The only reason I purchased an expensive pan like the Scanpan to begin with was because of its "Lifetime Warranty." The nonstick properties of this pan, over a short time, had deteriorated to the point that everything I was cooking stuck to it. So I contacted Scanpan customer service.to take advantage of their "Lifetime Warranty."
Scanpan's warranty clearly states "Damage caused by misuse or abuse is not covered by the warranty." I did not misuse or abuse the pan in any way and I told this to their customer service reps. They would not take me at my word and asked that I send them a photo of the pan so their "team" could assess the situation. They got back to me and determined that (get this!) I had not been cleaning the pan properly. They suggested I use a scouring pad (on a nonstick surface???) and clean it with baking soda to "restore" the nonstick service. They also told me to clean it with "Barkeeper's Friend."
I took extra care by not cleaning it with a scouring pad which surely would have scratched the surface, but then they might not have replaced it due to "damage" from being scratched. I used a scrubbing sponge that was manufactured especially for non-stick surfaces. Indeed, the whole point of a non-stick pan is that it should never require a scouring pad!
I didn't believe that not cleaning the pan the specific way they suggested qualified as "misuse" or "abuse."
Scanpan uses its "Lifetime Warranty" in its advertising to entice people to buy an expensive pan, thinking that they would be able to return it for repair/replacement any time there was a problem "for the life of the pan" (hence, "Lifetime Warranty"). To think Scanpan would void this warranty, and risk damage to their reputation, plus insult the customer’s “cleaning ability” is absurd.
I told them this, and they responded with an email stating that "they were sorry" but they would not honor THEIR OWN LIFETIME WARRANTY.
I've been a faithful customer of Scanpan for years but this has totally soured me on the company.
BUYER BEWARE! If you are thinking of buying this expensive pan because of the LIfetime Warranty don't believe it. They will have you jumping through hoops to justify a replacement. Their "standards" to qualify for a replacement are not reasonable.
Buy a cheaper pan and don't get enticed by their "Lifetime Warranty"
Update: I wrote to the CEO about this & wrote this negative review on Amazon and finally was able to get a new pan. I guess customer service thought I was bluffing when I threatened to do this. But a very unpleasant experience. Just buy a cheaper pan. Steer clear of this horrible unethical company.
|商品尺寸||43.79 x 33.4 x 5.21 cm; 1.19 公斤|