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All-Clad Customer and Product Support

Bit of a long story . . . so you don't have the time you can just skip to the last paragraph

I own a bunch of all clad cookware and generally think it's pretty good value for the performance. Another reason I have bought All-Clad is because they have a lifetime guarantee and they claim "customer service second to none, contact All-Clad for any reason" and . . . "Every piece of All-Clad cookware comes standard with exceptional customer service. "

Well, I have an All-Clad food mill that I love and it gets a lot of use. Went to make a sauce with it the other day and I couldn't find the fine sieve disk . . . grrr . . . Wife used it last to rice potatoes and we believe that the disk may have been accidentally tossed in the trash. Of course I discovered this on trash day, shortly after the trash had been picked up.

So I sent All-Clad an email to inquire about purchasing a replacement disk. Didn't get a reply and so I after a few days I gave them a call. I spoke with a service representative who after checking explained that they did not sell replacement disks for their food mill. I then explained that I use that one disk a majority of the time and that for my purposes I now had a very expensive piece of equipment that I couldn't use because I couldn't buy a single replacement part. She said she couldn't do anything but would have a supervisor call me.

A couple of days passed and I was getting ready to write some nasty things about their customer service when an All-Clad supervisor called and spoke to my wife. He explained that they couldn't just provide a replacement disk, but said if we sent in our food mill they would send us a replacement at no additional cost.

Well, it took a couple weeks, but I just got my replacement mill and boy is it nice! They have redesigned their food mill since my purchase and everything about it is nicer than what I had before. All the things which were annoyances with the original had been improved or corrected with this new one and I can't tell you how happy I am. Thank goodness I got it before the Holidays and also in time to make sauce from all my late harvest tomatoes from the garden.

Had I not received good customer service I would have written about it and complained everywhere I could have. So, conversely I must let everyone know how All-Clad stands behind their products and their customers. I am now even more inclined to purchase All-Clad and am very pleased that they are true to what they say on their website and in their literature. In my experience All-Clad is a great company for consumer support!

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  1. <A couple of days passed and I was getting ready to write some nasty things about their customer service>

    <Had I not received good customer service I would have written about it and complained everywhere I could have>

    I agree that All Clad did a good job for you, and frankly went above and beyond. Good for All Clad.

    My point is that the disc is not considered as a disposable item. As such, the cookware company has right to sell or not to sell these separate parts. I buy knives often, but I don't expect knife companies to sell individual knife components (handle, blade, ...etc) to me.

    All Clad, as well as most companies, life time warranty only covers cookware defects. A mistake from the customer's end does not constitute cookware defect. Losing or tossing part of the potato ricer into trash can is not considered as a cookware defect.

    So while I am happy for you, and happy for All Clad outstanding customer service, please do understand that writing nasty things about a company which cannot sell you components or to freely replace item which you lost is unfair.

    <am very pleased that they are true to what they say on their website>

    To be honest, they are true to what they say even if they did not replace your item. They actually went beyond the warranty.

    15 Replies
    1. re: Chemicalkinetics

      Agreed that they went well above and beyond. But I didn't want anything free. I simply wanted to buy a replacement part that costs a fraction of the whole rather than having to replace the whole thing. I believe it is bad business to have to replace a $200 item because of a $20 part. I'm sorry but that is part of supporting a product line. A company should stock replacement parts especially for their equipment which has many parts. ie racks for their roasting pans, sieves for their strainers, tops for their pots and pans, cords for their electrics, inserts for their slow cookers, etc. . That IS part of support. In this case All-Clad recognized it and made it right. For that I will always be a loyal customer.

      1. re: RhonelyInsanediego

        < I'm sorry but that is part of supporting a product line>
        <A company should stock replacement parts >

        Is it a replacement part though? If it is a consumable part, then yes, it has to support consumable parts. Parts which are disposable. If it is not disposable, then it does not have to support it. The fact that All Clad could not sell you the part means that it is not an inventory item (no part numbers) which mean (my guess) is that All Clad never consider the disc as a consumable part, which is why they have to replace the whole thing. Again, I am happy for you, and I think All Clad has done good.

        1. re: RhonelyInsanediego

          It's more like a $2 part, the absence of which renders the $200 whole useless.

        2. re: Chemicalkinetics

          Do you really think replacing removable components is unusual? I've ordered replacement parts for my KA mixer, for a stick blender, and for multiple large kitchen appliances. I wouldn't expect a knife maker to sell individual components either but in the case of a removable part, I do. IMO, All Clad did the right thing in this case, since they have chosen not to stock replacement parts.

          1. re: tcamp

            <Do you really think replacing removable components is unusual?>

            I think you are missing my point. It is not unusual, but it is not required. Many garlic presses have removable components, and most of them do not sell individual components. It is not unusual that someone say hi to greet you on the street, but it is not required. There is a huge area between these: What is usual, and what is required. Just because KA sells parts, it does not mean that it is required to. Just because many people on the street say hi to you, it does not mean everyone has to do so. There is no legal obligation.

            I think All Clad did a good thing by replacing the unit as I have clearly written above, but it went above and beyond. If it has to, and it did not, you would able to sue the company. Let's face it. You cannot sue a company for not selling individual components. (consumable item aside) It may be frustrating which I totally understand, but it does not make it a requirement.

            Kitchen Aid is also a top line companies. Many companies do not have the same extended support, but that does not mean they are irresponsible.

            1. re: Chemicalkinetics

              Sure, I get your point. I'm well aware it is not a legal requirement nor would you prevail in a lawsuit. But I think it is fairly standard for appliance makers to sell replacement parts for removable components. It is a wise business decision to make them available in order to keep customers brand-loyal. I guess All Clad has gone one further by offering an entirely new unit rather than producing replacement parts. Generous. Not very green, though.... Which I realize is also not a legal requirement.

              This reminds me, I need to order a new microwave handle to replace the cracked one. Whew, $39 rather than $359 for a whole new one.

              1. re: tcamp

                >It is a wise business decision to make them available in order to keep customers brand-loyal>

                That I absolutely agree.

                <I guess All Clad has gone one further by offering an entirely new unit rather than producing replacement parts.>

                It depends. Because these incidents probably do not happen very often -- missing a disc or cracking a disc. Having to produce package individual parts, and put them in shelves and assign a PO (purchase order) number...etc. could be more wasteful. In fact, if All Clad has moved to a new design. It could be wasteful to just keep the old design component (machine) around just to support old unit. It is easier, cheaper, and more environmental to replace an old unit with a new one.

                1. re: Chemicalkinetics

                  Denting a disk, however, is not uncommon.

                  1. re: RhonelyInsanediego

                    People do not usually request a new disc even if it is slightly dented as long as it is functional.

                    1. re: Chemicalkinetics

                      If its dented it does not work properly as the blade loses contact with the disk and allows leakage out the back. A dented or even slightly deformed disk personally drives me crazy. If I spend around $150 -$200 on a piece of cooking equipment, I expect it to work well and efficiently as designed. But hey, maybe that's just me and not you. To each his own.

                      1. re: RhonelyInsanediego

                        <But hey, maybe that's just me and not you. To each his own.>

                        Yep, our expectations are different. To each of his own. I am happy for your experience with All Clad.

                2. re: tcamp

                  Hi, tcamp:

                  +1. This A-C situation is more akin to a maker not offering replacement blades for its mandolines. Perhaps the food mill is out of production, and the LEAN Sigma Six black belt management tossed the 100 gross of the leftover fine disks. Who knows?

                  At least A-C made this right. They're fools if they don't offer at least the interchangeable parts.

                  Aloha,
                  Kaleo

                  1. re: kaleokahu

                    Mahalo Kaleo,

                    <"They're fools if they don't offer at least the interchangeable parts.">

                    Feel the same way. They did eventually support their customer (I am a long time All Clad consumer), but they made it awful hard on themselves and me.

            2. re: Chemicalkinetics

              It is just sound customer service to make replacement parts available for purchase for an item like a food mill with interchangeable parts. Your analagy to a knife is no analogy at all. Knives and food mills with interchangeable parts are simply not comparable. So while they may not be REQUIRED to do so (and who would be doing the "requiring" anyway), it's just downright silly not to make those parts available for individual purchase. And the fact that they don't would make me think twice about purchasing an All-Clad food mill, in spite of the excellent customer service Rhone received. Just because he received a replacement unit is no reason to assume anyone else would get the same treatment if they were to find themselves in a similar position. I have had to buy replacement parts several times for my food processor. I would have been VERY angry if I couldn't buy a replacement bowl for a piece of equipment that cost close to $200.

              1. re: flourgirl

                <It is just sound customer service to make replacement parts available>

                But that is the trick, isn't it? What is replacement parts and what is not. The moment we call something a replacement part, then we have already deemed that it can be replaced. Based on All Clad response, it is safe to say that All Clad does not consider these discs as replacement parts or consumable parts.

                <Knives and food mills with interchangeable parts are simply not comparable>

                Maybe, but there are plenty other examples as well. One can pretty much take an entire food mill piece by piece apart. Should every single piece be available? I don't know. It is their business decision. I think it is rather common that these disc/cutter are not sold separately. Recently, dcrb found a very nice deal for a MIU France foodmill for $20. I won't be surprised if MIU does not sell the disc separately.

                < I would have been VERY angry if I couldn't buy a replacement bowl for a piece of equipment that cost close to $200.>

                I probably would too, but me getting angry is not the same as they are responsible.

                There are "nice to have" and "must to have". It would be nice if All Clad sells these components separately, but it does not have to sell them separately. Because it is not liable, it is a matter of their decisions. Maybe it is good decision, and maybe it is a stupid decision, but it is their decision. It is not the same as offering a warranty, and then not following through, or making defected units.

                To me, it seems it is a split opinion on this topic anyway -- based on people's comments.

            3. < Had I not received good customer service I would have written about it and complained everywhere I could have. >

              Let me understand this. You purchase a food mill from All-Clad that performs beautifully and is in good working order. You lose a disk for it out of your own carelessness, and it's All-Clad's fault if they don't have a replacement disk for you, and you were going to trash the company because of it? Their warranty covers product defects, not carelessness. You have this sense of entitlement that they somehow owe you something. If having replacement parts was important, you should have asked about it before purchasing.

              I'm sorry for the tone of this but your statement above in quotes really rubs me the wrong way. They didn't do anything wrong. You did!

              4 Replies
              1. re: blondelle

                I'm with Blondelle.

                1. re: blondelle

                  The biggest problem that irked me was that AC weren't responding to my emails and then after I called, it did in fact take a couple weeks to get a call back. In hindsight I imagine they were trying to figure out what to do.

                  And yes when I have an appliance with removable parts I expect to be able to replace a lost or damaged part (a fraction of the cost of the unit) rather than to have buy a whole new piece of equipment to replace a part. Imagine having to buy a new kitchen-aid mixer because you lost or damaged the mixing paddle. "Sorry we only sell that with the kitchenaid."

                  1. re: RhonelyInsanediego

                    The difference is that Kitchenaid manufactures what they are selling and can supply parts. All-Clad did not manufacture this item. Maybe the company that does doesn't supply extra parts for it. All-Clad would have replaced it if part of it was defective. Again, not their fault, and they were nice to replace it for your obvious user error!

                    1. re: blondelle

                      I believe that they manufactured the original one that they replaced and even the recent one that was sent, I believe they manufactured in China. And if the part(disk) was defective, All Clad would have handled it in exactly the same way, the only way they can, by replacing the whole thing (not exactly green). And as Kaleo said above . . .<"They're fools if they don't offer at least the interchangeable parts. "> Bingo!

                      The bottom line is that AC stands behind their products and I will stay a loyal customer

                2. The problem is that All-Clad imports the food mill from China as a unit. Matfer-Bourgeat and others sell pro models that you can not only purchase replacement disks but also purchase different disk sizes.