SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20170301-4AF4D-2147405585. Severity: Incident, No Injury. Matched catalog product: Samsung Samsung Galaxy Tab 4 Model SM-T230NU. Source model text: FTQ387LWGX. Incident: On the morning of 2/27/2017, I was cooking bacon inside my Samsung oven range for,about 10-15 minutes. Once the bacon was cooked, I had shut off the unit, but within 10 minutes I started smelling a wierd smell and then noticed smoke,coming from the top of the unit. The insulation under the glasstop of the samsung oven range somehow caught fire and caused smoke throughout our home that led us to feel dizzy and nauseated. We reported the product safety issue to Samsung support and they sent out a technician on 3/1/2017. Samsung escalation ticket # is [REDACTED]. Upon inspection by the onsite technician, he could see that the fire started under the glasstop in the insulation; however, a samsung tech support person he called in over the phone later overrode his diagnosis and indicated it was a due to a cosmetic issue inside the over range and that they would not repair or replace. The diagnosis from the tech over the phone (I remind you: done remotely over the phone) was incorrect and conflicted with what the onsite technician saw. This was a product safety iasue that caused mental and emotional distress to me and my wife, not to mention we inhaled smoke and had to call the local fire department. Samsung has improperly diagnosed the issue and has denied responsibility.