Antwort des Geschäftsinhabers
Dear Michael,
First and foremost, we would like to apologize for the delay in our response. Due to an issue with our review system Kiyoh, we were not informed of your review. We are sorry to hear about the issues with the air fryer lid not sealing properly.
If there is a defect with the product, you certainly have the right to return it to us free of charge, after a brief investigation to ensure that it is not a user error. It is important for us to document such matters in writing, so that we can keep accurate records and take appropriate action.
However, we cannot find any prior communication from you regarding this issue. We normally do not register a warranty claim based on a phone conversation alone; we require written correspondence for administrative purposes. Additionally, the order you are referencing is for a standalone air fryer, not the multicooker ("pot") you seem to be describing. The pot you seem to be describing was ordered just over a year earlier (in May 2022), and any problems may be due to extensive usage. Unfortunately, apart from this negative review, we have not heard any further from you and thus have not had the chance to resolve the issue for you.
We regret that you are experiencing this problem and would like to assist you in resolving it. If you still have the defective product, please get in touch with us so we can work towards a solution together.
This case is exceptional and we take such matters very seriously. Our many positive reviews and high average score show that we always do our best to resolve any issues as quickly as possible. We are sorry that in this instance we did not have the opportunity to solve the issue for you.
We look forward to hearing from you so that we can provide further assistance.
But please bear in mind, that after over 1 year of usage, the transport is not free anymore and you have to send it in yourself as a repair case. Of course, we will reimburse the transportation costs if we determine that this is indeed a warranty / product issue.
Kind regards,
The InstantPot.nl Team
