Director Help: Replacing Cookware Under Warranty

[cookingwithlove]

Help :help: :help::help: :help: :help:

I have a customer that wants to have her cookware replaced.

This is her email to me:

Hi! Haven't talked with you for awhile.

Just wanted to know what I need to do about my cookware... they are very scratched and the handle on my 10" skillet is torn. I think they have a warranty, but I wanted
to ask you for sure.

Thanks

I am not in a very good mood for writing about our warranty and with the changes that all cookware gets inspected, I never know what to say. What do you send a customer when they want their cookware replaced?

 

[cincychef]

If your mood has to do with the excellence awards I understand! I just ask them the 5 questions, which pieces, did she put them in the dishwasher, use pam cooking spray, metal utensils etc. Usually based on their answer I can either explain they voided the warranty or feel confident that PC will replace it when they are sent back. I don't say much about the inspection part. I haven't had any trouble, but I have only had to send back a piece or 2.

 

[Sheila]

And is her cookware the current line or an older line?I'd just tell her:

Due to a high number of customers not following the use & care cards and then asking for replacements, Pampered Chef has had to revamp their policy of checking the cookware to ensure that the damage was under normal use and not some form of abuse. They prefer that the Consultants are not involved in the process since it's impossible for them to train us all on what to look for. I'll need to refer you to the Home Office on this one. You can reach them at 888-OUR-CHEF. Let them know that you bought it from Consultnat #__________ on [Cooking?] Show Number #______. They should be able to help you with a reference number to return the item(s) in question so that they can examine it for signs of abuse. Thanks for understanding the new rule. If there's anything else that I can help you with, please don't hesitate to call or e-mail.

 

[cookingwithlove]

I am feeling very whimpy and did not want to have the conversation over the phone. Thank you for the words Sheila, they helped a lot!

 

[Sheila]

I've had days like that myself. You're welcome.