Large Bar Pan Cracked in Oven - Troubleshooting Tips for Customers

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Discussion Overview

The thread discusses a situation involving a customer whose large bar pan cracked while under the broiler. Participants share their thoughts on how to address the issue, including product adjustments and customer service approaches.

Discussion Character

  • Opinion-based
  • Anecdotal
  • Debate/contested

Main Points Raised

  • One participant mentions that stoneware is not supposed to be placed under the broiler.
  • Another participant expresses uncertainty about the use of stones in the broiler.
  • One participant, identifying as a consultant, suggests processing a product adjustment if the pan was purchased through them.
  • Several users discuss the implications of the warranty being voided if the product was used improperly.
  • One participant shares their experience of having customers with broken products past the warranty period and how they handled it.
  • Another participant suggests that offering a discount on a replacement could enhance customer service perception.
  • One participant expresses surprise at the broiler usage and acknowledges the need to read the use and care instructions better.

Areas of Agreement / Disagreement

Views differ on whether to offer replacements or discounts, with some participants advocating for customer service gestures while others emphasize the importance of adhering to warranty guidelines.

Contextual Notes

Participants share personal experiences and opinions regarding customer interactions and product usage, reflecting a range of approaches to handling warranty issues.

Who May Find This Useful

Consultants looking for insights on managing customer service situations related to product usage and warranty concerns may find this discussion relevant.

pampchef.angel
pampchef.angel
Messages
176
Have a customer who purchased the large bar pan back in Sept. 08 and tonight it cracked in the oven under the broiler...what can I do for her?
 
Hate to say it, but stoneware isn't supposed to be put under the broiler...
 
  • Thread starter
  • #3
Totally what I was afraid of...thanks anyway!
 
Not sure if we're supposed to use the stones in the broiler...

You need to do a product adjustment....was it bought with you? If so, then you simply process the adjustment online....if not, you'll need to call Solution Center and have them submit the adjustment.
 
Is it a good customer? Did she really tell you it was under the broiler? What do you think you should do?
 
  • Thread starter
  • #6
She's a friend of my sister in law and she hasn't approached me about it yet - I actually just saw her post on Facebook and thought I'd do some research to see if I could offer anything for her, and also thought it would be able to have an offer like that seen on Facebook...I trust that she really did.
 
:angel: Ask her to buy a new one?
 
Michelle's got the right idea....contact and let her know you're sorry to hear about her stone. Let her know that she can contact HO, and provide her the number. Then send her your website, if it's up and running, or offer to submit her order with a show you're closing...it'll save her on s&h costs.
 
If you replace it and she sees what a great service you give to your customers, she might order another size to thank you or maybe have a party..... play it smart!!!!
 
But if it cracked under the broiler, the warranty has been voided.

But I agree, you can ask her if she wants to buy a new one!
 
Cases like this, where I know the guarantee has been voided, I have the customer deal with HO. Give them the number to customer service and have them call. Then, if the customer decides to withhold info (or give HO misleading info) about how it broke, that's their decision alone and you aren't party to it.Never, never, never pay for all of a replacement yourself. HO has determined appropriate guarantee periods for the products, and have indicated how to take care of them with the use and care. Why should you have to spend your own money to replace it? If, however, it's a good customer, you can offer a small discount (10%) on a replacement. Or see if you can book a show with them so they can replace it for free with their host benefits.
 
I agree with CheffAnn. Don't replace the product for her (I know she hasn't asked), but don't offer. If people can't read the use & Care guide, it's not your responsibility. There isn't so much information in those U&Gs that it's not manageable for an adult to RTFM :D. Anything less, and they risk voiding the warranty....But if you offer her a discount- that could give a good customer service halo over your head. :angel: and she may come back.I've got several upcoming-hosts who have had products broken/mangled, etc and they are past the warranty. I didn't make any indication of being able to help them once they realized it was past their warranty, but they are hosting a show (because I said..."You can host a show and get those products and more for free or discount though!) and they are :thumbup:
 
esavvymom said:
I've got several upcoming-hosts who have had products broken/mangled, etc and they are past the warranty. I didn't make any indication of being able to help them once they realized it was past their warranty, but they are hosting a show (because I said..."You can host a show and get those products and more for free or discount though!) and they are :thumbup:
Click to expand...

I have someone who hosts a show everytime she (or her kids) break something. She has done 3 shows in the past 1 1/2 years. I love wild kids....as long as they are not mine! lol
 
wow I've never known that stones can't go under the broiler! yikes.. guess I should read the use and care better..:o:blushing: I've had stones for years... guess I'll stop putting them under the broiler! good luck, sounds like this could turn into a customer possibly.
 

Frequently Asked Questions

What should I do if my Large Bar Pan cracked in the oven?

If your Large Bar Pan has cracked in the oven, first ensure that it has cooled down completely. Avoid putting a hot pan in cold water, as this can cause thermal shock. Once cooled, inspect the crack to determine if it affects the pan's usability. If the crack is minor and does not compromise the cooking surface, you may still be able to use it. However, if the crack is significant, it's best to discontinue use and contact Pampered Chef customer service for further assistance.

Can I still use my Large Bar Pan if it has a small crack?

What causes a Large Bar Pan to crack in the oven?

Cracking can occur due to several reasons, including sudden temperature changes, using the pan on high heat settings, or placing a cold pan directly into a hot oven. To prevent cracking, always preheat your oven before placing the pan inside and avoid drastic temperature shifts. Additionally, ensure that the pan is not in contact with any cold surfaces while hot.

Is my Large Bar Pan still under warranty if it cracked?

Pampered Chef offers a warranty on their products, which typically covers defects in materials and workmanship. If your Large Bar Pan cracked due to a manufacturing defect, it may still be covered under warranty. To check your warranty status, refer to your purchase receipt and contact Pampered Chef customer service for guidance on how to proceed with a warranty claim.

How can I prevent my Large Bar Pan from cracking in the future?

To prevent future cracking, follow these tips: always preheat your oven before placing the pan inside, avoid sudden temperature changes, and do not use the pan on high heat settings. Additionally, avoid placing cold food directly onto a hot pan, and ensure that the pan is not exposed to extreme temperature variations. Proper care and usage will help extend the life of your Large Bar Pan.

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