Digital Pocket Thermometer Broke After 2 Yrs

[babywings76]

A past host e-mailed me:

Hey Amanda,

My meat thermometer somehow broke. The metal piece separated from the digital reader. Can I get a new one if I send it back to you?? Also, I will have some orders for christmas. I'll email you the order!

Thanks

She used to work for my husband and hosted a party with me at that time. Then she got married and moved far away. We just saw her recently at a wedding for another co-worker of my husband. She said she wanted to order some things. I sent her out a catalog. She didn't seem interested in a catalog show. So...keeping all that in mind, I'm just wondering what I should say. What would good customer service be in this situation. Tell her sorry but it only has a 1 yr. guarantee and I'd be happy to order her a new one? At a discount or not?

 

[Intrepid_Chef]

Sadly, no, it only has a 2 year warranty.It's a common problem, though.http://www.chefsuccess.com/f8/digital-pocket-thermometer-69987/

 

[babywings76]

I was disappointed when I saw in the catalog that it actually only has a one year guarantee. Bummer. I had hoped that something with electric components would have a longer guarantee time. I just wonder if I should offer her a discount to replace it or what. I actually got sidetracked from following up with her and now it's been 6 days without having replied to her. Oops! I just hate to have a disappointed customer.

 

[PamperedchefDaly]

I've come across many digital pocket thermometers that were beheaded. Some were from customers, and one was my own. It seems to be a design flaw. I was very disappointed to see that they are still in the catalog.

 

[kristina16marie]

i did the same thing to mine but within the guarantee period. it was because i was using a towel to wipe off the metal part and pulled down while holding the "head" part. sadly, i don't think it's a design flaw, but user error. now i always make sure to hold the top of the metal part when cleaning off the thermometer.

 

[babywings76]

So what would you guys say to this girl if you were me?

 

[kristina16marie]

I guess it would depend on the guest. I've had a few who are exceptional hosts/customers and I've ordered them a new one and eaten it as a write off. But, under normal circumstances I would just say, "I'm so sorry but I checked your receipt and you are past the guarantee period. However, If your Christmas shopping is over $150 you can get that thermometer replaced at a discount, Pick anything in the catalog for 60% off - PLUS you'd be able to choose from any Cookbook, Bamboo Kitchen Towel, Smooth Edge Can Opener or Easy Read Measuring Cups for FREE!"

 

[krahema]

This post is from awhile back, but if it were me I think I would say, "I'm so sorry that happened to you! Unfortunately this product carries a one-year guarantee, so it is no longer covered under warranty. But, if you are interested in replacing it, I would be happy to replace it at a 15% discount."

You could of course discount as you see fit. If the customer decided to replace it, I could e-mail home office and inform them of the situation so that they are aware of this issue - I actually had my thermometer break the exact same way - about 1.5 years after I purchased it

I do know some consultants that use these situations as a booking tool - "I'd be happy to help you replace that item for free - lets look at our calendars and find a date when I can pamper you at your own party!" I personally am not as comforable with this approach, but it works for some

 

[CRuff]

I just had a customer that used it for the first time (just ordered it in early Nov.) and the head came off of hers. HO is sending a new one. Hope they are looking into getting this apparent "flaw" in workmanship fixed soon! Thanks for the info. I just thought it was a fluke thing, but now know different!

 

[LadyGhee]

This happened to a customer of mine as well just after the one year warranty. Sad.