Frigidaire Customer Service / Problem Resolution unresponsive

Oven glass spontaneously exploded I bought this range approximately three years ago. We take excellent care of our appliances and since there is only the two of us, we do not use the oven as much as a family would. On 6/13/21 I was baking a pizza at 375 degrees in the oven. I had just looked into the oven through the glass to check on the pizza. I turned away and went to the sink when I heard an explosion and felt something hit me in the legs. I looked and the outside tempered glass of the oven door had exploded and shattered.

There were not any previous damage, cracks, dings, or strikes on the glass prior to this occurrence. Glass went all over our cat, who was app. Two feet from the oven eating her dinner. She was not injured but did have glass all in her fur. We found glass as far as 8 ft away. I called Frigidaire customer service first thing this morning and was told that there weren’t any previous complaints on this type of occurrence nor were there any recalls so the best she could do was give me a discount on the replacement glass and send a tech out to install it at my expense.

I asked to speak to a manager at this point and was eventually sent to a problem resolution specialist who basically told me the same thing. It was obvious they were following a script, and were only there to deflect any sort of complaint and simply offer the bare minimum. In fact when I told them that it was lucky that no one had their face near the glass and that there would have been a totally different conversation of myself or one of my family members such as my granddaughter had the glass explode in their face resulting in permanent injury the problem resolution person agrees that then the liability department would have handled it and since this was a hypothetical situation (even though I had just had my face in front of the glass no more than three minutes prior to the explosion of glass) there was nothing else they could offer.

I told her that it was unreasonable and poor service on the part of Frigidaire to not offer at minimum the replacement part and installation for free due to the circumstances. This situation is not like an electrical issue, or an element going out. This was obviously a flaw in the glass that finally gave out. She said flaws would show up in one to two years of service. I said that might be for someone who used their oven much more than we do. I am absolutely disappointed, not in the ladies I spoke to as they are only doing their job, but in the overall response to this situation. I have purchased Frigidaire appliances in the past and will no longer purchase any nor will I recommend them.

I asked the last lady in problem resolution for her manager and she said they weren’t available and would call me in one or two business days. This is also totally unacceptable. I am beyond disappointed and frustrated. Something that could have been resolved easily by sending glass free of charge and installing free of charge that would have made for a happy lifetime customer who would spread the word to other potential customers instead created a frustrated, unhappy customer who will never buy another Frigidaire or Electrolux product