About 6 years ago I invested in some Meyer pans from Debenhams. They cost more than I usually paid for pans but they looked and felt gorgeous and came with a 10 year guarantee. I have loved using them ever since.
Six years on and 3 of the 4 pans are still good as new. I am a daily scratch cooker - no microwave in my kitchen - so they do get used lots and lots.
But sadly the forth pan is missing. Posted to Meyer under the guarantee as the handle had become very wobbly and water was starting to escape through the holes where the handle rivets were.
I had dug out the receipt and guarantee and read it. Seeing something about manufacturing fault versus normal wear and tear made me nervous. Would they say the handle coming loose was the latter so hard luck? Hubby popped the pan in a box and sent it off for me. These days it is so common to be fobbed off or ignored by companies when things go wrong that I didn't really expect much. I wouldn't have been surprised to never hear of my beloved but injured pan again.
But, lo and behold, a few days later this arrived:
With an accompanying letter apologising that the design has changed slightly (it looks to me as though they have improved the way the handle is fastened on - so clearly a company that learns lessons as well as giving excellent service) and for my inconvenience.
My new pan is lovely. My other pans are still brilliant. I am one very happy and impressed customer.
So well done Meyer!