FAQs | GE Wall Oven - November 2008 Recall

1. What model numbers are impacted?
2. Can I continue to use my GE Wall Oven with an improperly re-attached oven door?
3. What should I do if I have a GE Wall Oven with an improperly re-attached oven door?
4. Are any of these ovens with this hinge design currently being made?
5. Have there been any injuries? Any property damage?
6. What was the issue with these particular GE oven models? Couldn't other GE ovens models be affected too?
7. Who attached the doors incorrectly in the first place?
8. How can I tell if my door has not been re-attached correctly?
9. How many consumers had problems with their ovens BEFORE GE and CPSC finally decided this recall was in order?
10. Can I receive a new oven instead of the service call?
11. How are GE service technicians repairing the ovens with the improperly re-attached oven door?
12. How long has GE known about the issue in these ovens?
13. Did the CPSC force GE to issue a recall?
14. Are any of the ovens with this hinge design still being sold on the retail floors?
15. Did GE fully cooperate with the CPSC?
16. How long is the recall valid?
17. What if I have a service contract on my oven?
18. How long will it take to have my wall oven door re-attached correctly?
19. Can I repair their oven myself?
20. Where were these ovens manufactured?
21. How many of these owners can you contact directly?
22. I know someone with an improperly re-attached oven door and he/she hasn't received a call or letter yet. Why is that?
23. How much will this cost GE?
24. My letter says that the recalled ovens were manufactured to December 2003, but the CPSC press release says they were sold until approximately December 2004. Which one is right?
 

1. What model numbers are impacted?

View the complete list of model and serial numbers. Models are listed in the press release, on GE's website, and in the letters to customers and consumers. The serial number is important, as not all wall ovens with these model numbers are included. To locate your model and serial numbers, look at the left interior wall of your oven. For microwave combination ovens the serial number will be found on the left interior wall of the microwave.



2. Can I continue to use my GE Wall Oven with an improperly re-attached oven door?

Yes. Normal cooking and broiling will not create a safety hazard. Do not, however, use the self clean until the oven door is inspected and re-attached if necessary.



3. What should I do if I have a GE Wall Oven with an improperly re-attached oven door?

GE is proactively contacting as many customers as possible. In the meantime if consumers with the improperly re-attached oven door should call the GE Hotline at 1-888-569-1588 from 8 a.m. to 5 p.m. Monday through Friday Eastern Time to arrange for a free service call. Before you call, write down the model and serial number of your oven.



4. Are any of these ovens with this hinge design currently being made?

On January 1, 2004, the hinge design was changed to make installing the oven door easier.



5. Have there been any injuries? Any property damage?

GE is aware of 28 incidents in which adjacent kitchen cabinets may have been damaged due to improperly re-attached wall oven doors. No injuries have been reported.



6. What was the issue with these particular GE oven models? Couldn't other GE ovens models be affected too?

GE has discovered that some consumers or home installers may have removed the doors and re-attached them improperly, which can allow excessive heat to escape during the self-clean cycle. The hinge design in these ovens has been changed to make re-attaching the oven door easier. All wall ovens with the old hinge are included in the notice.



7. Who attached the doors incorrectly in the first place?

GE shipped all wall ovens with correctly attached wall oven doors. However, the person re-attaching the oven door in the home may have removed the doors to make installing the oven easier. In addition, a consumer or a service technician may have removed the door for some other reason. If they did not re-attach the doors according to the directions in the Use & Care guide the door gap could result.



8. How can I tell if my door has not been re-attached correctly?

Check this guide to see if your door has been re-attached correctly or incorrectly.



9. How many consumers had problems with their ovens BEFORE GE and CPSC finally decided this recall was in order?

GE is aware of 28 incidents in which adjacent kitchen cabinets may have been damaged due to improperly re-attached wall oven doors.



10. Can I receive a new oven instead of the service call?

No. If the door has been re-attached incorrectly we will repair the door free-of-charge.



11. How are GE service technicians repairing the ovens with the improperly re-attached oven door?

GE service technicians will re-attach the door as described in the Use & Care instructions. No new parts are required. The CPSC has approved this procedure.



12. How long has GE known about the issue in these ovens?

GE reported to the CPSC as soon as we learned that a hazard could result from an improperly re-attached oven door.



13. Did the CPSC force GE to issue a recall?

No, GE voluntarily notified the CPSC.



14. Are any of the ovens with this hinge design still being sold on the retail floors?

It is not likely, since the hinge design was changed in January 2004. However, we are notifying all retailers that had these units in stock to stop selling any pre-2004 units they may still have.



15. Did GE fully cooperate with the CPSC?

Yes, we have worked closely with the CPSC throughout this process. Our effort here is to reach all consumers who may have improperly re-attached doors.



16. How long is the recall valid?

The recall is open indefinitely, and free repairs will be completed as long as requested by consumers.



17. What if I have a service contract on my oven?

If you call the GE Hotline at 1-888-569-1588, you will be provided with a free repair regardless of a service contract. Hours are Monday through Friday, 8 a.m. - 5 p.m. ET.



18. How long will it take to have my wall oven door re-attached correctly?

As soon as we confirm that you have an improperly re-attached oven door, we expect that a GE service technician can have the unit repaired within five working days (including Saturday).



19. Can I repair their oven myself?

Instructions for attaching the oven door are included in the Use & Care manual. However, GE is offering to re-attach the doors to ensure that it is done correctly.



20. Where were these ovens manufactured?

The ovens involved in this notice were made at GE's plant in LaFayette, Georgia.



21. How many of these owners can you contact directly?

We have the addresses of current owners for about 80,000 consumers as well as the 83 retail customers and 152 contract customers that were recipients of the ovens. All of these consumers and retailers will be sent letters notifying them of the inspection and Free Repair Program. Undoubtedly we will discover the identity of other owners as we work the safety notice, and we will notify them as well.



22. I know someone with an improperly re-attached oven door and he/she hasn't received a call or letter yet. Why is that?

We are progressively mailing letters to consumers and placing outbound calls to them on a rolling basis. We're only mailing letters to the 80,000 consumers that we have records for stating that they purchase these ovens. Please encourage the person you know to call the GE Hotline at 1-888-569-1588 Monday through Friday 8 a.m. to 5 p.m. Eastern Time to arrange for a free service call.



23. How much will this cost GE?

Cost is not the issue. We will take every measure to ensure the safety of our consumers. We do not disclose this information.



24. My letter says that the recalled ovens were manufactured to December 2003, but the CPSC press release says they were sold until approximately December 2004. Which one is right?

They both are. GE changed the hinge design to make door re-attachment easier at the end of December 2003. Retailers may have sold the 2003-built ovens throughout 2004.