Meyer Anolon Professional Cookware Warranty Sham

bobdauilda

The following rant refers to the 16, 18,and 20cm saucepans along with the 28cm French skillet.

I have had these pans for 3yrs now and started to notice a deterioration in the non stick coating and general appearance of them about a year ago. I decided to claim on the 'lifetime warranty' at the end of July 2005 but had to write to the USA to find the cleverly hidden UK address for returns and customer services.(For anyone out there its CSD@meyeruk.com).

They initially claimed to have not received the pans despite me using a 24hr next day courier over a week previously, but relented and miraculously found them after showing them the tracking details of the return. A week later I received a letter along with my old pans saying that they weren't covered by the warranty as there was evidence of 'overheating' 'metal utensil damage'and 'detergent use'!!

Clearly this is their standard 'party line' ,as I have found other people with similar experiences online.I have been meticulous in the care of these pans and never used metal utensils in them. As for overheating, and cleaning with washing up detergent, what do normal people do with their pans ???! Surely pans are designed to be heated and used/cleaned?? It is a joke.

Regardless of my protests they WILL NOT replace the pans. I initially bought them due to their claimed 'indestructability' and recommendations but clearly the quality is severely lacking as is the customer service.

I also need to mention that Meyer Group returned the original pans to me in a flimsy box and 3 of the 4 items returned had sustained further damage since they'd been in their care. The 16cm saucepan had been bent in such a way that it would not accept the lid when offered up to it. Two of the saucepan lids were also bent on their rims and again wouldn't fit their respective pans.

I have written to Meyer Group to inform them of this and they deny any responsibility. Essentially they are calling me a liar. I am now going to resort to the small claims court to take this further. If anyone has a similar experience of this company please contact me.

Of all the products that I have purchased over the years, this is the first time I have had cause to claim on a manufacturers warranty. Unfortunately the whole process has left me disillusioned as the customer service is less than useless,and matched only by the poor quality of their pans.

Ultimately THE GUARANTEE IS WORTHLESS and I would invest your hard earned cash elsewhere.

Thenotsowyzewun

As you're considering taking court action, I would recommend you write to:

Chief Executive
Meyer
Meyer Prestige Ltd
Wirral International Business Park
Riverview Road
Bromborough
Wirral
CH62 3RH
England

I am not certain they have a Chief Executive, but this will hopefully ensure what you send gets to the top (seems to always work, even with really big companies). There's a thread somewhere about writing letters I think, but I can't find it anywhere umm just explain whats happened and see if anything happens, usually works.
Note sure you legally have a foot to stand on though - have a look at the small print of your warranty; if it says you shouldn't've used detergent and you have for instance.

bobdauilda

Thank you for your advice! Doesn't everyone use washing up detergent to wash pans?

aliasojo

I remember reading instructions on a pan once that said something along the lines of...'Do not wash, wipe clean with dry kitchen roll and then lightly coat with oil.'

I can't remember what make of pan this label was on, but I didn't buy it as the thought of not washing it put me off.

That's not to say this is the case with yours though.

aliasojo

Just checked on the Meyer site and they quote:


A few simple rules if observed will ensure Anolon Professional gives a lifetime of outstanding service.

To maximise its non-stick properties, use wooden or plastic utensils.

Hand washing in hot soapy water is all that's required to clean Anolon Professional.

Never place in a dishwasher as conventional dishwasher detergents will cause permanent damage.

A hard anodized exterior cleaner is available to help you care for your cookware.

So obviously washing is allowed.

Time to give Trading Standards a call?????

lady_lucan

I bought a set of these pans in the January sales. I keep them for posh, so they get used about once a week. I've noticed that the exterior of the pans quickly became very dull, stripped, and matt looking, streaked with marks like water stains which won't come off. Inside is ok but I have to say overall I'm very disappointed with them. Certainly you wouldn't want them on display. Can't believe they're not honouring so-called 'lifetime' guarantee to boot.

PS I notice they use this brand on 'Ready Steady Cook' - wonder if they throw them out after each show - lol.

NigeWick

bobdauilda wrote:

I have had these pans for 3yrs now

You're not going to like this. I bought a set of "waterless cooking" saucepans from Alpha Metalkraft Corporation when I was in the Army in Germany during 1976. They came with a lifetime guarantee. Last Christmas I noticed some minor damage to a couple of the handles. I found their web site and sent them an e-mail, apologising for writing in English. A few days later, I got a reply in German and I understood the gist to be that they would sort something out. Two weeks later, a complete set of handles with new screws arrived.

If you are taking this company to Court, have you thought about asking Citizens Advice about your problem?

Nigel.

bobdauilda

LadyLucan
I note that you are in Liverpool which is where Meyer group are based. Perhaps you could contact them and see what response you get to your complaint about the pans? It sounds EXACTLY the same as mine with respect to the outside finish on the pans- ie the grey colour is fading and the 'watermark' like stains etc. Is the non-stick finish dodgy too?? If you contact them then please post your response here. That goes for anyone else with this problem....I want to collect a list of names of people with similar problems for defense of this case.

Thanks Nigel! It just goes to show what a bad company I am dealing with here eh?!! Also these pans are made in China which perhaps says it all when compared to your German quality made pans.

lady_lucan

No probs Bob, will give it a try when I get back from holiday Tuesday week. Cheers, L.

bobdauilda

If anybody else has had similar experiences then please IM me!! Thanks.

shoppaholic_3

I have a set of anolon pans and i can honestly say that they are the best I have had. I did have a pan that went a funny colour and i found the need to have to contact Meyer customer services. I got the details from my guarantee and i got through to a very helpful lady without having to wait in a long queue (not usual nowadays). To cut a long story short, my teenage son had put one of my pans in the dishwasher (he didn't know they were not supposed to go in the dishwasher). This made the outside of the pan turn a stained white colour. I have since found out that this is because of the dishwasher detergent but it is also in alsorts of other cleaning products but not just standard washing up liquid. The young lady explained that whilst she could not replace the whole set given the circumstances, a replacement was despatched as a gesture of goodwill, THEY EVEN REFUNDED MY POSTAGE!!! The packing was excellent also. This goodwill gesture has done nothing but spread my recommendations to my friends and family and I have even bought more pans in the range. I would suggest that you contact Trading Standards as they have to give impartial advise as to whether you have a genuine guarantee claim or not. Don't waste your money on a small claims court unless you think you have a genuine grievance. I personally can only sing meyer's praises, QUALITY COOKWARE AND QUALITY AFTER SALES.