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Induction range with Flex Duo oven

(Topic created: 09-16-2023 01:21 PM)
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lizzie1
Asteroid
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Kitchen and Family Hub

I purchased this range in June of 2023, so some things are new to me.  Last night was the 2nd time I tried making chicken in the air fryer.  The 1st time was with 3 skinless boneless chicken breasts and last night was with 2  bone in, skin on, chicken thighs.  I put the air fryer basket on the 3rd rack with a cookie sheet on the 2nd rack, turned on the air fryer and the default setting was 425 degrees.  20 min into the cooking I had so much smoke in the oven I couldn't see the chicken.  When I opened the oven door I had so much smoke in the house I thought the smoke detector was going to go off.  Neither time was the chicken browning.  The 1st time I turned on the broiler to brown. The 2nd time I removed the chicken and put them in my small air fryer/toaster oven to finish.  What went wrong???????

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Samsung_Moderator
Community Manager
Community Manager
Options
Kitchen and Family Hub

Hi there, Thanks so much for posting about this. I can certainly understand the frustration of not having your food cook the way it should. I have a couple links that may help resolve this. The first link has some detailed information on the best ways to use the Air Fry feature. The second link has some troubleshooting steps you can take when any feature of the oven is not heating or cooking properly. 

1. Using Air Fry:

https://www.samsung.com/us/support/answer/ANS00088063/

2. Troubleshooting Temperature Issues: 

https://www.samsung.com/us/support/troubleshooting/TSG01204529/#oven-does-not-cook-well

Once these steps are completed, if the Air Fry is still not operating properly, the unit will require service. There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/ranges/

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5 Replies
Ogata92
Comet
Options
Kitchen and Family Hub
First off, since it sounds like the range is still under warranty (Since you said it was bought June of this year) I'd contact Samsung Customer Service. My rule of thumb is ALWAYS contact the manufacturer first if the product is under warranty. Since, most of the time, they'll be of more help. However, that is not always the case. Do be warned though, Samsung customer service is a hit or a miss. Sometimes they are helpful, other times they are not. But for the time being, it is one of your best options. Hopefully they will be of help.
Wolfgang1
Cosmic Ray
Options
Kitchen and Family Hub
Sounds like a defect. You'll likely need to make a warranty claim.
bubbac
Constellation
Options
Kitchen and Family Hub
Ok
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lizzie1
Asteroid
Options
Kitchen and Family Hub

Thank you for your help!

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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Kitchen and Family Hub

Hi there, Thanks so much for posting about this. I can certainly understand the frustration of not having your food cook the way it should. I have a couple links that may help resolve this. The first link has some detailed information on the best ways to use the Air Fry feature. The second link has some troubleshooting steps you can take when any feature of the oven is not heating or cooking properly. 

1. Using Air Fry:

https://www.samsung.com/us/support/answer/ANS00088063/

2. Troubleshooting Temperature Issues: 

https://www.samsung.com/us/support/troubleshooting/TSG01204529/#oven-does-not-cook-well

Once these steps are completed, if the Air Fry is still not operating properly, the unit will require service. There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/ranges/