ComplaintsforSharp Electronics Corp

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the Double wall oven online February 28, 2024. Paid for delivery and installation, which both happened on March 26, 2024. On March 27, 2024, the top oven started squealing so loud, no one in the house could hear each other. Turned it off, but it kept squealing for 5 to 10 minutes. Called Sharp, and they say they won't send anyone to repair, but will replace it. But I would have to find someone to install it, and pay for it. They said they would reimburse, but only up to $200. I paid $524 to ****** to have it installed the first time. Plus now I would have to find someone else to install since it's not being replaced by ******, but why is that my responsibility? I didn't send myself a defective oven. We would either like this brand new one we purchased repaired, or if they must send a new one, pay for the delivery and installation.

  Business response

  04/22/2024

  We offered the customer a new unit due to no servicers in the area. Installation is not covered under warranty but as a courtesy we offer assistance. The delivery is completely covered by Sharp. We will contact the customer to discuss further.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2006 I purchased 20 Sharp solar panels with a 25 year limited warranty. In 2022 I noticed a decline in production. It wasnt dramatic so I attributed it to age and more rain that year.In ******************************************* February 2024 I hired local solar company to clean and inspect the panels. They reported all 20 panels were damaged and could not be repaired.I contacted Sharps customer service department and received a case number *******. I forwarded pictures of the panels showing the damage, pictures of two ends of the panels showing Sharp as the manufacturer, its address and the serial number, along with the original purchase contract and electric bills showing the decline.The case was handled by **************** at ************.What I had sent wasnt good enough. He wanted pictures of the ends of all 20 panels and from different angels of the panel surfaces. It cost me an additional $300 but I complied.Not good enough. He wanted a different sort of the pictures. I complied. Not good enough.He sent me more requests. This was too much. It was clear he didnt intend to honor the warranty. I asked for his supervisor, he refused. I went to another area of the *************************** and asked to be transferred. I was refused.I found a number for Sharp headquarters in **********. I called and was given two options, ************ or the operator. The ************************************************************** back to Hansel. The other was a voice mail on which I left a message. No response.I purchased these panels in good faith based on Sharps reputation for quality and customer service at that time. Please get me in touch with someone in authority who will deal with me in good faith.Thank you.

  Business response

  03/18/2024

  We contacted the customer and clarified the reason for the delay in approving the claim. The customer stated the servicer collected the needed information and assumed it was provided to Sharp. We reached out to the servicer to request the missing information and are waiting for the servicer. A voicemail was left to the servicer on Thursday following up on the requested information. We will continue to follow up with the servicer on this needed information to assist the customer. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 60 Sharp ******** a few years ago when I returned from my Army deployment and have had consistent issues. As soon as we bought it, I realized it was never able to connect to the WiFi. Online articles stated that it was likely acting as its own interference and therefore we were never able to use the smart features. I decided to ignore this since we have a cable provider with all of those features. However, after around 3 years - the ** is no longer working at all. Weve had some minor issues where it might take turning it off and on and navigating through the inputs to get back to our cable provider, but yesterday morning it refused to turn on at all. Ive tried all the troubleshooting (unplugging for 60 seconds, holding the power button for 15 seconds, etc etc) but nothing has worked. Plugging it back in brings the red light back by the power button, but when I push it - nothing happens except the button disappearing. This appears to be a screen failure, which feels ridiculous. This is an over $800 ** that failed after 3 years, but theres nothing I can do because its past the 1 year warranty? Weve done nothing to it, and it even still has some tape on the corners! It was mounted and not touched since. Our kids watch some ** in the morning, but are out most of the day, and then we watch shows at night. Nothing excessive!Is this a standard for Sharp **s? To have their screens burn out after 3 years? And now Im told that a technician cant do anything, and its not worth trying to repair! Thats another $800+ to purchase a new **! This feels wrong. I understand the warranty is only 1 year, but products that fail just outside of warranty and are that expensive feels like a scam. I would like Sharp to help me replace the ** or provide some sort of compensation - otherwise we will never be purchasing a Sharp product again, and will share this story with as many people as possible to warn them about the sub-standard product.

  Business response

  03/05/2024

  We do apologize for this. The number listed on the complaint is not a valid number so we are unable to contact the customer via phone. We have emailed the customer requesting additional information. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/12/23 I bought an SMD2489E 24" Microwave Drawer for $1399.99 plus tax. It was delivered to me on 10/6/23 and installed by my contractor doing the kitchen remodel on 12/23/23. We purchased this item from Pacific Sales of ******** along with several other applicances spending approximately $10,000.00. I bring this up because for this kind of money I would expect some customer care if things go wrong. We began using appliances just after Christmas. Upon using the microwave we noticed condensation on the glass door covering more than 50% of the door with each use. We thought it was something to wipe off but realized the condensation was within the glass panes. We called Pacific Sales and were told that we must call Sharp as we did not buy extended warranty. We called Sharp and they scheduled a technician to come 1/10/24. Two days before the appointment ***** at Sharp called to cancell this appoiintment and said the condensaation was normal and we asked him to email this in writing but he did not. We then decided to go in person to Pacific Sales and ask for help in resolving this issue on 1/13/24. Spoke with ****** at P.S. and he is the Experience Manager. ****** emailed asking a ********************* Rep to contact Sharp asking them to reschedule or provide info re the condensationn. ****** was to call my husband (*****) 1/16/24 with status. He had Dabra call, she is Pacific Sales Rep reporting to ******. She had ***** explain the same info to her as he told ******. She agreed with us and apologized and said she would look into it. When she called ***** back, she transferred ***** to **** at Sharp and ***** once again explained the issue. ***************** ***** the paragraph onn page 7 of the operating manual which we had already read and had in front of us. **** explained condensation is normal and to wipe it down. ***** explained it cannot be wiped down as it appears between the 2 glass panels of the door. When ***** requested a technician to come take care of it, **** said, if he scheduled an appointment, the tech will again cancel and ***** who is running your company, the Technician? Then **** said he would escalate the case and to to so that we should send them photos of the condensation process and a clear explanation and he assigned case #*******. We emailed photos/with case # and explanation on 1/14/24. Monday 1/15/24 we received acknowledgment email from ****** at Sharp asking more questions and then that they are evaluating our case. He asked if the ventilation is correct and another question which did not make sense. We immediately responded and said the ventilation is correct and that we use it for heating as well as cooking frozen foods from 1 - 5 minutes of use. I asked if it wouldn't be easier to send a qualified technichian or replace this new produt that has been malfunctioning with a new one. I was told they have to send a technician three times and if the issue is not resolved then that they would evaluate how to resolve. So, the technician came...he found there was a part missing (the * shaped plate that goes on the side) He ordered it and then came back to install it. Condensation problem was the same so he on another visit ordered another part and installed (this time it was part of the door) I said to him I was concerned using this microwave because obviously it is leaking...he advised me to not stand directly in front of it when using it...IMAGINE THIS RESPONSE! The new part on the door did not do anything and it is still causing a lot of condensation between the door panels so cannot be wiped away. Over time this condensation will cause a dark stain on this very expensive microwave and we are not wanting to keep this as we feel it is defective and they should replace it. Since the technician came the last time, I have been in touch with at least 6 other people at Sharp. They are difficult to understand at times and live in other parts of the world. Today, 2/16/24 I spoke with three different people because when I called I was told that the condensation is normal and was read the paragraph on page 7 telling us to just wipe it off so you see we were looped back to the beginning as this is how it all started. When I explain it is between the two panes of the door there is no comment but they read the paragraph to me again. I spoke with Pacific Sales also today and was told there is nothing they can do as I did not purchase the extended warranty and that I have a one year warranty with Sharp. I am requesting that they exchange this defective microwave for a new one that works properly. I have the first names of at least 10 different people from Sharp whom I have had to explain these details to only to get an explanation by reading me that paragraph on page 7 of the manual. They are unable to correct the condensation happening within the door and so keep responding as if it is on the inside of the microwave and can be wiped off.

  Business response

  02/26/2024

  We do apologize for the inconvenience and this experience. We will contact the customer to arrange service to completely change the door to resolve the condensation issue. 

  Customer response

  02/26/2024

  
  Complaint: 21305805
  
  I am rejecting this response because:

  The manufacturer has sent a technition three times to my house to try and fix the problem. on one visit he took the door apart and put a new inside half of the door in. This did not fix the problem that the microwave is defective. I was told to allow them three attempts to fix it and if not resolved they would address the replacement. I have done this. I now want a replacement of a new drawer microwave same as I have purchased that works properly. Please also note the spring-loaded control panel does not open properly without several trys when I want to use the microwave so I cannot always use it. 
  
  
  
  Regards,

  
  
  ***************************

  Business response

  02/28/2024

  We have contacted the customer on 2/27 and offered a replacement, which was accepted. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a drawer microwave from Sharp that was installed in 2020. I had a recent microwave fire which resulted in part of the front of the drawer melting. It would be a very simple change out that I could clearly do myself. I contacted the company to inquire about purchasing a replacement part. Sharp informed me that they will not sell parts to consumers. They have what appears to be an exclusive agreements with "technicians," whom the consumer has to pay to come to their house. I was advised by the Sharp representative, the technicians have an app where they can purchase parts from Sharp. However, Sharp refuses to allow consumers direct access to parts. By the time I pay a technician and purchase the part, it will be cheaper to buy a whole new microwave, which is wasteful and bad for the environment.

  Business response

  02/15/2024

  We do apologize about this however, we can only sell accessories to customers. Any internal or mechanical parts must be replaced by a licensed technician. We did refer the customer to a local servicer for assistance with replacing the part(s). The customer can also contact a parts distributor. 

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  All I need is a new drawer. You pull one drawer out and put the new drawer in. I do not need a technician. This is not rocket science. It's not even microwave science. It is a scam though.
  
  Regards,
  ****** **********

  Business response

  02/22/2024

  We do apologize but again, we cannot sell internal or mechanical parts to customers. Please contact a local servicer or parts distributor for assistance. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Sharp microwave drawer in Feb of 2021, model #SMD2470ASY (manufactured Feb 2020). On 11/6/23 my 11 year old son was microwaving shredded cheese on chips. He set the microwave for 60 seconds. During the cook time the microwave's power shut down. The next morning after my kids went to school I noticed a burning smell in the kitchen. It seemed to be stronger near the microwave. I then noticed that the power to the microwave was now back on. Fearing a fire could start, I unplugged the microwave and called Sharp. Upon explaining to CS at Sharp what happened, they advised me to call an approved appliance place they recommended. After 2 visits the repairman discovered a burn mark on one of the circuit boards in the back. He had the exact board on his truck and replaced it.....but it still didn't work. After more investigating, he found out that there is now a different board required for the microwave. This raises a huge red flag for me because it is proof that Sharp realizes there is something faulty with this original board. This should have been a recall. Upon my own investigating I found there was a class action lawsuit for this that had expired. A Sharp specialist advised me to file for it anyway, but it was rejected because the repair invoice doesn't mention "arcing". THEN on 1/16/24 my daughter smelled burning while using the repaired microwave. I came over to see if I could smell it and sure enough, it was a very strong burning smell, like a fire was about to start. It wasn't the food. I stopped the cooking and we haven't used the microwave since. I am requesting a new, different model microwave be sent to us, plus the money I spent to have it repaired, and an extended warranty on the new microwave. This appliance in my kitchen is a fire hazard and Sharp needs to make this right with us. My children were using the microwave both times the incidents happened.

  Business response

  01/29/2024

  Class Counsel has agreed with SHARP’s determination that the customer has not established a right to benefits under the Settlement.  As a result, the claim remains denied. The evaluation does state the unit is repairable and we can assist with the cost of the repair. We will contact the customer to advise this.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The microwave is unsafe to use. Parts inside it have burned up now twice. This is something that could have caused a fire. As such we are requesting a new microwave. The last time we used the microwave I smelled the burning smell again. Actually my daughter smelled it first. If we continue to use this particular microwave the damage could be much worse than just a damaged microwave.

  My children use this microwave. Sharp needs to take this seriously.

  
  Regards,
  ***** ****** 

  Business response

  02/01/2024

  We do apologize but Class Counsel has agreed with SHARP’s determination that the customer has not established a right to benefits under the Settlement and the claim is denied. Unfortunately, we cannot assist. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a sharp oven in November 2023. In less than a month, a large 2” piece of ceramic cracked and fell off the inside near the door. Contacted customer service. First they said nothing could be done. Not a warranty item. Then I escalated the concern. A case # was assigned. I sent pictures. They said it looked like physical damage. Said because I removed the label (to take a better picture of model number) my warranty was null and void.

  Business response

  01/08/2024

  We do apologize about this experience. We will contact the customer with an exchange offer.

   

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like a replacement of the exact same product that I purchased.  They are offering me a "Pilot Oven."  I have not even heard of this product before.  I would like a replacement of the exact same product that I originally purchased. 
  
  
  
  Regards,
  **** ******

  Business response

  01/11/2024

  The exchange offer was for the same model the customer currently has, which was accepted on 1/11/24. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product: Sharp microwave oven KB 6525PS, KB 6524PS called Sharp on, 11/21 regarding my oven microwave. I purchased the microwave 2/2022 from abt. I spent 1,100 on the appliance. This was more than I could afford but I needed this particular machine. My product is less than a year old and has a crack in the bottom of the drawer. The crack is on the bottom and top straight down the middle. It is part of the drawer that comes out of the machine. This should be covered under warranty. I’ve had it less than a year and I only really use it to heat up my coffee. I am not one to complain however, after speaking with the customer service person for an hour and a supervisor, I was recommended to email Sharp with pictures. this address with the information. I attached a video and pictures. I asked the following; How do you address this issue? Do you replace the drawer or the entire microwave oven unit? Is there a technician that comes out? The response I received is that there is nothing that can be done. I was infuriated because I spent a lot of money and had the product for less than a year. For this not to be covered under warranty, is unacceptable. I received no help from Sharp customer service, other than me having to buy a new one.

  Business response

  11/29/2023

  The customer was advised physical damage is not covered under the manufacture warranty. However, the tray can be replaced. We will contact the customer to offer sending the tray as a onetime courtesy. 

  Business response

  12/11/2023

  We attempted to contact the customer multiple times and was unsuccessful. We attempt once more. The customer may call ###-###-#### and reference her case number, which is ******** 

  Customer response

  12/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  ***** ********

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sharp carousel microwave #******* from ****** on 10/26/20. I noticed recently under the turn table that the paint is peeling. I called Sharp and was told to return it to ****** since being defective, the warranty is extended. Upon going to ******, was told they needed a "RA" number. Went back home Sharp again and called and "***" told me that it's out of warranty?!! I explained what the other gal had said and asked for a supervisor. Was told one would call me in the next day. That was last Thursday. Tried calling Saturday and kept getting disconnected! Same thing again today! I am 87 and it's hard to get a ride plus lug a heavy microwave. I just want to exchange it. (I have my receipt).

  Business response

  11/08/2023

  We do apologize about the experience. We will contact the customer with a prorated offer, as the unit is out of warranty.

  Customer response

  11/09/2023

  I received a phone call regarding my defective microwave and being required to pay $60 for a new one tho he did not specify what kind since I was told this model is no longer being made per ******. I already paid $130 just 3 years ago, and never in my lifetime of 88 yrs had a microwave peel paint so it is defective and should be replaced for FREE as per your warranty and first person I spoke with. I can get many other brands for this price now esp with black friday specials. We have been very loyal to Sharp for many years so to be required to pay yet again, is NOT acceptable. I will send U a pic if necessary as why would paint be peeling under the turntable?
  Hopefully U will just send me a new one and take this one back in return?

  Business response

  11/14/2023

  The unit is out of warranty, as the unit comes with a one-year manufacture warranty and additional four years on the magnetron. As a courtesy, we have waived the prorated cost and offered a new unit to the customer, which has been accepted by the customer, as of 11/14/2023. 

  Customer response

  11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Just wish they had agreed to this in the beginning as made me jump thru a lot of hoops. Hope this one is last longer. Thanks so much BBB. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im requesting assistance to resolve a customer service complaint. In my case, *********************** warranty repair process is disorganized and incoherent, and borders on failing to honor their warranty commitment. Im seeking a repair under warranty for an 8 month old Sharp dishwasher. 3-4 weeks ago, we called Sharp and was assigned an authorized technician through Sharp. The tech assessed the issue and ordered parts. The parts were delivered but were wrong/incomplete. The tech said the correct part was back ordered. After speaking with the Sharp parts department I determined the new parts were not even ordered yet. I coordinated for the technician to speak to parts department. I called the next day but there was still no open order for our correct parts. At this point at least 3 weeks had elapsed since we first contacted Sharp. The following day the technician texted me to say he would be out of the country for 3.5 weeks, implying hed be unavailable. Ive called Sharp 2x about getting a new technician. Ive been given status updates that are inconsistent; that a new tech was assigned, then later that Sharp was awaiting updates from old tech. Case# *******.

  Business response

  11/03/2023

  We do apologize about this and the inconvenience this has caused. We will reach out to the customer to assist.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩