Please Advise : Reach out to Onshore support direct not Level 2 for assistance.
B) For ALL -High Urgent Serious Requests: Do Not Cut the Cord, reach out to Jeff Long right away for assistance (We never ask for a video for type of request)
- Fire
- Property Damaged
- Bodily Injury
- Smoking
- Unit Sparking
Example : Photo of shattered glass door of air fryer. (Enclosed Photos are Internal Use Only)
Step 1:
- Email/Portal Ticket: We must reach out direct to Onshore support before advising consumer the next steps to proceed .
- Phone call : We must reach out direct to Onshore Support before advising consumer the next steps to proceed.
Step2: Onshore will advise the steps with how to proceed to assist the consumer.
Step 3: If Onshore Support advises to move forward with the enclosed details below. Please provide the full details as shown.
- Mandatory: There is No altering/ adding/ removing any details. . You will copy and paste as shown below.
Hello ,
While we take the necessary steps to ensure safety and meet strict standards, glass is a material that can break. The glass in our doors is tempered as per safety regulations and is designed to prevent the risk of cuts, shattering into small dull pebbles instead of sharp shards like you would find in a table glass or a regular window for example.
There are several ways a glass oven door can shatter, but most of them have to do with tiny cracks that develop from something hitting the glass. Some of these micro-fissures are created when the glass is tempered (manufacturing process), while most are created when something small bumps against the glass in the oven, like a pan, diamond ring, or metal spoon. Sometimes micro-fissures which are not visible can happen from the cooking pan or the oven racks bumping against the door. Or if the door unexpectedly gets slammed. Or by pushing the rack inside the oven with the door. All of these have nearly invisible actions that can cause the door to shatter later. Sometimes sooner.
If the fissure is important, the glass can give out early. Smaller fissures can handle the stress, until one day they simply give out. The continual heating and cooling of the stress fracture can cause it to become larger and larger until it eventually weakens the glass. It can take years before the glass shatters. At that point, there's virtually no way to tell if the break was caused by something bumping up against the glass while in the oven or a defect in manufacturing that wasn't caught. There is no fool-proof way of catching these micro-fissures.
While we endeavor to control the quality of our glass door at the factory, these incidents, albeit rare, can happen. We can only assure you that this is not due to a failure to our quality process, and again, these incidents are rare and far between. Luckily, when they happen, the tempered glass ensures user safety when picking up the glass pebble