Shout out to Circulon Australia- Excellent Warranty Service

mr626 on 27/02/2018 - 19:12

I just wanted to give some public kudos to Circulon Australia. I know that too often it is only the negatives about a product / brand that get posted online, so it's nice to be able to give some positive feedback.

About 5 years ago, we purchased a couple of Circulon frypans. I don't remember the exact cost, but I know we got them on clearance and that they cost about $50 each.

They have both been excellent, and survived pretty harsh usage really well. However, one of the two recently started to show some wear- some of the non-stick coating started coming off, and a little bit of rust developed in the centre. The other pan is perfectly fine and has been used / maintained in the same way, so not sure what happened here.

Anyway, I submitted a warranty claim via their website, not really expecting much to happen. Two days later I have an email reply saying that they've assessed my request and agreed that its valid, and have sent me a voucher for their online store for nearly $200

VERY happy with that outcome, and I now have a brand new Circulon pan on the way.

Just wanted to let you guys know about a company that seems to have excellent after sales service

General Discussion Circulon

Comments

  • serpserpserp on 27/02/2018 - 19:24
    +6

    whenever anyone talks about Circulon I always think of Calculon -> http://futurama.wikia.com/wiki/Calculon

    • mr626 on 27/02/2018 - 19:43

      Haha, me too!

      • serpserpserp on 27/02/2018 - 19:51
        +1

        Do you say Circulon in the Calculon voice too? ;)

        • mr626 on 27/02/2018 - 19:55

          I do now!

  • Kangal on 27/02/2018 - 19:33

    I'm going through a warranty with JB Hifi/LG for a midrange TV I got a few years back. So far, not going great… but maybe it might go smoothly.
    I hope I get good customer service, I mean I did pay extra to get the extended warranty.

    For some reason, I have been conditioned to always expect really crappy customer service… well, at least in Australia.

    • BertieBrown on 28/02/2018 - 18:14

      Hey Kangal, what’s been going on?

      Yeah I have to say I tend to agree about shitty CS, specifically around returns, but in my experience JB HiFi haven’t been the worst.

      • Kangal on 28/02/2018 - 23:43
        +1

        The backlight has developed severe bleeding, basically unwatchable or at the least very annoying.
        Went in to JB last week, was brushed away and told to ring their number to "discuss" the issue.
        They said it takes 1 business day for them to pick-up the unit, and usually around 4 business days (upto 10) for them to fix it. If they cannot, they will replace it. Or at the worst, pay back the full-amount to spend in JB for a nother unit.
        I thought great let's do it.

        Phoned in, of course, it was picked up by someone in India (or at least what it seemed like).
        Wouldn't take my order, and promised to call back in same day.
        They never called back. I called them, and they said they were shutting the office in 10 minutes (I called ~4.45pm) and it wasn't enough time to process the order and practically hung up on me. My next call just kept ringing. And then the call after went to an answering machine.
        I was ticked off. I don't use the TV a lot, but its depressing having a good one which doesn't work properly due to a manufacturing fault.

        So I called them on Tuesday (got busy and forgot on monday), still pissed off.
        And managed to get the order through. And they told me a technician service will be handling it on their behalf, and got a reference number and phone number for that business. An hour later got a call back from the other business who told me they got the order, and I explained the situation.
        This aussie bloke sounded fine. They said I was located very close to them, and they will pick up same day/next day. Got home very early from work Wednesday and still no show or call.

        Looks like I will have to call them in the morning tomorrow and confirm they are coming. I've already arranged a family member to house-sit for the techs. I don't know how people manage to run a business so lax and carefree, because so far, not going great. Already did research and discovered the problem and the solution myself, and its quite simple… but its still covered under the PAID extended warranty so I'm not going to fix it myself (and lose warranty) but get them to do it. My only issue is that backlight bleeding can distort the LCD film in front of it, so I hope the screen hasn't been affected, because if it has then its a more complicated/expensive refurbishment.

        • BertieBrown on 01/03/2018 - 07:54

          Urgh. Sounds like a real pain in the butt. I hope you can get it resolved.

          It’s annoying that it’s becoming worse lately too, any idea why? Is it an LG thing? I’ve heard people complain about LG poor backlight before as well.

          I’m guessing that the fix is to somewhat adjust the frame to try and move the diffuser or source of the backlight?

        • Kangal on 01/03/2018 - 22:04

          @Jawanzar:
          I think its just poor quality glue on the diffusers, which causes them to fall off behind the display and in front of the backlight.
          Should be a cheap/easy fix. However, I'm not sure if direct/concentrated backlighting will cause permanent marking on the display itself.

          Anyways, I had to ring them twice today and finally got a confirmation… someone will pick up the unit next week Monday.
          So that whole "4 day" thing turned out to be propaganda. Just hoping it will take less than 2 weeks for them after pickup to fix/replace/refund. I sort of don't trust JB Hifi's support services now.

        • Kangal on 17/03/2018 - 23:57

          @Kangal:

          The issue was exactly what I thought it was. About 30min to fix. Took the technician around 3 days, plus a weekend.
          So overall, I'm satisfied with the service (2.5 weeks to take action, 1 week to fix, around 3-4 weeks total)… it was nowhere near their guaranteed 10-day service period.

          The best part is that they arranged the delivery, although I could've transported to them but I can see how this could be a great factor for those without a car.

  • Sheila Dealer on 27/02/2018 - 19:37
    +2

    I had a similar experience with my Raco saucepan last week. I was given a set of 3 for a wedding gift 38 years ago. When I was boiling some water in one of the pans 2 weeks ago the handle fractured and fell off. They came with a lifetime warranty so I filled in the claim form on line and my new handle arrived in the post last week. I was told to keep the documentation as I no longer held my original receipt.

  • [Deactivated] on 27/02/2018 - 19:43
    +1

    any bargains though?

  • Make it so on 02/03/2018 - 00:25

    Good to hear something positive. I sympathise with the people who raise threads for legitimate complaints, but it is nice to see people do it for a good-news story. I will ensure to hang onto my Circulon receipts tightly after hearing this.

    • mr626 on 02/03/2018 - 21:02
      +1

      I didn't even need the receipts- they don't ask for them as part of the warranty process (just as well, I don't think I have them anymore). Basically, you fill out some text with what is wrong, and upload a few photos of the item itself, and they assess the claim from that.

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