The consumer contacted us and we advised that the pan would have to be sent to us for a warranty evaluation The consumer did not want to send the pan to us and could not provide any proof of purchase Without the pan being sent in for evaluation or a copy of the proof of purchase, we were unable to assist the consumer
I apologize for the delay in the repair We have contracts with independently owned service centers to do our warranty repairs for us The service centers are supossed to complete the repairs and return to the consumer within to weeks maximum I have discussed this matter with the manager in charge of the service centers and he will address the situation with the service center to ensure that necessary steps are taken to ensure that future repairs are completed within the agreed to time fram The fryer was repaired and returned to the consumer via [redacted] tracking number [redacted] Based on the information on ***.***, the package was delivered on July 17, at 9:AM As for the shipping, the warranty states that the consumer should send the product or component, postage-paid, together with proof of purchase, a description of the problem, and the return authorization number you were given, to the closest authorized [redacted] return facility
The consumer contacted us stating the non-stick was peeling In order to save the consumer from having to ship the pan in to us, we offered to attempt a warranty evaluation via digital pictures The warranty states “ [redacted] ® warrants the cookware to be free of manufacturing defects for life from the date of purchaseThis warranty does not cover damage due to misuse (including overheating, improper cleaning practices and non recommended oven use) or commercial useThis warranty does not cover staining, discoloration or scratching of the non-stick interior or the aluminum, porcelain enamel or stainless steel exterior.” When the pictures were received and reviewed, it was determined that the damage to the non-stick was a result of improper use and care and not a result of a manufacturing defect Based on the picture, the non stick has been overheated, scratched and there is indication that abrasive cleaning methods were used If the consumer contacts me directly at [redacted] extension ***, and provides reference number [redacted] I can send them a pan as a courtesy and we can discuss the proper use and care to prolong the life of the pan
The consumer contacted us on 12/13/stating they were missing parts when opening the box Per our guidelines, the representative asked for a proof of purchase, especially since the date code on the unit indicated that it was a discontinued unit that was over years old The consumer was referred to a supervisor Based on the notes in the system, the call did not last long before the consumer disconnected the call on the supervisor Since it was almost years ago, the supervisor would not have much recollection of what occurred The parts for that unit are no longer available If the consumer contacts me directly at [redacted] extension [redacted] and provides reference number [redacted] I will see if there is anything that we can do to assist her
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
This was from 2011. I have notes in my system that the consumer returned their 10.25” fry pan (consumer’s complaint states 8”) and it was inspected on 7/5/and our inspection department had a replacement order entered. The consumer called for a status and after
researching, the consumer was told that it was on back order until 8/16/2011. When I look at the order, for some reason the order went down to the shipping department on 8/29, but they didn’t ship it until 10/20/2011. Since this is years ago, it would be difficult to find out why the order sat in the shipping department for months before shipping. The consumer also states in his last contact with you that he received a sauté pan instead of a frypan. Since the consumer did not contact us, I cannot determine what the consumer actually received. The difference between a sauté pan and a fry pan varies between consumers and manufacturers. The order was entered for a fry pan that was most comparable to what the consumer sent us
If the consumer cares to contact me directly, I can attempt to determine what the difference is and send them a pan that meets with their description of a fry pan if it is available. They should refer to reference number *** when contacting me
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the requested recipt from the post office and the purchase invoice was sent to Ms Pat on 8/6/I am still waiting for the toaster she promised to replace on our last
phone conversation on 8/6/
The consumer sent back their tea kettle because it was leaking. The inspection department advised us that there was no inventory left so we contacted the consumer. The consumer agreed to a slow cooker as their replacement. When we advised the inspection department to place the
order for a slow cooker, they advised us that there was an inventory discrepancy and that they did have some kettles. The consumer stated that he did not need the tea kettle and would like to have the slow cooker still. The consumer was advised via e-mail on 10/4/that we would still honor the offer of the slow cooker once the kettle was returned to us unused. We provided a prepaid shipping label. When we received the tea kettle back it was used
After discussion with the consumer, we agreed to still send him a slow cooker. He was advised that it would be a “refurbished” unit. It was explained to the consumer that we don’t refurbish units here and that the term “refurbished” means that there is some damage to the packaging. The unit itself is brand new and has not been used. The order was entered 11/9/2011, but in checking the system, it did not ship until 1/10/2012. Since this was over years ago, it is difficult to track back what happened in the shipping department to cause it not to ship for months
I apologize for the delay in the repair. We have contracts with independently owned service centers to do our warranty repairs for us. The service centers are supossed to complete the repairs and return to the consumer within 2 to 3 weeks maximum. I have discussed this matter with...
the manager in charge of the service centers and he will address the situation with the service center to ensure that necessary steps are taken to ensure that future repairs are completed within the agreed to time fram.
The fryer was repaired and returned to the consumer via [redacted] tracking number [redacted]. Based on the information on [redacted].[redacted], the package was delivered on July 17, 2014 at 9:55 AM.
As for the shipping, the warranty states that the consumer should send the product or component, postage-paid, together with proof of purchase, a description of the problem, and the return authorization number you were given, to the closest authorized [redacted] return facility.
The consumer contacted us stating the non-stick was peeling. In order to save the consumer from having to ship the pan in to us, we offered to attempt a warranty evaluation via digital pictures. The warranty states “[redacted]® warrants the cookware to be free of manufacturing...
defects for life from the date of purchase. This warranty does not cover damage due to misuse (including overheating, improper cleaning practices and non recommended oven use) or commercial use. This warranty does not cover staining, discoloration or scratching of the non-stick interior or the aluminum, porcelain enamel or stainless steel exterior.” When the pictures were received and reviewed, it was determined that the damage to the non-stick was a result of improper use and care and not a result of a manufacturing defect. Based on the picture, the non stick has been overheated, scratched and there is indication that abrasive cleaning methods were used.
If the consumer contacts me directly at [redacted] extension [redacted], and provides reference number [redacted] I can send them a pan as a courtesy and we can discuss the proper use and care to prolong the life of the pan.
The consumer contacted us on 12/13/2011 stating they were missing parts when opening the box. Per our guidelines, the representative asked for a proof of purchase, especially since the date code on the unit indicated that it was a discontinued unit that was over 3 years old. The consumer...
was referred to a supervisor. Based on the notes in the system, the call did not last long before the consumer disconnected the call on the supervisor. Since it was almost 3 years ago, the supervisor would not have much recollection of what occurred.
The parts for that unit are no longer available. If the consumer contacts me directly at [redacted] extension [redacted] and provides reference number [redacted] I will see if there is anything that we can do to assist her.
The consumer contacted us on 8/22/2011 concerning a problem he was having with his espresso machine. The machine the consumer had was discontinued and the consumer provided us with a receipt for the purchase on 8/13/2010 for $499. We had the machine sent to one of our authorized...
service centers to be repaired. Due to the age of the machine some parts were discontinued so they were unable to repair it. The warranty does not provide for refunds. Refunds are handled at the retail level where the consumer purchased the item based on the retailers return policies. Since we did not have an item that was comparable in price and features, we offered the consumer a $500 credit towards any KRUPS product since that is what they had paid for the machine. The consumer did contact us and request replacement with an espresso machine that retailed for over $2,000. After discussion with one of our supervisors, the consumer did pick out 4 items – an espresso machine, a coffee grinder, a tea kettle and a toaster which [redacted]ed approximately $500. These items were shipped out to the consumer approximately 3 weeks after consumer provided us with the items they wanted for their credit.
The consumer contacted us and we advised that the pan would have to be sent to us for a warranty evaluation. The consumer did not want to send the pan to us and could not provide any proof of purchase. Without the pan being sent in for evaluation or a copy of the proof of purchase, we...
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The consumer contacted us and we advised that the pan would have to be sent to us for a warranty evaluation The consumer did not want to send the pan to us and could not provide any proof of purchase Without the pan being sent in for evaluation or a copy of the proof of purchase, we were unable to assist the consumer
I apologize for the delay in the repair We have contracts with independently owned service centers to do our warranty repairs for us The service centers are supossed to complete the repairs and return to the consumer within to weeks maximum I have discussed this matter with the manager in charge of the service centers and he will address the situation with the service center to ensure that necessary steps are taken to ensure that future repairs are completed within the agreed to time fram The fryer was repaired and returned to the consumer via [redacted] tracking number [redacted] Based on the information on ***.***, the package was delivered on July 17, at 9:AM As for the shipping, the warranty states that the consumer should send the product or component, postage-paid, together with proof of purchase, a description of the problem, and the return authorization number you were given, to the closest authorized [redacted] return facility
The consumer contacted us stating the non-stick was peeling In order to save the consumer from having to ship the pan in to us, we offered to attempt a warranty evaluation via digital pictures The warranty states “ [redacted] ® warrants the cookware to be free of manufacturing defects for life from the date of purchaseThis warranty does not cover damage due to misuse (including overheating, improper cleaning practices and non recommended oven use) or commercial useThis warranty does not cover staining, discoloration or scratching of the non-stick interior or the aluminum, porcelain enamel or stainless steel exterior.” When the pictures were received and reviewed, it was determined that the damage to the non-stick was a result of improper use and care and not a result of a manufacturing defect Based on the picture, the non stick has been overheated, scratched and there is indication that abrasive cleaning methods were used If the consumer contacts me directly at [redacted] extension ***, and provides reference number [redacted] I can send them a pan as a courtesy and we can discuss the proper use and care to prolong the life of the pan
The consumer contacted us on 12/13/stating they were missing parts when opening the box Per our guidelines, the representative asked for a proof of purchase, especially since the date code on the unit indicated that it was a discontinued unit that was over years old The consumer was referred to a supervisor Based on the notes in the system, the call did not last long before the consumer disconnected the call on the supervisor Since it was almost years ago, the supervisor would not have much recollection of what occurred The parts for that unit are no longer available If the consumer contacts me directly at [redacted] extension [redacted] and provides reference number [redacted] I will see if there is anything that we can do to assist her
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
This was from 2011. I have notes in my system that the consumer returned their 10.25” fry pan (consumer’s complaint states 8”) and it was inspected on 7/5/and our inspection department had a replacement order entered. The consumer called for a status and after
researching, the consumer was told that it was on back order until 8/16/2011. When I look at the order, for some reason the order went down to the shipping department on 8/29, but they didn’t ship it until 10/20/2011. Since this is years ago, it would be difficult to find out why the order sat in the shipping department for months before shipping. The consumer also states in his last contact with you that he received a sauté pan instead of a frypan. Since the consumer did not contact us, I cannot determine what the consumer actually received. The difference between a sauté pan and a fry pan varies between consumers and manufacturers. The order was entered for a fry pan that was most comparable to what the consumer sent us
If the consumer cares to contact me directly, I can attempt to determine what the difference is and send them a pan that meets with their description of a fry pan if it is available. They should refer to reference number *** when contacting me
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the requested recipt from the post office and the purchase invoice was sent to Ms Pat on 8/6/I am still waiting for the toaster she promised to replace on our last
phone conversation on 8/6/
The consumer sent back their tea kettle because it was leaking. The inspection department advised us that there was no inventory left so we contacted the consumer. The consumer agreed to a slow cooker as their replacement. When we advised the inspection department to place the
order for a slow cooker, they advised us that there was an inventory discrepancy and that they did have some kettles. The consumer stated that he did not need the tea kettle and would like to have the slow cooker still. The consumer was advised via e-mail on 10/4/that we would still honor the offer of the slow cooker once the kettle was returned to us unused. We provided a prepaid shipping label. When we received the tea kettle back it was used
After discussion with the consumer, we agreed to still send him a slow cooker. He was advised that it would be a “refurbished” unit. It was explained to the consumer that we don’t refurbish units here and that the term “refurbished” means that there is some damage to the packaging. The unit itself is brand new and has not been used. The order was entered 11/9/2011, but in checking the system, it did not ship until 1/10/2012. Since this was over years ago, it is difficult to track back what happened in the shipping department to cause it not to ship for months
I apologize for the delay in the repair. We have contracts with independently owned service centers to do our warranty repairs for us. The service centers are supossed to complete the repairs and return to the consumer within 2 to 3 weeks maximum. I have discussed this matter with...
the manager in charge of the service centers and he will address the situation with the service center to ensure that necessary steps are taken to ensure that future repairs are completed within the agreed to time fram.
The fryer was repaired and returned to the consumer via [redacted] tracking number [redacted]. Based on the information on [redacted].[redacted], the package was delivered on July 17, 2014 at 9:55 AM.
As for the shipping, the warranty states that the consumer should send the product or component, postage-paid, together with proof of purchase, a description of the problem, and the return authorization number you were given, to the closest authorized [redacted] return facility.
The consumer contacted us stating the non-stick was peeling. In order to save the consumer from having to ship the pan in to us, we offered to attempt a warranty evaluation via digital pictures. The warranty states “[redacted]® warrants the cookware to be free of manufacturing...
defects for life from the date of purchase. This warranty does not cover damage due to misuse (including overheating, improper cleaning practices and non recommended oven use) or commercial use. This warranty does not cover staining, discoloration or scratching of the non-stick interior or the aluminum, porcelain enamel or stainless steel exterior.” When the pictures were received and reviewed, it was determined that the damage to the non-stick was a result of improper use and care and not a result of a manufacturing defect. Based on the picture, the non stick has been overheated, scratched and there is indication that abrasive cleaning methods were used.
If the consumer contacts me directly at [redacted] extension [redacted], and provides reference number [redacted] I can send them a pan as a courtesy and we can discuss the proper use and care to prolong the life of the pan.
The consumer contacted us on 12/13/2011 stating they were missing parts when opening the box. Per our guidelines, the representative asked for a proof of purchase, especially since the date code on the unit indicated that it was a discontinued unit that was over 3 years old. The consumer...
was referred to a supervisor. Based on the notes in the system, the call did not last long before the consumer disconnected the call on the supervisor. Since it was almost 3 years ago, the supervisor would not have much recollection of what occurred.
The parts for that unit are no longer available. If the consumer contacts me directly at [redacted] extension [redacted] and provides reference number [redacted] I will see if there is anything that we can do to assist her.
The consumer contacted us on 8/22/2011 concerning a problem he was having with his espresso machine. The machine the consumer had was discontinued and the consumer provided us with a receipt for the purchase on 8/13/2010 for $499. We had the machine sent to one of our authorized...
service centers to be repaired. Due to the age of the machine some parts were discontinued so they were unable to repair it. The warranty does not provide for refunds. Refunds are handled at the retail level where the consumer purchased the item based on the retailers return policies. Since we did not have an item that was comparable in price and features, we offered the consumer a $500 credit towards any KRUPS product since that is what they had paid for the machine. The consumer did contact us and request replacement with an espresso machine that retailed for over $2,000. After discussion with one of our supervisors, the consumer did pick out 4 items – an espresso machine, a coffee grinder, a tea kettle and a toaster which [redacted]ed approximately $500. These items were shipped out to the consumer approximately 3 weeks after consumer provided us with the items they wanted for their credit.
The consumer contacted us and we advised that the pan would have to be sent to us for a warranty evaluation. The consumer did not want to send the pan to us and could not provide any proof of purchase. Without the pan being sent in for evaluation or a copy of the proof of purchase, we...
were unable to assist the consumer.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.