Here is my email string Showing their refusal to honor the "lifetime" warranty Interestingly I haven’t seen any sort of response? Your “technicians” either don’t know what they are doing or have been trained to say its mis-use. Either way I find it offensive that they claim it was use of metal utensils when I know full well it was not. I am the only user of these pots and I don’t own any metal utensils that are used for cooking. Another interesting fact is that NONE of the other pots/pans in the set show ANY signs of the same flaw???? Just to clarify I am the same user of them as well – so I guess I mis-use just these two out of the entire set? Therefore there “MUST” be another explanation. As a Technician myself with over 40yrs of experience with both electrical and mechanical issues I have some ideas on this subject but after this treatment I will keep them to myself. After all, you have given me no reason to help you. I also did a considerable amount of research online only to find I am not alone. There are literally thousands of posts about situations identical to mine regarding your product. I have added to this total today with a copy of this e-mail string. As for the options you gave me: 1.I am certainly NOT going to pay more money to have you ship your defective materials back to me. 2.Why would I buy replacements from you? The discount you offer is not significant - they will only fail again and you will only accuse me of mis-use again when they do. One of the major reasons I purchased your product was the “Lifetime” warranty. As this has turned out to be a misleading claim I am finished with your product forever and will also tell everyone I know not to buy your product.Al Barr JACAL Technologies Cell: 780-940-**** Shop: 7427 - 67st NW Edmonton, AB T6B 2J3 Billing: 14 Cascade Cres Sherwood Park, AB T8H 2S7 Email: al@***.ca Website: www.jacaltechnologies.ca From: Al Barr Sent: March 8, 2019 2:18 PM To: cs2@***.com Subject: Re: Stoneline Warranty We have never used anything metal in these pots Al Barr JACAL Technologies -------- Original message -------- From: Jackie Wilby Date: 2019-03-08 14:05 (GMT-07:00) To: Al Barr Subject: RE: Stoneline Warranty __________________________________ Type your response ABOVE THIS LINE to reply ________________________________________ Al Barr Subject: Stoneline Warranty ________________________________________ MAR 08, 2019 | 02:05PM MST Jackie Wilby replied: Hi Al: We have received your cookware for an exchange evaluation. The technicians did evaluate them and have determined the scratches in the cookware are not a manufacturing defect. The scratches in the cookware was created by sharp utensils (whisk or spoon that is going in a circular motion) which isn’t covered under warranty. You have the following options to choose from: -having your product shipped back to you COD -have it disposed -purchase the same or close comparison at a better rate. I have the 24cm & 28 cm pots in stock, I can do both for $200+GST and free shipping. Please let me know how you wish to proceed. Sincerely, Mrs. Jackie Wilby Customer Service Manager Redfern Enterprises #101-127 Commercial Drive Calgary, AB T3Z 2A7 www.redfernent.com 1-87*-387-**** ext. 221 cs2@***.com ________________________________________ FEB 13, 2019 | 11:20AM MST Jackie Wilby replied: Hi Al: I’ve completed setting up the exchange evaluation file and the RA# is 142931 JW. Please write this authorization # on the front of your original receipt or bank/credit statement and take a copy of the receipt. You hold onto the original and put the copy inside the original box for the Stoneline Large & Medium Pot and ship it to our Calgary Office for exchange or repair depending what has been determined defective. Once we receive the product we’ll have it evaluated by our qualified technicians where they will evaluate to see if the product has any manufacturing defects. We will email you to let you know if it is a straight exchange, a replacement part or if it isn’t covered under warranty. If it isn’t covered under warranty, you have the option of having your product shipped back to you COD, to have it disposed or to purchase the same or close comparison at a better rate. If you have any questions, please feel free to email me. Thank you, Mrs. Jackie Wilby Customer Service Manager Redfern Enterprises #101-127 Commercial Drive Calgary, AB T3Z 2A7 www.redfernent.com 1-87*-387-**** ext. 221 cs2@***.com ________________________________________ FEB 12, 2019 | 12:28PM MST Al replied: Please use the Billing address from my signature That is my home address [cid:image003.png@***.F52A8980] Al Barr JACAL Technologies Cell: 780-940-**** Shop: 7427 - 67st NW Edmonton, AB T6B 2J3 Billing: 14 Cascade Cres Sherwood Park, AB T8H 2S7 Email: al@***.ca Website: www.jacaltechnologies.ca ________________________________________ FEB 12, 2019 | 11:13AM MST Jackie Wilby replied: HI Al: We can certainly set up an exchange evaluation for you through our Calgary Office, where the cookware would have to be shipped by the customer to our Calgary Office to be evaluated by our qualified technicians to determine if what is occurring is under warranty. If you are local or in the area, you can walk in with the cookware with your proof of purchase for evaluation also. Once evaluated, we would let you know if it is a straight exchange, a replacement part or if it isn’t covered under warranty. If it isn’t covered under warranty, you have the option of having your product shipped back to you COD, to have it disposed or to purchase the same or close comparison at a better rate. Please forward the following information to set up the file. Once the file has been set up, we will forward you an RA# and instructions on how to complete the process. • Scan or picture of the full original receipt: • Pictures of the cookware upside down to see the steel bottom: If you no longer have your original receipt, we can use a bank or credit statement as your receipt. What we need to see is “Redfern Enterprises”, the full date and the dollar amount. We do ask that the product be shipped in its original packaging however, you can use any packaging as long as it is properly secured to prevent further damages. This includes either placing it inside another box or wrapping the original in wrapping paper. Sincerely, Mrs. Jackie Wilby Customer Service Manager Redfern Enterprises #101-127 Commercial Drive Calgary, AB T3Z 2A7 www.redfernent.com 1-87*-387-**** ext. 221 cs2@***.com ________________________________________ FEB 11, 2019 | 02:25PM MST Al replied: Is there anybody who will respond to this? [cid:image003.png@***.F52A8980] Al Barr JACAL Technologies Cell: 780-940-**** Shop: 7427 - 67st NW Edmonton, AB T6B 2J3 Billing: 14 Cascade Cres Sherwood Park, AB T8H 2S7 Email: al@***.ca Website: www.jacaltechnologies.ca ________________________________________ FEB 07, 2019 | 03:45PM MST Original message Al wrote: I purchased a 13 piece set of Stoneline at Edmonton Home Show in 2018 Redfern Enterprises Invoice number 14106 At this years show I inquired about warranty and was advised to email you I have attached pictures Both the large pot and the medium pot are losing their coating The loss is very plain to see on the large one I only use plastic utensils and all the other pots/pans are fine Both of these are used primarily for boiling food so ?? What do I do at this point? [cid:image003.png@***.F52A8980] Al Barr JACAL Technologies Cell: 780-940-**** Shop: 7427 - 67st NW Edmonton, AB T6B 2J3 Billing: 14 Cascade Cres Sherwood Park, AB T8H 2S7 Email: al@***.ca Website: www.jacaltechnologies.ca From: Al Barr Sent: February 7, 2019 3:38 PM To: Al Barr Subject: Al Barr JACAL Technologies ________________________________________ This message was sent to al@***.ca in reference to Case #: 142931.