SaferProducts incident

Failure type

Electrical shock / short

Incident narrative

SaferProducts.gov consumer incident report 20240130-BE68C-2147341361. Severity: Incident, No Injury. Product: Rotimatic ZM82212CAB24D (Rotimatic is a bread making machine sold across USA made in Singapore. My Order number is [REDACTED]. My order included these items. Dispenser Cleaning Solution -1 Roti Basket -1 Extended Protection Plan - ([REDACTED]) - Paid $399 Rotimatic Plus - Model/Machine Number (ZM82212CAB24D) - Paid $1524). Incident: In April 2023 i bought brand new Rotimatic Plus bread making machine through https://rotimatic.com/ website with 3 years extended warranty. The day i received this product it did not want to start. Hence i contacted the customer service department after 1 month of going back and forth in troubleshooting remotely as they do not have office in USA and this product is made in Singapore for customers located in USA they do everything remotely. After the troubleshooting the machine made bread with lots of flour wastage. I used the recommended flour, water, oil and settings nothing was out of the rule book. Hence every month i had atleast 2 calls with them to fix the issue until one fine day on Dec 29th 2023 the bread came out with a metal screw. I was making the bread for my baby seeing the screw i was shocked. Hence i contacted them. Firstly they were not ready to support later after daily calls for 15-20 days they responded with a video call and it was noticed 4-5 screws were missing from the machine. Screws were missing from the VT, Sweeper and Roti rolling system. But when the bread came out just one screw came out with it which means the metal debris was present in the breads i made in the past and fed my family including my baby who was 8 months old at that time. But she's been eating bread since she was 6.5 months. After 1 week of fighting and arguing they finally agreed to send me a replacement. The replacement came last week and when i opened it i noticed it was broken as well. I have been contacting them since and till now d