Can Opener Not Working Under Warranty

[jsanderson0508]

Hey everyone! I had someone come up to me at a fundraiser who said they bought the Pampered Chef can opener a little less than a year ago and they loved it while it was working, but just recently it has stopped working. He said it just won't open the cans, it will leave a mark but not go through the metal all the way. He doesn't know who the consultant he bought it through was so he asked me if I knew if it would be covered under the 3 year warranty and what to do about it.

I'm still a fairly new consultant, so I've never had to deal with replacing something under warranty, and I couldn't really find an answer on the website anywhere (maybe I just didn't know where to look lol). Does anyone have any suggestions on how to handle this? I would love to be able to help him out since he loves Pampered Chef products and goes to my church, so he could be a potential lifelong customer, I just have no idea where to even begin. Thanks in advance!!

 

[pchockeymom]

Since he bought is so recently it is still under warranty. The best thing to tell hiim is the number to PC. Customer Service will be able to look up his info based on his name and the state the show was in when he bought it. I would let him know that "I'm really new so I asked what the best way to handle it for you is and was told that all you need to do is call our Customer Service. The number is 888-OUR-CHEF. Since you don't have your receipt and can't remember the person who sold it to you, they will know what to ask you to find your order. Then they'll tell give you instructions on exchanging it for a new one. It's still under warranty so it won't be difficult at all!"

 

[ShellBeach]

That's excellent advice ^

Don't get in the middle of doing the adjustment for him, no matter how much you think it will be impressive customer service, unless he is right there with you and you can hand him the phone to answer any questions they will ask.

I got sucked into using an hour of my time on a lady who had an issue. It was a bunch of calls back and forth and time on hold on the phone, yadda yadda. She should have just called them herself.

Oh and I have a customer with the same complaint on the can opener. At least she's MY customer, so I have all the details!

jsanderson, if it is one of your own customers, it is easy to look up what show they were from, and do an online adjustment. You don't have to call and wait on hold, just do it online. An email will come back saying whether they want the old one sent back in or not. If PC wants the item sent back, the address will be in the email and it will have a Return Authorization number to put on the outside of the package.

In case it isn't clear, I am not saying to make everyone call HO and do their own adjustments. But it's my advice to tell folks who come up like this (something broken, no idea whose show, no idea what consultant) to call the 800 number.