Troubleshooter: Oven problem resolved

February 19, 2010 3:54:47 PM PST
Martha Freeman can bake in her own home. That's something she hasn't been able to do since October. Before that, she said her Jenn-Air oven broke more than 10 other times.

She went through Thanksgiving, Christmas and New Year's without a working stove, but this past Valentine's Day she finally was able to bake again on a brand new stove.

"I love it. It's top of the line. It has a couple of features that my old one didn't have," said Freeman.

Freeman said her problems started back in 2007, after just three months of moving in her new home.

"The board kept going out, the control board," she explained.

Since it was under warranty, the repair was covered. And because the stove had given her problems so soon, Freeman even bought an extended warranty. She used that warranty about a dozen times.

"They come out, diagnose what's wrong with it, then they order the part," said Freeman. "Each time it was the same identical thing."

What frustrated her the most was the most recent repair.

"It's been since October 30/31st since I've been able to bake," she said.

After that, she said she couldn't get any answers as to when her oven would be working again.

"No one was listening to me and basically I felt they wanted this extended warranty to end and I would be stuck with this oven and basically I decided to call you," she said.

ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson got in touch with a Jenn-Air rep and they said they would work with Freeman - and they did. It took some time, but she got the exact oven she wanted, and it's working.

"I know it's a result of you help and intervention as they would not even talk to me until you called," said Freeman.

Jenn-Air originally wanted Freeman to pay for the difference in the upgrade, but she held her ground and refused since she went without a working oven for so long.

Jenn-Air agreed and Freeman got what she wanted.

She's also happy it comes with a warranty, but she hopes she doesn't have to use it.

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