Design Services Northwest, Inc.

We received your letter regarding Mr [redacted] complaint. Our company fabricates high end stainless steel pans. The style of pan that Mr [redacted] purchased comes with an electric heating element. The element is manufactured by a well-respected company by the name of George Ulanet...

Company. They have been in business since 1931 and specialize in electric heat and heat control. Big Jim’s Gun does NOT contribute in any way to the manufacturing of these elements. We simply resell these elements from George Ulanet Company. With the exception of Mr [redacted], we have had very positive feedback about their performance. That being said, Mr [redacted] feedback is very important to us and we take his concerns very seriously.I sent Mr [redacted] a prepaid shipping label with which we expect him to return the damaged product to us for inspection. When Mr [redacted] approached us with his concerns, we explained to him that the product must be inspected for defect before the refund can be processed. However, if Mr [redacted] issue is proven to have been caused by his own negligence, that would not warrant a full refund. If there was a serious known issue with these heating elements, obviously it would be both counterproductive and costly for us to continue offering them to our customers. There is simply no benefit for anyone involved for us to offer a product we didn’t believe in.All heating elements come with an operating instruction sheet from George Ulanet Company. Warnings include the following: The heating element coils can reach extremely high temperatures if not fully immersed and create a fire hazard. The heating element coils must be fully immersed to prevent a heater failure or fire hazard… The heaters shall not be left unattended.Please note that we have not charged Mr [redacted] for shipping – neither on his original purchase nor on return shipping nor on replacement parts. We have done everything we can to address Mr [redacted] concerns in a fair manner. He simply needs to return the product using the shipping label that we provided. We will continue to work with Mr [redacted] to resolve this issue.Kim, I would like to thank you and your team for your help in assisting Mr [redacted]. Please let me know if you have any other questions for me.