Yesterday was a very frustrating day for me. I don't know what it was, maybe there was just a dark cloud over my head, but one of my favorite giant Fiestaware mugs broke and then a lid for one of my favorite new Pfaltzgraff bowls ripped (it's an enameled metal bowl with a matching lid, and they come in sets of three, very useful and cute). I was so depressed, and this was after one of my favorite vintage mixing bowls cracked a couple of weeks prior.
I decided to see if either of these companies would stand behind their products. My Fiestaware mug (it's really like a bowl with a handle, great for tea), broke when I poured hot water into it from my tea kettle, something that is well within the realm of normal usage for a mug. I sent the company (Homer Laughlin) an email explaining what happened and asking if they had a warranty on their products. It is a stretch since this mug is at least a year old, and I'm pretty sure I bought it on Amazon.
I then emailed Pfalzgraff asking if they would replace my lid since it was less than a month old (Christmas present), and had never been abused (hand washed, never microwaved). Since I was on a roll, I also contacted Lands End about a black fleece jacket I had purchased from their catalog that formed annoying while pills all over it after the first washing. Black jacket + white pills = unwearable. We will see if any of these companies will stand behind their products.
Update: Lands End readily agreed to replace my jacket or give me a refund. I will be dropping the jacket in the mail and receiving a replacement in ivory (my thinking is that if they haven't fixed the pilling problem, at least they won't show up as much).
Homer Laughlin has also said they would replace my giant mug! They are mailing the replacement to me. I'm surprised because they didn't have any warranty info on their website and there wasn't a customer service number to call, I just emailed their general info address.
We'll see if I hear from Pfalzgraff...
9 comments:
It is really good to hear that Homer Laughlin and Lands End stand behind their products. You are my inspiration to start contacting companies when I have a problem.
See that fighting spirit again..
I am glad for you. I have realize long time ago, the squeaky wheel always gets the grease. The companies has an image and larger ego to protect anyway...
LL Bean is said to have an awesome lifetime guarantee. Their backpacks take a lot of abuse by students, but generally hold up well.
Thanks for the Lands' End tidbit. You know I love them.
mapgirl- I do buy a lot from LLBean, but I've never had to take advantage of their guarantee because their items really are made well.
My college girlfriend broke the zipper off her LL Bean backpack. She called the company and they sent a completely new backpack. I was impressed. :>
Lands End has awesome customer service. I bought dh some shirts for Christmas, then 2 wks later they were in an overstock sale. I called and they refunded me $58. WOW!!!!
Good stuff. REI fixed my jacket zipper after it broke after many years of regular use. Lifetime warranties rule.
More often than not, the key to good service is in the approach ... I've found many times that if you explain the situation and your continued interest in using/owning/having the company's product, they're very likely to "make an exception" and send you a replacement or make a repair. Most customer service agents are given a good range of options when it comes to replacements ... especially since most people never take the time to contact a company. Sign of the times, we are more likely to toss it out and buy a replacement than ask the company to stand behind its product. Warranty or not, it never hurts to ask (nicely).
I am a business customer of the Mega Co. China company which has four other websites. They dropship Fiesta Dinnerware to our customers and recently a customer called me to say that she was sure she got factory seconds, the dishes were dirty, there were price tags on them, scratches and she even received one of the wrong plates. I seriously advise everyone to not shop at any of Mega China Co. Inc. websites such as Pfalzgraff
Post a Comment