Saturday, June 1, 2013

Here is the story that got me to start this blog, showing how Emerilware has managed the issue of one of their pan melting:

In 2006, I purchased an Emeril 2.5Qt Sauce Pan purchased in 2006 from Bed Bath and Beyond.

On December 18, 2012 around 7pm at my house, I started cooking broccoli on the stove (setting on High), and set dinner table. While I was eating soup with my kids (probably 10mns after I started the broccoli) I noticed flames coming out of the stove. I lifted the pan and took it away from the Stovetop to see what was going on. And when I did this, the bottom on the pan fell and liquid metal splashed all around the kitchen. 

Note that my daughter was seating next to this chair, it is a miracle that she did not get injured.

The interesting part was that the pan was damaged, but the broccoli inside was actually still good to eat.

After this happened, and after I had recovered from the shock of this happening, I called Emerilware.
And they have a very good process that leads to nowhere. Clearly they have optimized it to look good from the outside while doing nothing about the issue. Here is how it went:

December 19, 2012: called Emerilware to inform them of the incident. Left voicemail.

December 20, 2012: received email asking me to call them back
December 20, 2012: called back. Talked to somebody who told me that they will take a look at the pot, and that I will receive instructions on where to ship the damaged pot.
December 26, 2012: they sent a letter with shipping instructions
January 12, 2012: shipped the damaged pot to Emerilware
February 26, 2013: Received a voicemail from Emerilware to call them back. No other details. Since I was just starting a new job, I did not call them back right away.
February 26, 2013: Called back and was informed that Emeril has found nothing special about the pot and therefore they did not feel responsible for what happened. No explanation of what happened, no report from experts. It seems that melting pans are a normal thing, and it is my problem, not Emeril's problem, even though they are the one manufacturing these melting pans.
March 11.2013: Received the pot back in a box. No explanation, no letter there either.
March 18, 2013: Called back to ask for a written answer from Emerilware on the issue.
March 20, 2013: Received an email repeating the same story they had told me on the phone. Still no explanations of what could have happened, just a polite non-answer that means "go away"to me.

April 14, 2013: I did a search on the internet. And I find very interesting that a search on "Melting Pan" on Google (no brand specified in search) leads to this post in the first page of result:

Something strange happened though, I stopped by to see her at work one day and she told me this bizarre story of how one of her pans had melted, the bottom plate fell off and the liquid metal damaged her floor.<< 

And then I remembered that I was given the case number 367 when I called.

After investigating further and finding 38 cases of people who had similar issues with Emeril pots, I sent an email to request that the case be reviewed and escalated. I also wrote a letter that I sent them through regular mail.
April 15, 2013: Received an email back saying that there is no escalation process.

So I am telling this story to the world so that at least people are aware of the issue. My Emeril pan melted and Emerilware does not want to have anything to do with it.


  1. The pictures are now also on Pinterest:
    Feel free to Re-pin!

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