Fagor America Inc

Complaint: [redacted]
I am rejecting this response because:
no customer service. terrible products. I feel bad for people who purchase an overpriced item from Fagor. 
Regards,
[redacted]

Good morning, We have called the customer. He just wants to make sure the product has been tested and we have assured him our products are UL approved, have undergone the most strict quality testing under Bureau Veritas and SGS laboratories and also have gone thru certification in...

Europe. Please, feel free to contact me if you need any additional information.  thank you. [redacted]

In June 2016, we purchased a Fagor RFA-365-DF range. In mid 2017, we started having problems with the convection/conventional oven not maintaining a consistent temperature - it would vary by as much as 75 degrees. December 2017, called to have service on it. Serviceman said the temperature sensor was bad. He called Fagor parts and got the number and ordered the part through their parts supplier. 2 months went by and no part, none available, so they determined they would have to take part off an oven they had in warehouse in Los Angeles. Repairman finally got part - wrong part was sent. Now this is 3rd week in March, 2018, waiting on correct part, which it seems no one knows where to get it from. Oh, good part is it's out of warranty. If we could, we would ask for our money back and return it.

I have been a loyal Fagor customer for many years, owning two stove top pressure cookers. Decided it was time to try a multi cooker. I purchased a Fagor Lux Multi-Cooker as an early birthday present for myself on Black Friday. It was not delivered until 12/14. With everything going on during the holidays, I didn’t attempt to use it until 1/20. Plugged it in and got an E4 error message. Tried multiple settings only to get the same message. Researched the E4 code and all sites said it needed to be returned and replaced, that this is a common problem with Fagor multi cookers. Attempted to call their customer service line numerous times, no answer. Waited on hold each time, only to finally be told to leave a message and someone would return my call in 48 hrs. After two days of trying at various times of the day, I Finally got Gisele on the phone. She wanted pictures sent via email with a detailed explanation of the issues I was having. She would not give me an RMA at that time, said my email had to be sent to another Dept for return authorization. That’s been three days ago and I have heard nothing. She also mentioned that it was after the thirty day return policy and I would not receive a refund - I could return it, have Repaired, and shipped back out. So their thirty day return policy doesn’t take into account a two week shipping time? Nor do they extend their policy during the holidays as most retailers do, until the end of January. I am now leery that my return/repair will not be handled in a timely manner and I want to return the defective appliance and receive a complete refund.
They have terrible customer service!

Review: I purchased the Fagor cabinet model [redacted]. When we unpacked the unit we realized the the plastic bracket was broken.

I called [redacted]) in the beginning of November. To this date he did not provide me any information where I can order this part. This company can't provide basic support to their product. They shouldn't be selling in USA.Desired Settlement: I want this to be functional so I want the bracket!

Business

Response:

Good afternoon,as explained to [redacted] the CX -2 he purchased was discontinued 4 years ago.After contacting our service company we have been able to find today the part he needs. The part will be sent to him early next week. Please feel free to contact me if you have any questions.Thank you.[redacted]

Review: On November 29, 2014 I purchased a Fagor 10 qt Chef Pressure Cooker (item [redacted]) from [redacted]. When it finally arrived and my wife went to use it, she discovered that the timer which fits in the handle did not function. I tried to call Fagor customer service to have it replaced since it was a replaceable part (just is magnetically held in a small recess in the handle). All I got from their customer service was a voice mail announcement that no one was able to answer my call, to leave my number and someone would contact me within 48 hours. After five days of no call I tried calling them again. It was the same story. Thus occurred five times now since December. I also sent them Emails via their Email link. I tried the phone call method again today and got the same message.

Since the cooker has a ten year warrantee I think that part should be covered. All I am looking for is a replacement for the defective timer. Since the cooker was close to $200.00 I think Fagor should replace a inexpensive item like the timer.

With the lack of response to my attempts at talking to their CR people I wonder how they cover their warrantees.

I certainly would not purchase any of their products because if their poor customer relations.Desired Settlement: Just to send me a new timer for the defective one on my Chef Pressure Cooker.

Business

Response:

Good morning, The customer, [redacted], talked to Fagor Customer Service Representative [redacted] yesterday. We will be sending the timer for his Chef pressure cooker by Tuesday from our Repair Center in Carlstadt, NJ. We apologize for the delay in sending this part. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However they have my first name incorrect. They have "[redacted]" when it should be [redacted].

Regards,

Review: Purchased Fagor multi-cooker on 4/20/14. On 12/8/14 I called Fagor service number to report that my electric cord, which is connected to the cooker, was breaking and bare wire was showing. On 12/10/14 at 10:30 am they returned the call and I was told that a replacement would be sent and should arrive by 12/19/14. It did not come, so I called back on 12/30/14 and left a VM to which there has been no reply. I called back again on 1/5/15 and left a VM that if they did not call back to resolve the issue by the end of the week, I would contact the Revdex.com. I also emailed them with the same message. Here is it 1/12/15 and they have not called or emailed me back.Desired Settlement: I just want a new multi-cooker as promised, or total refund.

Business

Response:

Good morning, We do apologize for the inconvenience. The volume over the Holidays has been extremely high and that has caused a delay in returning calls and emails. The Multicooker will be sent today to the address provided in the complaint. Thank you. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I recently purchased a product (pressure cooker combination kit) from this company via [redacted]. The pressure cooker has never functioned properly. My attempts to contact Fagor America via e-mail and through their customer support telephone lines, has resulted in no responses on a continual basis. Each time their customer service is attempted over the telephone, are recording announces that the caller is next in line to be assisted, however, shortly thereafter the customer is told that the call cannot be taken at the particular time. And then the caller is directed to contact customer service via their website. Messages have been left through there website, however, none of the requests for contact are ever returned.Desired Settlement: I would just like my Fagor pressure cooker to be repaired so that it functions as advertised. Nothing more. However, this will never happen unless I can speak to someone at Fagor America. I am extremely skeptical however, as internet reviews on the customer service aspect of this company read negatively at best. I trust that the Revdex.com can assist me in this issue as I I have no other recourse.

Business

Response:

Good morning, We apologize for the delay experienced by Mr [redacted]. We are calling him immediately to the daytime phone number he provided to find out what the issue is with his Duo pressure cooker Set. Thank you. sincerely, [redacted]

Consumer

Response:

With regard to my complaint, just to update you, I finally did receive a call from a representative of Fagor America two weeks ago.I explained to the representative my dilemma, and the problems I have been experiencing attempting to contact a member of their customer service department. He asked me what my problem was, and I gave him a detailed explanation. He agreed at that time, to send me a set of replacement parts for my pressure cooker that would resolve the problems that I have been having. He did tell me that it would be a week or so before the parts would ship out to me.As of yet, I have not heard anything further from Fagor America nor have I received an email indicating that my parts had been shipped. Hence, I do not wish to close my complaint with the Revdex.com unless I receive the replacement parts that were promised to.I respectfully request that you keep my complaint open until such time that I receive the parts that were assured to me, would resolve the problem I was having with my pressure cooker.As soon as I receive this order, if I receive the order, I will contact you immediately.I appreciate your attention and diligence in this matter.

Business

Response:

Good morning, The parts for Mr [redacted] were shipped via regular mail on January 21st. He should receive them by January 28th or 29th at the latest. Thank you. [redacted]

Fagor America has the worst customer service.

In February I contacted Customer Service via email and corresponded with a Mike We had several emails back and forth. After a few I no longer heard from Mike so I tried again. We went back anf forth again and in April I was told I would receive a gasket for my pressure cooker. On June 15th I still had no gasket and tried to contact them again. I emailed three times and called several and have still gotten to answer or my gasket. I have a unit I can not use due to it being defective and I guess I will never use it.

I can comfortably say I will never purchase or recommend a Fagor product since they never follow thru.

Review: I purchased a condo in January of 2014. The unit was brand new and came with a brand new Fagor Laundry Washer/Dryer Combo. The product has never functioned well. but it did work to some degree until July of 2014. In July of 2014, the product stopped working entirely. Since the product was under warranty, we used Fagor's number to request repairs under the warranty. The service/repair company used by Fagor has come out to our condo on five (5) separate occasions in an attempt to fix the product. They have installed different parts on every occasion but the product still will not function at all. During the most recent visit, the service/repair company assured us that he had installed all necessary parts and the machine should function. However, the repair/service company stated that there was not enough power coming from the outlet to the machine so it would not turn on. The repair/service company stated that there was something wrong with the circuit breaker/power source and that I needed to get an electrician to look at it. He assured me that once an electrician fixed this issue, the product would work. Subsequently, we hired an electrician to come look at the circuit breaker and power issues. The electrician found absolutely no problems with the electricity and opined that the machine is broken.

We have spoken with Fagor America on numerous occasions to get this problem remedied without any success. When I asked their service department about the bill for the electrician, his response was that it was my fault for hiring an electrician. This has been over 3 months without the ability to do laundry and Fagor's service center expressed no sympathy or sense of urgency to remedy the problem. I am extremely disappointed with the lack of service.Desired Settlement: I would like to be compensated for the electrician's bill because that was entirely unnecessary and caused by the defective product. We would like a brand new washer/dryer that properly functions, or a refund in cash so that we can buy a reliable product.

Business

Response:

To Whom It May Concern,

We had a conversation with [redacted] this morning ( on October 23rd, 2014). We confirmed the information we needed from him to issue the refund he requested. He was satisfied with the resolution and a check will be sent to him shortly.

Please, feel free to contact me if you need any additional information.

thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this partially resolution is satisfactory to me. I am happy that they are refunding me for the cost of the machine; however, I incurred costs related to hiring an electrician as well. I will be presenting a copy of that invoice to the warranty servicing company engaged by Fagor. My understanding is that the warranty service company will be reimbursing me for the electrician's bill. These costs arose as a direct result of Fagor's product being defective and expect reimbursement. However, if the warranty servicing company fails to reimburse me for these costs, I would request that Fagor America cover those costs.

Regards,

Review: I filed a claim in September of 2012. No response to multiple attempts made regarding my defective product claim. Company has not provided me withy claim number or adjusters claim and just sent me a waiver release for nominal amount. I do not know if their attempting this to avoid filing a claim. I would like my adjusters info do that I can move forward with my claim before the statute to file a claim tolls. Thank you, Desired Settlement: I would like my adjusters name claim number and a call along with a response letter acknowledging receipt of my cla and an appropriate amount to settle my claim.

Review: Purchase a Fagor Pressure Cooker 5 pc set. After a week went by I open the box. The 4 qt pan and lid okay.

The box with the pressure cooker (seal) I opened to get the Pressure cooker out. This what I found - pitted inside and the bottom tainted and scratches. In a word, it look used. I purchase this from Costco and this was the last one.

I like the set except for the pressure cooker. I could return the whole items but I will not be able to get another at the price I paid ($70.00) at Costco. I wish the company could just send a replacement or exchange for a 6 qt. and lid pressure cooker. I also sent them pictures and receipt.Desired Settlement: replacement or exchange

Business

Response:

Good afternoon, It is true the customer contacted us about the Pressure Cooker Set. However there was no mention about the set being brand new, and the customer service team assumed it was used and the discoloration was caused because of incorrect use of the product. It was a misunderstanding and we apologize for it. We will be contacting the customer to replace the pot with the discoloration and send him a brand new one.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Customer Service has never answered phone calls and emails.Desired Settlement: They never delivered the Support Handle and the Silicon Sealant for my FAGOR Presure Cooker.

Consumer

Response:

Today I have been contacted by FAGOR AMERICA representative and I got the correct information, so the case could be close as solved.Thanks for your business!

Review: In early 2014 I purchased a Fagor product (Dual action toaster oven) at Fry's Electronics. The product claims a 1 year warranty. I contacted Fagor at their toll free contact number and spoke to a "[redacted]" about a product failure I had. The Hologen element portion of the toaster over apparently "blew out" in late November as it got very bright for a moment when the oven was turned on, they went dark and stays dark. On the occasion I spoke to [redacted] (Thursday, December 11, 2014 I believe) he said he would call the warehouse to see if they had a replacement he could send out and get back to me, probably the next day (Friday) or possibly Monday. I didn't hear from him and tried to contact him again on Tuesday (I think it was) - but was unable to speak to an actual person and left a message. I also filled out the on-line contact form and explained the issue. I called the toll free number one more time and was again required to leave a message. To date (December 22) I have not heard from [redacted] or anyone else, nor have I received a response to my email inquiry. If their web site and phones didn't still work, I would begin to suspect they had gone out of business.Desired Settlement: This was fairly expensive for a toaster oven, and I'm tempted to just throw it away and get a different one, but the thing is still in warranty and I don't see why I should waste $150 on an (apparently) defective product. I would like Fagor to send me a replacement. If they want the old broken one back, since they don't seem to have a location in the area where I could drop it off, and it would be too expensive to make it worthwhile to ship to New Jersey, they can send the carrier of their choice to pick it up. I will put it back in the box (which I still have) and tape it up for transit. Failing that, at the very least send out a new set of halogen elements with installation instructions.

Business

Response:

Good evening, First we would like to apologize for the delay in replying to our customer and to your inquiry. Some of the staff was out of the office for the Holiday Season. We are going to send the replacement Toaster oven as per our customer's request. The unit is being shipped today, January 7th by UPS. Please feel free to reach out to me if you have additional questions. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided, of course, that Fagor actually did what they said they would do. As of this time no replacement item has actually been received .... it's too soon to expect it at any rate. I will follow up again if not received in a reasonable time. Thank you.