From:
Pat.
Question:
When plugged in and turned on preheating mode continues does not heat will not move on.
Response:
The problem Pat describes we see come up more often now with the 2.0 coffee machines. We were looking into this very issue today and from what we can work out there is no fix at this stage. It is not clear where the problem lies with this issue. It could be with the processor / logic board in getting itself court in a logic loop. It could be a fault in the temperature sensor or its connection. Or as we suspect perhaps an issue with the water pump.
Keurig have used the same logic processing as their classic machines in that the water is only heated if the correct amount is in the boiler unit. Before heating it looks at how much is in the boiler, compares this to what it requires, and either heats the water there or adds water, using the water pump, and then heats once the pump is finished.
From our experience with these pumps, and their lack of reliability, we suspect it’s this that is causing the issue and not the processor board or heating system (which have tended to prove reliable over the years).
Having said that, we are concerned at the level of LCD or screen failures with the 2.0 machines and wonder if there is more to that problem than just the screen itself being at fault. As we find out more with this fault, we may well find it’s the board itself and not the screen at fault.
However this is of no help to Pat. So our recommendation, which is the same for most 2.0 faults at the moment, is to get the machine replaced under the one year warranty. All they need is the machine’s serial number and your contact details. Don’t worry if you didn’t register the brewer with them when you purchased it or received it as a gift, this is NOT a requirement of the warranty process.
Also, do not accept as we read recently, where a customer had to pay for the return of a part before Keurig would send a new machine out. Sometimes they will ask for the K Cup portion pack holder to be sent back. This is not required and most people do not have to do this. And you should not be incurring any more cost or hassle than what you have already faced.
Keurig’s customer support team can be contacted, toll-free, on: 1-800-361-5628 (for Canadian residents). For those in the USA their number is: 866‑901‑BREW (866‑901‑2739).