7 On Your Side helps couple get oven repaired

SOUTH SAN FRANCSICO (KGO) -- It seems every time you buy an appliance, you are faced with the question: Do you want the extended warranty?

One couple was offered a warranty, but this time it was after their oven broke down.

It seemed like a good idea to buy the warranty because they were told a technician would fix the oven or at least that's how it was supposed to work. "I started smelling something," Jane Ramon said.

That was the beginning of a five month ordeal for Jane and Al Ramon of South San Francisco. "It was a brand new microwave," Al said.

Jane was warming a cup of coffee when the microwave suddenly stopped working. "There was smoke and a smell of something burning," Jane said.

The one year warranty had just expired, so Al called Frigidaire. "They said well we're going to offer you an extended warranty," Al said.

So, Al bought the warranty for $131 and Frigidaire sent out a technician. "Two fellas came out and they couldn't fix it," he said.

The technicians tried again, but still didn't have any luck. "This went on five to six times," Al said.

The company kept setting up service calls, but nothing worked. The warranty does have a No Lemon Guarantee clause after four repairs to the same part it will replace the oven.

However, Frigidaire said all those service calls only counted as one repair. "And I would have to go through the exercise again and by that time I was getting frustrated," Al said.

"It's really time we need to stop this. Let's just try to get our money back for the extended warranty," Jane said.

The couple contacted 7 On Your Side and we contacted Frigidaire's warranty company -- Electrolux. And it came through with a new oven and released a statement saying: "We were pleased to resolve Mr. Ramon's concerns and always recommend that consumers contact our customer service team if they are experiencing an issue with their product."

Now, the couple no longer gets anymore visits and Jane can heat up her coffee again.