Me, I'd make the seller fix it. They have a stainless steel repair fix kit....let THEM do it. Link It's a labor intensive job...and not fun to do. I'm sorry your going through this...I wish it had arrived in perfect shape with nice caring installers to help you. PS...I love my wolf. Once things smooth out, you'll get years of exceptional use out of it. I applaud your choice in appliances.

UGH, so sorry!🤬 No way would I accept that scratch on a brand new Wolf. So the appliance store people delivered and installed, not Wolf people? If so, maybe talk to the Wolf people when they come. They might have ways that will make the scratch disappear.🤷‍♀️ If so, you want to be sure the scratch doesn’t reappear. Bottom line for me would be a replacement that’s scratch free! Keep us posted!

maybe they can just replace the door?

^^^ Exactly. I wouldnt’t try to negotiate money, just insist on a new door..

But whar happened? Who started the burn-off prior to taking off the film?

at that price, i would demand a whole new range. magically covering up the scratch doesn't assure you that whatever they did wouldn't wear off with time. settling for a new door...if the door isn't meant to be removed for such a thing as giving it a good clean, what assurance do you have that it'll fit properly?

Stainless steel is easily refinished. I'm sure I could make that disappear.

"So the appliance store people delivered and installed, not Wolf people?"

That is correct. I'm still waiting for a call back from appliance store manager, I spoke with him shortly after the installers left and sent pics -- I want reimbursement for the fee I have to pay the Wolf people to get it installed properly, and IDK what he's going to do about the scratch, the conversation never got that far.

"Who started the burn-off prior to taking off the film?"

I'm the one who had to get the thing all cleaned up, residue, stickers, debris and all. I cleaned it inside and out before the burn-off.

As shown in the diagram, the door skin, part #20, can be replaced.

“I cleaned it inside and out before the burn-off.”

Gotcha. You mentioned coming to room temperature so I incorrectly assumed you meant from hot. Anyway I’d go under the hopefully safe assumption this will be handled to your satisfaction one way or another. Frustrating, but no sense getting upset at this point.

At a minimum, I would demand a new door, installed by Wolfe pros with proper warranty documentation or a whole new range. No amount of money would make me happy.

I'm so sorry that you have had this experience. What a disappointment!

Porkchop, you are tired and disappointed and its been a rough day.

Get some rest tonight, and i think in the morning you will agree you should not settle for less than you paid. That's a considerable amount for a stove.

A discount or partial refund will not make you happy in the long run. I'm still not sure why the clean up and final unpackaging was up to you to do yourself.

The vendor you purchased from should have made the arrangements for the correct installation to begin with. I'm so sorry for your experience!

If I had spent $9,000 on something that the installers put a big scratch right on the front while they were screwing up the installation, I would be livid. At the very least I would want a new door installed by someone who knew what they were doing.

After you have a good night’s rest, give Wolf a call and let them know what has happened so that perhaps the installers they send could also bring a new door and install that at the same time.

Send the info and pics to Wolf and ask them to be ready with a solution when they come for their scheduled appointment. The object is to give them the most efficient opportunity to rectify the defect. And be done.

Often when suppliers can't/won't repair/replace something properly, an appeal to the corporate offices gets quick results. They don't want people furious/disappointed in their product.

Wolf customer support is very accommodating. When my retailer installed my cooktop, they scratched it. They got a replacement from Wolf which was installed the next day. A few years later, I burnt the red knobs on the cooktop. I called retailer and asked where I could get them replaced. They had me call Wolf and they just shipped out another set. No charge, even though I acknowledged it was my fault.

I think you've gotten good advice here. Just as an additional thought on the matter, Wolf is not sold by every appliance dealer .... which means the appliance store should be exceptionally responsive . I would definitely let Wolf know and think the suggestion of notifying them so it can all be corrected at once makes sense.. The appliance store should be jumping through hoops so to speak if they want to continue being a Wolf dealer, and Wolf wants delghted customers at that price point.

I agree with wdccruise that the door skin #20 should be replaced. The appliance store should be able to take care of this.

Since the finish is brushed stainless steel, a metal shop should be able to repair the scratch, if it is not too deep, but the store should do this if they do not replace the door skin.

That's a 20 minute fix that will never be noticeable.

There's no need for any compensation or replacement. That is not a giant dent. It's a simple scratch. And you will do far worse over it's life.

BTW, you do have to pay for white glove service. It's not free. DIYing that bit to save a buck is pretty shortsighted way to trip over dollars picking up dimes.

$0. That isn't a big deal. At all. Holding your hand out IS a big deal though. Cringe.

porkchop, do let us know the outcome!

“And you will do far worse over it's life.”

Would you buy a brand new car with door dings and chips on the hood because, well, it's bound to happen anyway? Without expecting a discount?

My fridge recently came with a cosmetic dent in the case. They alerted me before they even brought it in the house, offering me a choice of replacement or 25% off. For a hidden dent I took the latter.

I certainly wouldn't expect a new range, but I'd expect reasonable accommodation such as a new door or skin. My SubZero is 25 years old and isn't scratched that badly.

It it can be easily rectified as several who are knowledgeable have suggested, then that's great. I still think or $9,000 it should start out perfect or be made perfect.

I would mention it and see what they offer to do in response. It is not a hill I would die on. This is a kitchen appliance, not a precious gem or Old Master painting. Scratches are guaranteed.

Curious how much Mr Corlett would charge for that and if he does Cybertrucks.

"Curious how much Mr Corlett would charge for that and if he does Cybertrucks."

Before I retired, I had a $750.00 minimum charge. Sometimes if you were on the way to another job and you had cash, I'd send a guy by for less; maybe half. Always customer satisfaction guarantee or you paid nothing.

I've never tried a Cybertruck, but if I could get the dings out of stainless steel appliance doors, I'd be richer than Musk.

"That isn't a big deal. At all. Holding your hand out IS a big deal though. Cringe."

Oh yes this is a big deal. I expect what I paid for to arrive undamaged. If *I* scratched it, that's one thing. It's a completely different thing that this appliance arrived at my house with a significant scratch on it right out of the box. Getting a purchase delivered undamaged is not "white glove service" -- that is a requirement. This pretty much sums it up:

"Would you buy a brand new car with door dings and chips on the hood because, well, it's bound to happen anyway? Without expecting a discount?"

So THEY need to make it right. Not me. How they will do that IDK. I drove over to the appliance store this morning to talk to the salesperson face-to-face, because there's still the installation issue looming large (it's not installed correctly and now Wolf has to come out to make it right, which I have to pay for). The salesperson needs to run solutions by the manager, so rectification of everything is still pending (the "big guy" manager isn't in today).

There is another issue with the range that I'm very upset about that I don't want to get into right now because they may not be able to do anything about it. But reimbursing me for a botched installation and repairing or compensating me for the large, noticeable scratch is something they should do.

“I expect what I paid for to arrive undamaged. If *I* scratched it, that's one thing.”

Completely agree!

I don’t buy appliances in that price range, so maybe it is just me. But taking off that blue film and labels to me is like unwrapping an exciting new package. A Pain in the butt, but exciting to have a new appliance. Especially if it has any bells and whistles my old appliance did not have.

I would contact wolf directly. I know Bosch has a cosmestic defect warrenty for some period of time after install. My daughter had a finish issue on one of her handles and Bosch replaced that under that warranty. I am sure Wolf will take care of the scratch in some manner either replace the skin or get you a new range - it may be your choice. I have 3 of their app;liances and any call to them has been a good experience although non were warranty items - after almost 10 years not one issue with my fridge/freezer/induction cooktop. I totally agree that you should express your concerns about how your appliance dealter has handled your purchase. Did you pay for the appliance store install on a credit card that you can dispute the charges on?

I wish you luck on getting this resolved! This would be totally unacceptable to me! I don't care if you paid $100 for the thing, you paid for a brand new stove without scratches and dents! We got a new fridge a while back and it was not leveled and the door was not level either upon delivery and set-up. We called the company and within a couple of days, they had their repair guy out to fix that for us! That's how a company should operate! It should be delivered with 100% satisfaction! Not delivering you some scratched up POS stove! Money off is not the resolution, that scratch is unacceptable at any price much less an expensive $9000 stove! Personally, I'd have probably been livid...just sayin'!

I don't know why there are people coming here saying that it's no big deal? Very odd! It is a big deal and this story is making ME MAD and it's not even my stove! :O

Bad thing is it's the weekend now so I guess you will have to wait even longer to get answers :(

"Did you pay for the appliance store install on a credit card that you can dispute the charges on?"

Credit card. I'll see what the store does for me -- it might take a few days to get an answer, but I do have to give them a chance to make things right before elevating the situation to Wolf corporate.

None of the appliances that I have bought new have any scratches like that on them, and so I do not agree that one should accept that scratches will always happen.

The one exception is a refrigerator that I bought at Best Buy with a small dent already in it, and that had a 30% discount. It was for my garage, and so I was less concerned about cosmetic appearance. However, I do not want my house to look like a demolition derby.

From the thread you posted about using a paper towel under your pan - you updated it today with your resolution of the installation issue. That’s great - I’m glad that got resolved for you and that Wolf did not charge you. Did you show him the scratch on the door?

Many companies have outlets which sell imperfects and seconds and customer returns. If the scratch came from the company that way, that is where it should have been sold. If the carrier scratched it they should br responsible for replacing it and selling the scratched one for whatever they can get. I think a scratch like that is a big deal (unless you buy from an outlet which was not the case here from the info provided).

I'd want a door skin.

That stainless has a specific grain to it and I would not trust someone to be able to match that with a repair kit. Having grain not match on stainless might end up being as distracting as the scratch.

And yes - the Wolf cerified folks should do the swap.

porkchop, have you gotten any sort of resolution about this scratched up door? Are they going to put a new door on it or what are they going to do? Is this stove the same as the Induction cook top this is buzzing or are they two separate appliances?

Update: The Wolf guy came out to remedy the installation issue and discovered that the appliance store installers wired the stove connections wrong. *!&^%! He resolved that issue and got it all installed properly, but the buzzing is still loud. He used his own test pans to test, which sounded about as loud as mine -- he said it is normal but is having the Wolf service unit come out to check things, since it's not his area of expertise. Wolf didn't charge me for the installation visit since the appliance store really screwed up, so at least I don't have to argue with the store to get my money back on that. The scratch must have been very superficial because it was able to be buffed out, so that's taken care of, too. Now it's just the buzzing, waiting on the Wolf techs for that, they're coming out next week.