We could not have been happier in the first two weeks of owning this unit - it's fast, easy to use, and makes a pretty decent cup of coffee. During that time, I decided to donate my other brew coffee machine to the Salvation Army since I just knew I wouldn't need it. In fact, I was so happy, I bought my parents one as a Christmas present too!
By New Year's Day, the machine started exhibiting faults, where it refused to draw water from the tank and shut itself off sporadically. With no signs of an airlock or blockage, it had all the hallmarks of a software problem with the unit, and I started to feel the same panic as when the computer system in my car freaks out. I searched online and the forums had many disgruntled users with the same problem and no solution other than a replacement.
Next, my parents' unit blew up with a similar problem. Their machine seemed to take up to five minutes to heat up a cup of water, even though it was fine originally (normally takes about 45-60 seconds). They called Keurig and have received a replacement unit which hasn't melted down so far.
By the time I called Keurig, their tech department is so overloaded with calls that they're now quoting a two business day response time, after being kept on hold for some period. I'm still waiting for that call back, but I suspect this machine may be finding its way back to the returns department at Costco. The call center people are less than helpful, and I can't think of any major electronic retailers who can't get back to customers within two business days.
Overall, I wish Keurig would fix the clear quality problems they're having and - failing that - fix the technical service. It's annoying, since the system works well and I feel like I've been given a great toy and had it taken off me straight away. It must be what Conan O'Brien feels like. Anyway, leaving customers without coffee, especially those who discarded their old machines, just makes them kind of difficult and touchy, especially before noon. *Grrr*