DuPont Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There were repairs made and that is where the issue is again The repairs have cracked in the same spot and have new ones How was I to know when I signed off saying I was satisfied with the repairs that they would crack again in the very same spot If Corian is not heat resistant why would a company install a stovetop/cooktop into their product knowing that there will be issues down the road Is it generally after the warranty that most people have this issue?

Business response: This consumer warranty expired in Feb 2014. While we did complete a repair under warranty, there is no indication she was not satisfied with the results of the repair as she signed off upon completion. In addition, after 10 years of use we would not entertain any type... of financial settlement so she can purchase a competitive product for replacement.

Our Customer Service Center representatives responded to this customers' call in June and have tried to understand and help satisfactorily resolve their complaint regarding their reported crack to the DuPont™ Corian® countertops in their kitchen. A claim was set up and assigned to our service... provider, Service Link, who would go to their residence to inspect the reported failure.For each time Service Link has scheduled visits to conduct the inspection, customer has cancelled. For reference the dates were: 7/19/2016, 8/2/2016, 8/23/2016 and 9/19/2016. After the last cancellation, the customers indicated they would call to reschedule to the end of October; we have yet to receive their call.Therefore, without an inspection we are unable to address this claim. We remain available to discuss this issue with the customers should we have an opportunity to conduct an inspection. DuPont Warranty Center can be reached at [redacted] or to schedule an appointment for an inspection, and Service Link can be reached at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This complaint refers to the outcome of the first visit of Surface Link to our house in Nov-Dec of I do not have the exact date handy but I am sure they can look it upIt was at that time they inspected our first crack in the counter and determined it was due to excessive heat and denied the claimSince that time I had the opportunity to have an independent inspector look at the installation and he quickly pointed out at least three fabrication errorsWe believe these errors are significant and in fact the root cause of the failureSince this time we have had a second crack occur, and contacted Dupont againWe explained the new failure and also the discovery of the fabrication errors and they determined that their service guys (Surface Link) should come out and see it againThis is the reason for the second visit request mentioned in Surface Link's reply above I am very happy to hear that Dupont is willing to take a look at the evidence we have showing the fabrication errors, and welcome another visit by Surface Link if they feel that is the way to proceedOn their part, it is true that Surface Link has been very good about trying to set up an appointment to visit, but we have not yet been able to find a mutualy agreeable time for the inspector to visitWe never canceled any appointments because there never was an appointmentThey asked if they could just put something in the calendar to remind them to give a call backThese are the dates refered to in their letterYes, it is now the end of October and I am available to meetI have called Surface link and tried to setup appointments for the past two Fridays, 10/and 10/28, but they are busyI requested that they contact me on the next Friday they can make it. They have only a single inspector (*** *) serving the entire Northeast US apparently and he needs to drive from Conneticut to our house in NJ
Regards,
*** *** *** ***

This is in response to your letter of rebuttal dated November 1, We recently spoke with the customer regarding his claim and have decided as an accommodation to the customer to replace the countertops, at no cost to the customer, to the extent the customer claims that the surface material is defective.We are engaging in this complaint solely for the purpose of fostering good customer relations and it is not intended, nor should it be interpreted, as an admission of liability on the part of DuPont.We believe that this will forever settle, adjust or discharge all claims of the customers against DuPont relating to their product complaint

Thank you for your correspondence of May 6, 2015 to [redacted] from our company, regarding the above claim. I have assumed Ms. [redacted]' position.Mr. [redacted] will be contacted by [redacted] from our customer service department for resolution of this matter. It is our intent to...

replace this cook top cutout even though the warranty has expired.My apologies for the delay in this response. Please direct any further correspondence regarding this or other DuPont Corian® products to my attention

Business response: This consumer warranty expired in Feb 2014.  While we did complete a repair under warranty, there is no indication she was not satisfied with the results of the repair as she signed off upon completion.  In addition, after 10 years of use we would not entertain any type...

of financial settlement so she can purchase a competitive product for replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
This complaint refers to the outcome of the first visit of Surface Link to our house in Nov-Dec of 2015. I do not have the exact date handy but I am sure they can look it up. It was at that time they inspected our first crack in the counter and determined it was due to excessive heat and denied the claim. Since that time I had the opportunity to have an independent inspector look at the installation and he quickly pointed out at least three fabrication errors. We believe these errors are significant and in fact the root cause of the failure. Since this time we have had a second crack occur, and contacted Dupont again. We explained the new failure and also the discovery of the fabrication errors and they determined that their service guys (Surface Link) should come out and see it again. This is the reason for the second visit request mentioned in Surface Link's reply above.
 
I am very happy to hear that Dupont is willing to take a look at the evidence we have showing the fabrication errors, and welcome another visit by Surface Link if they feel that is the way to proceed. On their part, it is true that Surface Link has been very good about trying to set up an appointment to visit, but we have not yet been able to find a mutualy agreeable time for the inspector to visit. We never canceled any appointments because there never was an appointment. They asked if they could just put something in the calendar to remind them to give a call back. These are the dates refered to in their letter. Yes, it is now the end of October and I am available to meet. I have called Surface link and tried to setup appointments for the past two Fridays, 10/21 and 10/28, but they are busy. I requested that they contact me on the next Friday they can make it.  They have only a single inspector ([redacted]) serving the entire Northeast US apparently and he needs to drive from Conneticut to our house in NJ.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There were repairs made and that is where the issue is again.  The repairs have cracked in the same spot and have new ones.
How was I to know when I signed off saying I was satisfied with the repairs that they would crack again in the very same spot.
If  Corian is not heat resistant why would a company install a stovetop/cooktop into their product knowing that there will be issues down the road.  Is it generally after the warranty that most people have this issue?

Our Customer Service Center representatives have responded to Customer's multiple calls over the last several months and have tried to understand and help satisfactorily resolve her complaint regarding the DuPont™ Zodiaq®  countertops she claims are installed in the kitchen of her residence....

  Initially, the representative offered potential solutions that a customer could do to address the reported issues of stains and dull finish to a Zodiaq® countertop.ubsequently, when the Customer reported dissatisfaction with the proposed solutions, representatives repeatedly explained to the Customer that in order to determine whether the warranty for the DuPont™ Zodiaq® surfaces applied, the Customer would need to provide documentation confirming proof of purchase and installation of the countertop through a DuPont Authorized Zodiaq® Installer.  To date, this Customer has not provided any documentation such as a receipt of purchase, when the counter tops were received, or who installed them.  Our last attempt to contact the Customer was by a customer service supervisor on 4/6/2015; our records indicate that the Customer did not respond to her voicemail message.Per the terms of our warranty, there must be documentation that demonstrates proof of purchase before we can continue to consider whether a customer's issues qualify under the terms of the warranty.  For your convenience, attached is copy of the warranty.We remain available to discuss this issue with the Customer should evidence be provided regarding proof of purchase.

Our Customer Service Center representatives responded to this customers' call in June and have tried to understand and help satisfactorily resolve their complaint regarding their reported crack to the DuPont™ Corian® countertops in their kitchen. A claim was set up and assigned to our service...

provider, Service Link, who would go to their residence to inspect the reported failure.For each time Service Link has scheduled visits to conduct the inspection, customer has cancelled.  For reference the dates were: 7/19/2016, 8/2/2016, 8/23/2016 and 9/19/2016.  After the last cancellation, the customers indicated they would call to reschedule to the end of October; we have yet to receive their call.Therefore, without an inspection we are unable to address this claim. We remain available to discuss this issue with the customers should we have an opportunity to conduct an inspection.  DuPont Warranty Center can be reached at [redacted] or to schedule an appointment for an inspection, and Service Link can be reached at [redacted]

Review: We paid to have Corian counter tops installed by a local certified Corian contractor about 10 years ago.

We have had issues with the Corian cracking. We had to file a claim with the Revdex.com a few years ago to get our Corian fixed even though it was under warranty at the time. Now our warranty has either run out or is real close and the counter tops have cracked again some in the same place and a few new ones.

We are very dissatisfied with our counter tops and the quality. We have a large family of 8 and purchased them because the sales pitch was about how durable they are...well they are not heat resistant. The cracks are around the stove top and if they knew they were not heat resistant why would they install knowing the problem down the road?!

Very disappointed in the product.Desired Settlement: We would like replacement counter tops of equal value but not Corian as they will just continue to crack after time. Or compensation so we can replace them with something different.

Business

Response:

Business response: This consumer warranty expired in Feb 2014. While we did complete a repair under warranty, there is no indication she was not satisfied with the results of the repair as she signed off upon completion. In addition, after 10 years of use we would not entertain any type of financial settlement so she can purchase a competitive product for replacement.

Consumer

Response:

Review: Upon the purchase of the product no warrant was issued. The item was purchased on 5/27/2004.

Upon purchasing this item my question was how long was the warranty. The sales person informed my that the warrant was lifetime.

I've had this item repair 4 times since purchased.

Made a 5th call for a repair to the repair center ([redacted] this call was on 1-12-2015 and your customer service rep. was [redacted] and he informed my that my warranty had expired.

Since I had not received any warranty or letter that the warranty was up I then requested to see/received a warranty that the customer service representative was referring to. This letter was written on 3-16-2015 and the warranty was received in 14 days which was the request in the body of the letter, along with requesting for documents of services which was not mailed. There was never any documents left at all for items repaired and what was done to it. I only received the warranty.

I would like someone to look into the service call repairs and then honor the warrant. I would like my Corian replaced.

If you have any questions I can be reached at above address.Desired Settlement: All repaired parts are still cracked. Replace

Business

Response:

Thank you for your correspondence of May 6, 2015 to [redacted] from our company, regarding the above claim. I have assumed Ms. [redacted]' position.Mr. [redacted] will be contacted by [redacted] from our customer service department for resolution of this matter. It is our intent to replace this cook top cutout even though the warranty has expired.My apologies for the delay in this response. Please direct any further correspondence regarding this or other DuPont Corian® products to my attention