SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20230126-15432-2147351158. Severity: Incident, No Injury. Product: THOR KITCHEN TGC3601 (TGC3601212481 THOR COOK TOP 36 inch Gas). Incident: HI My name is [REDACTED] and I purchased a cooktop from BESTBUY.com in September 2022 with a serial number �[REDACTED]� . After a week of using, the burners failed to fire the ignition spark , causing the gas to leak all over. In the link is the video of that behavior�[REDACTED] � . I contacted THOR Customer Support via phone/email on September Fri, Sep 23, 2022 and THOR assigned a Technician name "[REDACTED]" and their phone # is [REDACTED]. The Technicians arrived on November 3rd for the first time and tried to fix the cooktop. They dismantled the cooktop and tried to fix the issue. They found the parts could be defective and called THOR and ordered a few parts. Once the parts arrived, they came back on Nov 28, 2002 and tried to fix again with the new parts. However the burners still fail to ignite and still causing dangerous levels of gas leakage again and causing health and lung issues when being close to it. The technician called Thor and provided them an update saying that the cooktop is defective and needs to be replaced. ?After following up with THOR multiple times over phone and email, they assigned me a new technician called �[REDACTED]� and his number is �?[REDACTED]?�. He arrived on January 25th 2023 and tried all day to fix it and eventually failed, despite bringing THOR TECHNICAL Team on his call. I was told today January 26th by �[REDACTED]� that the cooktop is defective and needs to be replaced. ?The product is under 2 year warranty and the company THOR failed to provide me solution and fix for this dangerous and faulty cooktop. This is causing health issue