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Plasma Innovation Cookware / Poor customer service

1 592 Gordon Baker RoadToronto, Ontario, Canada Review updated:
Contact information:

See below for details: Complaint began with the base of the frying pan noticeably scratching (due to poor etching of brand name)our glass top stove; the company has wasted our time, money and is not compensating for damages that occurred by using their product. Poor customer service and another company out to make a quick buck!!

Hello Brent,

It is May 12th and I can only assume that your organization is not addressing my concerns. If this is not the case please respond. Otherwise I will take another course of action.

Thank you

XXX

----- Original Message -----

To: shows AT plasmaic.com

Sent: Friday, April 25, 2008 2:59 PM

Subject: Letter

Hello Brent,

Here is a copy of the letter that was sent with the frying pan to your office. I have received the frying pan back and as you stated any pieces of metal have been removed. When your organization returned the frying pan it would of been good customer service to receive a letter informing us of the status.

Thank you

XXX

April 14th, 2008

PLASMA INNOVATION COOKWARE

592 Gordon Baker Road

Toronto, Ontario

Canada M2H 3B4

ATTENTION: Masoud and Ashley

Re: Damages: Scratches on Frying pan bottom and Maytag Glass Top Stov

Dear Sir and/or Madam,

Thank-you for looking into our concerns. The following is a break down of the activities that took place prior, during and after damages to our Maytag Glass Top Stove took place as a result of a fault of the Plasma Frying Pan.

We had only owned the Plasma Frying Pan for a few days prior to the morning of the incident. I followed "Mo's" instructions of washing it gently in warm soapy water, drying it and rubbing a little oil into the base of the pan to "season" it when I got home for the Ottawa Home Show where the purchased your product. I had used the pan a few times that week and was overall thrilled with it. It never went in to the dishwasher nor was submerged in water after each use, rather wiped out with a soapy cloth, rinsed and dried. At over $200 for a frying pan it was considered and treated as a "prize procession".

The following Friday morning we had company coming over for a big Brunch where I was serving Crepes. I used my new frying pan and to make the crepes, which turned out beautifully, however as the process of making the crepes went on I began to notice that the bottom of the frying pan seemed to want to "stick" to the top of my glass top stove. I did stop and wipe down the bottom of the pan and the top of the stove a few times to try to resolve what was making it "stick" to the glass top but wiping both surfaces did not seem to make much a difference. I let the pan and the stove cool down and then cleaned the glass top (with the appropriate glass top cleaner). It was then that I noticed all of the scratches and tiny dots of silver in my glass top surface. I was trying to gently wash away these tiny silver spots and noticed that if I ran my fingernail over them that I could feel a slight ridge. One of our guests and I very gently removed this tiny "spot" and then realized that is was a very small piece of metal embedded in to the surface of the glass top stove. Our immediate thought was, "Where did these tiny pieces of metal come from?"...that was when I decided to look at the bottom of the frying pan and saw all the scratches on it's bottom and realized that it was indeed metal that had done this damage. But where did it come from? And then we found it. Stuck inside the words "Made in Germany Titanium" where still a few remaining tiny flakes of metal that were left behind (presumably) from when the words where routered out during the construction of the pan.

I believe that the reason these tiny flakes of metal decided to come loose this day, as opposed to the other days of use, was that when one makes crepes it consists of a continuous activity of picking up and putting down the frying pan on to the hot element on the stove top surface. I believe it was this repetitive action of picking up and putting down that "knocked loose" these metal pieces. Even though I continued to wipe the surfaces each time I placed the frying pan down onto the newly wiped surface it must of continued to knock loose more metal shavings left behind from in the routered out words.

This was when we took photo's of the glass top and the frying pan, called your office and spoke with your Customer Service Representation, Ashley, and thusly emailed the images to you. We have not used the frying since this incident and as due requested by yourself, have packaged it accordingly and mailed it to you to further investigate. In the intern we have contacted Maytag Services and inquired as to the cost to replace the glass top portion of our stove. The quote for materials is $400 cnd.

As we understand from Ashley this a situation that you have not run across before, hence, please know that we will assist in answering all queries that you may have. Please contact us either by e-mail ( ) or by telephone ( ) to discuss any portion of this letter and to inform us of your conclusions and recommended actions. If further photo's are required we will happily comply.

Once again, we thank-you very much for helping us resolve this unfortunate matter.

Va

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Comments

  • Su
      18th of Jul, 2008
    +2 Votes

    I purchased a sauce pan from Plasma Innovation Cookware In. at Home Show. The sale person said the pan could be used for 20 years. However, the pan is only used less than 4 months cause the flaw. I could not exchange due to poor customer service of Plasma Innovation Cookware Inc. at 592 Gordon Baker Road, Toronto, Ontario, Canada M2H 3B4. Are there any laws in U.S.A. against Plasma Innovation Cookware Inc. Distributors/Sales people to protect U.S. customer? What should we do?

  • Jo
      8th of Aug, 2008
    +1 Votes

    I will have to agree with you on this one, this company should be boycotted and put out of business, they have poor customer service, they do not stand by their warranty and if the keep this up their supposed 20 yr warranty will not exist as they probably won't be in business. For the amount of money that is spent on these pans I really don't think that it is worth it considering the horrible customer service and if you have ever visited their showroom you would not pay thousands of dollars for pans displayed in a filthy warehouse "showroom". I hope that you get this situation rectified as I know a handful of people including myself who have bought this product and have had nothing but problems. I say we boycott and put these fly by night companies out.

  • Sa
      23rd of May, 2010
    0 Votes

    I purchased a whole set of Plasma Innovation Cookware at the Vegetarian Food Fair in Toronto in 2006, and gave the set to my daughter and her husband as a gift. They have used it extensively. The two pots they use the most (frying pan and soup pot) have both lost their "non stick" surface. The bottoms of these two pieces are sort of furry and food sticks. We have called the company and basically they say - too bad, read the warranty on your bill. Basically nothing is covered... if you read that! Although I was told you can use any utensils with the product (and, by the way, my daughter and her husband use mostly plastic utensils), the "bill" says no warranty ... "Accumulation of food particles and general improper maintenace will damage the non stick coating and will not represent and exchange under warranty", etc. etc. Basically NOTHING is covered!! And there is no where that they tell you what proper maintenance is other than oil it before using.

    I am not about to give up. I paid a lot of money (just over $1000) and I plan to fight this all the way to Small Claims Court, no matter how long it takes!! My journey has just begun!!

    Sandra

  • Bl
      4th of Jun, 2010
    +1 Votes

    Sandra

    Just to say you are correct in that the bottoms get a little fuzzy and
    food sticks. When we contacted company we were told exactly the same thing, in that you need to oil before using. The way the product was promoted was that you don't need any oil as surface was that good NOTHING would stick. Now without oil sticks bad. Good Luck.

    Blayne

  • Go
      21st of Feb, 2011
    +1 Votes

    I bought one of those pans about 4 years ago and within the first couple of years it started to get scratched and the bottom is furry, as previously mentioned by other people. I tried to get it changed last year, but it seemed next to impossible. they charge me 50$ to find a copy of my bill (hello, are we in 2010 and shouldn't it all be electronic??) to see when I bought it. I told them that it was supposed to be garantied for 20 years and they said that depending on how long it has been, you need to pay part of the repair/replacement- ie. after 5 years, x amount, after 10 yrs, xx amount, etc. SO that is the reason they need to see year of purchase! that is not a 20 yr garanty, in my mind. I am super annoyed with this. I was at a trade show when I found this out and wanted to go back to their booth and make a big fuss, publicly, but didn't end up having the courage. I bought this pan because it was supposed to be long lasting and healthy and I got rid of all the teflon in my house- but now with all the fuzziness, i wonder if this is really more healthy than a teflon pan. I really disappointed with their service, eventhough i 'love' the pan and use it every day.

  • Ca
      17th of Apr, 2011
    +1 Votes

    I purchased a fry pan 2 years ago. The non stick surface began to bubble up and come off. I sent photo to Plasma along with copy of invoice. They agreed to replace the fry pan but...since I paid a reduced price (discount) I would now have to pay the difference (about $45.00) plus the shipping costs to Toronto. Plasma would pay the shipping costs for the new pan. This is unacceptable. Why should I lose the discount because the pan is faulty? Why should it be my responsibility to pay shipping costs? This is not a company I would ever buy from again. For the same price I can buy more than 10 frying pans at CTC or Zellers or WalMart. Since most non stick surfaces last 3-4 years, that is more than the current 10 year warranty on these pans for the same price.

  • Sh
      23rd of Apr, 2011
    +1 Votes

    DO NOT BUY PLASMA COOKWARE!!! BUYER BEWARE!!!
    This company is scamming it's customers! This cookware DOES NOT live up to it's claims!
    I bought a frying pan from Plasma and after 6 months it began to loose it's non-stick surface. The coating is starting to peel now too. Food gets burnt on very easily even with proper cleaning. I sent in a picture to Plasma and they said they wouldn't replace the pan due to improper cleaning. What a joke...like I don't know how to wash a pan. I then contacted the BBB (which apparently I wasn't the only one- Plasma unsurprisingly has many complaints against them), which Plasma refused to fully respond to my complaint through them too. They offered no solution, no refund. They clearly do not want to stand behind their product. So after spending almost $300 on a pan I could only use for a few months, Plasma will do nothing to compensate me. They have even stopped answering my emails. I will never purchase a product from this company again and would not recommend them to anybody. It is unfair how they scam their customers. Warn your friends/family not to buy from them. I wouldn't want them to make the same mistake I did.

  • Da
      25th of Oct, 2011
    -1 Votes

    Just stumbled upon this website.
    Must say I disagree with the comments here. I have had my Saute pan and fry pan for over 3 years now. They work just as brand new.
    Tried it in the oven as well. Lives up to to its name.
    Was disappointed by the nasty comments people spend their time writing here. I would rather go and wash them, perhaps they start performing as they should!

  • De
      21st of Nov, 2011
    0 Votes

    I have had my pan for four years, and I wash it carefully in warm soapy water with a cloth, rinse it thoroughly and it too is chipping on the inside. It started with tiny specks that are now turning into little bare spots. And by the way Dave and Plasma, I don't use metal implements. Dave has been lucky with his pan and perhaps doesn't use it as often as the rest of us. Mine gets used everyday. I was thinking of sending my daughter one of these pans as she is also very health conscious and doesn't like teflon pans, but I don't think that I will waste my money. I will also not buy another of these pans. When it gets bad enough and I feel ready to replace it, I will give my money to some other company.

  • De
      21st of Nov, 2011
    0 Votes

    PS I can't help but wonder if Dave Cooper doesn't work for Plasma (maybe he owns the company). Just a thought folks.

  • Xo
      29th of Mar, 2013
    +1 Votes

    I purchased their cast-soup pot with lid about 1-2 years ago at the CNE in Toronto. At the time, the sales man told me that this pot came with a lifetime warranty without charge. I take very good care of it but now the bottom has become discoloured and is losing its non-stick. I called the company and they told me that I should have read the fine print of my bill stating that if I did not pay for a warranty, the pot would be replaced within 5 years at 1/20 the REGULAR PRICE (I got a discounted price, so I have to pay the difference) times the number of years of use. On top of that, the customer service rep, CHRISTINE, was VERY RUDE when speaking to me. This company is a complete rip off and has the worst customer service imaginable. NEVER BUY FROM THEM!!

  • Re
      18th of Feb, 2014
    +1 Votes

    Same comments as above. Not too impressed with the "Plasma innovation." The pan was great for the first few months, but over time and use deteriorated like any other pan with a coating. Don't waste your money.

    BTW "Dave Cooper" is a plant, bc I found the exact same comment on the Homestars website http://homestars.com/companies/220455-plasma-innovation-cookware

  • Ji
      28th of May, 2014
    +1 Votes

    If I have read all these complains, I would not buy the pans from them!
    I bought two pans on the cooking show in Vancouver 5 years ago. One of the pans surface has cracked since last year, (4 years of use), I sent my receipt with photos to the Plasma Innovation company, they denied this quality problem. They told me that I burned bottom! I wonder, they don't even know how I cooked! How do they know the crack was from the over heat?! Anyway, they refused the warranty service. Now, I have this stupid, expensive pans in my kitchen doing nothing! What a waste! I try to find the manufacture, but there is no such contact. They claim the pots were manufactured in Germany, but, there is no information about it. The only thing I can do is to bring the pan to the show again to question the sales person there, or give people a different "show"!

  • Oo
      6th of Jul, 2014
    0 Votes

    I just bougt one : ( Should have waited and done more homework. So hoping this one works out for at least a few years given the high price! So glad I didn't buy more. My husband loves to cook and is so excited to use it this am. I am not sure I should tell him what I havve found out! Time will tell but will never buy or encourage another to buy until I see for myself how it performs with good care. Thanks for posting and warning others!

  • Do
      13th of Aug, 2015
    0 Votes

    I bought a frying pan with lid from Plasma Innovation at one of the health shows in Toronto, probably over 9 years ago. They touted the benefit of using it without oil, and that is why I bought one in spite of the rather high price. But when I tried it at home, things would stick. Then I remembered that the sales rep doing the demo had been doing something with cheese that he wiped all over the inside of the pan, just before his demo about the non stick feature. So I realized that the cheese must have left a residue of fat, and then he showed how to fry an egg without oil. Probably a little sales trick I had fallen for... From then on we have always been using a small amount of oil, way less than would be required in stainless steel pans or pans with enamel or corning ware. I must say it is our favorite pan and it works great, to this day. Yes the underside is discolored and looks a bit grubby, but so do all our pan bottoms after many years of use. The inside is fine.
    My experience with plama in terms of warrant has been positive. The lid cracked after a couple of years because of our mis use . I drove to their store and they sold me a new one at a good discount.
    I have since wanted to buy another pan from plasma, but have shied away because of the many the negative reviews. I wonder if I have been just lucky with my purchase, or if years ago they produced better quality, and it has deteriorated over the years, which is not uncommon.

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