WARNING - Dont buy Rowenta!!!

Im trying not to sound as if I have anything personal against Rowenta. But after spending $100 for a top of the line "iron", I needed to share my experience. Like most others I was drawn by the name and I figured an iron costing so much must be well worth it. Much to my surprise I was very wrong about the iron and the company itself.

I purchased a Rowenta DE871 professional iron for my wife as a present for mothers day. After ironing two shirts, she noticed the iron was clicking and suddenly water was puddling up on her clothes. The light remained on but the iron was shutting itself off. When it worked, the iron had good steam and ironed well. But, our $25 dollar Black & Decker iron did the exact same thing. Nothing special and it shouldn't warrant an additional $75 dollars.

Maybe I paid for better customer service from Rowenta - again I was wrong. They wouldn't even warranty the iron since it wasnt purcahsed from an authorized retailer. Right when you open the box, a nice warning not to return the iron to the store but back to a service center (hinit, hint, hint). All in all, I will try to return this iron but I felt I should warn others of my experience. These irons are not worth the money IMHO and the service is horrible. I even told them of others having the same problem (http://www.sewnews.com/bboard/topics/messages/1232.htm
) and they basically pointed out there isolated cases.

Bottomline: Customer satisfaction is not there priority, if your fortunate you end up enjoying an over priced iron. If you need service, your on your own. In my opinion this is a slap on the face for a $100 iron...

I left a copy of my chat session with a rep from Rowenta below detailing my experience.

Please wait for a site operator to respond.
You are now chatting with 'Biron'
Biron: Hi
you: Hi
Biron: How may I help you?
you: Im very disappointed with my DE871 iron
Biron: Hello.
Biron: I'm sorry to hear that.
Biron: What seems to be the problem with your iron?
you: It turns off after 5 minutes and leaks puddles of water
Biron: Is the iron turning off while you are using it?
you: The light stays on but yes the iron is turing itself off
you: and then it leaks water all over the clothes
Biron: It does seem that there is a problem with the iron and, in order to correct it the iron would have to be sent in to a repair center.
Biron: How long ago was the iron purchased?
you: week ago
Biron: If the iron was purchased only a week ago, you may want to contact the retailer regarding their return/exchange policies.
you: It seems to be a common problem, I found several people who had the same problem http://www.sewnews.com/bboard/topics/messages/1232.htm
Biron: Please be assured that there have not been any ongoing issues with any of our model irons.
you: Can this be fixed and how long will it take the service center to fix it?
Biron: However, as with any manufactured product, things can sometimes happen.
Biron: In addition, for some consumers leaking may be a matter of the iron not being used according to instruction.
Biron: The average turn around time for service is approximately two weeks.
Biron: But again, if the iron is only a week ago you may want to see if it can be exchanged.
you: is the DE871 still current or is it an older model?
Biron: The DE871 iron was discontinued as of December 2000 production.
you: Is there a replacement?
you: new model?
Biron: The iron was replaced with our new Professional Luxe iron, model DM880.
you: is it as heavy as the DE871
Biron: It is actually 2 oz. heavier.
Biron: The DE871 weighs 3 lbs. 11 oz. and the DM880 weighs 3 lbs. 13 oz.
you: Where do I send the Iron in for service - Im in NY
Biron: The iron should be sent to the following address:
Biron: Turnpike Appliance
Biron: 3495A Lawson Blvd.
Biron: Oceanside, NY 11572
Biron: 516-483-5596
Biron: Be sure to include a note with your name, address and brief description of the problem.
you: ANything else?
Biron: Also, be sure to include a copy of the sales receipt for warranty validation.
Biron: Just a note and receipt copy.
you: I bought this off ebay is the warranty still valid?
you: I have a recipt
Biron: Unfortunately, it would not be.
you: doh
Biron: Do you have the original sales receipt?
you: I bought it off an online merchant - I guess that is the origianl sales recipt
Biron: Was it purchased from an online retailer or was it purchased off of ebay's auction site?
you: ebay auction site
you: one week ago for mothers day
Biron: Unfortunately, this iron would not be covered per the terms of the warranty.
Biron: Purchasing from an auction is much like purchasing from a yard sale.
you: Came in a factory box with papers and warranty
Biron: Yes, but if it was purchased from an individual it would not be warranted.
Biron: The iron must be purchased from an authorized Rowenta retailer.
Biron: You may want to contact the seller to see if they still have their sales receipt from the retailer.
Biron: If so and if purchased within the past year, than we would honor the warranty for you.
Biron: If not, the repair center will provide you with an esimate of repair before beginning any work to the iron.
you: wow, didnt expect all this from rowenta - not a great experience
Biron: I am sorry that you are having a problem, however, buying from an auction is not the same as buying from an authorized retailer.
you: Still the smae iron - no?
you: same box, papers, manual, iron...etc
Biron: Yes, however, the iron is sold from an individual.
Biron: Same as if it were purchased at a yard sale.
Biron: We have no way to determine the original sale date.
you: Its brand new
Biron: Ebay is not a retailer, it is a host for individual's to auction their personal items.
you: stickers are still on it
Biron: It may not have ever been used, however, we do not know when this person purchased it.
you: wow, I thought rowenta was known for better service, sorry but I would never buy anything from rowenta again. These irons are the most expensive but are defective too
Biron: I'm sorry that we cannot provide you with the answer you were hoping to hear.
you: A $100 iron that cant even stay on or hold water. That's pretty sad...
Biron: Unfortunately, as with any manufactured item, things can sometimes happen.
Biron: If you would like to have the iron repaired, it can be sent to the repair center listed above.
you: To this many people??? Theres 10 people with the same probl on that site alone
you: seems common
Biron: We have no way to know the age of the irons on that site, how they were used or the type of water used in the iron.
Biron: In addition, our company sells over a million irons each year.
Biron: Unfortunately, things can occur.
Biron: We cannot guarantee that our product will never have a problem.
Biron: Was there anything else that I could help you with this afternoon?
you: Just venting my disapointment
Biron: I understand.
you: Please let your manager know I will post this on epinions.com to warn others of Rowentas service.
Biron: I will pass your message along.
you: Thanks...happy mothers day