GE PT970SM4SS

SaferProducts.gov consumer incident report 20180402-9539F-1748778. Severity: Incident, No Injury. Product: General Electric PT970SM4SS (Combination microwave and conventional oven (stainless steel)). Incident: The consumer was heating food in the microwave for 2 minutes when she and her husband smelled an electrical burning odor, but we didn't realize where it was coming from. When she attempted to open the microwave 2 minutes later, the door was stuck. It open approximately � inch. She discovered that part of the door was melted and the white paint that is used where the door meets the microwave the plastic on that part of the door meltedon it was burned near the door area. The consumers discontinued use of the microwave. 3/15/2018: She called GE the next day. The rep. told her that this was a safety issue and referred her to Customer Relations. She also said not to use the microwave, but we already knew not to use it. She spoke [REDACTED] (Rep. last name unknown). [REDACTED] said a tech would come out on 3/19/2018. 3/19/2018: A manufacturer's technician came out and took pictures (he actually worked for GE). A couple days later, a rep. called the consumer and offered to give her a unit for $2363.05.00. The consumer said this was a safety issue and it should be replaced the same unit she had. Consumer asked for a supervisor and spoke to [REDACTED] (last name unknown). [REDACTED] asked if the consumer had pictures and she said yes, but also pointed out that the repair technician took pictures of the damaged microwave. [REDACTED] said that they were not submitted to the company. [REDACTED] asked if the consumer would provide pictures and she agreed. She sent in pictures and [REDACTED] said that he would send them to the Engineering Department for review. 3/27/2018: [REDACTED] call