Sharp Microwave Drawer Oven SMD2470AS HORRIBLE

2 years ago

My month and a half old SHARP microwave drawer oven malfunctioned last evening. While cooking potatoes steam spewed out leaving a film on all the finshed wood surrounding it. This was the first time using potato setting. I immediately called LOWES the store where I bought it and the company that installed it. They called SHARP and transferred the call to me. That was the extent of their help.

The SHARP rep was inept. First he could not understand me nor I him. Then he kept putting me on hold for 5 to 10 minutes at a time. He would return and ask a question maybe two and then back on hold. This went on for nearly an hour. I just could not take it any more and during the next HOLD I hung up.

Today I called the store manager of the Lowes store where I bought it and he confirmed that I needed to call SHARP for help. That is their process. So know that going in that Lowes will not help you even though they sold the product to you. And also know SHARP's customer service team is truly inept. One of the questions they asked me was "Where is the microwave oven now? Is it at home?"

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Comments (8)

HU-227031627
2 years ago
last modified: 2 years ago
Time of day might alter what country the customer service rep is located in. So if you called at 4 pm one day, try 9 am next time.

Take pictures and document.

If there is an email contact method, contact them via email. You want to have a record of things. Telephone calls are he said/she said.

Did you purchase this microwave using a credit card? If so, call the credit card company and dispute.
clinresga
2 years ago
It's not clear to me what you thik the problem was--an odd story. Do you think that there is some kind of venting problem--I am not aware that MW typically have any specific vent capability, but maybe drawers do? Do you think it was a sudden burst of excess microwave energy causing your potatoes to explode? Is it a failed door seal that should have contained the steam and, apparently, potato guts from spewing out? Did you forget to poke holes in the potatoes first, leading to the potato conflagration? Just trying to get a better sense of what you think the problem was.
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wdccruise
2 years ago
Did you install the oven flush or proud? If you installed it flush, did you include the required "flush mount deflector vent" which requires the oven to beinstalled differently?

You could file a service request.
dadoes
2 years ago
Hang up and call back if a customer support rep isn't meshing with your needs. Maybe two or three times. You'll probably get different reps each time. Or tell the rep (kindly) that you appreciate and understand that he/she is doing their best to solve your problem but the efforts aren't helping, please pass the call to a supervisor.
Joseph Francis K
Original Author
2 years ago
I tried calling again yesterday and did just that, I asked to speak with a supervisor. When they finally connected me to one he told me my microwave was out of warranty as it was purchased in 2018! He obviously had the wrong information as I purchased this at the end of September. The service from SHARP just keeps getting worse. And I also spoke with Lowes they said unless something happens in the 1st 48 hours the consumer has to deal with the manufacturer.
dadoes
2 years ago
last modified: 2 years ago
Serial numbers are coded for the date of factory production (typically month and year). Did you reference it to the rep per the tag on your unit? Purchase date can be a bit later due to warehouse time and such but surely not 2018 vs. 2023.
wdccruise
2 years ago
"CONSUMER LIMITED WARRANTY*

"Warranty period for this product: One (1) year parts and labor including in-home service. The warranty period continues for an additional four (4) years, for a total of five (5) years, with respect to the magnetron tube in the Product for parts only; labor and service are not provided free of charge for this additional period.

"What to do to obtain service: In-home service is provided for one year from date of purchase. In-home service can be arranged by calling 1-800-BE-SHARP. Be sure to have Proof of Purchase available."

Did you provide the proof of purchase?

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*https://assetserver.net/_assets/sharp%20insight/pdf/smd2470asy-warranty.pdf
jimgomez700
2 years ago
My Sharp convection microwave drawer is a piece of crap and service is abysmal. On my fourth unit in three years and that one is now dead too.