Electrolux KGG6436K Gas Hob Explodes
Yesterday evening (06/09/2024), after using the wok burner on our Electrolux KGG6436K gas hob for about 10 minutes, we turned it off. Roughly ten minutes later, with none of the burners lit, we were startled by a massive explosion as the glass surface of the hob shattered into pieces, scattering glass all over the kitchen. Fortunately, no one was near the hob at the time, but the risk of serious injury, even blindness, was imminent. Today (06/10/2024) at 12:09, we contacted Electrolux customer service to report the incident. We were informed that the warranty had expired and any necessary repairs would be at our expense. Despite no misuse or impact, the likelihood of a technical fault causing the glass surface to explode was high, posing a serious safety risk. We were advised to email customer service, which we did promptly, including photos. Shortly after, we received an email stating that diagnosis of faults outside warranty incurs service charges. It's incomprehensible that a reputable brand like Electrolux fails to stand behind its product in such a critical situation. A hob's glass spontaneously exploding, endangering lives, is unacceptable. If Electrolux fails to address our grievance promptly (as we rely on the hob for cooking), we'll pursue action through relevant authorities and social media platforms. Attached are two photos depicting the hob's condition for reference.
Dear Valued Consumer Mr. Mehmet T., We would like to express our gratitude for choosing our brand and taking the time to share your opinions with us. Your feedback is very valuable to our company and us. In our journey towards customer satisfaction with our slogan "Shape living for the better," we always show great interest in suggestions that will further elevate the already high standards of our company, which operates with a reliable service approach. We kindly request you to continue sharing your thoughts on our products and services so that we can provide you with better service. You can reach us on weekdays and Saturdays between 09:00 – 19:00 at our Electrolux Customer Service line or via our email address. If you contact our Customer Service, you will be provided with the necessary information on the subject. We would like to inform you that we will get back to you as soon as possible and that we would like to hear your feedback again. We thank our consumers who share their views and suggestions for their trust in our brand. Electrolux Customer Service
Dear Electrolux Company Representative, We have already mentioned that we contacted customer service and communicated via email, and we have also noted the responses we received. Therefore, I do not think it is meaningful to repeatedly try the same methods knowing we will receive the same responses. We expect someone from your company with more authority than customer representatives to contact us directly. Meanwhile, we have also mentioned that we are managing with a portable gas cylinder since we do not have another stove at home. Additionally, we have learned through one of your authorized services that the cost of replacing the broken glass is around 6500 TL. If your company does not stand behind its product, we will prefer to buy a new product from another brand instead of paying this price and will seek our rights on a legal basis. Because no one can expect the damage to be a defect limited to the warranty period. Regardless of how long it has been used, in this case, two years, it is not acceptable for the glass surface of any brand of stove to explode in this manner. Especially if this brand is Electrolux, a worldwide brand, there cannot be an explanation related to the warranty period. We expect a prompt personal response from an authorized employee. Best regards. Mehmet Türe
