Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Unfair and disappointing customer service

My kettle does not have a foul odor, but the automatic off switch is broken, causing it to mysteriously boil water or heat up on its own. The customer service email was not helpful at all, and the 1-800 number never picks up - I had to leave a message. When they eventually called me back (a somewhat impatient rep, I may add), they offered no actual help except that I would have to return the product - shipping would be on me (this seems extremely unfair as the product is broken). Also, I would only get a new kettle after they receive mine, and after reading the reviews it seems as though I would rather have one with a faulty off switch than a foul odor. I called back (with my order #) to further discuss the issue, and they never returned my call. I don't plan to place another order with Jura Capresso again, which is a shame because on the surface the kettle appears so promising.