• Report: #979496

Complaint Review: Nuwave

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  • Submitted: Sat, December 08, 2012
  • Updated: Wed, December 12, 2012

  • Reported By: Logikal1 — Ohio USA
Nuwave
1755 N. Butterfield Springfield, IL 60048 Nationwide United States of America

Nuwave Hearthware, Inc. NuWave cooktop NOT as represented.2 units broken on arrival. Exhorbitant S&H TV infomercials, Nationwide

*Consumer Comment: Follow instructions!

*UPDATE Employee: Customer Service Assistance

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The Nu-tWave Precision Cooktop will save you 70% off your energy use cooking. Sure it will. BOTH units won't take hardly any energy since all you'll use is the power to turn on the fans, get an LED light & an error code that tells you your unit doesn't work then a fan that takes a full minute to shut off even if no heat has been used.  BOTH units ( I got the BOGO offer) failed to work out of the box.  I followed the instructions: I read the entire operating instructions before turning on the unit. Surprise #1:  Remember them putting their hands on the surface in the commercial?  Not so fast. There's a BIG BLACK BOX WARNING right off the bat that reads CAUTION!!!  Do NOT touch the surface of the cooking area during operation. The surface can become VERY HOT and may cause burns. Cooktop may retain residual heat after cookware has been removed.  So much for the thought of it being safer to cook with a toddler or a cat around. Great.  OK, having read the instructions & warnings I put a small pot of water on to see how long it'd take to heat up water to cook noodles.  I got an error code: E1.  According to the manual that meant the cooking surface wasn't level. Um  my counter-top is quite nice & flat so that couldn't be the problem.  Ok, let's see if there's anything on the CD to help.

I watched the CD (I had to figure out which of the dozen videos on the CD were actually instructions vs. ads - they don't label them. I figured out it should be one of the larger files, & after a wrong one (a repeat of the infomercial) I got some 'Executive Chef' from the parent company telling me what to do with my little hotplate. She explained the E1 code also meant the pan wasn't metallic enough to use. Again, odd. My pots are solid double-layer stainless with a 1/4" thick solid plate of aluminum bonded to the base. 100% metal.  I tried several to no avail, even tried one of those 'ever-green' fry-pans (I bought mine at a local store for 16.99 - 30 bucks less than the infomercial would cost me for S&H). Nope. Despite all efforts to alter what could be causing the error code it was clear this unit was broken.

I took the 2nd unit out & plugged it in.  It failed to work as well.  E1 error code. BOTH units broken on arrival.  Customer service hours are very limited - M-F 7:30 - 4:30 CST. I you call towards the end of the day & are waiting in queue, good luck. My call disconnected @4:30 Friday pm after I'd waited patiently 25 min. Now I have to wait til Monday to get a customer service agent & an RMA code to return the units.  I intend to challenge any/all fees on these units. I  am NOT going to pay them a dime for anything - broken units, lied about the no-heat factor, etc. 

As far as all those extras - like the griddles & pots 'n pans shown as if they come with the unit I quickly found out they were NOT included with the original 99.00 fee. NOTHING shown is included - unless you fork out a fortune more in S&H than the items are worth, (the steamer pots,etc. are easily available at any store for ~ 20 bucks).  Their 'heavy duty' griddle was just at Aldis for 9.99. The frying pans are also available pretty much everywhere for 19.95 or less.  A further caution:  It seems there are so many complaints against this company several states attorneys-general have gone after them due the high number of victims.

I made the classic mistake of buying right after the infomercial & not doing my homework about customer complaints before calling. My advice?

AVOID THIS COMPANY AT ALL COSTS!
                                                       

This report was posted on Ripoff Report on 12/08/2012 10:10 AM and is a permanent record located here: http://www.ripoffreport.com/r/Nuwave/nationwide/Nuwave-Hearthware-Inc-NuWave-cooktop-NOT-as-represented2-units-broken-on-arrival-Exhor-979496. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Follow instructions!

AUTHOR: Ken - (USA)

It's obvious you've had problems but didn't really follow the instructions properly. 

First:  The E1 error comes up primarily if you do not use induction cookware.  This cookware is a bit more expensive and is generally marked induction on the bottom.  Nowhere do you indicate the cheap alternatives you mentioned were induction products. 

Secondly  When working, the NuWave heats using an electromagnet.  If the cookware you have tried to use is heavy copper based aluminum it will not magnetize.  Therefore, it will not work on an induction cooking surface.  Also if you're using cheap stainless or aluminum cookware it will not work since the stainless and aluminum itself are not magnetic.  Cast iron cookware would probably work fine but could possibly scratch the cooktop if not coated in ceramic.

Third: ANY surface that is used for heating will hold residual heat.  In the NuWave demonstration they show a pan with a cutout and people touching the cooktop surface while water is boiling or an egg frying.  The residual heat from the pan is not heating the untouched area so it does not get hot.  Remove the pan and that part of the surface is hot.  If you leave your electric burner of the stove on you'll get burned.  This cooktop does not heat while it's on until you place the proper induction cookware on it's surface.

Fourth:  You made the choice to purchase this item with shipping and take advantage of the deals they had based on what you saw on television.  When you heard the price for shipping you could have simply said "No thank you".  For $99.99 plus tax an individual NuWave unit is available at a major retailer.  That's double the price without shipping but then you'd have nothing to complain about.

I don't work for the company and have taken the same deal you did on television. This is my second NuWave item.  I also own their countertop oven, which works great.  The cooktop is new to me and it took all of about 3 minutes to learn how to use it without reading the instructions.  It's apparent that even with instructions some people still have problems with operation.  Maybe NuWave needs to have a hotline just for those people.

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#2 UPDATE Employee

Customer Service Assistance

AUTHOR: Hearthware Jeremy - (United States of America)

Hello, my name is Jeremy. I am the Social Media Coordinator for Hearthware, the makers of the NuWave PIC. Im terribly sorry to hear that you are disappointed in your cooktops. I will be more than happy to help you resolve any questions or concerns you may have. If you send an email with your order information to facebook@hearthware.com, I can ensure that your inquiry reaches a customer service representative, who will be able to answer any questions and, if need be, provide a return authorization number.
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