Blue Porcelain Oven Cavity Damage - Oven Not Functional

Topics:

• Porcelain in oven cavity is damaged and oven is not operational or is glowing when in use
• Oven porcelain is cracking, chipped, peeling, or crazing
• Oven porcelain finish is damaged after self-cleaning
• Can the floor of the Wall Oven, Dual Fuel, or Induction Range 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 picture is required only if replacing the product. Request 1 photo of the oven floor with racks removed.

Answer:

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

• Refer to service for Oven Not Functional to determine repair.
• Porcelain is cosmetic; if the product is functional, cavity replacement is optional.
  • Blue Porcelain Oven Cavity Damage Oven Functional
• M Series Oven floors are replaceable. Refer to M Series Oven Cavity Replacement for more information.

1. If cavity is available, begin with cavity offers.
   • For L Series 36" Wall Ovens and L Series 30" ovens prior to serial # 17000000, replacement oven cavities are not available.
2. If cavity is unavailable and product was installed less than one year ago, a Product Support Agent will handle.
3. If cavity is unavailable and product has no remaining warranty, consider the Loyalty Program.
4. If cavity is unavailable and the product was installed more than one year ago, 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 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.
6. Remind customers of proper use and care of oven cavity and send Wolf Cleaning Reference as needed.

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• Interaction Referral Process, Product Replacement Request