Week 5: Customer Service with a British Accent

One of the exciting parts of this week was the installation of the range. The beautiful blue stars for my range would light up! Better yet, it would be out of the living room. I had a few late meetings on Wednesday, so I rushed home to check out the oven. And it looked good. Really good. The kids were excited too….until I went ballistic about them touching ANYTHING on the stove. Talk about ineffective. As soon as I said “don’t touch anything on the range. It makes fire. It’s for mommy ONLY” they immediately began the game of “what about this?” Touching the handle. “What about this?” Touching the oven glass. “What about this?” Touching the piece of paper of installation directions wrapped around the oven handle. I admit, I could have handled that better. I was ready to start chopping for the roasted vegetables that I’ve been dreaming about, so I opened the oven to take a look. DISASTER. Apparently at some point during shipping, the welding of the side grates that hold the telescopic racks came apart, causing the racks to fall apart. The entire rack system of the oven was messed up. NOOOOOOO! I immediately took pictures and called our store sales rep. My hope is that they’d be able to get the replacement parts ordered ASAP and the grates/racks switched out without a problem. Efficient Erik said he’d get things over to customer service and I’ll talk to a rep the next day.

Ah, Evan. He’s the customer service rep. With a British accent. It’s a good thing I’m happily married with two kids, a dog, and a kitchen, because otherwise, I would probably be a top 5 caller to the customer service center. It took a little while for him to get all the pictures together, but once he saw them, he said the magic words – full product replacement. He wouldn’t be satisfied if we didn’t have a perfect appliance from day one.  (And the inside of the oven is pretty damaged.) Even better – I could cook with it until the replacement arrived! So I may be out of an oven for two weeks, but I can still cook! Goodbye, Little Caesars. Hello, something else. In the meantime, I’ll just eagerly await his call to confirm next week. 🙂

2 thoughts on “Week 5: Customer Service with a British Accent

    • stephanie peterson says:

      The side pieces that the racks slide in have completely fallen apart – so the racks can’t stay in place. Normally I would see 3 racks in the oven. The burners appear to work correctly but the oven isn’t usable…yet!


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