DCS gas stoves and ovens

The reports, as CPSC published them

1. No one hurt

   Made Apr 17, 2020 · , sent to the company Apr 30, 2020 · , published by CPSC May 14, 2020

   The product, in the report: DCS FISHER AND PAYKEL RANGE.

   Introduction: Reading in January issue of [REDACTED] an article “How to Complain Well...” reminded me of how when I complained to Fisher & Paykel who made my DCS stove, they referred me to an authorized repair company, Jersey Coast Appliance, whose technicians made several visits to my home to repair a burner on the stove but actually made it worse and then could not repair it properly. And then, Fisher & Paykel provided an alternate authorized repair company after I complained to them, Jersey Appliance, who ended up repairing it to what they described as the “best that could be done.” I was left with a kind of crippled burner knob. But at least they stopped the gas leak that was not fixed by the first repair company. Details to the best of my memory: We purchased a DCS Stove RDU 33610, dual fuel, self-clean oven Serial #UPP431281 which was delivered on February 20, 2012 costing $5,475.00. The first thing I noticed was the very loud noise when the oven is on. A call to the manufacturer resulted in them telling me it is normal. It is still loud to this day. The second thing began in 2016. The front left burner would not stop clicking when turned on. A call to the manufacturer resulted in receiving the name of an authorized repair company, Jersey Coast Appliance in Toms River, NJ. I called them on June 9 and they sent a technician on June 15 to repair it. He checked the burner and acknowledged the problem, saying it needs a part. I don’t know what he did in examining the burner but after he left we noticed a gas odor. So we didn’t use that burner again and waited 3 months until I called them on September 6 to find out if the part came in. On September 9 the tech returned and acknowledged gas smell and said it was leaking. He said it needed a new valve. By the way, while he was working on my stove, he appeared to not know what he was doing. He was sweating and sparks were flying out of the burner all over the kitchen! I called them again on September 30. They said they couldn’t get the valve. The tech returned on October 5 and tried again to fix it, apparently with a new suddenly materialized valve. I noticed and complained to the Tech that now the knob was pushed in and not turning smoothly. The tech wrote that he straightened the valve stem and acknowledged it was still stiff and left it like that. I called his office to complain speaking with a woman named [REDACTED] who said she would “look at the paperwork and call back on Monday”. On October 7 she called back saying the tech “never touched the knobs” which was not true. My husband called them back asking to speak with a manager. Three days later on October 10, and again on October 17 we were told that the service manager would call. We were fed up. On October 25, we called the manufacturer and spoke with a “[REDACTED]” who gave our information to the Customer Relations Department to complain about their authorized repair company, Jersey Coast. They said they would call Jersey Coast who never did anything about it. We then obtained the name of another authorized repair company, Jersey Appliance, Monroe, NJ. On November 14, 2016 we received a call from their employee, [REDACTED]. We were told that the valve part plus labor would come to $263.58. (We had already paid $139 to Jersey Coast!!!) We were also told that he had to call the manufacturer for information on how to fix the stove! From what I remember I was at some point told that the valve was “obsolete” and that they fixed the stove so that it would not leak gas but nothing could be done to make the knob work smoothly the way it did before and the way the other knobs still do. One of the people at Jersey Appliance, I believe his name may have been “[REDACTED]”, mentioned something about a “bent or dislocated valve” and referred to a Valve #210586. I was told to speak with “[REDACTED]” at the manufacturer. [REDACTED] said he would get a “consultant” to call me. Someone named “[REDACTED]” said she would create a Customer Relations “file” and “rectify” the situation. This went on between the manfacturer and Jersey Appliance for months. On December 5, 2016 we spoke with “[REDACTED]” at Jersey Appliance who said “[REDACTED]” was busy and could not come to the phone. [REDACTED] was supposed to call us to tell us how they were going to rectify the problem. On December 29, we called the manufacturer and spoke with “[REDACTED]” who pulled up the file. She said she saw “[REDACTED]” notes in the file which indicated [REDACTED] is dealing with Jersey Appliance. [REDACTED] put me on hold while she talked to “Tech Support” because she didn’t know who “[REDACTED]” was! [REDACTED] then told me that the file was “closed” because no parts were available. I protested. [REDACTED] then said she would “email [REDACTED]” to give me a “call back.” [REDACTED] said she marked it “urgent.” On January3, 2017 received message [REDACTED] says “wrong part #”. On January 5, 2017 we tried to call her. A “[REDACTED]” answered the phone and transferred me to “Fisher & Peykel Customer Relations Team.” A “[REDACTED]” requested proof of purchase which I emailed to her at the address given me: [REDACTED] with File Ref #[REDACTED] in subject line as requested. We received a reply email with Case #[REDACTED]. On January 16, 2017 a tech from Jersey Appliance installed a part. And we paid $308.78. The knob is no longer pushed in. But it is still a bit stiff. There are no leaks. It is fixed as best as they can do. this is what we were told and we have been living with it. The oven remains loud when in use. The REASON I have written this to you is because [REDACTED] advised me to do so after I commented on their article,”How to Complain Well...”

   Model

   RDU 33610

   Serial number

   UPP431281

   Bought from

   Direct Cabinet Sales

   Bought

   Feb 20, 2015

   Where

   Middletown, New Jersey: Home/Apartment/Condominium

   Who was involved

   Female

   The reporter’s relation to them

   Self

   As this report names them

   Brand DCS, made or sold by Fisher & Paykel Appliances

   How badly, in CPSC’s words

   Incident, No Injury

2. No one hurt

   Made Aug 4, 2019 · , sent to the company Aug 12, 2019 · , published by CPSC Aug 26, 2019

   The product, in the report: DCS RDT-305 30” stainless steel gas range

   We have a DCS RDT-305 gas range. The front-mounted controls for the burners must be firmly pushed in and turned in order to turn on the burner. Despite this, one of our cats managed to turn on a burner today. We think that she activated the burner control knob as she was jumping up or down by using the control knob as a ledge—i.e. pushing off with one of her hind feet. Fortunately, we were in the next room and heard the electronic igniter clicking on the burner, so we were able to immediately turn off the burner with no harm done. However, if we had not been home or if this had been at night, it would have eventually caused the handle of an empty pan on top of the stove to melt and ignite, resulting in a catastrophic kitchen fire.

   Model

   RDT-305

   Serial number

   CYP430337

   Bought from

   Kelly’s Home Center, Oregon

   Bought

   Aug 2, 2010, about then

   Where

   Salem, Oregon: Home/Apartment/Condominium

   Who was involved

   Age 51, Male

   The reporter’s relation to them

   Self

   As this report names them

   Brand DCS, made or sold by Fisher & Paykel Appliances

   How badly, in CPSC’s words

   Incident, No Injury

3. Seen by a doctor or nurse

   Made Jan 13, 2016 · , sent to the company Jan 22, 2016 · , published by CPSC Feb 10, 2016

   The product, in the report: DCS model DCS-RG-486GD “professional” gas stove

   First, I’m a family physician and volunteer firefighter trained in responding to carbon monoxide emergencies. So I want to relay a significant carbon monoxide event that I believe is related to flawed design of a DCS model DCS-RG-486GD stove.

   On Wednesday January 6th, I had a dinner party with about a dozen guests. I was using several large pots to boil lobsters on the stove. The hood was turned on and is properly vented to the outside. After about 10-15 minutes, my home carbon monoxide alarms started going off. As a firefighter and physician, I promptly turned off the stove and opened several doors and moved to clear air. After several minutes, the alarms went off. Later that night I experienced symptoms of carbon monoxide poisoning, including headache, nausea, severe dizziness, and slurred speech/confusion. A few of my guests reported milder but similar symptoms.

   Several days later, I used a professional “multigas” detector from our fire station to do some testing. The gas detector was calibrated and can detect CO levels as low as 1-2 ppm. With the oven and stove burners on full blast with either no pots, or with small pots, there was no detectible carbon monoxide. However as soon as I placed a large pot on the burner, the carbon monoxide alarm immediately spikes to 100-200 ppm and starts alarming.

   The problem is inherent to the stove design. Because of the tight drip plate and narrow openings in the grate, a large bottom pot prevents air and oxygen from entering the burner. The result is a mixture that is too “rich” (more fuel than air), which results in incomplete combustion, and significant levels of carbon monoxide.

   I have checked the manual. There are no warnings about using large pots creating risk of carbon monoxide. This stove is marketed as a “professional” stove and the grates are designed to support large pots. Unfortunately they don’t allow adequate airflow in these circumstances.

   Model

   DCS-RG-486GD

   Serial number

   01G12163C

   Where

   Jackson, Wyoming: Home/Apartment/Condominium

   Who was involved

   Age 42, Male

   The reporter’s relation to them

   Unspecified

   As this report names them

   Brand DCS, made or sold by Fisher & Paykel Appliances

   How badly, in CPSC’s words

   Injury, Seen by Medical Professional

4. No one hurt

   Made Oct 25, 2011 · , sent to the company Dec 19, 2011 · , published by CPSC Jan 4, 2012

   The product, in the report: Gas Range

   Caller’s have been trying to obtain some relief for problems with their gas range through Consumer Protection via the Vermont Attorney General’s Office but were finally referred to CPSC to report trouble with the broiler/oven.

   Around September 11, 2011 caller’s were preparing to cook, the oven/broiler did not heat properly so they decided to turn it off, however it would not turn off so caller went to the Propane Tank and turned it off. Two independent technicians have verified that the safety valves have failed.

   Callers have had switch to oven/broiler disabled so that they can use the burners which is very inconvenient, caller states that they still at times smell gas. Advised caller that use of range in this case could be very dangerous.

   Caller believes this to be a severe safety hazard, would not like to have the same part as a previous one, he would like a replacement at manufacturer expense.

   Model

   RGS-366SS-L

   Serial number

   03G52336C

   Bought from

   Coco Plum Appliances

   Bought

   Feb 15, 2004, about then

   Where

   Stockbridge, Vermont: Home/Apartment/Condominium

   Who was involved

   Unspecified

   The reporter’s relation to them

   Unspecified

   As this report names them

   Brand DCS, made or sold by Fisher & Paykel Appliances

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources