Not too long ago we finally replaced our old warhorse of an electric frying pan. Because it is just the two of us we didn’t need anything too big, so we bought the only option we had in a 12″ square size. It preformed wonderfully and the only problem is the markings on the temperature dial didn’t last very long. After slightly overcooking something the weekend before last I surfed over to the manufacturer’s web site looking for picture of the dial so I could take a felt tip pen and crudely recreate the markings. Not finding any help on the site, there is only one image of the thing on there, I found the contact page and left a note explaining my predicament asking for a photo of the dial.
Dear Brian,
Thank you for contacting Oster, a brand of Jarden Consumer Solutions. We apologize for any inconvenience you have experienced with your SH12 and will be happy to help you.
Please respond via email with the exact date of purchase and a code located on the bottom of the unit or engraved on the outside of the metal prongs you plug into the wall to give the unit power. The metal prongs are located on the end of the power cord. This code should begin with one letter, followed by three numbers.
We appreciate your business and are happy to help if you have any further questions.
Sincerely,
Jennifer
Jarden Consumer Solutions
www.oster.com
I especially like that they told me where to find those tricky metal prongs you plug into the wall. I write back:
Jennifer,
I have no earthly idea when the unit was purchased, I am not expecting a replacement under warranty, I would just like a high resolution or spec drawing of the temperature dial so I can remake my existing unit.
The number engraved on the plug is “A201J”.
The label on the underside of the power section reads:
Model: TKSP-S008A-10
125Vac 60Hz 15A
E81296 (SP)
MADE IN CHINA P.N. 128149
Thanks for any help you can give me,
Brian
The next day I get this reply:
Dear Brian,
Thank you for contacting Mr. Coffee, a brand of Jarden Consumer Solutions. We apologize for any inconvenience you have experienced with your skillet and will be happy to help you.
We do have replacement options available for your SH12. Although we appreciate your willingness to repair the unit, we cannot send out internal components for both liability issues as well as certain patent concerns as many of our parts and schematics are considered proprietary company information.
Again, we do have replacement options available for your SH12. If you would like to discuss these options, please contact us at our toll-free number 1-800-334-0759. For your convenience we are available 9:00 am to 6:00 pm Monday – Friday, EST. Please have your electric skillet available when you call
Again, I apologize for any inconvenience. We appreciate your business and are happy to help if you have any further questions.
Sincerely,
Holly
Jarden Consumer Solutions
www.oster.com
At first I was a little miffed at the direction this was taking and then I noticed my poorly worded request. So I try one last time to get across that I just want a picture of the dial:
Holly, Jennifer or any other random CSR who gets this,
I believe I was misunderstood in my previous email because I said remake when I actually meant to say remark.
I just want an image of the temperature control dial so I can remark with a pen the missing settings, allowing me to be able tell what temperature I have it set at. I am not interested in a replacement part because it will, with shipping, handling and tax, probably end up costing more than if I were to drive to my nearest Walmart and purchase a whole new skillet. Which is exactly what I am going to do if you can not supply me with a picture, catalog image or hand sketch of said dial. And you can take a pretty good guess as to which brand I won’t include in my decision making.
Thanks in advance for your consideration in this manner,
Brian
Frustrated Consumer
www.mr-miata.net
Figuring that I was going to get another polite email suggesting I call about replacement parts, I was totally floored with their reply the next day:
Dear Brian,
Thank you for contacting Oster, a brand of Jarden Consumer Solutions. We apologize for any inconvenience you have experienced with your SH12 and will be happy to help you.
Unfortunately, we do not have a scan to send you or a replacement temperature control. Therefore, I have placed an order for a SH12 that you will receive within 2-3 weeks.
You will receive an order confirmation, shortly as well as a shipping confirmation when our item leaves our warehouse.
Again, I apologize for any inconvenience. We appreciate your business and are happy to help if you have any further questions.
Sincerely,
Holly
Jarden Consumer Solutions
www.oster.com
Thanks Holly/Jarden Consumer Solutions/Oster/Mr. Coffee, really nice way to turn a possibly crummy situation into a win for everybody.
Miata Top Transitions since 10/24/08: 414