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Frying Pan Q&A

... your questions answered. A blog by Claire - The Frying Pan

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Gastrolux Warranty Claim

Posting date: 6th August 2009 20:14

Customers may be interested in an exchange below between the Gastrolux manufacturers and a customer of mine. It gave me confidence in the Gastrolux warranty and once again in the Gastrolux product. NB The personal details have been blocked for privacy reasons

Claire

Dear Martin, Thank you so much for the details about the wok and your decision to send another new one. That just confirms my confidence in Gastrolux. Actually, I placed an order to buy another Gastrolux frying pan before I contacted plus-online-stores customer service.

Regarding the overheating issue, I'll definitely contact my wife to see if there's been any such misuse.

Thanks again! I love Gastrolux and will definitely acquire more.

Regards, Jon

Date: Thu, 6 Aug 2009 14:07:51 +0200 Subject: SV: SV: [Fwd: Re: The Frying Pan order .....

Dear Jon

Thank you for your feedback and the pictures.

They are Ok for my use and I can see that you have had good use of your Wok.

Based on the production code I can see that your Wok is produced 11 of Mai 2007 and that it has 349 brothers and sisters still working well for its master chefs around the world.

I have also checked the log-files through the production process for this particular family of Woks showing that all process values lies within the parameters for each process.

Your claim is the first claim regarding a Wok that I have experienced since April 2004 when I started in our company.

Further on I can inform you, that our claim rate is well below 1% pr. year and still dropping.

In the German Stiftung Waren Test Magazin “test” 1 January 2008 our product was nominated as the best casted pan and our coating got the highest/best note in the test.M

These results are coherent with the tests we are doing in house of our own products and the competing products in the marketplace.

But – as you probably know, a coated pan will ultimately be worn out and it will normally not last your lifetime out.

The life time of a coated pan is depending of the quality of the raw materials used and all of the production processes, the coating and the way it is being used.

Putting it into the dishwasher normally reduces the lifetime with 50%.

Using sharp metal tools also reduces the lifetime.

But used correctly, we normally experience that the product lasts for a very long time.

I have Gastrolux pans in my shelf which I got when I started in the company and they are still going strong the same way as when I used them the first time 5 years ago.

We have a few customers, who are using the same Gastrolux pan which they bought more than 15 years ago.

I can not imagine or believe that you have been able to wear this Wok out in less than two years under normal use.

So we believe based on what we see on the pictures and what you tell us, that the reason that your Wok suddenly has lost its non stick effect has to do with a sudden overheating of the coating.

Overheating occurs when the coating reaches a temperature above 316 degree C and the non-stick effect is then being reduced and after still some time use the pan begins to stick.

We base this assumption on the look and grey colour of the lowest part inside of your Wok where the temperature will get the highest compared to the colour of the sides of the Wok which has its original colour being more black.

Using ceramic cookers overheating is not a problem, because almost all of the ceramic cookers – and all of the newer ones - have a function which switches the cooker of at 300 degree C.

Using gas it is possible to overheat the product if it’s left to stay for too long time over the gas without food in it.

Normally overheating of the product is a claim that’s being rejected as misuse.

In this case we make an exception and give you the benefit of doubt.

We also appreciate very much that you have been so fond of the product and have been using it so much during the last couple of years, still being within the warranty period.

Further on there is a certain championship connected by being the first Wok-claimer at all. We will send you a new Wok.

We hope that you are satisfied with the explanation and the solving of your claim and we will appreciate very much to hear a little bit about how this new Wok is suiting your needs.

Best wishes, Gastrolux 2004 A/S

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