Large Bar Pan Cracked in Oven - Troubleshooting Tips for Customers

[pampchef.angel]

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?

 

[sklay723]

Hate to say it, but stoneware isn't supposed to be put under the broiler...

 

[pampchef.angel]

Totally what I was afraid of...thanks anyway!

 

[Jolie_Paradoxe]

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.

 

[Chef Gilles]

Is it a good customer? Did she really tell you it was under the broiler? What do you think you should do?

 

[pampchef.angel]

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.

 

[ButterflyVioletta]

:angel: Ask her to buy a new one?

 

[Jolie_Paradoxe]

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.

 

[Chef Gilles]

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!!!!

 

[AnnieBee]

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!

 

[chefann]

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.

 

[esavvymom]

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 . 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:

 

[starrmarie]

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:

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

 

[Jess_K]

wow I've never known that stones can't go under the broiler! yikes.. guess I should read the use and care better..: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.