TK Cups Wear 'n' Tear (Bad Batch??)

hiphipharar

Jonty wrote:

I hope mine dont end up like that.

http://www.artazza.com/productcare.php and the English section on this page http://www.terrakeramik.ch/info/?mnu_id=83

..the platinum glaze should withstand 500 dishwasher cycles without any noticeable wear of the platinum (actual results may vary based on dishwasher type, wash program, detergent, and water hardness)

At $50 each, my two TKs only get used on special occasions.

Brett_H

This is really not good enough for specialty cups of this price and calibre. I hope the manufacturer offers you a replacement set given they are evidently not up to scratch!

Muscles

I mistakenly emailed Artazza with my query and a link back here for them to see the cups and got this reply:

Hi Marc, ........We inspect and quality control all Terra Keramik items we sell in our markets (including sample testing), and have a return policy for items purchased from us that is posted on our website...... and ......The items that you describe were sold by E61........................................................ and to the best of our knowledge were purchased by E61 from Terrakeramik.ch in Switzerland. Such wear and tear is not normal, but it can occur if the batch was not properly fired in the kiln by Terrakeramik.ch. That is why we quality control every batch before we sell. And we stand behind what we sell. If you or anyone has bought cups from E61 that are defective, you should make a claim with E61.......... Hope that helps. Thank you. Best regards, Customer Service http://www.artazza.com

Great form considering I shouldn't have even emailed them in the first place. I have just emailed Terra Keramik themselves and will await their reply...

Seeya_Latte

Muscles I hope that you get nothing short of full replacement and some (Any co trying to grow a market in this region would be best served jumping on this). What gets me is we're not talking about a $2 mockup product, if it was, you'd write it off as an affordable learning experience. I don't own any TK's but was instantly drawn to them by the rich colours ...for me, your disappointing experience confirms that ACF (and a close 2nd Nuova Point) still remain at the top of the pack, and hopefully have got something similar in their colour range by the time I can drum up enough courage to splurge. Keep us posted on progress Seeya

Muscles

In talks now with TK themselves. They have asked for proof of purchase and photos which I have sent but the invoice from E61 has 1 x cup @ $180 on it?! (never even looked at it until now...) Will update with outcome soon but so far it seems like it will be a positive one.

Brett_H

Muscles wrote:

In talks now with TK themselves. They have asked for proof of purchase and photos which I have sent but the invoice from E61 has 1 x cup @ $180 on it?! (never even looked at it until now...) Will update with outcome soon but so far it seems like it will be a positive one.

Good on you for seeing this through. Hopefully you will get some satisfaction.

Muscles

;D WOW! I just heard from Terra Keramik and they are going to send me 4 replacement cups :thumb: To be honest this is above and beyond what I expected. It is great to see there are still manufacturers out there who stand behind their products. One thing they have requested is that I only hand wash them from here on through...

Kelsey

Awesome, that's a great result Muscles.

Brett_H

Great result mate and great work TK!

hiphipharar

Glad to hear it and kudos to TK. You can keep using the current set for everyday use and put the new ones away for special occasions. Oh, and just use a soft cloth instead of a sponge. in fact, avoid rubbing of any kind as much as possible. Rinse them as soon as you finished using them and wipe carefully with a soft cloth if required. Let them air dry. I hope they update their advice on their website: http://www.terrakeramik.ch/info/?mnu_id=83

Seeya_Latte

Great outcome Muscles, TK's response was spot on :thumb:. Good cleaning advice for other TK owners too.

UNM

Good result! And for the record, I am pretty sure that (Australian) customers always have the right to approach the manufacturer directly for warranty issues. Sometimes it is better to go to the retailer, sometimes not. I only mention it because there are those that would have you believe it is burdensome on the consumer to go direct. In many cases it is the most efficient route to resolve issues.

Lwowiak

Great Result! I have to agree with UNM. You are always entitled to go direct to the manufacturer or importer. Retailers go out of business all the time, so sometimes it is best to go direct to the source. Usually your outcome is much better than if you went through a retailer. Negative comments about retailers that are closing down for whatever reasons is nothing but bad form. Customers view comments like that in the same way that voters viewed dirty politics in the QLD election. Good to see that TK stands behind their products. It elevates them and their products to a new level in my book.

Muscles

Yeah I am very happy with the outcome. As for going direct to manufacturer, for a build fault I see no problem doing this but if for example they were damaged in transit then that issue would be between me and the retailer (if bought online of course). If I had gone via E61, I would have added a 3rd party and another level of communication in to the loop so it would have to have taken longer to get a result purely because there would've been a middle man. Matt @E61 did his best and made these cups available to many people so I have no ill feelings toward E61 at all - quite the opposite actually...

Brett_H

Lwowiak wrote:

Negative comments about retailers that are closing down for whatever reasons is nothing but bad form. Customers view comments like that in the same way that voters viewed dirty politics in the QLD election.

Too right and beautifully articulated! It's a tough time to be a retailer and the risk/reward ratio has certainly shifted to favor risk. I take my hat off to them one and all. it's even more tragic when the retailer is willing but for life matters, unable. Marc, you have been a gentleman about this issue from the start so it is right and proper that you have received recompense.

Jonty

Great news Muscles. Did TK mention if there had been a defective batch manufactured or has it been a simple we will replace with no detail into why cups ended up in the condition they did? Jonty

shape_shifter

Great news Muscles :thumb:

Muscles

Jonty wrote:

Did TK mention if there had been a defective batch manufactured or has it been a simple we will replace with no detail into why cups ended up in the condition they did?

Not really. The guy I have been liasing with has been very apologetic about his lack of English (mind you, I thought he was doing OK) so it was more like you said, no real questions asked other than for photos and proof of purchase to show that they were less than a year old.

Koffee_Kosmo

Well it a good result for all as it should be :thumb: KK

Muscles

The mail man turned up today with 4 new replacement cups courtesy of TK. Very happy with their level of service - I honestly never expected replacements :thumb: All 4 cups survived the trip from O/S with the only casualty being one saucer but thems the breaks I guess and I never really use saucers anyway... THANKS TK!