How A Frustrated Consumer Became A Happy One

Like a lot of people, Rebbecca of Yorktown, Ind., bought a top-of-the-line appliance thinking she was buying quality and durability, only to quickly become disappointed in the quality. But unlike most people, Rebbecca figured out a solution.

It started in 2005 when she purchased a Jenn-Air wall oven, model JMW9530DAS, and quickly discovered it had faulty door hinges.

“The door never shut properly, took forever to heat-up, and the door actually fell off 3 or 4 times,” Rebbecca told ConsumerAffairs.com. “When this occurred in November 2010, I was told by the company that they no longer made the hinges for this specific model, but I could probably order hinges for the model that replaced mine!”

Just replace it

She said she tried that, but it didn't work. She had become frustrated and was thinking about replacing the oven.

“A friend suggested we Google the problem and try to find another supplier for hinges,” she said. “We found The Appliance Zone and ordered 2 hinge sets (the hinge and bracket). The cost of the two sets was $63.00, plus tax and delivery. It is a Whirlpool part, #12002489.”

With the help of a friend, she replaced the hinges and brackets on the oven in about an hour.

“When removing the old hinges, I could tell that the springs were stretched and badly worn,” she said. “I doubt they were ever very effective, because now, with the new hinge set, the door closes better than it ever has. It has a tight close, it has enough tension to hold itself in the part-open position. It pre-heats very quickly, and cooks so well. I don't remember this oven ever performing like this!”

Take-away lesson

Note to Jenn-Air: a high quality product was diminished by a cheap part. Fortunately, a determined and clever consumer overcame it.

“I hope I can help someone else with their Jenn-Air wall oven,” Rebbecca said.

She probably just did.