I purchased the Farberware 3 Liter Digital Oil-Less Fryer earlier this year. It cooked perfectly and I was extremely happy with it until screws started appearing in my French fries on 3 separate occasions.
My grandchild found the first screw hidden in French fries on her plate and at first I thought it came from the frozen fries. I emptied the entire bag in to a freezer bag and found no screws. I checked the air fryer and didn't see a place the screw came from.
The next time, I found a screw in my fries but the screw was different than the one my grandchild had found. I checked the air fryer, again, and still didnt see a place the screw could have came from.
The third time, I found a screw in my fries, it was the same type as the second time. I searched the air fryer again and noticed that bottom half of the basket that catches the oil when frying was loose. I checked closer and discovered there where 3 empty screw holes inside the basket.
I called the Walmart number listed on the bottom of the air fryer and was told that I could not return the product to the store because it was past 90 days. They told me since I had purchased the product protection plan a claim would have to be filed with Asurion.
When I spoke with someone from Asurion, they said I coul not file a claim because the product was defective and I would have to return it to the store. I told the gentleman that Walmart said I couldn't return it to the store past 90 days. He said that was not true. Farberware was a Walmart product and their warranty covered the defective product that was less than a year old. He said I would have to get a letter from Farberware stating why they refused my request for replacement and then to contact Asurion again. He connected me to Farberware.
I spoke with a lady from Farberware. She listened to my complaint about the air fryer and asked for the UPC. She said it would be on the box or booklet that came with the air fryer. I told her I didn't have the box or booklet and she said it was on the bottom of the air fryer. I told her it wasn't and she insisted it was. I started to read all of the information off the label and she made some sort of comment that that was not necessary if I didn't see the UPC. Huh? She then went on to accuse me of trying to talk over her and not listening to what she said. How rude.
She told me I would have to take the air fryer back to the store and Walmart would replace it. I told her that Walmart said it could not be returned after 90 days and she said something about me needing to stop talking and listening to her again. She said Farberware's warranty was 2 years and that I could take it back without the box, papers, etc. She said to ask for a salaried manager if they told me I couldn't return it. She gave me a claim number and told me to have the store call them if there was a problem. After feeling,
like I was being given the runaround, this Farberware care representative resolved my complaint. My local Walmart accepted my return after speaking with a salaried manager. I only wish that the lady that resolved my problem was not so brash and rude when speaking to me. I know she probably deals with a lot of customer complaints and I respect that, but instead of insulting customers out loud, listen and keep your negative comments to yourself.