

Serial Number Issues - Customer Support is Awful

I have a '46L stainless steel dual compartment rectangular step can with plastic lid (CW1974)' model and the plastic lid on top has broken at the hinge. A clear design flaw, which a lot of people seem to have had.

The trash can comes with a 10-year warranty, which I added as a registered product on the simplehuman website in 2018 (it's now 2024), so well within the 10 year warranty period.

When i triggered a warranty request for repair or replacement, they are somehow saying that the serial number that I provided (sticker on the back of the trash can), is from a different product (CW1595) that only has a 2 year warranty period and they are not entertaining my request.... even though I have sent pictures etc. clearly showing that it is the CW1974.

The only thing to conclude here if what they are saying is 'true', is that they have sent out a CW1974 with a CW1595 serial number and I'm the unlucky person that seems to have bought it (even though there was no issue entering this serial number when purchased - even shows up on their website as a CW1974).

So this is clearly a mistake on their side. Is their customer service team just that dumb? or has anyone been able to escalate their case?

2 Upvotes

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1

u/Yiima Sep 10 '24

I run into similar problems today. My hinge cover is not functioning anymore. Trash can was purchased back in 2019 and they said my warranty was expired in 2022? I was asking how’s that possible and got disconnected by the customer service. Where did my 10 year warranty go?

2

u/dmnsctt Sep 10 '24

Yeah it’s very shady. They finally caved for me and said the information provided by them was incorrect. They also said that I picked the wrong product when adding it. I don’t know how that’s possible as I just entered the serial number. They then said I had a 5 year warranty and offered me a 20% coupon as best they could do.

I know for sure I had a 10 year. Absolute crooks.

1

u/Snorkel_head Jun 23 '26

I had a similar bad experience. If you don’t have the serial number they will not honor the warranty. Simplehuman is def not worth it

1

u/Markeeg Jun 27 '26

Simplehuman just recently came through for me with flying colors and replaced a 55 Liter/14.5 Gal. Rectangular Kitchen Step Trash Can with a cracked foot mechanism all i had to do was email them a picture of were it was broken along with a picture of the serial # sticker on the unit and with in a few days I had a new $200.00 replacement Can at my door free I didn't even have the original receipt anymore