Reply to what happened to my All Clad nonstick?

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Reply to "what happened to my All Clad nonstick?"

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[quote=Anonymous]I also just sent my 2 All Clad pans back at my cost for shipping and got the same refusal.  I sent the following letter in response to their standard letter of refusal that someone else posted here (I suspect they reject all claims automatically but that's just an assumption).  They replied back that they still wouldn't budge.  The idea that you can't heat a pan up too much is ludicrous - then stop making pains that you claim have a lifetime warranty.  Yet their new pans can tolerate broiling up to 500 degrees?  Spread the word that one should never purchase a non-stick pan from All Clad.  They don't stand behind their sub-par product.

To Whom It May Concern:
I’m writing to express my dissatisfaction with your non-stick frying pans as well as your lack of response by your warranty department.  Please reference # (our warranty submission).
I have been a fan of All-Clad products since I got married 17 years ago – a set of All-Clad pans made it onto our wedding registry before anything else.  I am an experienced home chef and cooking is my passion.  
One of our pans initially was a non-stick pan.  It rather quickly became non-non-stick after normal use and got to the point of being virtually useless.  We retired it to our camper for wilderness cooking and bought a new one.  We were vigilant about ensuring that we took excellent care of the pan – hand washing, using non-scratch utensils at all times, not shocking the pan with sudden temperature change, etc.  However, this large pan and our smaller pan that is only used for eggs rather quickly went the same direction – they quickly became pitted and the antithesis of non-stick.
We were told that All-Clad has a lifetime warranty so went this route with a warranty submission. My father taught me that, “you get what you pay for,” so I’m not afraid of spending good money on good products.  However, I demand that if I do spend this kind of money, that I hold a company accountable for the quality of their products.  I have enough money to simply go and buy a new pan, however it was worth my time to seek out the warranty, package the product, go to the post office, etc. to allow All-Clad the opportunity to win back my business.  
In determining that our product was not under warranty, you claim the following: “Most instances when the non-stick coating has lost its’ non-stick properties, it is due to overheating of the pan.”  Then you follow with, “Due to the superior quality of All-Clad cookware the cookware will heat up quicker and retain the heat.”  How one doesn’t see the irony and dichotomy in this letter boggles the mind.  You state that one must not heat up the pan too much or it will break down, then immediately follow with the idea that your product is of such superior quality that it heats up quickly and stays hot.  It appears that your consumer is in a lose-lose situation under the guise of superior quality.
In short, I believe that your product is flawed.  I freely admit that I wasn’t aware that you can’t heat the pan up too much or else it loses its’ non-stick properties.  However, I mentioned that I have 2 non-stick pans.  One pan was only used for eggs and omelets.  Any cook with half an ounce of experience knows that you wouldn’t use high heat in this situation.  I used this small pan only for eggs, low temperature, hand washed, with a rubber spatula.  And it’s still lost its non-stick properties in short order.  I suggest that if you can’t make a product that you can stand by, then you should stick to non-non-stick pans.  
This is your chance for service recovery.  Provide me the opportunity to give your non-stick pan one more chance.  If not, you’ll lose a customer and will have to deal with the ramifications of the simple math involved:  as I’m sure you’re aware, it takes 12 positive reviews to negate one negative unresolved complaint.
I have taken the liberty of perusing your new product line of non-stick pans.  Under “Details you’ll appreciate,” it first notes that the product is, “Oven and broiler-safe up to 500 degrees F.”  Could you perhaps have realized that your previous product was flawed and have now developed the appropriate technology?  If so, perhaps you can empathize with the fact that I have spent hundreds of dollars on All-Clad products that are no longer functioning and do the right thing. 
Please consider sending me at a minimum an 8-inch non-stick pan to replace my current product.  Let’s see if you will stand by your product.
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