The Metal Ware Corporation

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 It does not matter how long the original unit has been out of warranty I am referring to the replacement part only, which did not even last two years I am asking you to replace it out of courtesy because I have had two of them break in such a short amount of time I did not lose the part and I still have the broken pieces Regards, [redacted]

The Metal Ware Corp [redacted] ** [redacted] January 6, [redacted] ** [redacted] , Dear Mr [redacted] , RE: [redacted] We received your letter dated January 6, regarding a complaint for a product that as the customer states in the complaint is out of warranty as it was purchased in April of This product comes with a limited one year warranty as listed below that is included in the manual and the warranty card that are packaged in the product's carton: This appliance is warranted for one year from date of original purchase against defects in material and workmanshipThis warranty does not cover transportation damage, misuse, accident or similar incident The customer contacted our Customer Service department and was informed the replacement part could be purchased as it is outside of the warranty period and they agreed to do so Sincerely, *** [redacted] The Metal Ware Corporation

The Metal Ware Corp [redacted] ** [redacted] January 16, Revdex.com of Wisconsin [redacted] ** [redacted] Attn: [redacted] , Dear Mr [redacted] , RE: [redacted] We received your letter dated January 6, regarding a complaint for a product that as the customer states in the complaint is out of warranty as it was purchased in April of This product comes with a limited one year warranty as listed below that is included in the manual and the warranty card that is packaged in the product's carton: This appliance is warranted for one year from date of original purchase against defects in material and workmanshipThis warranty does not cover transportation damage, misuse, accident or similar incident Over 30,of these food slicers have been sold and less than ½ of one percent of the screws have been shipped many because they were lost by the consumer Sincerely, *** [redacted] The Metal Ware Corp

[redacted] ** [redacted] September 9, Revdex.com of Wisconsin [redacted] ** [redacted] Attn: [redacted] , Dear Mr [redacted] , RE: [redacted] We received your letter dated September 9, regarding a complaint concerning a dehydrator componentThe customer contacted our Customer Service department on December 10th and on September 8th and she was informed she could return the unit for possible repair under the terms of the warranty Our products carry a one year limited warranty from the date of original purchase against defects in material and workmanshipFor service in warranty - Defective products may be returned, postage prepaid, with a description of the defect to: The Metal Ware Corporation, [redacted] ***, for no-charge repair or replacement at our optionA dated proof of purchase is required for the warranty to be applicable Sincerely, [redacted] The Metal Ware Corporation

Revdex.com: I 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 Thank you so much for your facilitation in this matterIt has been well over two weeks since my last message to the manager of customer service deptand he still did not bother to return my call.I purchased a kettle to boil waterI did not purchase it to have the water boil out and me have to start the boiling process all over againIn addition I do not believe that it is part of my obligation to record a video of me boiling water each time until I catch a video of it boiling out on meThis whole process could have been avoided if only the company lived up and adhered to it's warranty policy instead of telling me that I am crazy and that it's not possible for the unit "not" to turn offI guess it all started with bad customer service, and the fact that the manager after reviewing my proof in the form of the video stated that "the unit turned off, eventually" does not make any senseOff course the unit turned off, because all of the water was gone.Please, send me another prepaid label and we will try this all over againLet's sum all of this up:I have purchased your product (which is quite beautiful), but I have a faulty unit which turns off most of time but every once in a while it doesn'tI am worried about the times that it doesn'tI have small children at homeMy year old son makes and drinks a lot of teaI do not want him to get hurt due to a fact that the unit did not turn off and got extremely hot while he was making teaI don't feel that this is an unreasonable requestI am not trying to gain anything extra from this experienceAll I want is a kettle that is not a lemon and that will boil water and turn off when it's doneNothing more, nothing lessWhy don't you use this experience as a learning tool, not only in customer relations and service, but also in studying the technologyWhat is we were to replace this kettle with a new one and you can keep this one and do all the test possible on it and boil water a thousand times, and when it finally doesn't turn off you can examine why? This way I would be safe and you would have all of the proof without me recording the boiling processJust an idea, Regards, [redacted]

The Metal Ware Corp
*** *** ***
*** *** ** ***
*** ** *** **
November 7,
Revdex.com of Wisconsin
*** ** *** *** *** ***
*** ** ***
Attn: *** ***,
Dear Mr***,
RE: ***
We received your letter dated November 7, regarding a complaint concerning one of our products
This refusal begins with his statement “Thank you so much for your facilitation in this matterIt has been well over two weeks since my last message to the manager of customer service deptand he still did not bother to return my call.”
There has been no attempt at facilitation in our response and responses from the manager have been made to you twice and now a third time in writing by way of these correspondences
The complaint further states “This whole process could have been avoided if only the company lived up and adhered to it's warranty policy instead of telling me that I am crazy and that it's not possible for the unit "not" to turn off.”
We adhered to the policy, and could find no defect to repair or replace and we did not state that you were “crazy and that it’s not possible for the unit not to turn off”If the unit is operated with too little water in it then the unit will not turn off or not as quickly as it will when operated with sufficient water
“I guess it all started with bad customer service, and the fact that the manager after reviewing my proof in the form of the video stated that "the unit turned off, eventually" does not make any senseOff course the unit turned off, because all of the water was gone.”
At the beginning of the video it is observed that there was far too little water in the unit for it to operate properly we can only speculate how much water was in the unit when it was originally turned onThe unit did nor run dry as at the end of the video after the unit turned off the complainant is shown pouring water into a receptacle and placing a thermometer in the water
“Let's sum all of this up:
I have purchased your product (which is quite beautiful), but I have a faulty unit which turns off most of time but every once in a while it doesn't.”
We fully believe if the unit is operated with sufficient water it will function correctlyBut we are willing to test it over and over again with the sufficient amount of water if the complainant returns the unit under the terms of the warrantyFor service in warranty - Defective products may be returned, postage prepaid, with a description of the defect to: The Metal Ware Corporation, Monroe Street, Two Rivers, Wisconsin 54241,
“I have small children at homeMy year old son makes and drinks a lot of teaI do not want him to get hurt due to a fact that the unit did not turn off and got extremely hot while he was making tea
Water that is boiled becomes very hot (F) and we are very concerned about the safety of children and list on page under important Safeguards
Close supervision is necessary when any appliance is used by or near children
We do not advise that any of our units should be used by or near children without close Supervision
Upon receipt of the unit in question it will be thoroughly tested and replaced if a defect is found
Sincerely,
*** ***
*** *** ***
The Metal Ware Corporation

The Metal Ware Corp
*** *** ***
*** *** ** ***
*** ** *** **
October 30,
Revdex.com of Wisconsin
*** ** *** *** *** ***
*** ** ***
Attn: *** ***,
Dear Mr***,
RE: ***
We received your letter dated October 24, regarding a complaint concerning one of our productsThe customer contacted our Customer Service department on August 25th and on September 3rd a new unit was sent to them
On September 11th after the customer complained about the operation of the replacement unit a Call Tag was sent to the customer to return the unitUpon receipt the unit was thoroughly tested and found to have no defect and was returned to the customer
On October 20th a video of the customer operating the unit was received, the video was viewed by our Engineering Department and it was observed that the customer was operating the unit with too little waterUnlike the customers claims the unit did turn off at the end of the videoTo address the customers concerns that the unit could catch on fire, the unit is equipped with a TCO that will cut off the current to the heating element if it were to overheat
Our products carry a one year limited warranty from the date of original purchase against defects in material and workmanshipFor service in warranty - Defective products may be returned, postage prepaid, with a description of the defect to: The Metal Ware Corporation, *** *** *** *** *** *** ***, for no-charge repair or replacement at our option
Sincerely,
*** ***
*** *** ***
The Metal Ware Corporation

Revdex.com:
I 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.
Thank you so much for your facilitation in this matter. It has been well over two weeks since my  last message to the manager of customer service dept. and he still did not bother to return my call.I purchased a kettle to boil water. I did not purchase it to have the water boil out and me have to start the boiling process all over again. In addition I do not believe that it is part of my obligation to record a video of me boiling water each time until I catch a video of it boiling out on me. This whole process could have been avoided if only the company lived up and adhered to it's warranty policy instead of telling me that I am crazy and that it's not possible for the unit "not" to turn off. I guess it all started with bad customer service, and the fact that the manager after reviewing my proof in the form of the video stated that "the unit turned off, eventually" does not make any sense. Off course the unit turned off, because all of the water was gone.Please, send me another prepaid label and we will try this all over again. Let's sum all of this up:I have purchased your product (which is quite beautiful), but I have a faulty unit which turns off most of time but every once in a while it doesn't. I am worried about the times that it doesn't. I have small children at home. My 10 year old son makes and drinks a lot of tea. I do not want him to get hurt due to a fact that the unit did not turn off and got extremely hot while he was making tea. I don't feel that this is an unreasonable request. I am not trying to gain anything extra from this experience. All I want is a kettle that is not a lemon and that will boil water and turn off when it's done. Nothing more, nothing less. Why don't you use this experience as a learning tool, not only in customer relations and service, but also in studying the technology. What is we were to replace this kettle with a new one and you can keep this one and do all the test possible on it and boil water a thousand times, and when it finally doesn't turn off you can examine why? This way I would be safe and you would have all of the proof without me recording the boiling process. Just an idea, 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 at no time was I ever told the unit could be returned postagee prepaid, and if this is the case, why I have I not received the postage information

The Metal Ware Corp.
[redacted]
[redacted]
[redacted]  [redacted]
 
 
January 16, 2015
 
Revdex.com of Wisconsin
[redacted]
[redacted]  [redacted]
Attn: [redacted],
 
 
Dear Mr. [redacted],
 
RE: [redacted]
                       
 
We received your letter dated January 6, 2015 regarding a complaint for a product that as the customer states in the complaint is out of warranty as it was purchased in April of 2012.
 
This product comes with a limited one year warranty as listed below that is included in the manual and the warranty card that is packaged in the product's carton:
 
This appliance is warranted for one year from date of original purchase against defects in material and workmanship. This warranty does not cover transportation damage, misuse, accident or similar incident.
 
Over 30,000 of these food slicers have been sold and less than ½ of one percent of the screws have been shipped many because they were lost by the consumer.
 
Sincerely,
 
 
[redacted] [redacted]
[redacted]
The Metal Ware Corp.

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.
It does not matter how long the original unit has been out of warranty.  I am referring to the replacement part only, which did not even last two years.  I am asking you to replace it out of courtesy because I have had two of them break in such a short amount of time.  I did not lose the part and I still have the broken pieces.
Regards,
[redacted]

The Metal Ware Corp.
[redacted]
[redacted]
[redacted]  [redacted]
 
 
January 6, 2015
 
[redacted]
[redacted]
[redacted]  [redacted]
[redacted],
 
 
Dear Mr....

[redacted],
 
RE: [redacted]
                       
 
We received your letter dated January 6, 2015 regarding a complaint for a product that as the customer states in the complaint is out of warranty as it was purchased in April of 2012.
 
This product comes with a limited one year warranty as listed below that is included in the manual and the warranty card that are packaged in the product's carton:
 
This appliance is warranted for one year from date of original purchase against defects in material and workmanship. This warranty does not cover transportation damage, misuse, accident or similar incident.
 
The customer contacted our Customer Service department and was informed the replacement part could be purchased as it is outside of the warranty period and they agreed to do so.
 
Sincerely,
 
 
[redacted]
[redacted]
The Metal Ware Corporation

[redacted]
 
 
September 9, 2014
 
Revdex.com of Wisconsin
[redacted]
Attn: [redacted],...


 
 
Dear Mr. [redacted],
 
RE: [redacted]
                       
 
We received your letter dated September 9, 2014 regarding a complaint concerning a dehydrator component. The customer contacted our Customer Service department on December 10th 2013 and on September 8th 2014 and she was informed she could return the unit for possible repair under the terms of the warranty..
 
Our products carry a one year limited warranty from the date of original purchase against defects in material and workmanship. For service in warranty - Defective products may be returned, postage prepaid, with a description of the defect to: The Metal Ware Corporation, [redacted], for no-charge repair or replacement at our option. A dated proof of purchase is required for the warranty to be applicable.  
 
Sincerely,
 
 
[redacted]
The Metal Ware Corporation

The Metal Ware Corp.
[redacted]
[redacted]
[redacted]  [redacted]
 
 
September 13, 2014
 
Revdex.com of Wisconsin
[redacted]
[redacted]  [redacted]
Attn: [redacted],
 
 
Dear Mr. [redacted],
 
RE: [redacted]
                       
 
We received your letter dated September 12, 2014 regarding a complaint concerning a dehydrator component. The customer contacted our Customer Service department on December 10th 2013 and on September 8th 2014 and she was informed she could return the unit for possible repair under the terms of the warranty..
 
Defective products may be returned, postage prepaid,
 
It is evident that the definition of “prepaid” is not understood by this customer. Prepaid by definition is paid for in advance (by the shipper). 
 
 with a description of the defect to: The Metal Ware Corporation, [redacted], for no-charge repair or replacement at our option. A dated proof of purchase is required for the warranty to be applicable.  
 
Sincerely,
 
 
[redacted]
[redacted]
[redacted]

Review: I purchased a nesco dehydrator last year from amazom, and when I recieved the product it worked ffor one day. it was nearly a month before I used it and I could no longer return it to amazon. I have been calling the Nesco corp since october of last year , and the customer service is horrible, I was given outragous instructions on sending the unit back and was told I would have to pay for the shipping, and also perhaps the repair. this situation has continued till this day September 8, 2014. I am still told that shipping is on me and a lot of outlandish return instructions. I asked that a new motor to just be sent to me, after all this is my second dehydrator form Nesco and the company continues to give me a hard time. at this point I feel I deserive a new motor without charge, that includes shipping or anything else. If I origionally knew that this company does not care what shape their appliances are in when they sell them to the consumer, is appaulling in other words they take your money and make it impossible to return or offer replacements for thier productsDesired Settlement: I want a new dehydrator or motor its for the nesco model The american Harvesdt Jerky xpress

Business

Response:

Review: I bought this item from [redacted] catalog. The item was a manufacture shipped item and was delivered to my home. Once I opened the box, which I received not damaged, the 18QT Roaster Oven that I had ordered was damaged. I took the oven back to [redacted] to where they re-ordered this item again for me. I received it today and once again I received it damaged not as bad as the first but it was still defective/damaged and again the box was fine. These items seemed to me have been defective when they were originally put in the box for shipment. I called as soon as I opened the box to their customer service who told me to take it back to [redacted] and return it and have them re-order it. Or to send it back as my expense. I already took it back once and used my gas money, why should I have to take it back again or send it to them paying the shipping costs for return. The lady that I talked to I felt did not have very good customer service and I would like to get a new roaster oven shipped to me but I would like to have them make sure it is not damaged. I also paid for the extra warranty from [redacted] and I want that honored also. I also took a picture of this roaster oven to show the damage on this roaster. This one is not as bad as the first one but still needs to go to Nesco quality control to check them better before shipping out to there customers.Desired Settlement: I want to have a replacement either of a better quality or a replacement of what I have without having me to have to go back to the store and waste my money getting there or have a Pre-paid RA sent to me with a new product that is not damaged.

Business

Response:

Review: I received a dehydrator as a present that was on a recall list under the name of Nesco Company. I called customer service and was told that Nesco is no longer in business and there was nothing I could do even though they answered the phone "Nesco".

This product cost approximately $110 and is involved in a recall that causes unit to catch fire.

Please help. I think I deserve either a replacement or refund.

Thank you for your help.Desired Settlement: Replacement or refund.

Business

Response:

The Metal Ware Corp.

Review: I purchased an Open Country Electric Food Grinder Model number FG-350SK approximately 3/4 years ago, and have only used the grinder 3 maybe 4 times total to grind up deer meat into hamburger after deer season December. We did not use the grinder in 2012 as no one in our family got a deer, therefore it was only used in 2011, 2010, The only thing that has ever been ground up in this grinder is throughly cleaned deer meat. When we bulled it out this year to use it, it worked for about 15 minutes and then there was a lound clunk and it came to a stop. Upon taking the grinder apart we noticed that the plastic gear was broken into several pieces. So I sent them an email using their "contact us" form on the [redacted] website. This contact form was sent to them on Monday, December 16, 2014 and explained that we were looking for replacement gears for our grinder that we could purchase and fix since my fiancee is good with that kind of stuff and we knew what the problem was. I got a response back a short time later on December 16, 2014 that they are not permitted to sell or ship any type of internal parts per insurance restrictions and they gave us a [redacted] Customer Service number to call ###-###-#### and so we did. The customer service representative checked with the repair department who stated with the demand for the gear part he had none left and would not be getting anymore in the future. So with having been told that I sent and email back to [redacted] informing them that this part was not available and would not be in the future. They told me we could ship the grinder back to them directly and they would repair it for a cost of $50-$70 plus the cost of shipping. So after doing some research online I have found that this particular has many complaints for the same defective part that we are experiencing an issue with. So after reading the reviews/complaints from other people I came to the conclusion that I was not going to ship it back to them for repair at that cost because they were just going to replace it with another plastic/nylon gear that would most likely break again in the future and I could not justify paying that amount of money for a repair when a new one could be purchased for approximately the same amount. When I emailed them back explaing my situation and my thoughts and concerns they then referred to the 1 year warrenty and that it has expired. My problem is not with the warrenty it is with the defective part. Since this product is only used by us once a year it would have outlasted the warrenty UNLESS, if we would have used it multiple times throughout the year then most likely it would have NOT have outlasted the warrenty. Clearly from all the complaints by others on multiple websites this is a poorly made product and I would like to see some action taken to hold the manufacturer responsible for their quality of work. They refuse to offer us anything more then a charged repair (our out of pocket expense) along with shipping (also an out of pocket expense). They have continually through emails tiptoed around the fact that the product is faulty and they continually had behind the 1 year warrenty and how it was expired at the time of breakage. I realize at this point that I most likely will not get a desired result from this but I would definately like you to know and others to be made aware of the how they [redacted], the manufacturer of the grinder, does not at all stand behind their product and that they were very unwilling to work with us as far as coming to some sort of resolution to this matter. Their final response to me was this " I have given you the only option that is available...the charged repair. If you do not wish to pursue this option, you may contact the Revdex.com" so I thanked them and here we are with my complaint being sent to you. I have kept their emails and I also have complaints from others on multiple websites concerning the same issue I am writing to you about today, Tuesday, December 17, 2013.Desired Settlement: I would like for this information to be made to the public both that the manufacturer does not stand behind their product and that they refused to work with us on resolving the matter. I was most willing to purchase a $10/15 gear and replace it but they won't even allow us to do that. They want us to ship it back to them so that they can charge outragous prices for something that would take my fiancee 10 minutes to fix if we had the gear. It's crazy and I refuse to do that. I would be willing to settle for them sending us a replacement gear so that we may make the repair ourselves. In my opinion, it should be the same as a car with a defective part. A recall is issued and the part is repaired or replaced at no cost to the buyer. I realize we are in a world where this rarely happens but I think that product manufacturers should be held accountable for the quality of the products they manufacturer. We paid $99.99 for this grinder at [redacted] Store and by looking and reading the box you would think (first mistake) that this grinder should be able to grind nuts and other slightly harder objects, however, it appears that I struggles to even work with cutting through soft deer meat. Ultimately, I would like a refund or at the very least a replacement gear (at not cost to us) be sent to me so that we don't have to dispose of the grinder itself. One would think with plastic gears the company/manufacturer would make them more readily available since they are bound to break or chip and need replaced. Unfortunately we had no way of knowing the internal gears were made of plastic or we would most likely not have purchased it.

Business

Response:

Review: It all started when my original kettles switch went out. I contacted the company and yes they did replace the electric water kettle under the warranty. As a form of replacement I received a Refurbished unit with which I am still having issues. Couple days into having the replaced unit, I noticed that the water just kept on boiling and that the unit wasn't turning off. It happened several times. Since then I am sure that out of 10 times the unit will turn of maybe 9 but at least once or twice it will just keep on boiling. So I called the company and explained to them my concern. At first, Linda (their customer service rep) laughed in my face, stating that that's not possible, that the unit needs to turn off and that I am making stuff up. So, the unit was sent it. After a week I received it back with a note that everything is fine. I started using it again, until the next time when it didn't turn off again! This time I was able to get my camera and record the unit boiling all off the water out, from a full kettle to two teaspoons. My video is over 4 mins 30 seconds long. The whole boiling process must have taken at least 12 minutes. After contacting the company again, I spoke to Jana this time. She instructed me to send the video in, which I did. On Oct 20th I spoke to Jana about the video, and her response was that the manager saw the video and concluded that the kettle finally did turn off so the unit works fine. I left him a message and as of 10/24 he still didn't get back to me.

Here is my issue: I have a faulty electric kettle which once in a while doesn't turn off and boils out all of the water. I feel that it's a safety hazard. The company should issue a Recall of these units, and not tell me that it turns off eventually. What if it catches on fire and someone gets hurt? I paid over $65 for this unit. At this time I am so discussed it with this company by laughing at me on the phone saying that I am crazy, to me putting up with a kettle that doesn't turn off, and managers not calling me back, that I would like the unit replaced for a new one not refurbished or get my moneyback and I will purchase a different brand of a kettle.Desired Settlement: I would love to get the unit replaced for a NEW one and not Refurbished. My original unit is less then 1 year old, why should I get a refurbished unit (all dirty and disgusting, like the one that I received), or just give me my money back and I will purchase another kettle from a different brand

Business

Response:

Review: I purchased a food slicer, model FS-150PR, in April 2012. About a year later, just after the warranty expired, the plastic locking screw that fastens the blade to the unit broke, and I ordered and paid for a replacement on May 29, 2013. In December 2014, the locking screw broke again, and I ordered and paid for a second set of replacement screws. I was told the company does not make locking screws of metal or any sturdier material, and the company refused to provide the replacement screw at no cost, despite that I already paid to replace this same part the previous year. Although I only use the slicer about once every 2-3 months, it seems the locking screws don’t last more than about a year to a year and a half. The fact that two locking screws have broken in such a short span of time also represents a safety hazard in that if the screws fail so easily, there is a risk that the blade could detach while in operation and seriously injure the user. Whether the unit is under warranty or not, replacement parts should last for more than 5 or 6 sessions of normal use, and I shouldn’t have been charged for the second replacement.Desired Settlement: The company needs to refund the total cost, including shipping, for the second set of replacement screws I was made to pay for. The company also needs to review the design and manufacture of the locking screw to ensure it will not fail so easily.

Business

Response:

The Metal Ware Corp.