3 On Your Side

Customer 'heated' over cracked stove

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Monica Dunham had her glass stove crack but says Sears wouldn't honor her extended warranty. (Source: 3TV/CBS 5) Monica Dunham had her glass stove crack but says Sears wouldn't honor her extended warranty. (Source: 3TV/CBS 5)
Dunham says she bought an extended warranty on the stove and thought the crack was covered. (Source: 3TV/CBS 5) Dunham says she bought an extended warranty on the stove and thought the crack was covered. (Source: 3TV/CBS 5)
Dunham says she was even told the cracking was due to the wrong types of pots and pans used on the stove top, even though they were the ones recommended by Kenmore. (Source: 3TV/CBS 5) Dunham says she was even told the cracking was due to the wrong types of pots and pans used on the stove top, even though they were the ones recommended by Kenmore. (Source: 3TV/CBS 5)
After 3 On Your Side got involved, Sears delivered and installed Dunham's new glass top stove at no charge to her. (Source: 3TV/CBS 5) After 3 On Your Side got involved, Sears delivered and installed Dunham's new glass top stove at no charge to her. (Source: 3TV/CBS 5)
(3 ON YOUR SIDE) -

This problem has to do with a Kenmore stove that's just over 1 year old.

When it broke, this consumer says she got pinned with the blame. But that, she says, is not true at all.

Monica Dunham likes to cook. But without a stove, she's resorted to all kinds of clever ways of coming up with meals, including boiling water on her outdoor grill.

“More grilling, more crock pot, trying to serve them healthy meals but it's harder. I need a stove,” Dunham said.

Dunham says she has to cook this way because her Kenmore glass top stove recently stopped working.

That's because the glass top unexpectedly cracked and splintered all different directions.

“I heard that loud pop! The sound of breaking glass is kinda unmistakable," Dunham said. 

The stove was purchased from Sears about a year and a half ago and Dunham even bought an extended warranty.

So, when the glass top cracked, Dunham says she didn't expect any problems getting it repaired or replaced.

However, the repair technician had bad news.

“He comes back and tells me, 'It's not covered, it's user error, you dropped something.' And I said, 'No! I didn't drop anything,'” Dunham said.

Dunham says she was even told the cracking was due to the wrong types of pots and pans used on the stove top, even though they were the ones recommended by Kenmore.

Regardless, she says Sears wouldn't repair or replace the broken stove.

“It is a disappointment. It's a huge letdown. You want to believe in companies and have faith in the system that when you pay that extra money for a 3-year service program that they're going to take care of you.”

3 On Your Side got involved and after Sears looked into the matter, the retailer still implied the damage was caused by Dunham.

In an email, a Sears spokesman writes, "Although accidental damage and/or abuse is not covered by the Master Protection Agreement, as a goodwill gesture, our Kenmore brand is making an exception and will replace her range with a new one..."

And that's exactly what Sears did. Sears delivered and installed Dunham's new glass top stove at no charge to her.

Dunham says she couldn't have done it without 3 On Your Side.

“I'm quite pleased! It wouldn't have happened without you. 3 On Your Side really came through for me!” Dunham said.

I appreciate Sears resolving this issue after it was brought to their attention. By the way, the viewer in that report says the next stove she buys will not be a glass top.

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Copyright 2017 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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