7 On Your Side: Woman gets new $4,000 oven after older version fails

MILLBRAE, Calif. (KGO) -- Choosing a major appliance can be one of the most daunting decisions.

A woman from Millbrae did weeks of research before she settled on an expensive oven. She decided on a high-end chef's oven that had all the bells and whistles. It also had a few problems. After years of trying to make it work, she came to 7 On Your Side for help.

Deanna Stauffer loved all the ways she could use her new Dacor oven.

"It did convection bake, it did convection roast, it had dual fuel," Stauffer said. It was worth every penny, at least for the first six months. "But then it started breaking down," she said.

First it was the enamel peeling off inside. "I'm wiping it out and I'm seeing enamel chips and they said there's nothing we can do," Stauffer said.

A few months later, the oven stopped heating up.

It cost $500 to fix, but a year later it broke again. This time Dacor sent her new parts -- but she had to pay for a technician. "Now we're up to probably almost $1,000 or more," she said.

The final blow came last Christmas. "I have family members coming to my house for dinner and friends," she said. Of course, just before the party, the oven stopped working.

Stauffer showed the problem. She turned the oven on high, then stuck her hand right under the broiler.

"It's on, but there's no heat," she said. The estimate to fix it was $1,300.

"What am I going to do? I have a $4,000 stove here they won't take back and they won't give me a new one," she said.

She contacted 7 On Your Side and we asked Dacor to help her out. And after years of problems with this oven, Dacor agreed to give her a new one.

Dacor said, "Every customer is important to us and we look at every situation on a case-by-case basis. We encourage customers to call customer service with concerns and we are pleased that this case has been resolved."

The first thing she'll cook is a 10-pound rib roast.

Dacor did have to pay $800 for delivery and installation of that new oven, but she's happy. The oven retails for about $4,000.