Customer Wants to Return Stone She Broke

[cookingwithhart]

One of my co-workers just told me she has a medium bar pan that someone bumped against something and broke a corner off of it and she wants to return it. She remembers going to a show where the consultant said you could return products for any reason and get a replacement. It never would have occurred to me to ask a company to replace a pan that I had broke. I told her that my husband had just dropped my quick stir pitcher and since it wasn't a defect I hadn't thought to ask the company to replace it, but I'd check the policy for her. Does the guarantee really cover accidental breakage? Thanks

 

[chefann]

Not really - but if customer service doesn't ask how it broke, then it's a loophole. I'd give the customer the customer service number and let her call them.

 

[peichef]

I've been told (by other consultants & directors) that PC will replace your stone for any reason for 3 yrs.
That's what I tell my customers & I've never had a problem returning a stone for ANY reason (stupidity included).Wonder what others will say about this question though... I might have to rethink my spiel for my shows.

 

[chefann]

The first year of the guarantee is any reason. Any additional time is for breakage or failure to perform as promised, when the use and care instructions are followed. It's a grey area as to whether accidental breakage is covered when the item is not in use. I'd consider someone knocking it off a counter as "user error" that would not be covered (but a stone breaking in the oven would be, since it's probably due to a manufacturing defect).

 

[pampered.chris]

I recently had a guest ask me to replace her forged cutlery b/c it was getting rust spots on it. While talking to me she said she puts lemon juice on them to clean off the rust spots...as soon as she takes them out of the DISHWASHER!!!!
OH NO!!! I asked her if she had read her use and care info and she said well no, I asked if she remembered me mentioning the use and care and that the knives are NOT dishwasher safe, she said, well now that you mention it.
I told her that maybe she should see if handwashing the knives will make a difference and she very sheepishly agreed.
I am very much more emphasizing the use and care form for EVERY product and reminding guests that they will void the guarantee by doing what it says NOT to do.

 

[wadesgirl]

Mis-use and abuse is not the same as a defect.

 

[ChefBeckyD]

I recently had a guest ask me to replace her forged cutlery b/c it was getting rust spots on it. While talking to me she said she puts lemon juice on them to clean off the rust spots...as soon as she takes them out of the DISHWASHER!!!!
OH NO!!! I asked her if she had read her use and care info and she said well no, I asked if she remembered me mentioning the use and care and that the knives are NOT dishwasher safe, she said, well now that you mention it.
I told her that maybe she should see if handwashing the knives will make a difference and she very sheepishly agreed.
I am very much more emphasizing the use and care form for EVERY product and reminding guests that they will void the guarantee by doing what it says NOT to do.

This is just as bad as putting them in the dishwasher!

If she is letting the lemon juice soak on her knives, it will eat away and start to pit the knife!

 

[peichef]

I recently had a guest ask me to replace her forged cutlery b/c it was getting rust spots on it. While talking to me she said she puts lemon juice on them to clean off the rust spots...as soon as she takes them out of the DISHWASHER!!!!
OH NO!!! I asked her if she had read her use and care info and she said well no, I asked if she remembered me mentioning the use and care and that the knives are NOT dishwasher safe, she said, well now that you mention it.
I told her that maybe she should see if handwashing the knives will make a difference and she very sheepishly agreed.
I am very much more emphasizing the use and care form for EVERY product and reminding guests that they will void the guarantee by doing what it says NOT to do.

I repeat details & warnings about the use & care guide at every show about 3-5 times. I drill it into their heads that they MUST READ the U&CC that come with every product. Then I share a cautionary tale. I don't get many returns so maybe it is working!?!?

 

[cookingwithhart]

Thank you all for your input. I haven't stressed the use & care guides at my shows, but I'm going to start doing that! I think I'll give my customer the customer service number and let her call them, then it's out of my hands as to whether it's replaced for free or not. Thanks all.

 

[jrstephens]

I, as I know other consultants do, use the "grey area" and do the Adjustment online where there are not many questions asked about the product.

 

[cookingwithhart]

I, as I know other consultants do, use the "grey area" and do the Adjustment online where there are not many questions asked about the product.

I wasn't the consultant she bought the stone from, so I don't think I can do the adjustment online. I don't even think the stone is still under warrenty. I think she said it was 4 years old. I know she can get around that easy enough, if she wants to. I'm all for helping out my good customers, and she is one of them, I just personally wouldn't have asked for a refund for something I did, so I feel weird about it I guess.

 

[jrstephens]

I wasn't the consultant she bought the stone from, so I don't think I can do the adjustment online. I don't even think the stone is still under warrenty. I think she said it was 4 years old. I know she can get around that easy enough, if she wants to. I'm all for helping out my good customers, and she is one of them, I just personally wouldn't have asked for a refund for something I did, so I feel weird about it I guess.

If it is not under warranty then you do not have to do anything anyway, that get you completely out of it.

 

[quiverfull7]

I had an elderly customer who bumped and broke her DCB Lid within a couple months of buying it. She told the rep how she broke it and she refused to do the adjustment. I found her a lid so she can still use her baker.