Adjusting a Cracked Baker - Online or Call HO?

[sfdavis918]

I had a customer call me about a cracked deep covered baker that she got last month. I want to do an adjustment online, but it seems like all the options are for when a show is just delivered. The only option that seems like a good one is "damaged during use or does not function properly." That one makes it seem like it is the customer's fault. She was just minding her own business when she heard a crack noise come from her oven. She looked and her baker was cracked.

Do I use that one, or should I call HO on Monday? Help!

 

[dianevill]

You can use that one. It doesn't sound like it's her fault at all.

 

[sfdavis918]

Thanks Diane. I went ahead and did that one.

Now I have a new question. They want the cracked one sent back to them. That is going to cost the customer an arm and a leg! Is there anything I can do about that? I'm not sure if it is just cracked but still together, or if a piece actually came off, so I will verify that tomorrow. Otherwise, maybe I should call HO and maybe just send back the lid or something? Anyone else deal with this?

 

[Geekgirl69]

I had a large pizza stone with handles crack on a customer in her oven last week. The man at HO I spoke with told me to just send a piece that weighs about a pound. You might want to just call and verify the same but I have heard that they usually just want a piece.HTH

 

[dianevill]

It doesn't even have to be a pound, just the size of your palm. My kids have fun watching me smash a stone that's been broken. I wrap it in bubble wrap and send it back in one of the smaller manilla type envelopes (9x5 maybe?). It usually costs $2 or so to mail.