Faulty Tefal Pan Set from Debenhams under 1 year guarantee (Stupidly long post sorry)

Requiem

Anihilator wrote: »

Tbh I would suggest you are being offered the £60 and should accept this. You arent entitled to a free upgrade.

I have not been offered the £60, I have nothing I can accept...

I have also been told different things consistently from both Tefal and Debenhams which is why I am asking here for advice, as representatives from either company don't seem to have a clue what they are talking about.

Anihilator

A lot of its your own fault as you seem to have involved everyone and anyone and tried to invoke lots of different processes - i.e guarentee and SOGA.

Make a decision.

Either claim on the warranty and if necessary take TEFAL to court if they dont sort it,

Or take debenhams to court under SOGA

Personally I doubt you would win either as although they are dishwasher proof I'd be amazed if you have followed their recommendations for using a dishwasher. Amaze me though and tell me them if you have though.

garyd

Anihilator wrote: »

They are well within their rights to say pans should last 3 years, you have had them a year hence are allowed a third back.

Really?!!!

So what happened to merchantable quality?

Surely the point is that they HAVEN'T lasted three years say, therefore they were not fit for the purpose for which bought.

A full refund should be due, nothing less.

Requiem

Anihilator wrote: »

A lot of its your own fault as you seem to have involved everyone and anyone and tried to invoke lots of different processes - i.e guarentee and SOGA.

Make a decision.

Either claim on the warranty and if necessary take TEFAL to court if they dont sort it,

Or take debenhams to court under SOGA

Personally I doubt you would win either as although they are dishwasher proof I'd be amazed if you have followed their recommendations for using a dishwasher. Amaze me though and tell me them if you have though.

I tried to claim based on the guarantee. Tefal told me to claim on the guarantee, via Debenhams. Tefal are the ones quoting SOGA, stating that because of SOGA the guarantee is with Debenhams not them. That's their stance, I never mentioned SOGA to either company, at all. My only concern was claiming within the 1 year guarantee period. I made my decision to claim on the guarantee and stuck by it from the start, and, as I have previously mentioned, been fobbed off at every point which is precisely WHY I spoke to supervisors/managers/tefal/debenhams rather than just a Sales Assistant who said in the first place that getting an exchange would be no problem.

If you'd read the posts, you'd realise that.

As far as your hostile "I bet you haven't followed the instructions for care" crap goes, I have actually, and was questioned BY TEFAL when I originally called them on my exact use - olive oil on the non stick parts ONLY to protect the coating from dishwasher detergent, and after every cycle make sure the pans are dried off thoroughly before being put away. But again, I've already mentioned that, you're clearly just incapable of reading. It was only after repeating these care instructions back to Tefal they then told me I was entitled to an exchange through Debenhams - again, that was mentioned above if you'd bothered to read before spouting rubbish.

marmitepotato

I think I would write a personel letter to the CEO of Tefal UK. Tell him/her of your dissapointment and ask them that as the pans are still under gaurantee what they would like to do.

I had a faulty cutlery set from a well known firm. The set fell apart in the dishwasher even tho they were 'dishwasher safe'. I contacted the company in the first instance and they replaced my cutlery. They even gave me an upgrade because the set I had brought was now obsolete.

Try Tefal direct. Good luck.

OlliesDad

garyd wrote: »

Really?!!!

So what happened to merchantable quality?

Surely the point is that they HAVEN'T lasted three years say, therefore they were not fit for the purpose for which bought.

A full refund should be due, nothing less.

SOGA allows deductions for the time that they have been working. Obviously for the past year the pans have been working as they should and therefore they have been suitable for 33% of their life (presuming the assumption they should only last 3 years, which is questionable) so they would be entitled to 66% of the money back.

Requiem

marmitepotato wrote: »

I think I would write a personel letter to the CEO of Tefal UK. Tell him/her of your dissapointment and ask them that as the pans are still under gaurantee what they would like to do.

I had a faulty cutlery set from a well known firm. The set fell apart in the dishwasher even tho they were 'dishwasher safe'. I contacted the company in the first instance and they replaced my cutlery. They even gave me an upgrade because the set I had brought was now obsolete.

Try Tefal direct. Good luck.

Thank you to all the helpful replies.

After all the fuss from Debenhams, they passed the buck back to Tefal (again - though this time one of the 'higher-ups').

I was contacted today by a lovely Tefal employee who initially offered for us to post a pan to their address in Birmingham for testing, but after reading the review from the rep she agreed that the pans were in fact faulty, and that they would handle the replacement themselves

She found the pan set is now obsolete, so offered me a similar set. As I was agreeing to this, she noticed that the set didn't have the right number of pans, so offered me the next set up in the range, assuring me that "it is a top of the range high quality set and I will be incredibly suprised if you ever have any problems with it at all!". They are posting us out the new set at no extra cost, and to top it off she was incredibly polite and friendly and a pleasure to deal with. The new set is currently selling at a reduced price of £95 (down from £130) and seems like the closest match

Thank you and well done Tefal Customer Service!

(And I will certainly be sending an email to the 'higher-ups' praising the great service received by the employee we spoke to today!)

tbw

I'm glad that somebody at last saw sense and you are getting proper replacements. I get fed up with all this argument of a deduction for the 'use' you've had out of a faulty item ! Decent pans should last for a very long time if treated right and making a third deduction for the first year of use is an insult - you weren't renting the b***** things!

I reckon that many organisations treat the first customer complaint contact by trying to fob you off. Writing a second time results in either another fob off or a derisory offer - you often have to write at least 3 times before they realise that you aren't going to give up and go away. Unfortunately, a majority of people DO give up - but they then go on to moan to all their dfriends and don't go back to the same company again. At least you have now been left with some goodwill towards the manufacturer - even if you think Debs are the pits!

Requiem

tbw wrote: »

I'm glad that somebody at last saw sense and you are getting proper replacements. I get fed up with all this argument of a deduction for the 'use' you've had out of a faulty item ! Decent pans should last for a very long time if treated right and making a third deduction for the first year of use is an insult - you weren't renting the b***** things!

I reckon that many organisations treat the first customer complaint contact by trying to fob you off. Writing a second time results in either another fob off or a derisory offer - you often have to write at least 3 times before they realise that you aren't going to give up and go away. Unfortunately, a majority of people DO give up - but they then go on to moan to all their dfriends and don't go back to the same company again. At least you have now been left with some goodwill towards the manufacturer - even if you think Debs are the pits!

Hehe thanks.

OH just popped up to Debenhams to get the faulty pan back and was told "we left a message on your works phone today, we were going to replace the pan set" (he worked from home today so didn't get the message, but the last time we spoke to them was 2 days ago when they said they wouldn't help and passed it on to Tefal!).

If they were going to replace the pan set why not just do it in the bloody first place?!

Apparently they wanted to give him a prestige set instead, different brand, different pan types (presumably chosen because it's reduced down to £65 in the sale and therefore the closest in cost rather than like-for-like!). He promptly told them we've already sorted it out with Tefal instead.

Tbh, I wouldn't be quite so annoyed about Debenhams customer service if we hadn't been such loyal customers and spent so much there. OH bought his first home back in January so the pans were part of a much larger order (nearly all his homeware was from Debenhams). So between the hundreds of pounds in homeware at the start of the year, a couple of hundred pounds of him treating himself to some work shirts, and another hundred pounds or so on christmas presents, between us we've spend close to a grand there this year alone!

(That's not even to mention the fact that they screwed up the original order, sent us children's dresses instead of kitchen utensils, sent us faulty and poor quality items which we had to go into store to exchange, etc!)

Just glad the hassle is over with tbh!

nuthatch

Anihilator wrote: »

A lot of its your own fault as you seem to have involved everyone and anyone and tried to invoke lots of different processes - i.e guarentee and SOGA.

Make a decision.

Either claim on the warranty and if necessary take TEFAL to court if they dont sort it,

Or take debenhams to court under SOGA

Personally I doubt you would win either as although they are dishwasher proof I'd be amazed if you have followed their recommendations for using a dishwasher. Amaze me though and tell me them if you have though.

What an unhelpful and almost insulting post. It seems as if Requiem has been passed from pillar to post, and tried everything possible. They have come on here for help - not to read your nasty comments!

Anihilator by name and nature!