None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 28, 2017 23:56:03 GMT
10/31/17: Update: I emailed and called the rep who had sent me the release to sign. I asked them to please get back to me as I do not understand the release. They did not, so:
CUSTOMER SERVICE FOR TRISTAR, THE COMPANY THAT REPRESENTS COPPER CHEF PRODUCTS AND ERIC THEISS HAVE NOT GOTTEN BACK TO ME AFTER I HAVE REPEATEDLY TRIED TO CONTACT THEM VIA EMAIL AND PHONE. I HAVE NEVER HAD SUCH A BAD CUSTOMER SERVICE EXPERIENCE IN MY LIFE. I WANTED TO SHARE THIS WITH THE GENERAL PUBLIC. THIS SITUATION HAS BEEN GOING ON FOR OVER A MONTH. I SENT BACK THE STOVE TOP GRILL PLATE FOR THEM TO EXAMINE AND NOW THEY HAVE THE ITEM AND STILL HAVE NOT SPOKEN IN TO ME PERSONALLY.
This might get long:
I had a complete kitchen remodel, including new appliances. I just went from white glass top stove to stainless steel. I purchased a new set of pots and pans. Included in them was a stove top grill. The grill was rough on the bottom, and when I moved it across my stove it put a huge, deep scrape in the glass top.
I called their customer service and had to go to the corporate level before someone could help me. She was very nice and we spoke in detail for about 40 minutes. I provided pictures, receipts for the stove that was only a week old, and even had pictures of me using the grill because I like to take pictures of my food and cooking. She also had me ship back the grill piece. She said an adjuster would contact me. She also asked me what ultimate outcome would be and I said my stove top fixed or replaced since it was only a week old when I used the new cooking piece.
I get back an email that says something to the effect that I must sign a waiver before I do anything and that I will not be able to get back the grill. I email them back that I do not understand what I am signing off on, and there is no indication or information as to what the next step is in resolving this problem. I do not get back any answers. I call the number of the person I need to contact now, twice and leave a voice message. I get no reply back. I email the person whom I left all the information with and who told me to ship it back, and now I have not heard back from her. I emailed one more time and said I would go to a lawyer, the BBB and the on line company I purchased this product from.
This back and forth, or now single sided exchange with them has been going on for over a month now. I am not asking for anything beyond my glass top being replaced. Just the top. I have ample pictures, receipts and documents for the new kitchen, new cook are and the incident. I do not know what else to do to get their attention and come and at lease look at the store top. We spent over $20K on this kitchen, which is my dream kitchen. We paid for every thing in cash. We are not looking for anything other than the actual glass top being replaced.
If you read all of this, thank you.
What should I do next?
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Post by burningfeather on Oct 29, 2017 0:00:40 GMT
I'm trying to envision how it scratched your stove top. Was this something that was supposed to be lifted or is it something that slides back and forth? Is it made for a glass top stove? I wonder if the fault lies with the glass top itself because it shouldn't scratch that badly with items that are meant for it and used appropriately. Or are you saying that the grill was defective because it was rough?
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None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 29, 2017 0:07:37 GMT
I'm trying to envision how it scratched your stove top. Was this something that was supposed to be lifted or is it something that slides back and forth? Is it made for a glass top stove? I wonder if the fault lies with the glass top itself because it shouldn't scratch that badly with items that are meant for it and used appropriately. Or are you saying that the grill was defective because it was rough? The pamphlet that came with the product said it was safe for use on glass top stove. I inspected the item after use and found it was very rough, in comparison to the other items in the line. It does not say it can not be moved across the stove top at all. As a matter of fact, there was a presentation on a tv sales show and the person who created the items said it was safe for glass top stoves and would not scratch it when moved across the stove. My main issue is, I would like them to acknowledge my concern and address it by sending someone out to look at the stove top and bring tell me what their findings are on the piece I was told to send back. I did not get a refund for the piece or a replacement, as that was not what I was going for. I wanted an adjuster type person to come and look at the damage and I would go from there. I purchased the insurance for my new appliances, so I am sure this is covered. it is now the principle of it. |
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Post by LisaDV on Oct 29, 2017 0:10:21 GMT
I'm trying to envision how it scratched your stove top. Was this something that was supposed to be lifted or is it something that slides back and forth? Is it made for a glass top stove? I wonder if the fault lies with the glass top itself because it shouldn't scratch that badly with items that are meant for it and used appropriately. Or are you saying that the grill was defective because it was rough? My first thought as well is, are you sure that this grill was glads top safe. Glass tops are notoriously hard to deal with. Regardless the company should tell you yeah or nay. Do you have any friends who are lawyers? I’d have them write a threatening letter. |
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Post by burningfeather on Oct 29, 2017 0:12:59 GMT
I'm trying to envision how it scratched your stove top. Was this something that was supposed to be lifted or is it something that slides back and forth? Is it made for a glass top stove? I wonder if the fault lies with the glass top itself because it shouldn't scratch that badly with items that are meant for it and used appropriately. Or are you saying that the grill was defective because it was rough? The pamphlet that came with the product said it was safe for use on glass top stove. I inspected the item after use and found it was very rough, in comparison to the other items in the line. It does not say it can not be moved across the stove top at all. As a matter of fact, there was a presentation on a tv sales show and the person who created the items said it was safe for glass top stoves and would not scratch it when moved across the stove. My main issue is, I would like them to acknowledge my concern and address it by sending someone out to look at the stove top and bring tell me what their findings are on the piece I was told to send back. I did not get a refund for the piece or a replacement, as that was not what I was going for. I wanted an adjuster type person to come and look at the damage and I would go from there. I purchased the insurance for my new appliances, so I am sure this is covered. it is now the principle of it. Given that information, especially the presentation and representation that it could be moved across the stove, they should absolutely repair the damage. I would send a certified letter so that they have to sign for it. Putting things in writing - where it lands on someone's desk - can be much more effective than a phone call. Either that or call again and document every single person's name, ask for a claim number, etc. |
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None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 29, 2017 0:13:06 GMT
I'm trying to envision how it scratched your stove top. Was this something that was supposed to be lifted or is it something that slides back and forth? Is it made for a glass top stove? I wonder if the fault lies with the glass top itself because it shouldn't scratch that badly with items that are meant for it and used appropriately. Or are you saying that the grill was defective because it was rough? My first thought as well is, are you sure that this grill was glads top safe. Glass tops are notoriously hard to deal with. Regardless the company should tell you yeah or nay. Do you have any friends who are lawyers? I’d have them write a threatening letter. I kept all the information for all of the cookware and it states plain as day, safe for use on glass top stoves. I have only ever had glass tops and never had a scratch happen. I can say the product was very rough on the bottom, which I didn't realize until after the damage was done. |
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None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 29, 2017 0:17:04 GMT
Given that information, especially the presentation and representation that it could be moved across the stove, they should absolutely repair the damage. I would send a certified letter so that they have to sign for it. Putting things in writing - where it lands on someone's desk - can be much more effective than a phone call. Either that or call again and document every single person's name, ask for a claim number, etc. I have to check their address. If it is a po box number or a street address. |
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Post by destined2bmom on Oct 29, 2017 0:26:35 GMT
I am sorry that happened to your stove. I can understand your frustration and I think the advice that burningfeather is excellent and you should send the certified letter. |
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None
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Post by None on Oct 29, 2017 0:35:49 GMT
I am sorry that happened to your stove. I can understand your frustration and I think the advice that burningfeather is excellent and you should send the certified letter. Thank you. Yes I will check for their mailing address and go from there. |
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StephDRebel
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Location: Ohio
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Post by StephDRebel on Oct 29, 2017 1:02:19 GMT
Given that information, especially the presentation and representation that it could be moved across the stove, they should absolutely repair the damage. I would send a certified letter so that they have to sign for it. Putting things in writing - where it lands on someone's desk - can be much more effective than a phone call. Either that or call again and document every single person's name, ask for a claim number, etc. I have to check their address. If it is a po box number or a street address. You can send certified to either type of address. |
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kate
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Post by kate on Oct 29, 2017 1:16:09 GMT
Does your local news (paper or TV) have a reporter who works on consumer complaints? The NY Times had a column called The Haggler that dealt with complaints like yours, and my hometown newspaper had one called (I think) The Ombudsman.
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Post by librarylady on Oct 29, 2017 1:35:13 GMT
Look online, find the CEO of the grill company. Send the CEO all the data, photos, receipts etc. and state what you want done.
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Post by calgaryscrapper on Oct 29, 2017 1:57:22 GMT
If you paid for either product with your credit card you might be able to get it fixed through there. Some cards have a one year free double your warranty program against theft and breakage.
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samantha25
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Posts: 2,909
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Post by samantha25 on Oct 29, 2017 3:19:31 GMT
Maybe the glass top was defective. Can you contact them to ask about their warranty?
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Post by melanieg on Oct 29, 2017 3:49:14 GMT
Social media if they are on it. Maybe they will reply there if you state you have been waiting to hear back.
I have a glass top stove. When I moved in, I had to do some painting, fix the floors, etch. The stove became the catchall spot. When all was said and done it is now all scratched, even though we had it covered to protect it. If I had the money I'd buy a new one, if I could fond coil elements.
Good luck w your battle.
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Post by revirdsuba99 on Oct 29, 2017 4:00:30 GMT
I have to check their address. If it is a po box number or a street address. Send the certified letter Return Receipt Requested and also a letter regular mail with proof of mailing... Keep on them! |
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None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 29, 2017 11:53:43 GMT
[tr][td class="content"][article] You can send certified to either type of address. [/article] Thanks I did not know this. [/td][/tr][/quote] |
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None
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Sept 17, 2017 13:10:30 GMT
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Post by None on Oct 29, 2017 11:57:13 GMT
Does your local news (paper or TV) have a reporter who works on consumer complaints? The NY Times had a column called The Haggler that dealt with complaints like yours, and my hometown newspaper had one called (I think) The Ombudsman. I will look into that also. |
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None
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Post by None on Oct 29, 2017 11:58:21 GMT
Look online, find the CEO of the grill company. Send the CEO all the data, photos, receipts etc. and state what you want done. I did go to the face book page of the creator of the product and let a pm but he never responded. |
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None
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Post by None on Oct 29, 2017 12:02:24 GMT
Social media if they are on it. Maybe they will reply there if you state you have been waiting to hear back. I have a glass top stove. When I moved in, I had to do some painting, fix the floors, etch. The stove became the catchall spot. When all was said and done it is now all scratched, even though we had it covered to protect it. If I had the money I'd buy a new one, if I could fond coil elements. Good luck w your battle. I went to their fb page as well as the inventors page and got no reply. I can not post on their either without it getting checked out first before . |
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None
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Post by None on Oct 29, 2017 12:06:15 GMT
Maybe the glass top was defective. Can you contact them to ask about their warranty? I can. No other items have caused any issues. |
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queenofkings
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Jun 26, 2014 15:26:41 GMT
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Post by queenofkings on Oct 29, 2017 12:12:02 GMT
On FB you need to make a public post with a complaint and not a pm. Companies want to resolve *public* complaints that might make them look bad. If they ignore the public complaints then you know FB won't get anywhere.
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Post by kenziekeeper on Oct 29, 2017 13:05:04 GMT
This sounds like a smaller company if you're able to figure out who the "creator" is. Is it an infomercial type product? If so, the BBB might be your best next step. Keep us posted!
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None
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Post by None on Oct 29, 2017 13:35:37 GMT
This sounds like a smaller company if you're able to figure out who the "creator" is. Is it an infomercial type product? If so, the BBB might be your best next step. Keep us posted! Actually it is pretty big as of now and is on the major shopping channel also on top of amazon, in stores and infomercial. And honestly, the products cook amazing. I really like the product a lot. |
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None
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Post by None on Oct 29, 2017 13:36:12 GMT
On FB you need to make a public post with a complaint and not a pm. Companies want to resolve *public* complaints that might make them look bad. If they ignore the public complaints then you know FB won't get anywhere. So, on my personal page, I make that post public? Is this correct? |
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JustTricia
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Post by JustTricia on Oct 29, 2017 13:59:45 GMT
On FB you need to make a public post with a complaint and not a pm. Companies want to resolve *public* complaints that might make them look bad. If they ignore the public complaints then you know FB won't get anywhere. So, on my personal page, I make that post public? Is this correct? No, go to their page and post. |
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Post by dnkmmw on Oct 29, 2017 14:08:22 GMT
So, on my personal page, I make that post public? Is this correct? No, go to their page and post. Some pages have Facebook set so that comments must be approved before they appear on the page. It sounds like that may be the situation on the pages the OP was trying to post on. |
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Deleted
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May 16, 2024 19:37:42 GMT
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Post by Deleted on Oct 29, 2017 14:21:57 GMT
Did you buy the stove and cookware at the same store? Maybe ask the store or regional manager if they can help resolve the problem.
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maryannscraps
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Post by maryannscraps on Oct 29, 2017 14:49:53 GMT
In addition to what you've done, figure out the name of the CEO of the company that sold the grill. You may have to dig a little to find it. Send a complete copy of your packet of information to the CEO at the address of the company's headquarters -- certified mail. Sending a pm on social media isn't going to get you the results you want.
I agree that you should contact the local tv or newspaper consumer advocates. They may be able to help.
Be very clear in every mail or email, exactly what you want -- replacement of the stove, replacement or refund of the grill you sent back...whatever it is that will satisfy you.
Where did you buy it? If you bought it online, leave a review explaining what happened.
Good luck! Poor customer service stinks.
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None
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Post by None on Oct 29, 2017 17:21:19 GMT
No, go to their page and post. Some pages have Facebook set so that comments must be approved before they appear on the page. It sounds like that may be the situation on the pages the OP was trying to post on. I did and it never showed up |
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