I was an early adopter (Dec 2020), now on my third oven after the first two failed within warranty. A few months ago my control handle failed due to the seemingly common issue of the wires going underneath the door breaking, and was offered a 40% discount on a replacement. I wasn’t sure I wanted to pull the trigger then and there, because I could still use the oven with the app, and was told “We suggest that you reach out to us again when you are ready to purchase a new APO, so we can generate a code for you. If you provide the coupon now, it may expire before you’re ready to use it. Rest assured, the 40% coupon will still be valid when you are prepared to make your purchase.”
I contacted them a couple of months ago, to then be told that the offer is no longer applicable. This is frustrating to say the least. I’m not asking for a freebie, I’m not asking for 40% off on the 2.0, I’m just asking them to honor their previous offer, which was given unconditionally. I know the 1.0 is no longer on the website, but I have to assume they still have a sizable inventory for warranty replacements. I’ve hit a dead end with customer support, sent a message on their Facebook page two weeks ago, which remains unread.
USE THE ORANGE CHAT BOX ON THIS FORUM. (bottom right of page)???
Take it from there, and link to this thread.
Then email the individuals up top via the who are we page.
first name @anova etc I seem to recall, all in these archives.
Thing is the CS is overseas and not very good whatsoever, so start with the guy in charge of CS who doesn’t look malaysian /philipino.
If you ask anything vaguely technical, they crap the bed, this is years down the line with a very small product portfolio, so expect the worst, honouring the discount is beyond their remit, so they need to send it higher, this you need to copy in the guys up top.
This is really bad. About the 1.0, if they are being honest, they are running out of inventory. I have been waiting for my replacement since early December and I am still waiting. Earlier replacement may come in February but who knows. They refused to confirm. Maybe this is the reason that they have rescinded the earlier offer to you. Don’t expect much from Anova. They will use the most apologetic words in their replies but deep in the core, they don’t care about their customers, not one bit no matter how unreasonable the situation is.
Well, this is concerning. After roughly 5 years in the market they have to know the failure rate of the 1.0, so I would think they would keep enough in inventory to handle warranty replacements for the people who bought in the two years prior to the 2.0’s release.
Indeed. One more thing, while you are waiting for the replacement, which can easily take months now, Anova will not adjust the warranty period to cover for the prolonged waiting time. So in my case, it will be at least a 3-month waiting, out of a 24-month warranty.