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Lifetime warranty on all PC products?

Discussion in 'Products and Tips' started by RossDeb2, Sep 22, 2010.

  1. RossDeb2

    RossDeb2 Advanced Member Gold Member

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    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?:confused:
     
    Sep 22, 2010
    #1
  2. wadesgirl

    wadesgirl Legacy Member Gold Member

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    I've had people tell me this before also but I've never seen anything to confirm it.
     
    Sep 22, 2010
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  3. lesliec

    lesliec Senior Member

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    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.
     
    Sep 22, 2010
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  4. Tropicalburstqt2

    Tropicalburstqt2 Veteran Member Gold Member

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    That's only the case if they were the host.
     
  5. cookingwithlove

    cookingwithlove Veteran Member Gold Member

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    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.
     
  6. Jolie_Paradoxe

    Jolie_Paradoxe Legacy Member Gold Member

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    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.
     
  7. wadesgirl

    wadesgirl Legacy Member Gold Member

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    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!
     
    Sep 22, 2010
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  8. Jolie_Paradoxe

    Jolie_Paradoxe Legacy Member Gold Member

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    LOL....nice try. Gotta give her credit for trying, right?:rolleyes:
     
  9. Becca_in_MD

    Becca_in_MD Senior Member Gold Member

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    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.
     
    Sep 22, 2010
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  10. BethCooks4U

    BethCooks4U Legacy Member Gold Member

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    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

    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.
     
    Sep 22, 2010
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  11. Chefgirl2

    Chefgirl2 Veteran Member Gold Member

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    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.
     
    Sep 22, 2010
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  12. esavvymom

    esavvymom Legacy Member Staff Member

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    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).
     
    Sep 22, 2010
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    IgelSP likes this.
  13. Mimi

    Mimi New Recruit

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    My 1999 Product Catalog has a clause on the "New" Stoneware page saying PC is so confident about the stonewear that they warrant it for 3 years with the original receipt. My bar pan came out of the cabinet tonight, so I dug up my original receipt hoping it was a lifetime warranty. The product catalog was in the folder with it. :)
     
    May 18, 2016
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    IgelSP likes this.
  14. ShellBeach

    ShellBeach Senior Member

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    Ditto on this.
    I've had people get pissy with me about receipts ("Who saves THOSE???)
    Or, they don't remember the consultant's name or even the host's name ("My friend dragged me to the show and I don't remember anything").

    One woman argued about a mini spatula with a wooden handle - so it had to be about 20 years old, haha.
    I finally said, look - I'm sorry if the consultant said lifetime warranty on everything, but it doesn't pass the common sense test.
    What company is going to offer such a warranty on $4 items & stay in business?

    After griping that the price had gone up, she bought a replacement, full price.
     
    May 21, 2016
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  15. scottcooks

    scottcooks Senior Member Gold Member

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    If it seems too good to be true, it probably is. That being said, be the professional. Politely refute their claim, and state that every product is GUARANTEED, and that our Lifetime Guarantee products are our cookware and our forged cutlery. Remind them that Pampered Chef is in the business of selling kitchen equipment, not replacing what was once bought. We love our customers, but we don't gift eternal replacements - that wouldn't be prudent business! (There is no way the Zyliss garlic press or the Anchor Hocking batter bowl originally sold, or the SuperSwat had a lifetime guarantee!)
     
    Jun 5, 2016
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    IgelSP likes this.
  16. otisbg

    otisbg Veteran Member Gold Member

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    I will always listen to their concerns first and see if there is something I can do, then I readily give them Home Office number since many do not have receipts or host name or consultant name. I also realized that many are mixing us up with Tupperware??? that does offer a lifetime replacement. After 8 years I have heard and seen many consultants offer outlandish "specials" to get sales too!
     
    Jun 9, 2016
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    raebates likes this.
  17. mspibb

    mspibb Advanced Member Gold Member

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    I just had someone show up at a booth and say she bought a stone from a co-worker who brought a catalog from someone's show. She thought August of 2013 and she just opened the box and it was broken! She wanted me to get her a new one. She paid cash, no receipt, didn't know the host name (and her coworker has had a stroke and can't talk!!) I actually emailed her name and the coworker's to PC. They had no record of either person ever ordering. She got huffy with me and started bad mouthing PC. I said Target wouldn't replace something under those circumstances! I offered to buy her one if she wanted to have a show and she informed me she wasn't interested, and besides, her co-workers didn't have any money, they all do drugs and live in their cars!
     
    Jun 23, 2016
    #17
  18. raebates

    raebates Legacy Member Staff Member

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    Wow, mspibb, that's one of those no-win situations. She was looking for a freebie. And even then she probably wouldn't have been happy.
     
    Jun 24, 2016
    #18
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