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View Full Discussion Hey has anyone had experience with these pans and their customer service? There are so many bad reviews and people saying the company doesn't keep their warranty promises and blame the customer for not taking care of their cookware http://www.reviewcentre.com/reviews128299.html
Thank you for your interest in Gastrolux. Our pans outlast any other currently in the market. If we receive a customer claim we immediately ask for pictures of the inside and outside of the pan. This will tell us if the pan has been used and cared for according to instructions. If we can see the pan has been misused/abused (lack of proper cleaning after use and/or over-heated) then we dismiss the claim. When this happens most customers purchase a new pan and commit to taking better care of it. A few customers run to an online forum and say the pan is of bad quality, etc. and refuse any responsibility as to how the pan was cared for. We offer lifetime warranty on manufacturing errors or defects in material, etc., but just like you can't drive your car off the cliff and take it back to the dealership and demand a new one then sometimes we have to say no to claims. Most customers are fair and reasonable, a few aren't. We just know that we make all our pans the exact same way, but how you use and take care of it varies from customer to customer. That is reflected in the joy and perceived value of the pan also.
Hope this helps!
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Thank you very much for the lengthly reply! Gives me a bit more confidence hahaa! Have a great day!