Bsh Home Appliancesshattered glass in oven door

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a verified customer
Verified customer

I bought my Gaggenau 290 convection/conventional oven about 2 1/2 years ago and recently the interior window on the oven door shattered into a thousands of tiny pieces. The oven was preheating at a temp of 375 at the time, the door was closed and the oven had been on for about 10 minutes. When I went to the oven to open the door I saw that it had shattered sometime in the previous ten minutes. There are no children in our household and my husband and I are very careful with our appliances. We did nothing that would have caused this to happen. We use the oven frequently and there were no visible signs of cracking or other problems prior to this. No one had ever repaired or done anything to the oven except install it when it was brand new.

I felt that Gaggenau should replace the glass at their expense even though it was out of warranty because there this was a major manufacturing defect and was not caused by my action nor was the door worn from over use. While the service technician was here we called Gaggenau so he could confirm that there was no damage to the door other than this shattered interior window. He said that it looked like that one of the screws that held the window in place had been over tightened during assembly of the door because the cracking had appeared to start from there.

Gaggenau refused to pay for a new window for this relatively new oven because it was out of warranty. I believe this is a manufacturing defect that was not caught on QA, if they do QA and they should pay for it.

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