They Fixed It!

A little over a week ago, two men from the factory in Tennessee drove eight hours one way to fix our range.  I felt bad that they had to drive so far, but they said they usually don't fly because of all their tools.  They told me stories of how they drove to Winston Salem one time to fix a 48 inch range and it turned out the only thing wrong was the fact the knobs were installed in the wrong order.  Once they drove to Arkansas only to connect one missing wire.  All this made me feel better about taking up their time.  

What are they doing in these pictures?  They videoed what was happening when the range wasn't working.  The oven cooling fans,  that come on at 300 degrees, were causing the flame on the burners to go out.

They removed the gas burners and took the top off the range.

Then they changed some wires and added some copper that will be standard on future ranges, put it back together, and it worked!  They also videoed it working properly.  One reason the company was so interested in my range is that in 2013, the island trim will be standard because they have found that no one wants the 6 inch high back.

In addition to the two men from Tennessee, the salesroom manager from where we bought all of our kitchen appliances came over to the house to watch all of this.  He turned out to be a nice guy but on the phone the previous week, he said that perhaps the flames were going out because there wasn't enough fresh air in house and perhaps our builder should have installed a makeup air damper.

When he said that I was a little worried that everyone was going to try to blame everyone else involved.  The technician who came out to the house twice said the sales company should not have sold the range with the island trim, the sales company said they wouldn't give me another range until they made sure it wasn't something wrong with my kitchen.  My builder was so frustrated he said he would buy us a new range and install it so the sales company could see it was not the kitchen.

I did feel better that every I time I talked to someone from Thermador, they assured me that they would get the problem resolved.  The engineering group looked at the pictures of our kitchen and knew right away that "lack of fresh air" was not the problem.  The factory representative told me on the phone, "Your kitchen looks like a Thermador kitchen.  There is nothing wrong with your kitchen."  

Josiah wanted me to take a picture of him so I took a picture of both of us.  When the men left, he wanted to give the sales manager a kiss goodbye.  Instead the man gave him a high five.

I am so grateful that it is fixed and that it works.