I thought I would publish this chain of emails as I have been so impressed by Gastrolux cookware's approach to warranty claims. It is really, excellent - and the customer in question agreed with me.

The Frying pan Answer:

We have now looked into the Gastrolux warranty and unfortunately the warranty your pan came with has now expired. There is a 2 year domestic warranty on your pan and the lifetime warranty applies to distortion only and not to a loss of non-stick. The best we can do in this case is to forward your comments on to Gastrolux and see if they are able to do anything for you however, as I have said, your pan is just out side of warranty.

Gastrolux Answer:

I will appreciate if the customer will inform us about:

• the production code (numbers or a combination of letters and numbers) in the centre circle on the backside of the pan,
• if possible to send us a picture of the pan inside.

Best wishes - Gastrolux 2004 A/S

Gastrolux Final Answer

Your pan has been produced on 18 March 2001.It is a part of the faulty production of that time due to introduction of new technology and the company who produced it has gone bankrupt in March 2004. We bought the production out of the bankruptcy estate and started a new production in April 2004. You have done nothing wrong using the pan but the coating from that production is not ok. As a gesture of fairness we’ll send you a new pan – and will be happy to hear how you experience the quality of the Gastrolux frying pan of today.

Customer Final Answer:/p>

Martin and Claire,

Thank you both very much for the excellent customer service and your interest in my case. Martin: I would be very grateful indeed if you could send me another pan and look forward to using it.