Emerson Radio Corporation

[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]

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 use. The 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 fire. If grease remains in the cavity, it will eventually cause the paint and frame to melt. If 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 problem. If 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 instructions. It is the consumer's responsibility to pay the return shipping. If the unit is found defective, we will replace it for her free of charge and will also provide a complete evaluation report. If 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.

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 $40 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.

Review: Emerson would not service my microwave, on the account that I cannot provide a receipt. But I misplaced the receipt, since I did not envisage the microwave was going to stop working abruptly. I even asked the agent to transfer me to a supervisor and I got was a voicemail. Since it cannot be fixed, the microwave is practically useless.Desired Settlement: For Emerson to do the right thing and fix my microwave, since I paid for and put my trust in their brand.

Business

Response:

The serial number the consumer provided does not indicate the unit was purchased within the last 12 month which is the standard written warranty policy to provide a replacement unit. All authorized resellers of Emerson products can provide copies of receipts if the unit was paid for by credit card. We suggest the consumer return to the store where it was purchased and request a copy of their receipt. If it was paid for by cash, unfortunately, there is nothing more we can do to assist this consumer. If the serial number indicates it was purchased more then 12 months ago, only a printed receipt can dispute that fact.

Review: Microwave oven. paint on inside of microwave where turntable turns around is chipping away. Could this be a health issue where microwave is concerned.

I sent an email to Emerson and they basically sayi that I don't know how to take care of a microwave in their reply. This is their reply:

Thank you for notifying us of the issue you are having. Our continual evaluations performed on microwaves clearly indicate to us this type of damage is always caused by one of two things:

1. Harsh Chemicals- what product do you use to clean your microwave? The Owner’s Manual clearly states to clean the unit with warm water and a mild dish detergent. If any type of harsher chemical cleaner is used, it will cause the paint to dissolve and will cause rusting with exposure of the metal below.

2. Not wiping up spills after each use. If the unit is not wiped clean after each use which is also indicated in the Owner’s Manual, it may cause the grease to become super heated with continued use and will cause the paint to bubble and expose the metal underneath.

Unfortunately, both of these instances are the result of not following the instructions provided in the Owner’s Manual which accompanied your unit when purchased. We do apologize for any inconvenience but Emerson will not be able to repair or replace your unit as the problem was caused by not following the operating Instructions provided. We do not recommend that you do not continue to use this unit in its current condition as it may spark or catch on fire. We do suggest replacing this unit.

I have had 3 microwaves in my lifetime, this Emerson microwave being the 3rd., in 30 some odd years. My 1st one lasted 18 years. My 2nd one around 13years. This Emerson microwave lasted less than one year! Where do they get the idea that I don't know how to clean out a microwave? Sounds like a canned answer for not wanting to replace a defective appliance! Don't people stand behind their productsDesired Settlement: I would have liked to have replaced the microwave, but if this is the way this company does business I don't want their products. I will not buy another Emerson product! I

Micrrowave model Number:MGW9115SL

Serial Number [redacted]

I have had 3 microwaves in my lifetime, this Emerson microwave being the 3rd., in 30 some odd years. My 1st one lasted 18 years. My 2nd one around 13years. This Emerson microwave lasted less than one year! Where do they get the idea that I don't know how to clean out a microwave? Sounds like a canned answer for not wanting to replace a defective appliance! Don't people stand behind their products anymore?

Business

Response:

The Emerson Owners Manual is very clear with providing cleaning instructions and we've even attached a sticker to the front inside of the microwave explaining to people the hazards that will incur if the unit is not wiped clean after each use. The paint inside the cavity is quite sensitive and must be wiped clean each time to insure it does not begin to chip. The response provided is accurate. The paint does not begin to peel on it's own. It's either caused by lack of cleaning or using too harsh of a chemical. If the instructions are not followed, the warranty has been voided and the microwave can not be replaced.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me because I know that they are going to stand behind their statement. I feel I would be wasting my time and energy to dispute this any further.

Thanks Revdex.com for looking into this for me.

Thanks,

Review: I have a Emerson Microwave Model# MW9339SB. I was using the microwave to make popcorn and I smelled something burning. When I opened the microwave the inside frame around the glass window had melted. I only use the microwave to warm a cup of coffee or make popcorn. The microwave was clean before I used it and I could not see anything around the door other than the spot where the frame melted. I called customer service and spoke with [redacted] and explained what happened and the only thing she could say was that the microwave was manufactured in Oct. 2012 which I confirmed because that was noted on back of microwave and it could not be replaced. I explained that I was trying to find out what happened to it and if it is safe to use. She could not give me any advice. I asked to speak with her supervisor and she had be believe I was being transferred to someone and I was transferred to her voicemail. My concern is that she did not ask when I purchased it, she basically had me understand that if the product was made in Oct. 2012 they would not replace it. Am I to understand that if the product is defective past 1yr there is no liability for Emerson? Most times if I am in this situation I would think it would be helpful for a business to know how their products are working and maybe for them to say if they had any other complaints such as mine. I want to file this complaint because I think they should be more concerned about their products as well as their customer's safety when using their products. I am more than willing to send this product back to them for review if they would provide the box and postage, so that they can look into this. I will appreciate a response via the Revdex.com since I am not satisfied with the level of customer service I received when I called the company. Thank you, Patrice [redacted]r

Product_Or_Service: Emerson MicrowaveDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a response in writing from the management of Emerson concerning my complaint within 30 days.

Business

Response:

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 use. The 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 fire. If grease remains in the cavity, it will eventually cause the paint and frame to melt. If 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 problem. If 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 instructions. It is the consumer's responsibility to pay the return shipping. If the unit is found defective, we will replace it for her free of charge and will also provide a complete evaluation report. If 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.

Review: I bought an ice maker from target with an extender warranty on it back in Oct 2012. The ice maker stopped working. They said since it was under a factory warranty I had to send it back to Emerson. I did back in May 2013. I had to pay $50.00 to send this back. I waited over 2 months. I finally got another one in. I plugged it in to find out that it did not work. I called them back and told them. They said they I would have to send it back. I told them I was not paying another $50.00 since this ice machine cost $159.99, why can't they give me a gift card or my money back. It's the middle of the summer I want and ice maker that works. They told me they don't do that. They sent me a self stamp that took over a week. I'm still waiting a month later for my ice machine. I just called them and they said they are back ordered again and don't know when they will be getting more in. At this point I think it's ridiculous should get my money back. I shouldn't have to wait several months for it. Very frustrated with the way they operate there business.Desired Settlement: I want my money back. I will never buy anything again from Emerson. $159.99 for the ice maker and $17.00 for the extended replacement plan.

Business

Response:

We do apologize for the delay as the icemakers were on backorder for 30 days but this consumers new icemaker was sent out in early September and was delivered on 9/13/13. Should she have any additional issues with this new unit, she should contact Emerson's Consumer Affairs Dept at ###-###-#### so we can assist her. We do not issue refunds nor do we reimburse for the return shipping charges as is stated in our written warranty provided in each Owner's Manual provided with each unit we sell.

Thank you.

Consumer

Response:

[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.]

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

Regards,

Review: my TV I got for Christmas stopped working about two months ago, they sent one repairman out about one month ago it worked for 6 hours so I called them back, after many more calls to service I haven't heard a word from Emerson, until I called them, they gave me a repair company number [redacted] called left a message to call me and I haven't heard from them. The TV has a warranty and just want it fixed or replaced Emerson gave me a work order number [redacted] and a case number [redacted]Desired Settlement: replace the TV or fix it right

Business

Response:

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

Review: I bought this refrigerator last year. As of now they say it was made in 2012. So I bought it in 2013. The mini fridge no longer works from what they gathered over the phone today. Told me they couldn't help me and to go have it fixed somewhere else. The fridge stopped working and they all the water leaked onto my carpet. So not only does that fridge not work but I have to have the carpet cleaned. They said "sorry we can't help you" everyone I talked to was rude as can be! I will NEVER BUY another thing from them again!Desired Settlement: Refund

Business

Response:

This consumer purchased their Emerson unit in 2013. The written warranty included with each and every unit states Emerson offers a 12 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 2014. 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 expired. Once the warranty time frame has passed, our customer service dept staff will always suggest seeking a local alternative. We can not extend the warranty past 2014.Thank you.

Review: Purchased a 32" Emerson TV and after 6 months the screen went black. Called the service center as instructed we were told to send the TV back. We were told that we would receive a new TV and insured that it would not be a refurbished set and if it was we could call and they would send shipping labels, we could send the TV back and we would be refunded. Well, after waiting 3 weeks the TV arrived and it was a refurbished TV. We called them again and were told that we were never told we would get a new TV and that it WOULD be a refurbished set. Now we are being told we will only be sent refurbished TV's each time we have to send one back and refunds are against their policy. We will never buy another Emerson Product and will not recommend them to anyone. The product is substandard and the customer service is the worst I have ever experienced.Desired Settlement: Return this TV for a full refund.

Business

Response:

All "Emerson" branded Televisions are produced by a company called Funai Inc. They are not produced by Emerson Radio. Please remove this complaint from our account.Thank you.

Review: On April 9th 2013 I purchased an Emerson Radio brand "1.2 CU. FT., 1,100 WATT, TOUCH-CONTROL MICROWAVE W/ 1,150 WATT GRILL" (Model [redacted]) from Walmart in Chico, CA.

I owned the microwave for approximately 8 months.

In December of 2013 the microwave ceased to function, the contacts on the buttons on the front of the microwave would not accept input.

I contacted Emerson Radio on January 5th 2014 to inquire about a warranty repair or replacement. I entered all serial numbers and pertinent identification on the contact form.

On January 10th 2014 I received an email apologizing for the inconvenience and to provide a valid physical address and phone number in order to receive an RMA number for replacement via Emerson Radio Corp.

I was notified that the repair or replacement time line would be 3-4 weeks. I was given an RMA # and instructions to ship the microwave (cutting the cord, making sure to include all pieces of the microwave and manuals)

I was to ship the items via insured mail to the address provided and told at the end of the E-mail:

"Upon receipt of these items, the paperwork will be processed and if under warranty, we will forward a replacement unit to you."

I contacted USPS and was told that based on the dimension and weight there was no service available for shipping.

I contacted UPS and was quoted $225.75

I contacted Fedex and was quoted $197.94

I included copies of all three quotes to Emerson and asked if there was any close repair centers so as to avoid the cost of shipping the Microwave to Emerson.

I was told:

"We are sorry, but we do not have listings for service centers. We would recommend taking the unit to a local appliance service center for repair. You would be responsible for any repair charges. "

I explained that the unit was under warranty and the cost to ship exceeded the purchase of a new unit two fold.

I was told:

"Sorry, that is the only option Emerson offers for warranty replacement. "Desired Settlement: I am asking for either a Refund, Repair, or Replacement.

My unit is under warranty and requiring the consumer to pay double the cost of a replacement unit to ship the unit for warranty is borderline a scam.

It is false advertisement to advertise a warranty on a product as a deciding factor for purchase and then have the requirements to validate that warranty illogical to the consumer.

Business

Response:

Unfortunately, this consumer misunderstood the return instructions. In order to save the consumer money, Emerson Radio does NOT ask for the entire microwave to be returned. Only the following items must be returned: The cord from the MWO(cut off 2 inches from the back of the unit-Make sure unit is unplugged first), Glass tray, Roller Guide which sits under glass tray, Owner's Manual, Silver label showing model # from back of unit, and a letter showing consumer's name, address, phone # and Authorization # [redacted]. All of these items should be shipped INSURED to our California Facility and should cost no more than $12.00. Once these parts are received, a replacement microwave will be shipped to the consumer.

If the consumer has any further questions, they should contact Emerson Customer Service at [redacted]

Thank you.

Consumer

Response:

[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.]

Well now I feel silly.

I had a chain of emails explaining the costs and dimensions but I guess there was just a miscommunication. Thank you Revdex.com and Emerson. I will proceed with the original RMA #.

Thank you again.

Thank you [redacted] for the clarification

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

Regards,

Review: I purchased an Emerson 900W Microwave Oven that is still under warranty. Via email, I processed a warranty claim with Emerson's Consumer Affairs Department. First, the information email they sent on how to return the product was unclear. I have a copy and would like to provide it to Revdex.com. It suggest that the entire unit has to be shipped back to Emerson, so I shipped it back and it cost $40. Turns out you only have to ship the manual and the plug back, but again, the email does not indicate anywhere not to ship the unit back, so I need a refund of $40.00 for shipping due to Emerson's failure to provide clear and precise information to the consumer on how to replace their defective microwave. Second, I have been shipped two replacement units which have both been defective and not working properly. I have tried to express to Emerson they are shipping the product correctly and that's why it's coming to me damaged. For example, both Microwaves were delivered upside down or on their side. They refuse to put "fragile" or "this side up" labels on the Fed Ex box so the delivery person knows to be careful with the product. I have left 7 voicemails with Manage [redacted] of Consumer Affairs at Emerson and she refuses to call me back and fix the issue. I still have the 2nd unit they sent and it's not working properly.Desired Settlement: Refund of Fed Ex shipping charges $40 (have receipts and tracking info), plus a replacement shipped properly overnight so I can finally have a functioning microwave that I haven't had for the past 2 months.

Business

Response:

We do not understand why the consumer returned the entire microwave. The email clearly stated to return the parts listed and Emerson even confirmed it a 2nd time to the consumer on 10/29/14. Below is a copy of the email sent and acknowledged by the consumer:On Wed, Oct 29, 2014at 7:09 AM, Customer Service <[redacted]>wrote:?Your unit is under warranty and will be replaced sa long as theitems listed below are received. Ok thanks. Before 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 malfunctioning. I 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 2 inchesfrom the back of the unit. Please 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 #[redacted]. 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 $40 he paid to return the entire microwave as Emerson never requested the entire unit be returned. It was clearly stated to return "THE ITEMS LISTED". This consumer is still emailing Emerson for assistance as of this morning 12/22/14. 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 requested. Once it is received, Emerson will conduct a thorough evaluation to determine the cause of the problem. If 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 Emerson. If 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

Consumer

Response:

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

Review: I bought mirowave with a 2 year warranty plan,the mirowave caught on fire,I get in touch with Emerson,to see about getting it replaced,Emerson tell,s me to mail to them,roller guide glass plate cord cut off sticker from back of oven with numbers on it my recepit where I paid for it and $15.00 money order,I did all of this,I was out $30.00 with postage and money order,Some where on the way the package busted,Emerson got the package with only the roller guide in it,This mirowave is only 7 months old,they waited 2 weeks after they got the package to tell me all the stuff was not in side,they refuse to replace the mirowave,I paid $89.99 plus tax plus $9.99 for 2 year warranty,I know Emerson could tell the package had busted open and been retaped,like I said they got the roller guide to the mirowave,so now i,m out all this money and they want stand behind there warranty,this is not fair at all,where all the other stuff that was in the package is ,I do not no

Product_Or_Service: Emerson MirowaveDesired Settlement: DesiredSettlementID: Replacement

Want mirowave replaced

Business

Response:

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.

Review: My microwave caught on fire. Smoke started coming from the back once I looked in the window I saw red parks of flame. I immediately stopped it and unplugged it then I notified the company and they basically blamed me for improper care and that would void any warranty I cleaned my microwave. The problem is that it was poorly made the plastic covering or what ever its called started to peel/chip away exposing the metal underneath causing the fire. It was a good thing that I was standing close by or it could of ben a real tragedy. Thankfully I didn't get rid of my old microwave a [redacted] that I've had well over ten years and still works wonderfully and I maintained that one the same as the Emerson and I had that a small fraction of the time. That's why I say it was poorly manufactured and should of been recalledDesired Settlement: I would like a refund because I feel as though the microwave should of been recalled because of the poor manufacturing but, I never received any notification and when I contacted EmersonRadio Corp. they never mentioned that it was recalled. I've never heard of such a thing.

Business

Response:

When the consumer contacted Emerson, the Representative reviewed the cleaning instructions with the consumer that are listed in the Owner's Manual and are required in order to avoid sparking and possible fire in the unit. The unit must be wiped clean after each and every use with mild detergent and warm water. No harsh abrasives can be used. If spills or grease are left in the cavity, they will continue to heat up and affect the paint on the inside of the cavity. When the paint begins to peel, the unit will begin to spark and can no longer be used. Emerson also applies a warning sticker to the inside of the mwo door to again remind consumers to clean the unit after each use. This unit was not cleaned according to the requirements and therefore, the manufacturer's warranty has bee voided for neglect. Emerson will not be able to replace this consumer's unit.

Review: My Emerson 900 Watt MW9339SB microwave is catching on fire and is shooting a flames out on the inside. Looking online this appears to be happening to others and is a manufactures defect. I have repeatedly tried to contact Emerson about this with them saying "Emerson Radio has found that 90% of the time, the sparking you are experiencing is due to grease build up inside the cavity. EVEN THOUGH YOU MAY BE FOLLOWING THE OWNER'S MANUAL (emphasis added) of wiping the unit clean after each use and using a mild detergent for more stubborn spills, sometimes the grease is located in the corners and on the top of the inside cavity and "CAN NOT BE SEEN WITH THE NAKED EYE (emphasis added)." I added the emphasis on these verbatim statements from Emerson to show they are clearly trying to skirt around this safety issue even though the owners manual has been followed, and that they are trying to blame invisible grease, that if was in a fire would immediately burn up leaving no grease to catch on fire next time. Emerson also asked me in the same email to clean and turn the known fire hazard of a microwave on again. Emerson wants me to send the unit to them, which they will evaluate, and then after it is out of my hands decide what to do, which they clearly have a biased and I am sure would just blame again an invisible forever burning grease which is clearly impossible and an inexcusable excuse.Desired Settlement: My microwave should either be replaced with a comparable one or I should be refunded the comparable price of a new one. I want a guarantee of replacement BEFORE sending my unit in, I can first provide pictures as proof, including of my serial number and of the fire damage to the microwave.

Business

Response:

Emerson has advised this consumer that a full evaluation of their microwave must be conducted in order to determine what is causing the sparking. They've also been advised that 90% of the time its due to grease in the cavity. If 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 evaluation. The 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 completion. If a defect is discovered, a new microwave will be shipped free of charge. If it was negligence, we will not be able to replace the unit and the customer will be responsible for the $40 return shipping charges if they want their original unit returned to them. Emerson has also offered a call tag to pick up their current unit at our expense since the customer believes it is defective. Normally, it is the customer's responsibility to pay the shipping back to Emerson so the evaluation can be performed. We 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 Emerson. If 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# [redacted] and we will provide return instructions. Unfortunately, we cannot guarantee a replacement will be sent until the unit is evaluated.Thank you.?

Consumer

Response:

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 $40 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.

Business

Response:

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.

Review: On the night of July 25, 2013 around 9:00PM, my Emerson MW8999SB microwave ignited itself and begin to burn from the inside while microwaving a Pyrex measuring cup of water for tea. I smelled the smoke and went into the kitchen to find the smoke coming from the microwave. I immediately opened the microwave to stop it from operating and a huge cloud of smoke came out and choked me which resulted in an unpleasant sensation in my lungs for a couple days after. My 6 year old nephew was visiting at the time and I almost didnt make it in time to unplug it before it began to burn which would have resulted in an apartment fire and I'm livid about the entire situation. I even checked the outlet to see if the problem came from there, and the microwave was the only thing plugged in as usual. Everything was in use according to the manufacturers instruction. I regret having to be in this situation at all, but I believe it's best to handle the situation with the company directly with the Revdex.com as a mediator versus taking things to court, so I hope we can come to an agreeance on a resolution for this situation.

Product_Or_Service: MicrowaveDesired Settlement: DesiredSettlementID: Other (requires explanation)

I wish to have them replace the unit.

Business

Response:

Our past experience has found the microwave will only catch fire or smoke if it is not cleaned after each use as is required in the Owner's Manual under CARE INSTRUCTIONS. Any grease or food that is permitted to remain in the cavity will smoke with continued use. If the unit is not cleaned after each use, the manufacturer's warranty has been voided and we will not be able to replace it. There is a reminder label on the inside of the microwave stating it must be cleaned regularly to avoid sparking and fire. If this consumer is sure the unit was wiped clean after each use then Emerson would be very interested in evaluating this unit to determine the cause of the smoke if it is not from food or grease residue. This consumer should contact Emerson at ###-###-#### so we can review our 12 month warranty and arrange an evaluation if, as stated previously, all CARE INSTRUCTIONS were followed. When calling the consumer should have the following available: Model number, serial number and copy of receipt with date of purchase in the last 12 months.

Thank you.

Review: We purchased a Emerson Microwave from [redacted] on July 14. Well the week of Christmas the buttons stopped working. The only way to cook food was to hit the start button which only allowed us to cook in 30 sec intervals. On new Years eve we had a baby so I was unable to file a complaint until we got out of the hospital. So I contact customer service with the problem. 3 or 4 days later they get back to me. In this amount of time all the buttons have stopped working no way to heat anything up. Customer service asks for copy of receipt address and phone number. I email them that and sent the receipt in a different email as I forgot to add attachment. Now bear in mind this is almost 2 weeks after the initial contact and they have made me jump thru some hoops to send them several bits of information. Each response I send takes about 3 days for them to respond back to as well. So they get back to me monday saying I need to cut the cord off the microwave send it back with the owners manual and I would receive a replacement in around a month. When you have a 3 year old and 10 day old new born 1 month without a microwave is not acceptable. I ask if there is a way they can just give us a voucher so we can return it to[redacted] and they said because the receipt was in a different email they would not open another claim. Now I sent the emails about 5 seconds apart. We have already had food that people gave us that has spoiled as we were not able to heat it up and using an oven is an inconvenience because it takes about 30-45 minutes to heat something up. We can't be without a microwave with young kids in the house period and they have been unsympathetic to our needs and will not even try to handle this in a timely manner. I work in retail and our policy is to have all warranty claims settled within 3 days. It has taken them 2 weeks to even tell me it will be another month. I have not had a paycheck in 3.5 years so for us a single income family things are tight.Desired Settlement: At this point if they can't get me a microwave by the weekend I want refunded for the amount we paid since we will have to go out and buy one. I would really like them to pay for the food we have had to spoil but I doubt they care enough about families with one income to do anything like that as it doesn't seem they care enough to get their product taken care of in a timely manner either. We purchased a more expensive microwave when we went with this unit and for it to not even last 5 months is pretty pathetic! I would also like an apology from the company for the hassle they have put us thru and for us not being able to eat food that people brought us since the birth of our second daughter. It really sucks to have to warm up the oven 30 mins ahead of time and use electricity we can't afford to make sure we can eat warm food especially with kids running around the house and all the fun stuff that comes with a newborn

Business

Response:

Unfortunately, this consumer contacted Emerson just after the holidays during the busiest time for returns. We do try to respond immediately to all requests but our response time is a bit delayed at this time of year. Our complete warranty information is printed in each Owner's Manual to speed up the return process and helps to avoid delays. We do apologize for any delay this customer experienced and have made an exception to our standard written warranty policy and will issue a refund to this consumer once the requested parts have been received at our returns facility.

Review: bought a Emerson microwave at Walmart, was defective, retuned it, bought a new one same model and it doesn't work now.. I only had it for 5 months!!!

I bought a Emerson microwave(don't remember date) the microwave was defective.. When I plugged it in and turned on automatically and wouldn't shut off and the door wouldn't open! So we returned it to Walmart where we bought it and a got a new microwave, same model. (Model# MW9339SB) now 5 months later after my microwave has worked perfectly fine it just starting make this loud noise and will not heat up. It's too late to return the microwave due to walmart return policies.. I would like my money back for the microwave. Emerson can take the broken one if they want it to figure out the problem.. But I no longer want this product and I will not ever buy a product from Emerson again.Desired Settlement: I would like a refund for whatever the microwave is worth.

Business

Response:

All Emerson microwaves carry a 12 month Manufacturer's warranty from the date of purchase. The consumer should contact Emerson so we can provide warranty information. Please call ###-###-#### and be sure to have the model number, serial number and copy of your receipt available when you call.

Thank you.

Review: Microwave product started on fire, paint chipping and peeling inside at door and in back of unit inside. Customer service refusing to do anything claiming I did not clean the unit, when in fact it was cleaned daily and diligently.

Product_Or_Service: Emerson Microwave countertop ovenDesired Settlement: DesiredSettlementID: Refund

Full refund of purchase price.

Business

Response:

There are only 2 causes of paint peeling in the cavity- (1)not wiping the unit clean after each and every use with mild detergent and warm water or (2) using a harsh abrasive cleaner when cleaning the cavity. Neither is a defect of the unit but is considered customer neglect for not following the operating instructions written in the Owner's Manual supplied with each and every microwave sold by Emerson Radio. Should the consumer insist the unit was cleaned as stated in the microwave, they can return the unit to Emerson(the consumer must pay the shipping charges)for a full evaluation. Once completed, we will provide a copy of the evaluation report and if found defective, we will replace the unit. However if the unit is found to be neglected as stated above by lack of cleaning or cleaning with a harsh cleaner, it will be the customer's responsibility to pay $40.00 if they want their unit returned to them. They should call our Consumer Affairs ###-###-#### to receive return instructions and the correct address for Evaluation.

Thank you.

Consumer

Response:

I am rejecting this response because:

The paint peeling is a minor issue, and said unit was ONLY ever cleaned with a MILD detergent and warm water with wash cloth. I am not giving said company another DIME, and for the time being am ONLY seeking a full refund. #2 because the REAL issue is the fire that started in said unit due to a faulty panel installed by said company.

Business

Response:

Unfortunately. the paint peeling is not a minor issue as this is the exact cause of the sparking and possibly catching fire of the unit. A large warning sticker is placed by Emerson on the inside of the front door specifically stating: "CAUTION: Microwave ovens require frequent cleaning to avoid food and grease buildup which may cause sparking or arcing. Failure to keep a clean oven may cause a fire hazard and void the warranty."

The paint peeling is the result of the unit not being wiped clean and the grease left in the cavity becoming super heated with continued use. This is what causes the paint to peel.

Again, if the consumer insists the unit was cleaned regularly- they have the option to return it to Emerson for a complete evaluation. If it was found to be cleaned regularly, we will issue a replacement or refund. They must call ###-###-#### for an RA#. However, if we find the unit was not cleaned, we will not be able to replace the unit or issue a refund.

Review: We bought an emerson freezer in nov 2012, we did not plug it in until march 2013. By july 2013 it stopped working and we lost about $200 worth of food. We did not send in he warranty when we bought it so customer service told us to call the store we bought it from. We did that, thay could not help us. Emerson customer service told us to get the print out from my credit card and they would honor that. We did that and they said they couldn't help us. We called back and asked to speak to someone in charge, they took a message and said someone would get back to us. That was the first week of oct. No one has called us back. I just called again and asked to speak to someone in charge and got voice mail. I did leave a message. As you can see, we have been dealing with them for over 2 months and keep getting the run around

Product_or_service: emerson freezerDesired Settlement: DesiredSettlementID: Replacement

We want a replacement Freezer.

Business

Response:

This consumer contacted Emerson Radio on October 15, 2013. This is the first contact we have on this consumer. She stated the unit was purchased in Nov, 2012 and had been calling us for 2 months. We have no record of her calling previously but advised her on 10/15/13 that a receipt would be required in order for us to verify her warranty period. She did not have one and was advised to contact Target for a copy of her receipt. We have had no contact since that call. If this consumer has a copy of her receipt, she should fax it to us at ###-###-#### along with her name, address, phone number, model# and Serial #. She must also list her case # [redacted] on the fax. If she provides a valid receipt showing the unit was purchased in the last 12 months, she can return the unit and Emerson will provide her a new one as our written warranty states. For any questions, she can contact us as ###-###-#### and provide ref# [redacted].

Business

Response:

All Emerson products come with a 12 month written manufacturer warranty where we will repair or replace a consumers unit when the unit is returned with a copy of a valid receipt showing the unit was purchased from an Emerson authorized retailer in the past 12 months. As stated previously, all the customer needs to provide is a copy of their receipt showing the product was purchased in the last 12 months along with their Model #, Serial #, name address and phone number along with Ref# [redacted]. We can then provide return instructions and once the unit is received at an Emerson return facility, we will send a replacement to the consumer. The serial number provided by the consumer when she contacted Emerson shows the unit was purchased more than 12 months ago and no longer covered by warranty. If it was purchased in Nov., 2012 as she stated- the receipt is the only way to verify that it is actually still covered under warranty. The receipt should be faxed to ###-###-#### along with the aforementioned items.

Consumer

Response:

I am rejecting this response because: This company gave us the run around for 2 months, calling Target and waiting for a credit card statement, waiting to hear back from a supervisor. I still have not received a call after specifically asking to speak to someone in charge. I stayed on the line hearing nothing, thinking they hung up, then finally a voice mail was able to be left. Why didn't anyone call me back? Why don"t they back their products? Why did my husband ask to speak to someone in charge in August and not hear anything back? Then wait a couple of weeks because he didn't want to be a jerk and still not hear anything? It is their fault so much time has passed. Pardon me for buying a brand new item while it was on sale, waiting until I needed it to plug it in, then only get a few months out of it. Pardon me for thinking we could buy something for our family and count on the company to back it. Pardon me for not keeping the slip and submitting the warranty because I simply believed the product would work, Shame on you.

Regards,