Lifetime warranty on all PC products?
Lately, I've come across quite a few customers telling me that, years back, pampered chef offered lifetime warranties on stoneware, the garlic press, the can opener, etc. I even had one former consultant tell me that this was true, that years ago, the lifetime warranty did exist on these products. I've called head office and was assured that this info is incorrect, that there were no lifetime warranties on items other than some cookware and knives. How did you/should I handle it with the customer? It was suggested that perhaps a consultant may have offered this lifetime warranty on his/her own, going against PC policy. Trouble is, now I am dealing with it. The customers don't have the receipt to back up their claim. Would you offer customers a bit of a discount on their purchase of a new item or would you just tell nicely that this is the way it is?
I've had people tell me this before also but I've never seen anything to confirm it.
I'll just tell you that people get confused. I had one lady at a show tell me that after you make one purchase, all of your purchases are 10% off for a full year..... um, no!!! people hear and believe what they want to. I would gently say that this may have been something offered by an individual consultant, but it was not by the company. If they are looking to add to their collection, then ask them if they would like to get their friends together for a cooking demonstration.
That's only the case if they were the host.
Quote by lesliec
I have heard this before as well and I let them know that only certain items have a lifetime warrenty and for the warrenty to valid they need to know where and when they purchased this item. A receipt would be helpful. This way we know you are the true owner of a product and you did not pick it up broken at the Good Will. If you are unclear as to what has a lifetime warrenty, you can call the home office. It is my understanding the stoneware was never a lifetime, but the knives in the sharpening cases were. They are different than the ones we sell now.
I'd tell her that the company requires a receipt for any type of adjustment. That it is a way for them to confirm when they purchased the item and verify what guarantee was offered. Let the customer know that you'd be happy to try and help if she can find the receipt. Otherwise, she will have to call Home Office directly as they will know what options are available. This way, you have tried to help and are allowing HO to decide what to do with the problem. They do have more options than we do.
I would not offer a discount as it is not your mistake and you will be opening yourself up to future expectations. Do mention that she can easily update her kitchen tools for free by hosting a show.
I had someone tell me once that the "Booking" benefit meant that any show she went to as a past host, she got the booking benefit! Even shows that weren't booked off hers!
Quote by lesliec
LOL....nice try. Gotta give her credit for trying, right?
Quote by wadesgirl
People only hear about 25% (if you're lucky) of what you say at a show. So you say "lifetime warranty" and they think it applies to everything. Past host discount - they think that's lifetime, too. Have them call HO rather than you getting caught up in it. I wouldn't even say anything about helping them if they have a receipt. They'll just get pissy with you. And certainly no discount.
I've had past hosts confused about that too even though I make a point of saying to them that the date of the bookings have to be on my calendar before we send the show in for her to get the benefit. Some still don't hear it. lol
Quote by wadesgirl
I also had a host tell me that she had a $170 show in the past and she got way more benefits then that level shows (I think she said $60 free and 2 half price items) and wanted to know what I did with them. She said she was reading what she got for free and half price off and what the guest sales were of the receipt. I know the consultant who did the prior show and I know for a fact she didn't give deals like that - EVER. I even had her look at the chart in the catalog and assured her that the benefits were the same at her last party as that consultant and I started our businesses at about the same time. Makes you wonder if they think we are really stupid. ...or, they think we get huge discounts/commissions and should be sharing with them.
Whoever told you that only the knives and cookware had lifetime warranties was completely wrong! According to my 2002 Fall/Winter catalog the Stainless Steel Whisk, Twixit! Clip Combo Pack, Easy Clean Kitchen Brush, Cheese Knife, Self Sharpening Knives(now honing & 5 yr), Bread Knife, and the Generation II Lids all also had Lifetime Guarantees.
These changes to policy after the fact are driving me nuts!
Pampered Chef have never offered a Lifetime warranty on everything. When I started the Batter Bowl had a 10 year warranty, but we didn't start adding the warranty in the catalog until 2002. The furthest back I could find a PIG was 2007 and luckily it had some 2005 cookware info!
I think HO needs to train their reps on what was guaranteed and when it changed. Because according to the Product Informaion Guide in 2005 the Professional Cookware said absolutely NOTHING about nonstick aresole sprays voiding the cookware warranty. Here is are parts of a section that I found today in an old Product Information Guide file:
4-Piece Set with Bonus Nylon Tool Set COOKWARE --
Professional Cookware PROFESSIONAL
2760 4-Piece Set with Bonus Nylon Tool Set Lifetime guarantee...
USE AND CARE
Using Your Professional Cookware
Before use, hand wash using hot, soapy water and a nonabrasive sponge or cloth.
Medium to medium-high heat settings are recommended for most recipes. High heat should
be reserved for stir-frying, boiling, or reducing liquids.
The need for nonstick sprays is reduced when cooking with our Professional Cookware. For maximum durability of the Dupont™ Autograph® coating, use of nylon, bamboo or wood utensils is recommended to prevent marring of the interior surface. Avoid using knives or other sharp metal objects in hard-anodized cookware.
...it goes on, but I need to stop.
It says the need for such sprays is reduced. Not, using such sprays will void the warranty. I believe HO is right to refuse cookware that was abused - as long as they honor the warranty that came in the box at the time of purchase.
That would actually be very handy - if they kept a warranty file or database of some sort. They could have them searchable by product name or keyword. Have things listed that are 3 yrs, 5 yrs, Lifetime, and if there were other warranty periods, those too (like the 10 yr mentioned). List when they were discontinued (if they are still within their warranty period). After enough time has lapsed from when they were no longer sold and the listed warranty, then they should drop off the list.
At least that way, even if a customer miraculously is as anal as I am and did save every PC receipt they ever had (yes..I have a file in my cabinet just for them over the last 12 yrs - BEFORE I signed), you'd still need to know what the warranty was on the item in the first place.
But yes- adults can be just like kids...we hear ONLY what we want to hear and nothing else. (Or read or not read, as the case may be).
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