Is Normal Wear and Tear Covered Under Lifetime Cookware Guarantees?

[raebates]

I'm going to educate my guests and past customers on why we have such a great policy and affordable prices. By treating their products normally they will have a lifetime of great cooking. If by some chance there is peeling then the company will easily be able to see a true defect if one should occur. When they ask me for help I'll give them the 1888-our-chef number at let them know that when they call they will be asked these questions:

1. Which piece of cookware?
2. How have you been using it? (Stovetop, oven...campfire?)
3. When did you first notice the problem? (5 years or just the other day)
4. Tell me a bit about how you use it? How you store it? (stacking cookware without protectors or cloths can cause scratching which can lead to peeling)
5. What type of utensils do you use?
6. How do you clean it?

This seems reasonable to me. I'm going to keep a copy of this handy at shows and on my computer. Unfortunately the people who have taken advantage of the generous policy as it's been have made this extra caution a necessity.

 

[chefsteph07]

Well said Becky!
While new consultants obviously can have an opinion, I think to a newer person it seems an open and shut case, just coming in, you hear from HO "this is the new policy, so get over it" and we are therefore supposed to do just that. Seems easy and cut and dried to a new person. But, Shelby and Dave DO NOT have the time and training invested that we all have after years and hundreds of dollars in cookware to just be told that after all this time of hearing one thing, now things are changed and deal with it.

I think HO owes an explanation to address the daily wear and tear on the cookware that is not as extreme as those pics.

 

[BethCooks4U]

Have you all emailed HO asking them to give us better clarification as to how the guarantee could be considerer "lifetime" with this new policy? The more of us who ask the more likely they will answer.

 

[crissy11]

I have had two customers in the last few weeks with problems. One with the Executive and one with the Stainless.. the one with the executive had never heard of PC until some coworkers talked her into having a party. She did and got the cookware.. She was very worried about what to use in it so I had her buy some bamboo items and the nylon basic tool set.. That is all that she uses and doesn't dishwash it.. It started sticking soo bad she couldn't fry bacon in it.. I gave her some tips on scrubbing it with a paste of baking soda/water and that didn't work so I done an adj. for her.
The company called me when they recieved her skillet saying it was the Professional and she didn't buy that from her show so she must have gotten it at a yard sale. I told the lady no she sent back the exective they argued about it until I got a supervisor.. Then they said well she is probably just saying that.. I told them to call her and get it from her themselves. That I knew she had not gotten it anywhere else and it made me mad that they were being soo difficult and trying to cover up their mistake with the pans.
So far she still has not gotten her old skillet back or a new one.That was a month ago..

 

[chef131doreen]

I NO WAY said you have no experience at all , what I was saying is that we have hundreds of customers allready that have bought cookware from us and we have to explain a change policy to them when they call to return one.

You get to start fresh with what you say to them now
I am on #680 show now that means if show# 3 wants to return a pan they had the understanding of it being LIFE TIME now what ?

 

[heat123]

I NO WAY said you have no experience at all , what I was saying is that we have hundreds of customers allready that have bought cookware from us and we have to explain a change policy to them when they call to return one.

You get to start fresh with what you say to them now
I am on #680 show now that means if show# 3 wants to return a pan they had the understanding of it being LIFE TIME now what ?

Exactly! They SHOULD Honor All guests with legitmate exchanges before they changed this policy!:grumpy:

 

[gaddischef]

I just received a 10" skillet in the mail that I had mailed to home office. They will not replace it because they said it isn't covered in the warranty -- What?!!! Now, I have to go to my customer, who had bought the whole set and tell her that, "Oh, sorry, I guess it doesn't have a lifetime warranty." What?! I know for one, I will have some very P****d off people! TPC may lose customers over this! I have a couple of pieces myself that need to be replaced and I by no means "abuse" my cookware, if anything I treat it like a baby! This all should be very interesting! ---------

 

[wadesgirl]

For one, why is an 85 year old woman buying a pan every 6 months? That's not normal. My 89 year old Grandmother has had 3 sets of cookware her entire life and I don't think she ever went out every 6 months to buy another $20 pan.

Second. Not "all of us" are questioning this "new" policy. Not only is it not NEW it is simply being ENFORCED. But I'm not questioning it at all.
Let me ask this. If you were someone up there in charge with HO wouldn't you be really pissed off if someone sent in a pan completely and rudely expecting a replacement when it was obvious they ran it over 40 times? That may seem exaggerated but that is simply the point they are trying to make! They don't want you abusing your products and expecting something in return! They WILL admit when they have a defective product! Since when haven't they? But this is them taking a stand for all the money they've wasted on some careless customers!

Don't blame the Home Office. Blame the people abusing the system.

Totally agree with this. I don't blame HO for starting to reject some of the returns. Some of the things I hear on here just astound me when it comes to returns (like: Just do it online then they won't question why you are returning it). I have had my cookware for over 3 years now and have not had a single problem. I follow the use and care guide to a T.

 

[babywings76]

You know, it really isn't "new". This was how it was stated in the use and care. Even the "normal wear and tear". I didn't question it at first, due to the phrases they have trained us to say in regards to it "lasting" a lifetime and buying with confidence.I just don't understand why they call it a Lifetime guarantee then. I mean, what problem would be covered then that wouldn't be a noticeable problem discovered in the first year? Why give it a Lifetime Guarantee and train us to say it's the last cookware they will ever need to buy, if it WILL wear out some day and they will just say "oh well, that's normal wear and tear!" I think they should stop calling it a Lifetime guarantee. If it's a Lifetime guarantee and they are training us to say the things we've/you've been saying, then they should remove the "wear and tear" category, since that's the only category that doesn't make sense being included.

 

[ShelbyMichalek]

Give me a break. She in no way said you were ignorant.

You (like any new consultant) DO NOT have the experience of having sold hundreds of pieces of cookware to people based on the premise and promise that it is the "last cookware you'll ever have to buy, because if anything should happen to it, Pampered Chef will replace it for you." I have literally HUNDREDS of customers who believe they have lifetime warrantied cookware in their kitchens, and yet, they may not. THAT is my reality.

Because you do not have that experience, you cannot understand the frustration of those of us who do have that experience - so even though you have your opinion, it's not based on the same reality we are facing right now.

However, your opinion doesn't give you the right to negate the feelings and frustration that those of us who have been around selling cookware for many years are having with this change right now.

Actually. The definition of "ignorant" means to be uneducated or inexperienced about a certain subject. Which is exactly what you just said

 

[ShelbyMichalek]

Well said Becky!
While new consultants obviously can have an opinion, I think to a newer person it seems an open and shut case, just coming in, you hear from HO "this is the new policy, so get over it" and we are therefore supposed to do just that. Seems easy and cut and dried to a new person. But, Shelby and Dave DO NOT have the time and training invested that we all have after years and hundreds of dollars in cookware to just be told that after all this time of hearing one thing, now things are changed and deal with it.

I think HO owes an explanation to address the daily wear and tear on the cookware that is not as extreme as those pics.

How do you know? I can speak for myself, but maybe you should ask Dave BEFORE saying he hasn't invested time or training on this? And speaking of investing time/training.
I've invested PLENTY of time and training on the subject. Just because I haven't sold the cookware, doesn't mean I didn't spend 3 days all but ignoring my son to train myself to do it. Three days is precious time to waste for a mother and her 7 month old son. I, just like you, know exactly how I was trained to sell the cookware.
I also know that I quickly familiarized myself with the gaurantee clause on the back of EVERY order form. Go read it, it's been there forever and it clearly states that it doesn't cover normal wear and tear. Read it, right now. You'll clearly see it.

Until you actually KNOW about a person's life, don't go accusing them of having "no idea" about something.

 

[gaddischef]

ok -- I think this thread is becoming a little too personal and getting out of hand. The bad thing about being on here is no one really knows the tone and intention of posts. Please do not get your panties in a tither over posts. Just people expressing views and opinions and asking for ideas. Some people have issues with the cookware policy, some do not. Opinions. I don't think anybody is meaning to step on anybody else's toes here. JMO.

 

[chefsteph07]

Shelby, you seriously need to chill out!
You just admitted that you haven't sold any but yet you are all over this thread getting snappy w/ everyone because they don't agree w/ you.
I can see in yours and Dave's posts the amt of time you have both been in PC, and that is how I base my opinions about time invested selling and being familiar and by EXPERIENCE with the PRODUCT and HO themselves.
And, previous poster was right...this is becoming WAY too personal.
And you know what they say about opinions.....

 

[RMDave]

Opinions? No I don't know what they say about Opinions. I do know what they say about Assumptions, though. NEVER make an assumption.

 

[chefsteph07]

Wow. Just wow.

 

[babywings76]

I'm going to have to delete this thread. I started it so that we could have a productive conversation. I like getting other people's opinions. I think some people are getting a bit too defensive and are lashing out. I'll keep it open for a little while in hopes that we can get this back on track, but if not I'll lock it or delete it.Please keep snide and rude comments to yourself. When you post those things, it's out there for everyone to read and then riles up other people and then next thing you know the mud is slinging. It really makes me sad that we can't treat each other with respect. We all have opinions. Play nice.

 

[SueAdx]

Well said! We are all on the same team and need to look to each other for support.

That being said......I just got the 7 piece set Executive. I made a skillet cake (yum) and wiped it out with a soft sponge and soapy water.

I looked at the pan and there are swirl scratches all over the inside. :cry:

I have contacted HO. It is crazy! Stay tuned to see what they say/do

 

[cmdtrgd]

Ok, this might be a bit picky, but we have a GUARANTEE not a WARRANTY. What is the difference: A guarantee: * Is usually free
* It’s a promise to sort out any defects with a product or service within a fixed period of time
* It’s a legally binding contract, even if you didn’t pay for it
* It must explain how to go about making a claim in a way that is easy to understand
* It should add to, not take away from, your rights under consumer law
* It works whether or not you have a warranty A warranty: * A warranty is like an insurance policy for which you must pay a premium.
* Sometimes it’s called an ‘extended guarantee’.
* It might cover a longer period than a guarantee, and it might cover a wider range of problems.
* A warranty is a legal contract, so you can take the company to court if they don’t honour it.
* The terms of the contract should be clear and fair.
* Having a warranty doesn’t diminish your rights under consumer law.
* A warranty can run alongside a guarantee.So, there isn't much of a difference, but some people may think of a warranty differently than a guarantee.That being said, I have some pieces that are flaking around the edges and I do follow all the rules and regs for taking care of them. What I suggest (especially for those who have lots to send back) is to email pictures of the pans to HO before investing in the shipping.And, this is a GREAT reason to call your customers who bought the cookware!!! Let them know that HO has been getting some horribly misused pieces - comon, the one with the food still stuck to it? - returned for the guarantee and you just wanted to make sure that they knew proper "care and feeding" of their cookware. Ask how the cookware is working for them and you might get an order, booking or referral out of it! Let them know that you are available to answer questions on the cookware, too. Maybe even include the pics of the misused cookware in your next enewsletter.Now, I am a bit upset about the "normal wear and tear" clause because I believe that to be new. I'm NOT sure because I HAVE NOT done any research!!! If it is new, I think that is something that needs to be reviewed and possibly changed to a limited lifetime guarantee.When life gives you lemons....call your cookware customers!

 

[mailgirl1978]

Now I'm scared to:A) buy them for myself (it was my goal on how to spend my PC dollars)
or
B) sell them to people at my showsI can say they have a Lifetime Warranty but do they really? (please don't hate on me...ha I'm new (6 weeks in) and I thought lifetime warranty covered everything, as long as you took care of it the way PC intends for you to....) ???

 

[mailgirl1978]

oh yeah...and I thought warranty and guarantee were one in the same...oops..ha

 

[debbie mc]

Does this policy noted in the US Newswire pertain to the Professional sets too?

Here's the thing - this information has not yet been released in Canada (at least not that I can find). So.....will "it" come to Canada too (and the other PC countries)? I guess we will have to wait and see.

I can tell you as a former host who earned both the 5 & 7 piece sets at my one and only party, I too feel that "Lifetime Warranty" means just that and should absolutely cover "normal" wear & tear. If it doesn't include normal wear & tear, then why would one care if it was a Lifetime Warranty or not? Getting the pots (and with them the LW...as it would be my last set of cookware....yep, my consultant used all the right words!!) was the SOLE purpose of me hosting.

As a consultant, I can absolutely see why this policy notification is sinking like a stone in so many stomachs! For myself, I feel proud whenever I talk about PCs great warranties, return/ exchange policies and how much integrity the company has.

To me, this notification that has been sent out to you all, reads like a change, not a clarification. JMHO

Thank goodness for a site like this....I'll be on the lookout for this policy note in the weeks to come.

D.

 

[Jennie4PC]

I was talking to my DH about this last night and he said when he thinks of a lifetime warranty it means it will be replaced if there is a manufactures defect. And will not be replaced with normal wear and tear.

 

[Chefgirl2]

I have been online all morning trying to find any information about the Use and Care of the Professional cookware. Interestingly, all of the old info that used to pop up is nowhere to be found on consultants corner. It's like they deleted anything after 2008/2009...hmmm

Someone said that we just need to look at the back of our receipt because the information has been there forever. Has it?

I saved all of my product use and care cards for years which is why I knew that when the Professional cookware was introduced it did not say you couldn't put the pans in the dishwasher. It was a year later that rule was added.

Unfortunately I tossed those cards a few years ago.

Does anyone have their Use and Care cards for the Professional Cookware and the Executive Cookware. I'm also looking for receipts for every year since we introduced Lifetime cookware. Having those might answer some of my concerns.

I am fine with the policy for cookware...only if the coating is guarenteed for life with normal use and care.

The only way we can see if this new policy is valid is if we have proof of it with the use and care card and warranty at time of purchase. Like I said finding it on the PC site is impossible and I haven't seen anything on the web.

Please email me so I can get a copy.

 

[pcchefjane]

I just called and talked to a CSR named Cherita! She was quite rude about the 10" Skillet that I wanted to return for problems. I told her that my daughter had purchased the 7-pc and the 5-pc sets from two different shows where I was the consultant she was the past host in Feb 2008. (They were 60% off each one then.) So she went through this script of questions:How do you clean it? Do you use non-stick spray? What do you use to cook with? I gave all the "right" answers then told her I KNEW the cookware wasn't abused because I live there and know what we use... She gave me the speal about it would be "examined" by their department and determined "if it was a legitimate return"! I have a feeling this is going to be very ugly before it's over with! I for one will be very loud and vocal if they return mine without replacing it!

 

[Chefgirl2]

That is why I really need the copies of the Use and Care and old receipt warranties. Without them we can't do anything. We can see what happens when we have proof that there wasn't anything mentioned about normal usage damaging the finish.

Anyone?

 

[chefsteph07]

I just called and talked to a CSR named Cherita! She was quite rude about the 10" Skillet that I wanted to return for problems. I told her that my daughter had purchased the 7-pc and the 5-pc sets from two different shows where I was the consultant she was the past host in Feb 2008. (They were 60% off each one then.) So she went through this script of questions:

How do you clean it? Do you use non-stick spray? What do you use to cook with? I gave all the "right" answers then told her I KNEW the cookware wasn't abused because I live there and know what we use... She gave me the speal about it would be "examined" by their department and determined "if it was a legitimate return"! I have a feeling this is going to be very ugly before it's over with! I for one will be very loud and vocal if they return mine without replacing it!

What kind of problems does it have?

 

[kcjodih]

Elaine, I'm off to look and see if I kept the use and care cards....

 

[esavvymom]

I've got my 12" Executive Skillet Use & Care Card here...I bought it in July 2009.It says:

Cleaning:
- Standard Care - Wash prior to first use. Hand wash only, using hot, soapy water, and nonabrasive sponge or cloth.
- Deep Cleaning (more info on that....)
- Storage - To help reduce scratches on interior and exterior coatings, place paper or soft cloth towels between pans when storing.Cooking
- Stovetop use: Skillet may be used on low, medium, and medium-high heat settings. .....Other than preheating pans for short periods of time, never leave an empty pan on the stove with burner on as it could lead to warping or damage of the nonstick coating.

- Nonstick Sprays and Oil: Do not use nonstick sprays on the cookware as they cause an invisible buildup and impair nonstick coating function. Avoid overheating oils or shortening as they may leave a residue that is difficult to clean and can affect nonstick performance. - Utensils: Do not use metal or sharp-edged utensils which will scratch nonstick surfaces.(More other stuff was listed for Safeguards)LIFETIME GUARANTEE
- Lifetime guarantee for noncommercial use. Refer to sales receipt for details. The guarantee excludes damage caused by abuse or misuse (such as improper cleaning, overheating, dishwasher cleaning, use of caustic or other unapproved cleaners), ordinary wear and tear, or an act of God.

I'll have to do some more digging to find my Professional cookware cards, but unless they've changed this since they first came out- seems pretty clear to me. I wasn't terribly surprised when I saw the email- because I knew I had read it on the Use card. Don't flame me, but I read mine....it's not our fault if no one bothers to read their warranty.I do think they should change the wording to include "Limited Lifetime".
Anyway- I'm not going to comment further...I've avoided this thread because I knew it would get ugly, and there isn't much I can do about it. In the end, money talks the loudest. If they lose customers over it.... BUT too many customers (we all know we've had them) have abused PC's generous returns. PC is now requiring receipts on everything and enforcing the policies. It may not be popular, but it's not uncommon in the business world we live in.I'm off to read other threads/do other things... Don't flame me- I won't read it

 

[kam]

Here's my question:

If I have a piece of Exec cookware that I follow U&C (and believe me, we do here), and after 10 years, it exhibits some wear & tear (worn around the edges, so to speak) - BUT it still FUNCTIONS as it should, then I would have no reason to return it.

BUT - if the non-stick coating starts flaking, or becomes not non-stick...then the pan is not functioning as it should, is that covered? Or is that considered wear & tear?

When I used to but cheap non-stick pans - I was VERY careful with them (no sprays and only safe-utensils) the coating would always come off, or stop working within a few years. I was OK with that since they were cheap pans and I got what I paid for.

But, with the Exec, I feel that Lifetime means it should still function as intended for my Lifetime. So, if it stops being non-stick, (AND I followed U&C) it should be covered. JMO

 

[elizabethfox]

But, with the Exec, I feel that Lifetime means it should still function as intended for my Lifetime. So, if it stops being non-stick, (AND I followed U&C) it should be covered. JMO

I agree. Why put a lifetime guarantee on a product if you aren't going to uphold it? Lifetime should cover all parts of the pan.. the handle, the pan itself, the coating.. otherwise what is the point of having a lifetime guarantee?

And as for people abusing the system and that is why PC is cracking down on everyone' pan returns now... that is kind of their problem for allowing pans that have been obviously misused (like the ones in the pics they used as examples) to be replaced. Just because they let a whole bunch of replacements go through that shouldn't have, doesn't mean customers WHO ARE taking care of their cookware like they should and are still having issues with it should have to suffer the consequences.

PC is the one who issued a lifetime guarantee on their cookware... if they didn't want to have to deal with replacing them for a lifetime then they should have not guaranteed them for a lifetime.

And has anyone gotten an answer from HO on how long the non-stick coating is supposed to last?? How many years before it peeling and chipping is no longer considered under their guarantee??