CADAC Customer Service - Beggars Belief!

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Polyphon

Joined
Mar 7, 2018
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I have been a huge fan of CADAC and over the years have had several. I have not hesitated to replace old ones with their newest incarnation. However.........at the end of last year I purchased a new Paella Pan but because of the lock down, it had very little use.

When the restrictions were lifted, we were able to use our van and I started to use the pan (not excessively) but I noticed that the non stick coating has started to deteriorate (I have not used metal utensils, only silicone). So I contacted CADAC's Customer Service Department but their response was curt and it basically said, not our fault, so tough!

That prompted me to reply and ask (nicely) if they could look again at my issue and this is their reply.

"We appreciate you may not agree with our decision, we have taken another look at your images and there is no evidence of a defect so we are very sorry but we are unable to offer a replacement under warranty. If a manufacturing fault or defect was present on the ceramic coating we would expect this to present itself within the first use. We work in line with the Consumer Rights Act 2015, and should you not agree with the final decision provided by Cadac UK we are happy for you to contact Trading Standards 03454 04 05 06 to seek further advice."

I would have expected a more customer friendly reply!

Has anyone else experienced problems with a CADAC Paella Pan or their Customer Service Department?

Steve
 
My Paella and Chef pan have suffered similar fates, albeit after more prolonged use.
We always use gentle utensils and take care when washing.
Fellow campers have suggested a few potential causes.
Too high heat, marinades causing damage, occasionally putting in the dishwasher.
I've even had it suggested than sausages with Bramley Apple are the culprit :giggle:
Apparently spray oils are a no-no, we've never used them, so I can't blame that.

We now use a bog standard Paella pan (same as you'd buy in a Spanish Supermarket).
It goes on the Cadac, on the hob, in the oven and in the dishwasher and it just works...

I've never contacted Cadac but their response does seem very harsh.
I think their non-stick is probably rubbish, they get many complaints and you've had the time-tested response. There's no way they will replace due to all the possible causes and I suspect they earn a great deal from selling overpriced replacement parts!

As loathed as I am to recommend, if you bought from Amazon they would exchange without question for at least the first twelve months.

I'm guessing you can't return to your supplier??
 
I absolutely would contact Trading standards, or at the very least contacting Cadac again with the following information. I worked in retail for a number of years as a sales manager, and whilst at that time I worked under the previous Sale Of Goods Act, the general gist of the two documents is the same.
Here is what I would suggest talking about if you choose to contact them again.

The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods—

(a)fitness for all the purposes for which goods of that kind are usually supplied;

(b)appearance and finish;

(c)freedom from minor defects;

(d)safety;

(e)durability.

This is taken directly from the Consumer Rights Act, Chapter 2 Section 3. I would argue that in your situation, your product certainly has not lived up to any reasonable claims of an appropriate level of durability and therefore Cadac are falling foul of the above.
 
As the owner of a brand new Cadac, my observation is that the thing just gets too hot for non-stick.
 
i had a problem with cadac customer services a year or so ago, re a defective gas valve on a safari chef 2. they suggested the problem happened because i had transported it around ...... i did point out that was their main selling point at all caravan accessory shops and shows ......

eventually i got a free replacement after asking for the name of the person i should use for submitting a claim in the small claims court whether it be the MD or their legal representatives.

the strange thing to me was that the part retailed at around £14 (so a lot less to them !) and it must have cost them more than that in dealing with the issue.

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kaasbroodje said:
My Paella and Chef pan have suffered similar fates, albeit after more prolonged use.
We always use gentle utensils and take care when washing.
Fellow campers have suggested a few potential causes.
Too high heat, marinades causing damage, occasionally putting in the dishwasher.
I've even had it suggested than sausages with Bramley Apple are the culprit :giggle:
Apparently spray oils are a no-no, we've never used them, so I can't blame that.

We now use a bog standard Paella pan (same as you'd buy in a Spanish Supermarket).
It goes on the Cadac, on the hob, in the oven and in the dishwasher and it just works...

I've never contacted Cadac but their response does seem very harsh.
I think their non-stick is probably rubbish, they get many complaints and you've had the time-tested response. There's no way they will replace due to all the possible causes and I suspect they earn a great deal from selling overpriced replacement parts!

As loathed as I am to recommend, if you bought from Amazon they would exchange without question for at least the first twelve months.

I'm guessing you can't return to your supplier??
Click to expand...
Interesting that you have experienced the same issue. The sad thing is that I purchased it directly from CADAC!
 
RubyOptics said:
I absolutely would contact Trading standards, or at the very least contacting Cadac again with the following information. I worked in retail for a number of years as a sales manager, and whilst at that time I worked under the previous Sale Of Goods Act, the general gist of the two documents is the same.
Here is what I would suggest talking about if you choose to contact them again.

The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods—

(a)fitness for all the purposes for which goods of that kind are usually supplied;

(b)appearance and finish;

(c)freedom from minor defects;

(d)safety;

(e)durability.

This is taken directly from the Consumer Rights Act, Chapter 2 Section 3. I would argue that in your situation, your product certainly has not lived up to any reasonable claims of an appropriate level of durability and therefore Cadac are falling foul of the above.
Click to expand...

Thank you.
 
Bought one years ago, thought it was poor quality and the non stick was awful!

Wouldn‘t use a free replacement regardless as I think they are awful things so didn’t bother contacting them, just as well it seems....
 
Interesting as we bought the Cadac paella pan years ago now, along with the ‘grillogas’ bbq (I think), but ours is holding up well so far. :unsure:
 
I think my paella pan was only a few euros at one of the chinese shops in spain. It works really well. Friends grill and palin plate are a mare to clean and have lost any non stick they had, so far leaving to cool and soaking in warm soapy.detergent water overnight has worked very well.

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Return it to wherever you purchased it from, they will have a direct point of contact for warranty claims and likely to have a more positive result. They might even just replace it there and then.

Ah, just spotted you purchased direct. I would ask for contact details of the warranty claims department and also the address where you should send legal documentation to. This will probably change their decision.
 
RowleyBirkinQC said:
Interesting as we bought the Cadac paella pan years ago now, along with the ‘grillogas’ bbq (I think), but ours is holding up well so far. :unsure:
Click to expand...
Our old one lasted for ages. That's why I complained to customer services about this one.
 
M-J said:
Return it to wherever you purchased it from, they will have a direct point of contact for warranty claims and likely to have a more positive result. They might even just replace it there and then.

Ah, just spotted you purchased direct. I would ask for contact details of the warranty claims department and also the address where you should send legal documentation to. This will probably change their decision.
Click to expand...
I think I will.
 
Our large cadac has been great but our safari chef dreadful in relation to the ‘non stick’ coating. Every thing just sticks to it!

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All my cadac none stick tops are rubbish, the none stick is the worst i have ever used utter rubbish
Im looking into what to replace it with.
Just a garbage product
 
I have bought a number of Cadac products over the years and have been very pleased with them. I then purchased a Cadac 2cook 2pro unit and the non-stick coating on both the smooth and ribbed cooking plates began to detach revealing the aluminium underneath. I contacted Cadac and they asked me for proof of purchase and photographs of the cooking plates. I duly complied with their request and was very disappointed with their response. Their reply was exactly the same wording as in Polyphon's original post. I responded by informing them of my decision to pursue the matter through the Small Claims Court. Two new cooking plates arrived in the post very shortly afterwards. Albeit very disappointing from what I thought was a reputable company. Their Customer Service need to have a rethink.
 
We’ve been happy with Cadac and recently bought a Chef 2 with Paella pan. Certainly get stuff sticking, but it seems to clean up well. However this sounds like a known issue and shoddy customer service.
 
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What did we do before non stick coatings?
We seasoned the pan and then wiped clean with tissue/cloth.
I had a pressed steel pan my grandmother got for a wedding gift..... It wasn't non stick but nothing stuck to it.
We have non stick frying pans now that the oil sticks to.

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I stear clear of non-stick as it cannot take the heat needed for some cooking operations.
Give me a good heavy steel or cast iron pan any day.
 
We have had our Cadac for years..
Mind you, after one use it got consigned to the 'do not bother to take with us' pile.
But to be fair, Darrell uses his all the time and it is fairing very well indeed
 
pappajohn said:
What did we do before non stick coatings?
We seasoned the pan and then wiped clean with tissue/cloth.
I had a pressed steel pan my grandmother got for a wedding gift..... It wasn't non stick but nothing stuck to it.
We have non stick frying pans now that the oil sticks to.
Click to expand...
When we finally bought our own hours a few years back, my concessions on the sofa, bedspreads, any number of rugs, more throw pillows than one family can possibly need and more earnt me the right to a really nice set of pans. No non-stick nonsense and not had a single problem with them. The non-stick frying pan that came with it....yep, you guessed it, has issues with de-lamination and signs of wear.
 

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