Dear Samsung, this is from one of your “valued customers”, the words you use when sending on an order confirmation. We placed an order on February 3rd last for the bottom oven liner plate for our Samsung free standing gas range cooker, as using the convection oven set off the CO2 alarm… our local technician determined that the oven heat caused the paint to flake, with the resulting fumes setting off the alarm. Our local maintenance company would change out the piece if we could get a new from Samsung. We placed the order, with our credit card, for full price, and were told later that the piece in question should be available within three weeks. After the three weeks, we then made numerous attempts at contacting Samsung to find out when we could expect delivery of the piece (without it, we can only use 2 of the 4 oven features, and dare not attempt the self-clean feature), without success. When we call, we are kept on constant hold, and when we leave our number for a call back, no-one returns the call. Online chat box attempts with online reps are equally frustrating and unfruitful. Substituting this liner plate with a competitive product or through a homemade solution is apparently not feasible or safe. As a result, without any contact or service currently from Samsung, I guess a new oven purchase from a more trustworthy competitor is in our immediate future. I hate to think what can be done with our current Samsung oven, other than re-cycling it through a junk yard, as I would not dare to pass the oven with such a problem as a donation to someone or some entity who needs one. Fellow Samsung users or prospective buyers – beware! You run the risk of faulty material as well as unbelievably pathetic levels of customer service.