I’ve been meaning to write this post since 2013. Because it’s an important one. But I stepped away from it for some time so that I could calm down and write about it without too much negative emotion poured into it.
I’d rather present my experience with Swiss Diamond cookware as a series of facts rather than a tirade of opinion.
So instead of my normal review layout, this time I will simply cut and paste my email exchanges with Swiss Diamond’s international PR & marketing manager. You’ll get a good sense of what went wrong with our Swiss Diamond pots and pans and my expectations based on the lifetime warranty we thought we had. And you’ll also read first-hand how Swiss Diamond doesn’t stand behind their products.
Before I paste that email trail, however, I want to give a HUGE shout-out to William Ashley, where we got our Swiss Diamond cookware, thanks to our wedding registry. While the store no longer carries Swiss Diamond (gee, I wonder why…), they were extremely helpful in not only helping me get in touch with Swiss Diamond’s representatives but also — very generously — provided my family with an interim set of pots and pans while most of our Swiss Diamond set was returned to the warranty folks for inspection.
William Ashley also provided us with a store credit to buy some new pots and pans when Swiss Diamond failed to deliver on its lifetime warranty promises. To boot, we were able to donate the interim cookware set to a needy family. Wow, William Ashley — just WOW; Swiss Diamond could learn a thing (or eight) from you.
The set-up: we got our Swiss Diamond cookware (a saucepan, large pot and some pans of various sizes) in January 2007. Aside from the pot, we started seeing some flaking — something we were assured simply “never” happened with (the VERY expensive) Swiss Diamond brand — around 2010. It got progressively worse through 2011, 2012 and 2013. But thanks to motherhood, a busy day job and an extremely time-consuming blog career, I only managed to get it together to contact Swiss Diamond in late-2013.
So, let’s go back to December 23, 2013, when I first emailed Swiss Diamond:
Hi K—–,
Swiss Diamond’s community manager, via Twitter, suggested I touch base with you about our pots and pans. She (he?) asked what happened and the only thing I can think is that it is from using metal cooking utensils on them, which we were encouraged to do by the woman who sold them to us at William Ashley. Her exact words? “This set is indestructible!”
And that’s really why we bought them. After years of using Teflon-coated pots and pans and having them flake on us (and we NEVER used anything but wood or silicone on those), she assured us these would never flake or chip and that if there was ever a problem with them, there was a lifetime warranty.
When we started noticing some minor flaking, probably in year two/three, we all but stopped using metal utensils. They still got worse every year thereafter, but the worst damage was in the first few years.
And then we were in the throes of having babies and buying/selling/building homes, starting new businesses, and…life! And I just never got around to taking them back to Ashley.
Most of the handles are wobbly and – as you can see – the surfaces certainly haven’t been indestructible.
I knew we weren’t to put them in the dishwasher and they NEVER were – always handwashed. And we used them as directed on medium heat. Sometimes just low, actually, because they do heat up so well.
So, really, the only thing I can think of is the metal utensils we used early on…which of course would never have occurred to is to do had the salesperson at Ashley not explicitly told us we could!
We trust that you will make good on the warranty that was so highly praised during the sales process at Ashley when we bought these in 2007.
Moving forward, however, you might want to let your sales representatives know that they are far from indestructible!
I look forward to writing a glowing review of Swiss Diamond and Swiss Gourmet’s customer service on my product review blog. I was really impressed by the responsiveness I experienced via Twitter and hope this is a positive.
Many thanks!
Andrea
Swiss Diamond, response No. 1:
Hi Andrea,
Thanks for your email – I apologize for the delayed response! We’ve been closed for Christmas holidays.
I understand your frustration, seeing that you were using the cookware according to instructions. The damage to your pans is definitely not from metal utensils! So you can rest easy on that count. Damage from metal utensils would show up as deep lines and scratches, not flaking. We are also in the process of removing the “Virtually Indestructible” claim from our packaging and marketing material – it was originally intended to convey that the pans will never warp or change shape, because of the cast aluminum, but we definitely understand how it could be misconstrued.
The flaking and peeling of the coating, like what’s shown in your photos, actually only occurs when the pans have been voraciously overheated, over a long period of time. If the coating was experiencing a manufacturing defect, you would see a small area of flaking while the rest of the pan was intact. Also, since each pan is made at a different time, it would be unlikely for an entire set to experience the same manufacturing defect. In your photos, it looks like all your pans have similar characteristics and it covers the entire pan.
Swiss Diamond proudly offers a Limited Lifetime Warranty that covers ANY manufacturing defect for the lifetime of the pan. Like I said above, sometimes if the coating received an air bubble during the manufacturing process, or a similar issue, it isn’t visible to the eye and only shows up once the pan has been used and the air pocket expands, causing a small blister. In the case of the pans shown in your photos, the damage was not caused during the manufacturing process, but instead is a result of the way the items were used.
I personally own Swiss Diamond cookware and have used it for years in my own kitchen. Like anything worth buying, the daily care and handling has a profound impact on the performance and lifetime. For me, the convenience of how easy they are to wash outweighs the longer cooking time from using lower heat – but I know that’s not the case for everyone. It’s really OK to decide that you want to get the absolute most possible performance out of the pans and just retire them a little earlier than the average user. Most of our customers use their pans for 10+ years before they need to be replaced, unlike the inexpensive nonstick pans that start sticking after the first month and need to be replaced every 2 years.
If you enjoyed using your Swiss Diamond cookware, and find the performance and convenience worthwhile, I encourage you to retire your current set and purchase a new one. I’m sure we could offer you a discount. If you are looking for cookware that will be more accepting of fast, high heat cooking, I recommend stainless steel. You will need to use more oil, and they definitely take longer to clean, but the high heat won’t destroy the surface like it does with nonstick.
Please reach out to me with additional thoughts and questions. We take customer service very seriously, and want to make sure we’ve thoroughly addressed your concern.
Happy New Year!
My Jan. 9, 2014 response:
Hi K—–,
Apologies for my delay, too. We have been on holidays until this past Monday and I stayed away from email for most of the break and am just catching up now.
Here’s the first problem: they have only been used on medium heat (or lower), but while I wonder aloud if a gas range could make a difference… here’s the second problem: what you don’t have in your possession is a pot that is in like-new condition, but which was bought at the same time, has been used as frequently and in the EXACT manner as all of the others. And it’s perfectly fine. No wobbly handles, no flakes and barely a scratch on it. That’s how I know there’s something wrong with the others. It makes no sense that JUST ONE would be fine.
I’m not interested in retiring a set that’s seven years old when I was talked into purchasing them because they’d be the last set I’d ever need to buy. We never would have returned so many wedding gifts to “save up” for these if we thought they had a 10-year shelf life. Not ever.
So, I’m afraid to say you still have a very unsatisfied customer. It just doesn’t add up.
I’ve copied in F—– from William Ashley in hopes that someone can come up with a solution. We were sold Swiss Diamond on the premise that it was virtually indestructible, had a lifetime warranty (there was never a mention of “limited” lifetime warranty during the sales pitch) and would be a good, long-term investment. Seven years is certainly not long term.
I’d either like them fixed, replaced or a credit refunded to purchase a high-quality set at William Ashley.
Please let me know how this will be resolved.
Thanks,
Andrea
So, what happened next?
At this point, Swiss Diamond refused to take responsibility for its crappy, defective cookware and basically told me to have a nice day.
Despite their own admission that they were removing the “indestructible” claim from their packaging because they knew it was misleading, and despite the fact that I had one pot from the set that showed no sign of damage or deterioration — which debunked their statement that my handling of the Swiss Diamond cookware caused the problems — they refused to exchange or replace even one of my pots or pans.
Needless to say: SWISS DIAMOND IS A JOKE. Be careful where you invest your hundreds (and hundreds and hundreds) of dollars when it comes to cookware. And if you’re in Canada, shop for your next set of pots and pans at William Ashley. Because they actually know how to take care of their customers.
xiangli han says
Swiss diamond life time warranty is just a joke
Mommy Gearest says
That was certainly my personal experience.
Kay says
Ahhhh if only I had of found this old blog and thread before throwing $400 away on cookware that does NOT live up to its claims! Pretty sure they are still cut and pasting replies to consumers as I got the same response. NEVER again.
Mommy Gearest says
Ughhh – I am so sorry you had to go through this, too. 🙁
Julie says
I have a similar experience, although i only have one pan, a Swiss Diamond skillet. It was purchased for the great guarantee/warranty. Wasnt long before i was finding bits of the coating in my food. I also only handwashed it and used it only on med – low heat, however with the craziness of life i cannot guarantee that i didnt preheat it for 1 min too long. I am unaware of any instructions limiting pre-heating time.
If it cant stand up to the demands of family life, then i dont want another. Sounds like too much hassle to even try to get warranty service, dont think i will waste my time.
I have however, had a great experience with Green Pan…love it!! Purchased same time as Swiss Diamond and still has a wonderful non-stick surface and i can use it on high heat! My other fav pan is my cast iron work horse. High heat, long pre-heat no problem…and no toxic coating to peel off!
Dont waste your money on Swiss Diamond, moms!
Julie says
I have a similar experience, although i only have one pan, a Swiss Diamond skillet. It was purchased for the great guarantee/warranty. Wasnt long before i was finding bits of the coating in my food. I also only handwashed it and used it only on med – low heat, however with the craziness of life i cannot guarantee that i didnt preheat it for 1 min too long. I am unaware of any instructions limiting pre-heating time.
If it cant stand up to the demands of family life, then i dont want another. Sounds like too much hassle to even try to get warranty service, dont think i will waste my time.
I have however, had a great experience with Green Pan…love it!! Purchased same time as Swiss Diamond and still has a wonderful non-stick surface and i can use it on high heat! My other fav pan is my cast iron work horse. High heat, long pre-heat no problem…and no toxic coating to peel off!
Dont waste your money on Swiss Diamond, moms!
Chris Fregren says
Childish Bickering. Face it Ms. Gearest, you bought a pig in a poke. Swiss Diamond burned you. Move on…we get your message.
Mommy Gearest says
Well, the post is from 2015…so I’ve definitely moved on. LOL
Chris Fregren says
Childish Bickering. Face it Ms. Gearest, you bought a pig in a poke. Swiss Diamond burned you. Move on…we get your message.
Mommy Gearest says
Well, the post is from 2015…so I’ve definitely moved on. LOL
Jessie says
Just googled Swiss diamond warranty this am as we are throwing away what was to be an indistructable skillet…a brand
Beloved by chefs blah blah blah.
Misery loves company in that we were both fed a line of nonsense.
Glad to see your post.
Thank you.
Mommy Gearest says
Jessie – I FEEL YOUR PAIN! Sorry you were swindled too. I replaced them with a great set of stainless steel pans from Le Creuset and some non-stick ones from Paderno. All have performed beautifully!
Jessie says
Just googled Swiss diamond warranty this am as we are throwing away what was to be an indistructable skillet…a brand
Beloved by chefs blah blah blah.
Misery loves company in that we were both fed a line of nonsense.
Glad to see your post.
Thank you.
Mommy Gearest says
Jessie – I FEEL YOUR PAIN! Sorry you were swindled too. I replaced them with a great set of stainless steel pans from Le Creuset and some non-stick ones from Paderno. All have performed beautifully!
Strul Ko says
Let me understand: you have used the cookware since 2007 – 2013, contacted the manufacturer, promised them a great review on your blog if they replace the products that you have been using for 6 years, they have concluded that the products don’t have a manufacturing defect, you blemish their name on your blog without showing any proof of the manufacturing defects, as a childish revenge, and you expect that they will not react??? they will probably sue you for damages, and your new home will become theirs, and maybe “William Ashley”, will give your family the backroom to stay. Your entire blog becomes ridiculous when you try to “squeeze” companies for freebies by writing “great” reviews about them, or threatening them for a “bad” one if not, not only that you have lost your reputation as a blogger, but you will loose serious money as well.
Mommy Gearest says
I’d love to walk you through a fact-based response. But first, let me remind you that since this site’s content appears in the USA, you are bound by FTC regulations to disclose how you are affiliated with the Swiss Diamond brand or company. Because, let’s be honest, you’re not just a Swiss Diamond fan boy looking to defend the company, right? So – first thing’s first – I’ll be honest with you and you be honest with me…and those reading this conversation.
Now that we have that out of the way, I’d like to provide the FACTS one by one:
1. “You have used the cookware since 2007 – 2013” — TRUE. We used all of the pieces we got as wedding gifts weekly for about six years. Approximately four or five years in, we started noticing the cracking and peeling and by year six, we contacted William Ashley (where it was purchased) to take advantage of the so-called lifetime warranty that was sold alongside the cookware.
2. [You] “contacted the manufacturer, promised them a great review on your blog if they replace the products that you have been using for 6 years” — FALSE. William Ashley put us in touch with the manufacturer because they no longer sold Swiss Diamond products. With a lifetime warranty under my belt (or so I thought), I liaised with the PR manager in hopes of writing a good-news story of a brand making good on its promises. I do not ever *promise* “great reviews” on my site, but in this case I was expecting that once the brand saw the horrifying condition of my cookware and replaced it, it would be warranted. I may have indeed said something like “once we solve this warranty issue, I’d love to write a glowing review about my customer service experience.” I love nothing more than sharing positive customer service experiences. Just as I love nothing more than exposing brands who fall short of their promises.
3. [Swiss Diamond has] “concluded that the products don’t have a manufacturing defect” — TRUE. They very conveniently said that my specific cookware was not defective and that it was normal wear and tear. It was not, which I could prove (and pointed out as such throughout our liaison) because I had one piece that was in perfect, like-new condition but had been used just as frequently as the other defective pieces. This is when it became clear that Swiss Diamond was not going to stand behind its so-called lifetime warranty.
4. “You blemish their name on your blog without showing any proof of the manufacturing defects, as a childish revenge” — FALSE. I simply provided details about my personal experience with Swiss Diamond. It is true and accurate and the liaison provided in the post is taken verbatim from my emails with the company. I should, however, dig out the photos I provided to Swiss Diamond to show the awful condition my very expensive cookware was in after such short-term use. You are welcome to call it “childish revenge,” but let’s call it what it really is: an honest customer review. And that’s what I do on this site — provide my honest opinions. Swiss Diamond wasn’t the first brand to have poor showing on my site and it won’t be the last. Had they provided a reasonable outcome, honouring their warranty properly, I would have shared my experience with the defective cookware alongside how the company rectified the situation, and then followed it up a few years later once I knew how the replacements performed.
5. “And you expect that they will not react???” — HUH??? — I would have loved to continue the conversation. Swiss Diamond would not continue it. I would welcome furthering the discussion today, in fact.
6. “They will probably sue you for damages, and your new home will become theirs, and maybe ‘William Ashley’, will give your family the backroom to stay” — FALSE, since honest customer reviews are not slanderous. Though I am always open to correcting misinformation and have done so in the past when I’ve inadvertently provided inaccurate information. It happens, because I am an actual human. Though, in this case, my personal experience stands. Someone else’s may be entirely different, and that’s OK too. That’s the beauty of free speech. And I’m fairly certain that my little blog barely made it onto their radar. Besides, mine is not the only negative review out there about Swiss Diamond. You might consider berating the following sites as well…and this is only what I found on the first page of a Google search…
bit.ly/2dOzQ0T
amzn.to/2eppypZ
bit.ly/2dJPD4y
7. “Your entire blog becomes ridiculous when you try to ‘squeeze’ companies for freebies by writing ‘great’ reviews about them, or threatening them for a ‘bad’ one if not, not [sic] only that you have lost your reputation as a blogger, but you will loose [sic] serious money as well.” — This may be true for you, but it’s certainly FALSE to me and the many loyal readers I have who know very well that what they get when they visit my site is simple: an honest opinion. Plus, I don’t make money writing reviews as I’m fundamentally opposed to the practise. So I’m note sure how I could lose (not “loose”) money here. I mean, other than all the money we lost choosing Swiss Diamond cookware as part of our wedding gift money. My reputation is built on providing reviews that reveal the good AND the bad. Some reviews are mostly good, some are mostly bad and there are many more that fall in between. It’s all driven by my personal experiences. And I never misrepresent those.
Strul Ko says
You are right, I am not a “fan boy” but a “fanatic man”, enthusiastic about the brand and its unparalleled technology, just got my 27th piece of Swiss Diamond, and all other 26 pieces have been functional on a weekly basis for the past 12 years!
I bet that the pieces that you have used have been overheated (left on the heated stove without food in them), or that you didn’t clean them properly and burnet food got into the coating.
There is NO WAY that 4 out of 5 pieces in a set were a manufacturing defect, statistically it is impossible, and I bet again that the 5th piece is a pot that its used with boiled water and therefore didn’t get overheated and the cleaning didn’t involve much as it was only boiled water.
I hate that people with internet access feel that with their right of “freedom of speech” abuse this power to blemish other people or honest companies, it is just not right.
You might have not been yet on the radar of Swiss Diamond company, but I will send them a link to your blog and make sure that they handle it through their legal counselor.
The fact that you have promised a “positive” review if they change the cookware you have destroyed and hinted that the review will be “negative” if not, didn’t just destroyed your credibility as a blogger, but will also cost you financially for this modern style of “blackmail”.
You live in the “free world” and can write online whatever you want, but you will also face the consequences of that.
Good luck.
Mommy Gearest says
Why on earth would anyone need 27 fully functional pieces of cookware? If you take a look at all of the Amazon reviews to which I linked in my previous reply, you will note that I am certainly far from the one and only customer on the planet to have had issues with this cookware. Please feel free to continue trolling the internet threatening people with opinions. And enjoy your day back in your office at Swiss Diamond.
Strul Ko says
When you have a primary house and a vacation house, you host lots of friends and family and you actually enjoy good food and fine cooking, you need all the best tools you can get. But that is something that you will not understand. I don’t work for Swiss Diamond, am a happily retired businessman. Your opinion without evidences and with a “blackmail” note to the company, is not more than shameful and ridiculous.
Mommy Gearest says
What a way to spend your retirement…being an internet troll. I’m sure all your “friends and family” would be proud.
Signed,
#ShamefulAndRidiculous
Strul Ko says
Let me understand: you have used the cookware since 2007 – 2013, contacted the manufacturer, promised them a great review on your blog if they replace the products that you have been using for 6 years, they have concluded that the products don’t have a manufacturing defect, you blemish their name on your blog without showing any proof of the manufacturing defects, as a childish revenge, and you expect that they will not react??? they will probably sue you for damages, and your new home will become theirs, and maybe “William Ashley”, will give your family the backroom to stay. Your entire blog becomes ridiculous when you try to “squeeze” companies for freebies by writing “great” reviews about them, or threatening them for a “bad” one if not, not only that you have lost your reputation as a blogger, but you will loose serious money as well.
Mommy Gearest says
I’d love to walk you through a fact-based response. But first, let me remind you that since this site’s content appears in the USA, you are bound by FTC regulations to disclose how you are affiliated with the Swiss Diamond brand or company. Because, let’s be honest, you’re not just a Swiss Diamond fan boy looking to defend the company, right? So – first thing’s first – I’ll be honest with you and you be honest with me…and those reading this conversation.
Now that we have that out of the way, I’d like to provide the FACTS one by one:
1. “You have used the cookware since 2007 – 2013” — TRUE. We used all of the pieces we got as wedding gifts weekly for about six years. Approximately four or five years in, we started noticing the cracking and peeling and by year six, we contacted William Ashley (where it was purchased) to take advantage of the so-called lifetime warranty that was sold alongside the cookware.
2. [You] “contacted the manufacturer, promised them a great review on your blog if they replace the products that you have been using for 6 years” — FALSE. William Ashley put us in touch with the manufacturer because they no longer sold Swiss Diamond products. With a lifetime warranty under my belt (or so I thought), I liaised with the PR manager in hopes of writing a good-news story of a brand making good on its promises. I do not ever *promise* “great reviews” on my site, but in this case I was expecting that once the brand saw the horrifying condition of my cookware and replaced it, it would be warranted. I may have indeed said something like “once we solve this warranty issue, I’d love to write a glowing review about my customer service experience.” I love nothing more than sharing positive customer service experiences. Just as I love nothing more than exposing brands who fall short of their promises.
3. [Swiss Diamond has] “concluded that the products don’t have a manufacturing defect” — TRUE. They very conveniently said that my specific cookware was not defective and that it was normal wear and tear. It was not, which I could prove (and pointed out as such throughout our liaison) because I had one piece that was in perfect, like-new condition but had been used just as frequently as the other defective pieces. This is when it became clear that Swiss Diamond was not going to stand behind its so-called lifetime warranty.
4. “You blemish their name on your blog without showing any proof of the manufacturing defects, as a childish revenge” — FALSE. I simply provided details about my personal experience with Swiss Diamond. It is true and accurate and the liaison provided in the post is taken verbatim from my emails with the company. I should, however, dig out the photos I provided to Swiss Diamond to show the awful condition my very expensive cookware was in after such short-term use. You are welcome to call it “childish revenge,” but let’s call it what it really is: an honest customer review. And that’s what I do on this site — provide my honest opinions. Swiss Diamond wasn’t the first brand to have poor showing on my site and it won’t be the last. Had they provided a reasonable outcome, honouring their warranty properly, I would have shared my experience with the defective cookware alongside how the company rectified the situation, and then followed it up a few years later once I knew how the replacements performed.
5. “And you expect that they will not react???” — HUH??? — I would have loved to continue the conversation. Swiss Diamond would not continue it. I would welcome furthering the discussion today, in fact.
6. “They will probably sue you for damages, and your new home will become theirs, and maybe ‘William Ashley’, will give your family the backroom to stay” — FALSE, since honest customer reviews are not slanderous. Though I am always open to correcting misinformation and have done so in the past when I’ve inadvertently provided inaccurate information. It happens, because I am an actual human. Though, in this case, my personal experience stands. Someone else’s may be entirely different, and that’s OK too. That’s the beauty of free speech. And I’m fairly certain that my little blog barely made it onto their radar. Besides, mine is not the only negative review out there about Swiss Diamond. You might consider berating the following sites as well…and this is only what I found on the first page of a Google search…
bit.ly/2dOzQ0T
amzn.to/2eppypZ
bit.ly/2dJPD4y
7. “Your entire blog becomes ridiculous when you try to ‘squeeze’ companies for freebies by writing ‘great’ reviews about them, or threatening them for a ‘bad’ one if not, not [sic] only that you have lost your reputation as a blogger, but you will loose [sic] serious money as well.” — This may be true for you, but it’s certainly FALSE to me and the many loyal readers I have who know very well that what they get when they visit my site is simple: an honest opinion. Plus, I don’t make money writing reviews as I’m fundamentally opposed to the practise. So I’m note sure how I could lose (not “loose”) money here. I mean, other than all the money we lost choosing Swiss Diamond cookware as part of our wedding gift money. My reputation is built on providing reviews that reveal the good AND the bad. Some reviews are mostly good, some are mostly bad and there are many more that fall in between. It’s all driven by my personal experiences. And I never misrepresent those.
Strul Ko says
You are right, I am not a “fan boy” but a “fanatic man”, enthusiastic about the brand and its unparalleled technology, just got my 27th piece of Swiss Diamond, and all other 26 pieces have been functional on a weekly basis for the past 12 years!
I bet that the pieces that you have used have been overheated (left on the heated stove without food in them), or that you didn’t clean them properly and burnet food got into the coating.
There is NO WAY that 4 out of 5 pieces in a set were a manufacturing defect, statistically it is impossible, and I bet again that the 5th piece is a pot that its used with boiled water and therefore didn’t get overheated and the cleaning didn’t involve much as it was only boiled water.
I hate that people with internet access feel that with their right of “freedom of speech” abuse this power to blemish other people or honest companies, it is just not right.
You might have not been yet on the radar of Swiss Diamond company, but I will send them a link to your blog and make sure that they handle it through their legal counselor.
The fact that you have promised a “positive” review if they change the cookware you have destroyed and hinted that the review will be “negative” if not, didn’t just destroyed your credibility as a blogger, but will also cost you financially for this modern style of “blackmail”.
You live in the “free world” and can write online whatever you want, but you will also face the consequences of that.
Good luck.
Mommy Gearest says
Why on earth would anyone need 27 fully functional pieces of cookware? If you take a look at all of the Amazon reviews to which I linked in my previous reply, you will note that I am certainly far from the one and only customer on the planet to have had issues with this cookware. Please feel free to continue trolling the internet threatening people with opinions. And enjoy your day back in your office at Swiss Diamond.
Strul Ko says
When you have a primary house and a vacation house, you host lots of friends and family and you actually enjoy good food and fine cooking, you need all the best tools you can get. But that is something that you will not understand. I don’t work for Swiss Diamond, am a happily retired businessman. Your opinion without evidences and with a “blackmail” note to the company, is not more than shameful and ridiculous.
Mommy Gearest says
What a way to spend your retirement…being an internet troll. I’m sure all your “friends and family” would be proud.
Signed,
#ShamefulAndRidiculous