Remember our drama from a few months ago when our beloved Tramontina dutch oven developed a chip in its enamel? At the time, we couldn't find any information on whether Tramontina had a warranty to cover this type of damage. We finally picked up the phone and gave them a call...
The customer service representative was very friendly and said that Tramontina did, indeed, have a warranty to cover some types of damage to their dutch ovens. She said chips to the outside of the pot and lid were considered normal wear and weren't covered under the warranty since they don't affect the functioning of the pot. She suggested rubbing the spots regularly with oil, just as you would for a cast-iron pot.
When I explained that my chip was actually on the inside surface, she immediately said that this was covered under the warranty and that Tramontina would replace the dutch oven for free. All I had to do was pay to ship the dutch oven back to them (about $20, less than half the cost of a new dutch oven).
I was hesitant about living without one of my most-used pots for an un-determined amount of time, but went ahead and put it in the mail. Much to my surprise, a brand new dutch oven arrived on my doorstep less than two weeks later! Considering that shipping both ways must have taken several days, I consider this an excellent turn-around time.
Overall, I thought the Tramontina customer service was friendly, courteous, and very fast. This was definitely a lesson that sometimes it pays to just pick up the phone!
Have you ever worked with Tramontina's customer service? What was your experience?