"We will be glad to replace the kettle base for you, at no charge. It will be mailed out to you today...We're going to forward your photo to our manufacturer so they may investigate what could be causing this to happen. We're very sorry that you experienced this and thank you for your patience."
That's just plain old, really good customer service in action. Also, I love their catalogs which always include a lengthy history lesson like this one about Tea and Horse Trading.
