I bought an unused, open-box Eureka espresso grinder. When it arrived it was very clean and had all the original parts and was unused. But the motor didn't turn unless I started it turning by hand. That is a classic problem with motorized devices that have a bad start capacitor circuit. I made a video of the grinder not working until I started it by hand and emailed it to them after hours. My email asked for a new grinder at the open box price for my trouble. I got a reply from a real person hours before their stated opening time the next day. But the reply had a silly suggestion on how I might get the grinder working which made me think they hadn't watched my video. It also said they don't normally replace an open box item with a new one. I replied that their suggestion was silly and asked if they watched the video. Soon after I got a reply that they were sending me a new grinder at the same price. A week later I had the new grinder and it worked great.