Emerson Radio Corporation

Ms [redacted] r did contact our customer service department and when she explained the issue, our rep did advise her that unfortunately, 99% of the time, this is caused by grease remaining in the unit and then becoming super heated with continual useThe Emerson Owner's manual supplied with each unit clearly advises the consumer that the unit MUST be wiped clean after each and every use or it may cause sparking or possibly catch fireIf grease remains in the cavity, it will eventually cause the paint and frame to meltIf the consumer is stating the unit was cleaned after each use with mild detergent and warm water as instructed in the owner's manual, then Emerson would need to evaluate it in order to determine the cause of the problemIf she would like to return it to Emerson for evaluation, she may contact Emerson at ###-###-#### and provide RA# [redacted] and we will provide her Return instructionsIt is the consumer's responsibility to pay the return shippingIf the unit is found defective, we will replace it for her free of charge and will also provide a complete evaluation reportIf it is found the unit was not cleaned after each use, she will be responsible for the return shipping costs if she wants her original unit returned to her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, providing the refund is actually received Regards, [redacted]

I am rejecting this response because: I do not agree with Emerson making the decision when they have clear bios, and have said to me by email as previously quoted that even with cleaning according to the owners manual the microwave may still catch on fire by the supposed grease (which apparently Emerson believes to continue to burn forever, since it continues to catch on fire) I also do not agree with them offering to charge $to 90% of people who send in microwaves, just to get them back.However, as I have no alternative choice I am going to take the chance of sending it in Before I do I will take pictures and video of the fire and resulting damage and will maintain it to send the as many new stations as I can if my defective microwave is not replaced and I will look into what other further actions I can take

The consumer has agreed to send in the unit at Emerson's expense to have a complete Evaluation performedAs mentioned prior, the technician conducting the Evaluation will take very detailed pictures and notations at every step during this process which will be provided to the consumer upon completion of the evaluation along with their findingsAlso to clarify, the consumer was advised that the Owner's Manual requires the unit to be wiped clean regularly to avoid sparkingIf this is done regularly, there would not be any grease or food debris located in the cavity at allThe problem of grease remaining in the unit is due to the fact that 90% of people who observe sparking with their units have NOT wiped the unit clean until AFTER the sparking has begunAt this point, the grease has not only embedded into the paint in the cavity but also into the electrical workings of the unitWe do not make any assumptions that this is the case for this particular unit and this is the reason we have offered to complete the evaluationThe consumer has been advised that if the unit was not cleaned regularly, it would not be replaced however, if it is found defective and grease is not the problem, we will replace the unit free of charge

We will be contacting the customer to resolve with refund offer

Emerson did provide return instructions to this consumer stating the parts must be returned via Insured MailWe are not responsible for the damaged packageIt was shipped to Emerson via the United Postal Service and was delivered re-taped and was missing all the parts and the consumer's checkThe consumer must issue a claim with the United Postal Service who lost the parts in order to be reimbursedWe can not replace the microwave unless the parts are delivered to Emerson

We have contacted [redacted] and offered a Prepaid Shipping label to her in order to return the required parts at Emerson's CostThis is a one time only exception as our written policy states, consumers must return all items at their own cost.Thank you

The refund is being processed. It may take up to - weeks for reimbursement

Complaint: ***
I am rejecting this response because: Exemplary service, sure to whom?, I wasn't sure what to do regarding situation until I was advised, as I have a medical condition, but I will be sure to share my experience
Regards,
*** ***

This consumer purchased their Emerson unit in The written warranty included with each and every unit states Emerson offers a month Manufacturer's warranty where we will repair or replace the unit at no charge from the date of original purchase(with receipt)Unfortunately, that warranty
expired in The consumer was advised to look for a local repair shop or service center to assist in the repair of the unit as the warranty had been expiredOnce the warranty time frame has passed, our customer service dept staff will always suggest seeking a local alternativeWe can not extend the warranty past 2014.Thank you

Emerson Radio does not produce televisionsAll "Emerson" branded TV's are produced by a company called *** and they are not a division of Emerson RadioThis consumer must reach out directly to *** at * *** *** *** for assistance.Please remove this complaint from Emerson's
information.Thank you

Emerson has advised this consumer that a full evaluation of their microwave must be conducted in order to determine what is causing the sparkingThey've also been advised that 90% of the time its due to grease in the cavityIf the customer is sure they're unit has been wiped clean after each
use(as is required in our written owner's manual) then it would mean a defect is present and our technicians will uncover that during their evaluationThe evaluations are always unbiased and full photos are taken at each and every stage of the evaluation process and a full evaluation report(with pictures) is provided to our consumers upon completionIf a defect is discovered, a new microwave will be shipped free of chargeIf it was negligence, we will not be able to replace the unit and the customer will be responsible for the $return shipping charges if they want their original unit returned to themEmerson has also offered a call tag to pick up their current unit at our expense since the customer believes it is defectiveNormally, it is the customer's responsibility to pay the shipping back to Emerson so the evaluation can be performedWe only ask that the customer insure the unit it packed very well internally in a sturdy corrugated back with plenty of styrafoam to insure it is not damaged in anyway upon its return to EmersonIf its damaged in-transit, we will not be able to conduct our evaluation properly and will not be able to replace the unit. If the customer would still like us to pick it up, they should contact Emerson's Customer Service Dept at ###-###-#### and provid RA# *** and we will provide return instructionsUnfortunately, we cannot guarantee a replacement will be sent until the unit is evaluated.Thank you.?

We do not understand why the consumer returned the entire microwaveThe email clearly stated to return the parts listed and Emerson even confirmed it a 2nd time to the consumer on 10/29/Below is a copy of the email sent and acknowledged by the consumer:On Wed, Oct 29, 2014at 7:AM, Customer
Service wrote:?Your unit is under warranty and will be replaced sa long as theitems listed below are receivedOk thanksBefore Icut the cord and ship, I'm a little worried about the last sentence of theemail that says" "if under warranty", does that mean after it'schecked for damage or misuse? My microwave I'm sending back is in band newperfect condition, the keypad is just malfunctioningI just want to be sure ofthe process before I spend the money to ship back and somehow never see amicrowave again. I know I can check onmy own, have no idea how many lbs the microwave is, but I'm in SouthernCalifornia, have you heard how much customers have paid to ship back theirmicrowaves? Wandering if it's going to be so costly, this unit costapproximately $99. Thanks forunderstanding and answering my questions, appreciate it. Please unplug your unit and cut off the electrical cord inchesfrom the back of the unitPlease place all of the below items in one package: 1. Electrical cord2. The owner’s manual3. A copy of the receipt (ifavailable)4. The serial number5. The label from the back ofthe unit with the model number6. A note explaining the problemalong with your name, address, phone number and RMA #***. Please ship ALL of the above items via INSURED MAIL to the addressbelow: Emerson Radio Corporation Upon receipt of these items, the paperwork will be processedand if under warranty, we will forward a replacement unit to you. Sincerely,Emerson RadioConsumer Affairs Dept.Due to the email above, we will not be able to refund the consumer the $he paid to return the entire microwave as Emerson never requested the entire unit be returnedIt was clearly stated to return "THE ITEMS LISTED"This consumer is still emailing Emerson for assistance as of this morning 12/22/We have responded to him that we have mailed him a Prepaid Shipping Label to return his latest defective microwave at his convenience after the holidays as he requestedOnce it is received, Emerson will conduct a thorough evaluation to determine the cause of the problemIf it is found defective, a new unit will be sent to him It is imperative the consumer make sure the unit is packaged internally just as he received it from EmersonIf any internal packaging is missing, it will cause additional damage to the unit and we will not be able to conduct our evaluation.Thank you

Good Afternoon,We pride ourselves in provided exemplary customer service to all our customers. Regarding this matter, the customer states the problem occurred on 11/2017, however she did not contact us until 4/2018.  If she would have contacted us when the issue initially started we would have...

gladly replaced her unit as it was still covered under the 1 year warranty.  Unfortunately she waited 5 months to contact us so yes her warranty is no longer valid, as she was advised.Best regards,Emerson Radio CorpConsumer Affairs Dept.

Emerson did provide return instructions to this consumer stating the parts must be returned via Insured Mail. We are not responsible for the damaged package. It was shipped to Emerson via the United Postal Service and was delivered re-taped and was missing all the parts and the consumer's...

check. The consumer must issue a claim with the United Postal Service who lost the parts in order to be reimbursed. We can not replace the microwave unless the parts are delivered to Emerson.

The consumer has agreed to send in the unit at Emerson's expense to have a complete Evaluation performed. As mentioned prior, the technician conducting the Evaluation will take very detailed pictures and notations at every step during this process which will be provided to the consumer upon completion of the evaluation along with their findings. Also to clarify, the consumer was advised that the Owner's Manual requires the unit to be wiped clean regularly to avoid sparking. If this is done regularly, there would not be any grease or food debris located in the cavity at all. The problem of grease remaining in the unit is due to the fact that 90% of people who observe sparking with their units have NOT wiped the unit clean until AFTER the sparking has begun. At this point, the grease has not only embedded into the paint in the cavity but also into the electrical workings of the unit. We do not make any assumptions that this is the case for this particular unit and this is the reason we have offered to complete the evaluation. The consumer has been advised that if the unit was not cleaned regularly, it would not be replaced however, if it is found defective and grease is not the problem, we will replace the unit free of charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We will be contacting the customer to resolve with refund offer.

We have contacted [redacted] and offered a Prepaid Shipping label to her in order to return the required parts at Emerson's Cost. This is a one time only exception as our written policy states, consumers must return all items at their own cost.Thank you.