Is Normal Wear and Tear Covered Under Lifetime Cookware Guarantees?

[babywings76]

Who should we be e-mailing with our concerns about this issue? What e-mail address, any one person in particular, or just the CS department?

 

[pcchefjane]

Some of our recipes say to spray with non-stick spray in the cookware. So what do we do then??

 

[babywings76]

Some of our recipes say to spray with non-stick spray in the cookware. So what do we do then??

The kitchen spritzer is okay to use. It's just pure oil you put in there. It's the extra ingredients and the propellants or whatever from the non-stick sprays that are what's bad for the non-stick coating.

 

[nikked]

Some of our recipes say to spray with non-stick spray in the cookware. So what do we do then??

The kitchen spritzer is okay to use. It's just pure oil you put in there. It's the extra ingredients and the propellants or whatever from the non-stick sprays that are what's bad for the non-stick coating.

But the recipes say "non-stick spray" and always reference the cookware as well. So, if we or the customers are following the instructions in OUR cookbooks that say to use non-stick spray in OUR pans, but then that voids the warranty...how confusing is that! As consultants, we may know the difference and to not, but the customers may not!

What a can o worms TPC has opened with this!

 

[cmdtrgd]

Email your concerns (especially the ones with the non-stick spray recipe directions) to [email protected] and [email protected] If anyone else knows an email address for someone in product development or whomever is in charge of return policy, please post it here.

 

[nikked]

Email your concerns (especially the ones with the non-stick spray recipe directions) to [email protected] and [email protected] If anyone else knows an email address for someone in product development or whomever is in charge of return policy, please post it here.

Thanks, Kate!

 

[lockhartkitchen]

I'm worried. I have my roasting pan that I use all the time that has several spots where the non-stick peeled up. I already put in an adjustment before this notice. I wash correctly, follow all the rules. I guarantee, after spending the big bucks to mail it back, I will be making a call if I get my pan back in the mail.

 

[chef131doreen]

LIFETIME GUARANTEE
• Backed by a lifetime guarantee for a lifetime of delicious meals

This is what it says on the web-site about Executive cookware
I also just e-mailed the HO

 

[JMT]

Has anybody heard back anything from an HO email? I sent one requesting more details and clarification on Wednesday, but no word yet...

 

[Chefgirl2]

I posted this under another thread, but realised it should be here, too.

We need to Keep the Faith that Good Will Come out of This

First, I wat to say that any stone that breaks within the first few times being used probably had a hairline fracture that caused it to break so easily. This happen all the time during shipping. I would be on the phone and going to bat about this!

Let's give HO lots of emails and calls. Don't think you can quietly have this happen to your customers that paid good money for their awesome PC products! If policies don't change or you see HO abuse of the policy- then call the DSA because this is not ethical.

When HO called me back on Thursday I told them I called the DSA and was waiting for a call from someone in the Code of Ethics department. I understand why PC is making changes. (It is also why I wrote a much tamer version of my original post.) Pampered Chef has to ease up. They also need to make informative emails available for us to send from our websites to ease customers into this change. I've been asking for this for quite some time. We need something like "Did you know....emails":

"Did you know..

That our stones have a 3 year warranty? And go into details of how to use a stone and how not to use a stone."

That using non-stick sprays on any non-stick surface will ruin the non-stick surface. Tell that all non-stick cookware shouldn't need any oil...and then how to use it without ruining the warranty."

That Spring is a great time to grill! Here are a few safety tips."


Friday I spoke with Mr. Webb from the DSA. I did not file a complaint because I know the company listens to it's consultants. I called to see if what HO is doing with the Professional cookware rejections is ethical. We aren't saying they have to give everyone new products. We are saying they need to honor the warranty that came with the products at the time of sale, and to be clear about the non-stick warranty with normal use and care. I was told that we need the old receipts and use and care cards that were in place when the products were sold.

I don't want hundreds of consultants jumping ship because there is an issue we disagree with...I want my reputation to be unscathed and not be considered a liar when the company I respect rejects a return due to new policy that came out after a purchase.

I have touted this as "The last cookware you'll ever buy." This is how we were trained. I teach everyone how to properly use their cookware.

I repeat - I am fine with denying someone a replacement for an obviously abused product.

I'm not okay with vague answers about whether or not our non-stick cookware will last a lifetime with normal use and care.

I'm not okay with telling someone whose base of the DCB broke when tapped that is too bad. If you want a new one then fork over another $69 to make me richer! What is the 3 year warranty for if not to replace it when hairline fractures occur?! Give the stone the same LTD warranty as the stemware if you are not going to back up your product. No stone should crack when tapped. Same goes with the bar stone. Stoneware is hand made and fragile. Shipping can create stress lines that won't appear until after several uses.

And while I'm on it -there should be a replacement part available for the DCB lid. Even if the color will slightly vary. This is almost a crime that we don't offer this. The lid is constantly removed to check the temperature of food. If my crockpot lid breaks I don't have to buy a new pot. I can buy a lid or the company will offer me a discount on a replacement part.

This company has been an amazing blessing in my life. I roll with the changes...mostly. But, lately, I feel it is about the bottom dollar and not about making a difference in peoples lives like our mission statement says.

I just noticed...the mission statement is not in our catalog! It has been in the catalog since I started going to shows...even last season's catalog had it!

This company can keep doing good like it did for the first 29 years or it can make these kind of changes and go down the toilet. Our customers are smart and buy from us because of our impeccable reputation. If they feel cheated why would they buy again? Why buy Pampered Chef when you can go to William and Sonoma for a lifetime warranty and even Target for a 30 day warranty?

Our mission statement said it all. It's still in the Come Join Us Booklet...
Our Mission
We’re committed to providing
opportunities for individuals to
develop their God-given talents
and skills to their fullest potential
for the benefit of themselves,
their families, our customers and
the company.
We’re dedicated to enhancing
the quality of family life by
providing quality kitchen
products, supported by
service and information for
our Consultants and customers.

So, did Doris's mission change like it says instead on pg 16? There is no mention of enhancing lives with our "quality kitchen products that are supported by service and information for our consultants and customers." I can't imagine it did. I've met her several times and know that she believes the best part of the Pampered Chef is helping others and her mission statement has even been part of my cooking show.

I believe there should be better communication with consultants on how to educate our customers and ourselves on the product changes so we have faith that when we sell a product with a warranty we know that the company will do what it promises.

Please look around...go to your in-laws if you need, to see if we can find old receipts and the use and care cards. Without them we can't make the changes to support our customers...and our reputations.

I have faith that if enough consultants say..."Hey. This isn't right." They will ease up and help the guests that should get their items replaced.

 

[lockhartkitchen]

I've decided not to bother to pay to have my roasting pan replaced. There will be no way to support not overheating, etc. I will continue to promote the SS, as I think the non-stick is the issue. It has peeled or chipped on a lot of my pieces. I'm just going to have to look for a SS roaster from another brand.

 

[jzramom]

Costco always has roasters around the holidays. They are less $ than ours and offer a no hassle return.

 

[Zsu]

It was disappointing to read that newsletter. I prefer the SS line and sell it more anyway. But totally agree with most of the previous comments on here.

I will look through my old papers to see if i can dig up something from the prewious years on the warranty.


(Similar thing has happened to the stonware too. Until a couple years ago, we were taught thet they were made of lead free natural clay. These days, if you look it up, this statement is nowhere awailable anymore, even though the material has not changed. I have some old use and care that still states is, but not the current ones. It's disapointing.)

 

[esavvymom]

I'm wondering- who came up with the "The last cookware you'll ever need to buy"? Everyone says "how I was trained"...but we all know that sometimes those consultants who trained us, didn't have the answers correctly. How many times have we seen Upper Level Directors who use Facebook, internet, etc as their personal ad for PC- clearly against policy? - They don't always do things correctly just because they are upper levels. Lisa Amblo talks in her cookware-talk about using a metal utensil on the grill pan and so on..."it won't hurt it, so if your husband uses the wrong thing, you're ok". UGH!It's interesting some of the things I've read. I won't be pushing cookware too much, not until I have a better understanding of what's going on and how it will come out in the wash for my customers. If they want it, they'll buy it- and I'll make sure to provide a Special Flyer or print-out of the Use & Care...since we all know how well people read those little cards in the box. HA!

 

[babywings76]

I'm wondering- who came up with the "The last cookware you'll ever need to buy"? Everyone says "how I was trained"...but we all know that sometimes those consultants who trained us, didn't have the answers correctly. How many times have we seen Upper Level Directors who use Facebook, internet, etc as their personal ad for PC- clearly against policy? - They don't always do things correctly just because they are upper levels. Lisa Amblo talks in her cookware-talk about using a metal utensil on the grill pan and so on..."it won't hurt it, so if your husband uses the wrong thing, you're ok". UGH!It's interesting some of the things I've read. I won't be pushing cookware too much, not until I have a better understanding of what's going on and how it will come out in the wash for my customers. If they want it, they'll buy it- and I'll make sure to provide a Special Flyer or print-out of the Use & Care...since we all know how well people read those little cards in the box. HA!

But these are statements made by a speaker at a company sponsored training event! I attended some classes at Conference where the speaker said some questionable things. I knew that what they said was incorrect, but what about other newer consultants? If it's incorrect, why did HO choose to have them speak? What the speakers are sharing shouldn't be coming as a surprise to HO, since they are seasoned consultants who had other people listen in and love what they do. And if it did come as a surprise, then that should show HO that they need to pre-approve what exactly the speakers will be saying. And if what they've said was incorrect, then HO should correct them and NOT pick their recordings as one to go on the online training center.

 

[kam]

I was watching QVC today and they had the Cook's Essentials on. Bob Warden was REALLY stressing the Lifetime guarantee on these. I know they talk about it when the pans are on, but today, they really went on & on about it.

He said (not an exact quote, but pretty close) " You know how you buy non-stick pans and the non-stick coating peels or you go to use it and all of a sudden it not non-stick anymore? Well, these pans have a lifetime guarantee against that. Lifetime Non-Stick Cookware."

He did actually say: lifetime non-stick

Just thought that was interesting, especially with all that we have been discussing on this.

 

[ChefBeckyD]

I'm wondering- who came up with the "The last cookware you'll ever need to buy"? Everyone says "how I was trained"...but we all know that sometimes those consultants who trained us, didn't have the answers correctly. How many times have we seen Upper Level Directors who use Facebook, internet, etc as their personal ad for PC- clearly against policy? - They don't always do things correctly just because they are upper levels. Lisa Amblo talks in her cookware-talk about using a metal utensil on the grill pan and so on..."it won't hurt it, so if your husband uses the wrong thing, you're ok". UGH!

It's interesting some of the things I've read. I won't be pushing cookware too much, not until I have a better understanding of what's going on and how it will come out in the wash for my customers. If they want it, they'll buy it- and I'll make sure to provide a Special Flyer or print-out of the Use & Care...since we all know how well people read those little cards in the box. HA!

I got it from training CD's produced by PC. Lisa Amblo has done training CD's for PC on selling cookware. I would imagine if they are produced by PC, then that would be sanctioned, right? If not, then PC has knowingly been allowing all kinds of consultants to say things that weren't true, in order to sell more cookware. I'd hate to think that.

 

[pamperedlinda]

I got it from training CD's produced by PC. Lisa Amblo has done training CD's for PC on selling cookware. I would imagine if they are produced by PC, then that would be sanctioned, right? If not, then PC has knowingly been allowing all kinds of consultants to say things that weren't true, in order to sell more cookware. I'd hate to think that.

Lisa Amblo also runs a knife over her cookware to demonstarte that the non-stick won't come off - I was shocked when I heard that on the training audio that I listened to. I think it's this one:

Player

 

[pamperedlinda]

Lisa Amblo also runs a knife over her cookware to demonstarte that the non-stick won't come off - I was shocked when I heard that on the training audio that I listened to. I think it's this one:

Player

Yes she does. 6:45 into the audio whe says that she takes a metal spatula and runs it across the Grill Pan. Someone does break in and say that it would send HO product team into shock. Lisa still says that the cookware will be replaced if damaged b/c it has a lifetime guarantee. 8:33 into the audio - a couple of people do break in and say that that would void the waranty.

 

[esavvymom]

I got it from training CD's produced by PC. Lisa Amblo has done training CD's for PC on selling cookware. I would imagine if they are produced by PC, then that would be sanctioned, right? If not, then PC has knowingly been allowing all kinds of consultants to say things that weren't true, in order to sell more cookware. I'd hate to think that.

That's what I was wondering. So if PC says it, they should certainly be held accountable for it...at least for those who purchased from the date they changed the rules going back. Going forward, they need to reword very clearly what is and isn't covered and say it's a "Limited Lifetime Warranty". And retrain or modify what they are telling everyone. I guess in some ways they are trying to do that....just not so sure how they'll honor warranties of existing cookware customers who bought under one set of rules/guarantees. (Pays to keep those cards!- which I do...put them in a recipe box next to your cookbooks and keep them as much as your Receipts!)

 

[Dotty]

So, has anyone tried to return/exchange cookware that has normal wear and tear since the policy enforcement statement? I am very interested in the results.

 

[mspibb]

My mother has Gen II cookware she bought before I became a consultant 7 years ago. It still looks pretty good. Yes you can tell it has been used but the coating is still in good shape. I have Gen II and executive small sautés that I use in my kitchen. You can tell both have been used a lot (the Gen II is even a little out of round where I must have dropped it.) The coating on both are in excellent condition.
I had to send back a 12" Executive skillet for a customer. It looked like somebody took a fork and drew designs in the Teflon. I was embarrassed to send it back! I will be discussing the proper use and care of the cookware.

 

[SueAdx]

I had a great conversation with HO today. I just received my 10"skillet and used it for the first time. Washed it and there were huge swirls in the finish. It looked like I used steel wool on it. (obviously I didn't).

I called HO and explained that I made a skillet cake and the end result of the pan. She sent out the call tag no problem.

I then chatted her up about the issues that we have been discussing here. She said that there were way too many returns on the previous line of cookware. They were having to replace the pans with the new upgraded executive line. She said HO had approved way too many and that people were sending in blantant abused cookware (food stuck on....the outside discolored from the dishwasher etc).

This abuse of the return policy forced them to put a standard in place. Every piece must be inspected for abuse. She was 99% sure mine would not be an issue, but there were no exceptions.

I then asked her about normal wear and acts of god. I wanted to know what was supposed to last a lifetime on the cookware. She told me we should expect them to ALWAYS be non-stick (same as the previous post listed about the other line of cookware). She said for the price we pay.....it SHOULD last a lifetime. If the customer follows the guidelines....the non-stick will last! So I re-stated this to her.....if I use bamboo and handwash my pans....avoid non stick spray and use cookware protectors I will be fine. She said YES....if you do that and have a problem on 10-15-20 years.....return it! We will replace it.

I was very glad I took the time to speak with her. They are still standing behind their products, they believe in them and respect us as the face of the company.

I will continue to support the product and sell it like crazy. It is an excellent set of cookware....just give it the TLC it deserves and it will last in return for you.

Sorry for the long winded post.........just wanted to share.

 

[SueAdx]

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??

HO told me this week that the coating and non stick should last the LIFETIME of the pan. If not ~ they will return it, unless it is evident that you used nonstick spray, chemicals (dishwasher) or sharp untinsels.

 

[ivykeep]

HO is being very difficult on cookware returns and it's making the consultants look bad. I have a VERY loyal host that has returned her 12" stainless pan to me because the bottom has buckled and won't sit flat on her burner. She only used it on her electric stove (not in the oven, even though the use and care explicitly states that it is broiler safe). And never above medium-high heat (she's afraid of high temperatures and had her knobs adapted so that they won't even turn to high). I put in the product adjustment and was told it had to be reviewed. Fine. I got an email asking me what the problem was and immediately responded. The customer has called me every day since she showed me the pan on Sunday to find out the return authorization number because this is their family pan that they use almost daily. Today, I get another email asking me how high of a temperature was it used with.Ok, first, it takes 3 days to follow up?
second, it doesn't matter. The Use and care clearly state that it is broiler safe. The use and care also specifically mentions that overheating may cause a discoloration but will NOT affect the performance of the item. I saw the pan. It's in good condition other than a two inch buckle on the outside bottom of the pan that isn't allowing it to sit flat on the burner (which is making her cooking uneven). It isn't buckled inside. My customer is getting upset that the authorization is taking so long and quite honestly I don't blame her.

 

[chefsteph07]

Maybe you should have the host call PC themselves and explain what's going on?

 

[raebates]

This is why I have the customer call the HO about a return. They have to ask certain questions. I'm sure your customer has been using the pan correctly, but some twiddlehead out there could have been using it on their blazing campfire. I know it's frustrating, but PC is good about taking care of its customers.

BTW, I always let my customers know that it takes a few business days for the HO to get back with me when I do adjustments, and that's assuming they have no questions. You have to realize that they handle thousands of calls/emails every day.

 

[Chefgirl2]

The new return policies are a major issue that I have been in turmoil over. I also have an issue with the DCB lid not being offered as a replacement part. Which is where this email originally started. In a nutshell: the DCB's are handmade and HO is afraid there is no way that they can consistently fit and the color could vary slightly. I suggested the use a ruler and stock them according to size. Also, anyone that has ever needed to go out and get more wallpaper will know that colors slightly vary from day to day which is why wallpaper has stock numbers for the day they were made.(Or so my mom told me).
I reversed the emails so they would be easier to read. In the midst of DCB issues I went into great details asking about our lifetime warranty on cookware and this is what I finally received...in writing.

-----Original Message-----
From: Solution Center [mailto:[email protected]]
Sent: Tuesday, April 13, 2010 5:09 PM
To:
Subject: Re: FW: My Darn Deep Covered Baker Lid [REF:859114712287]

Dear Elaine,

Thank you for contacting The Pampered Chef. In regards to the Cookware, we cannot tell if a pan will be replaced for a certain issue until received, as this is based on each piece being carefully inspected when received. We do apologize for any inconvenience this may cause. Please advise if we can assist you further.


Michelle Crowe
Solution Center Representative
The Pampered Chef, Ltd.
The Pampered Chef

Nope. No answer there.

Sent: 14-Apr-2010 18:11:50
To: [email protected]
Subject: RE: FW: My Darn Deep Covered Baker Lid

My only question still has not been answered. Do we expect the Executive cookware coating to last a lifetime with normal and proper us and care?

Elaine Ballard

And the answer is??????
From: Solution Center <[email protected]>
Subj: Re: RE: FW: My Darn Deep Covered Baker Lid [REF:860351565124]
Date: Fri Apr 16, 2010 12:17 pm
Size: 2K
To:

Dear Elaine,

Thank you for contacting The Pampered Chef. Naturally, the cookware will wear and need to be replaced at some point. The timing will depend of course on how it's used; therefore, we cannot give you a specific life span for the nonstick coating.

Michelle Crowe
Solution Center Representative
The Pampered Chef, Ltd.
The Pampered Chef

---- Original Message ----
Me, WHAT? How can I still sell Executive cookware...or anything else PC?
From:
Sent: 16-Apr-2010 13:53:00
To: [email protected]
Subject: Re: RE: FW: My Darn Deep Covered Baker Lid

If the cookware will need to be replaced at some point then I think we need to remove the lifetime warranty.

If something wears down and needs replacing...that is not lifetime. We are promoting a false guarantee by having it in writing on pg 19.

While I'm at it...we also need to remove the lifetime warranty from the salad choppers. They are being sold as a tool for shredding meat cooked in the DCB and I've noticed that several have had broken springs. I think a 5 year warranty is sufficient if you make them dishwasher safe.
I really think they should be hand wash only because the dishwasher cannot clean the gap between the blade and plastic.

I'm covering my bum! Lifetime means lifetime to me. I am teaching guests how to use the cookware, but I am really promoting the Stainless, now.
From: Solution Center - USA
Sent: Friday, April 16, 2010 3:18 PM
To:
Cc: Test Kitchens
Subject: FW: My Darn Deep Covered Baker Lid [REF:860439620594]

Dear Elaine,

Thank you for your reply. We appreciate you taking the time to submit your concerns and suggestion, and have forwarded your e-mail message to the appropriate area for review.


Michelle Crowe
Solution Center Representative
The Pampered Chef, Ltd.
The Pampered Chef

And, what is the Company doing???

Dear Elaine,

We love hearing from our Consultants and Customers to ensure we document suggestions and provide the best service we can. So thank you for your suggestions!

We are also aware of the spring on the Salad Chopper and have worked with the vendor to resolve this.


Best wishes,
Kendra Kelly
The Pampered Chef Test Kitchen
[email protected]
I decided that I love this company enough to realise that they have to make adjustments. They also know that their consultants are their bread and butter. Too often consultants freak when they hear one bad thing (or what they think could be bad) and jump ship rather than seeing what happens when the company hears us out. I am sure we will learn more about the non-stick coating and lifetime policy. We'll be taught how to deal with abuse, misuse, informing guests before they buy. You'll also learn how to deal with Customer Service when we feel a policy is being incorrectly used toward our customers. You are your customer's advocate. I don't believe that a lot of my time will be dealing with return rejections. If it happens, then I'll know this isn't the company Doris built. Until then I plan to sell, book and recruit because it pays the bills and is loads of fun!

 

[Kelly8]

I have a customer who has a double burner griddle that she would like to return. I called HO today and she asked if I was aware of the new policy of inspection, which I was. They said to just have her call HO because that would be easier considering they have to ask her questions. I saw the pan, and it's horribly scratched. However, the host did tell me that she didn't do anything to the pan, and that she uses her stuff very carefully. I totally believe the host. The scratches are very weird, and so I doubly don't think they were done by a metal utensil. I'm afraid though that HO will deny thinking that she abused it. She is a loyal customer; although she won't host again because her daughter is upset with us because of a product malfunction (to which I said, "Well, she never contacted me to return it. I could've helped with it.). Weird situation, anyway, for the customer not to host because of the daughter's issue. I'm waiting for the daughter to ask me to do a Pure Romance party because that's what she does (um, no don't really want to invite family over to buy sex toys!---weird! IMO). So that rambled, but in short, I'm a little nervous they won't replace it for her.

 

[chefsteph07]

Kelly, did you ever find out wha happened w/ this customer and pan? Anyone else have any other experiences w/ the cookare lately or returns on them?