We moved into a new home on 12 September 2023, in which the builder installed a Samsung range Model NE63A6511SS/AC for our use. We discovered on the last day in August, just a few days before the equipment reached its 1-year use mark that the glass cooktop cracked. We reported it to Samsung, and they sent out a technician to replace it around September 10, 2024, which was confirmed by Samsung Ticket Number 4177793920. We were happy and thanked Samsung for the quick response.
Unfortunately, after using the stove for regular meal preparation yesterday, we woke up the following day, 27 January 2025, to our disappointment. When my wife was about to turn on the stove to warm food, before placing the pot, she discovered that the glass top was cracked – just similar to the previous incident. Nothing was on the stove at the time, and it hadn't even been used yet that day. She was infuriated and called me.
On arrival, I observed the crack pattern. I then turned on the element to keep it red so that I could further examine the crack. I could see multiple cracks. I advised that the stove be placed out of service until we can get the Samsung Technical team to repair it because the last cooktop they sent a technician to replace has only been in place for 4 months.
I believe this is a bad design, given that the cooktop has cracked twice in 1 year and 4 months. There must be a defect in the heating element or glass control mechanism that's causing these cracks. The usual one-year warranty is over, but I believe Samsung should take responsibility for the barely used Cooktop its technician replaced about four months ago. The crack was NOT caused by anything we did. This was a defect in the glass or the housing mechanism. How can we get a replacement?
