Blue Porcelain Oven Cavity Damage

Topics:

• Porcelain in oven cavity is damaged and unit is or is not still operational
• Oven porcelain is cracking, chipped, peeling, crazing, or glowing red
• Oven porcelain finish is damaged after self-cleaning
• Can the floor of the Wall Oven, Legacy Dual Fuel, or Dual Fuel oven be replaced or do they need the entire cavity?

Cause:

• Something was placed on the oven floor or an imperfection in the porcelain caused damage to occur.

Troubleshooting:

1. Has the cooking performance changed?
2. When the oven is on, does any area of the floor glow red? If so, refer to Oven Floor Glows Red.
3. Is this a double oven? If so and damage is in both ovens, use product replacement offer guidelines instead.
4. Did customer place anything on oven floor that promoted the damage?
5. Is the unit under warranty?
6. Is the oven cavity available?

A photo is required if replacing the product. Even if not replacing the product, a photo is recommended.

• Request 1 photo of the oven floor with racks removed.
• The photo helps to verify damage is not caused by customer misuse.
• If a customer has porcelain damage in multiple single ovens in the same kitchen, each oven should be treated individually.

Answer:

Product Support handles cavity replacements for L and E Series Ovens, Legacy Induction Ranges, and Legacy Dual Fuel Ranges.

• If there is no functional issue, the cavity (if available) can be replaced for L and E Series Ovens, Legacy Induction Ranges, and Legacy Dual Fuel Ranges.
  • Porcelain is cosmetic; if the product is functional, cavity replacement is optional.
• M Series Oven floors are replaceable. The entire cavity does not need to be replaced if only the floor is damaged. Refer to M Series Oven Cavity Replacement for more information.
• Current Induction Range and Dual Fuel Range oven floors are replaceable. Full cavity replacements are not available for these models.
• See also, Out of Warranty Assistance and Negotiation.

1. If cavity is available, begin with cavity offers.
   • For L Series 36" Wall Ovens, regardless of SN, the cavity is NLA.
   • For L Series 30" ovens prior to serial # 17000000, replacement oven cavities are not available.
2. If cavity is unavailable and product was installed one year ago or less, Product Support will handle.
3. If cavity is unavailable and product has no remaining warranty, consider the Loyalty Program.
4. If cavity is unavailable, product was installed more than one year ago, and customer requests further consideration, refer case to a Customer Advocate to begin replacement unit negotiation:
   • Product Replacement or RMT Process
   • Product Replacement or RMT Decision Making
   • Wolf Distributor Price List
5. If the customer damaged both oven cavities and wishes to repair the unit, they can repair at their expense.
   • Wolf will not cover costs to replace both oven cavities. This is not as cost effective as replacing the product.
   • If both cavities are damaged and the unit was installed one year ago or less, Product Support will handle.
   • If both cavities are damaged and the unit was installed more than one year ago, refer case to a Customer Advocate.
6. Remind customers of proper use and care of oven cavity and send Wolf Cleaning Reference as needed.

• Oven Door Liner Replacement
• Interaction Referral Process, Product Replacement Request