I wonder if something is going on with ceramic these days. I got a chip in the middle of one of my burners on my Bosch range within a week of using it. And it's already stained. And this silver texturing gets messed up with using a razor blade on it, as the instructions say to do. I had no such problems with my old Frigidaire cooktop for many years.

I think we're both SOL unfortunately.

Food, is yours a Bosch induction? I have one on order and this concerns me!

I decided a picture is worth a thousand words. My chipped corner with some of the glass fragments nearby are seen here.

After spending over $1900, I feel there must be a resolution to this problem. Should I ask American Express to get involved, since they double the warranty period? Or, if this is not covered under the JA warranty is that a useless maneuver?

How can an appliance chip so easily? Could a worker have dinged the corner when it was first installed but not fully protected, ie. covered? And then re-attached it so it would look ok, but easily fall apart when knocked?

As you can see, I am trying to rationalize how I can spend all this money for a new top. I think the stainless edge on the top and bottom would be more solid, if I have to do a new top. Thoughts?

Do you still have the original packing?
Does the packing show any compression in that particular area?
Since the overall cooktop is likely sound and you have no one to proceed against for damaging it, look around for a shop that can grind the damaged area to minimize further potential cracking and go ahead and use it for now.

First thing I would do is call the store where you purchased it and explain the situation. You are much more likely to get help from them then you are from the manufacturer. The store can work directly with the sales rep to get the issue resolved. Let them know that is what you want ... a repair or a replacement.

How is your elbow skin area, btw? You said you felt sharp pain. Is there a mark, bruise or cut in the skin? If so, I'd snap a photo now.

It's hard to imagine an elbow causing that irregular break in the new JA cooktop. Your photo shows nasty, irregular edges of the cooktop corner and the piece of glass. Pressure down ward from an elbow or equivalent constant force, imo, should have resulted in a clean edge break, i.e., not like that.

It may be a JA defect, or as you said installation related (half off, pushed back, now off).

I highly doubt your elbow caused an irregular break such as that. Sorry this has happened and hope you're okay, and get some resolution from the companies. If this is new make, JA should look into this from a QA and safety perspective.

SJ - No, mine is a lowly radiant so hopefully (for your sake) we're talking apples and oranges. So far I'm happy with the oven, but the cooktop has me joining the "electric sucks" crowd faster than Bush turned the liberal Dennis Miller conservative.

A little bit of damage like that, while it's irritating, I'd consider it an unfortunate "accident" that doesn't impact the unit's functionality and carry on with my life. But maybe that's just me.

Thank you, all, for your helpful advice and empathy. In answer to your questions, the original packaging is long since discarded. The store where I bought it told me they cannot help me, since I purchased it in January. They also said the Ceran is extremely durable and they have not heard of any chipping. They recommended I go to Jenn Air and see what they say. My elbow is not bruised, and I feel fortunate that I did not cut myself on the corner.

I will look into grinding down the corner, so it is not a hazard to my kids or anyone who is using the cooktop. I will send a letter to Jenn Air management informing them of the fragile corner and see what they say. I imagine they will tell me to buy a new top. I am sad to see my immaculate new kitchen looking damaged, but c'est la vie.

I am still hoping that induction will turn out to be the right decision for me. It is hard to explain to everyone why I shut off my gas line in my kitchen and instead went with induction. Now, even I am second guessing my decision.

:-(

It appears that the cooktop sits up off of the counter and isn't contacting it fully in that corner? Why isn't it seated fully in the cutout? THAT is a problem that renders the corners more vulnerable to damage. Who installed this cooktop?

I imagine it's a foam strip holding it up?

There shouldn't be anything "holding it up" from the counter. It should sit directly on the counter. If it doesn't, it's vulnerable to damage. Which is what happened.

It's hard for me to judge how high it's sitting, but unless the foam compresses to zero the cooktop will and should be raised a tiny bit as I understand it. If you're saying it should have been installed without foam, then it would seem Jennair is to blame for faulty instructions.

This post was edited by foodonastump on Sun, Oct 13, 13 at 10:12

Good find, foodonastump. Still believe there is some room for discussion by OP with JA.

By the way, OP, I am admiring your lovely countertop. No way could I live with a chipped cooktop (perhaps could live with the glass rounded off carefully) next to it.

The cooktop was professionally installed by the company that did all my appliances. I chose them because they are SZ/Wolf factory certified, as that doubles my warranty for those units. They have a letter of endorsement on their website from the Director of Services at Whirlpool Corporation, as well.

The induction's intact rear left corner is visible in the attached picture. It seems to rise a bit above the counter but I cannot tell from the installation booklet if it is too high.

Thank you for the compliment on the countertop, Sparkling, it is called Taj Mahal quartzite.

No way should any corner of a glass cooktop sit off of the counter. I'd contact the company that did the install. If the edges aren't supported by the counter, they are vulnerable to breakage.

Hollysprings, I 100% understand your reasoning, but you know as well as I that any company's first line of defense is "was it installed per specs" and if that height-raising foam had not been installed, per the instructions I posted above, then that's automatic grounds for wiping their hands of any issues.

Since it is new and unused, the cooktop being elevated that much above the counter may be normal. You might try leaving a few large water filled pots on it to see if it will start to compress down to a more usual clearance with the counter. Mlght be worthwhile to also see at the same time if the power output from the various burners is good by heating up the water to a simmer. if the foam doesn't compress much from its present state, or if it rebounds after the pots are taken off after several days, it may be that a mistake was made in the type of foam supplied or used.

I can't tell from the picture, but are you sure the installer actually installed the foam? It could be their mistake. It seems to me that corner is vulnerable just like the other one. I'd contact the installer next.

"It appears that the cooktop sits up off of the counter and isn't contacting it fully in that corner? Why isn't it seated fully in the cutout? THAT is a problem that renders the corners more vulnerable to damage."

That is the first thing I though of, too, when I saw that broken corner, and upon seeing the second picture, the cooktop definitely looks like it is sitting too high off the counter. As weisman pointed out, it appears to be only a matter of time before the other edges become damaged as well ... a pot set down a bit too heavily, a dropped utensil, etc.

I wonder if there is something obstructing the cooktop from underneath that would prevent it from sitting flat on the countertop?

I am going to call the installer tomorrow, what are the appropriate questions to ask them?

A few come to mind:
Why are the corners higher than the countertop?
Which foam did you use?

I wonder, will they blame the granite installer for not making the cooktop hole large enough?
Will they blame the contractor for not having created a level surface?

Is the surface not level? That is something you can easily check on your own before calling the installers. If the hole wasn't large enough and they went ahead and installed the appliance, they have some liability there.

I would just tell them exactly what is going on ... the appliance is not sitting flat on the countertop and the corners are vulnerable to breakage.

I would also have them check underneath to see if something is obstructing the unit to keep it from seating fully.

Take plenty of pictures before they get there.

It seems like every single thing that can go wrong, or break, has done so in my remodel, and no one ever takes any responsibility. That is why I am treading carefully as I decide my next step. I am sure the installer will claim the contractor or countertop folks are somehow responsible for this debacle.

Thus, I have sent a photo to Jenn Air Customer Experience of the intact corner, that is "floating" on the countertop, to see if they believe it is installed properly. Then I will approach my installer with Jenn Air's recommendation.

What a headache!

If there was a problem with the countertop, the installer should have noticed it and made you aware of the problem before installing the cooktop. Did the countertop people have the specs for your cooktop in order to do the cutout?

Here's what Jenn Air said:
Ms. Lyons,

It does not appear to be installed properly. The portion that is raised should be flush against the countertop. It may be due to the cut-out not being the right dimensions possibly.

Sincerely,

Jesse D.
Jenn-Air Senior Specialist
Jenn-Air

So, now I should go to countertop folks or appliance installer?

Yes, the countertop folks did have the cutout template from Jenn Air.

Lift the cooktop out of the hole and measure the cutout to see if it is to spec.

Before going to either I'd ask Jennair how the cooktop is supposed to be flush if there is foam installed per the instructions, and how much of a gap is expected to result.

To reiterate, I 100% agree with Hollysprings that this creates a stress point, unless I'm misunderstanding how the foam is to be installed which at present I don't think I am. On another thread jakvis notes that foam "has been used for years on cooktops." I cannot reconcile "should be flush" with putting foam underneath.

Once they explain that away, I'd talk to the installer next. If the cutout is wrong they shouldn't have installed it, as I believe someone said above.

I would think that the foam wouldn't be so thick that it couldn't compress when the weight of the stove was on it. My recessed lights have a foam piece all around them but they still sit flush against the ceiling.

I've never seen a cooktop sitting up off the counter like that ... they have all been flush on the countertop.

If the cut out was not big enough for the installation to be done correctly, the installers shouldn't have installed it.

I agree it looks high but I wouldn't expect it to compress to absolute zero either. There's a gap (MUCH smaller) along the edges of my slide-in range as a result of the foam. But yeah, that installation doesn't look right to me either.

Thanks for the followup. I can't see from the picture but is this one sitting flush to the countertop?

Yes, it is completely flush. Hope this picture illustrates better.

Here is the left, rear corner:

I think you were wise to bite the bullet of confusion and buy the new JA induction top. I realize it's no small chunk of change but it resolves the problem. All kitchen redo's are compromises along the way-mainly money compromises.

As to the stainless edges, I love them! I'm a fan of SS, and think it helps to make your countertop even more the elegant focus while adding a nice frame to your induction cooktop not previously there.

Nice.

It looks great!

It is the broken ugly duckling that became a swan!
Elegante.

Thanks guys, you sure know how to make a girl feel good! I think the new cooktop looks pretty sharp, too.

In a highly unexpected twist, I got a call today from Mary at Jenn Air. We have been playing phone tag for the last two weeks. She told me that Jenn Air will reimburse me for the cost of my new top! She will call the repair company in the morning, and have them reverse the $500+ I put on my credit card last week for the Euro-style stainless steel framed Ceran top. She said the repair report deemed it cosmetic, but she felt since it was under warranty, Jenn Air should cover the replacement. I was shocked, but impressed with their customer service. Yippee!

1969 - Zowie - that is wonderful news - I am so happy for you to have the framed model plus a rebate! Have fun spending your bootie! You deserve it!!
Maybe some new pots for that gorgeous cooktop!
Also - it is good to see what is underneath the cooktop and why you don't want to go much larger than the actual burner with all of the wires and electronics.
Have fun cooking!

Thanks, A2, sometimes dreams really do come true, right? Fortunately, I already bought new All Clad D5 brushed SS pots and pans. Williams Sonoma discontinued carrying them in stores (now you can only buy online) so I got my 12 set for 50% off!

But, I WAS trying on winter coats when the call came in, and did end up splurging on a Puffer, an especially lightweight one - I'll call it the coat that JA bought :-)

tl1969 - I'm curious - now that you've had the cooktop for more than six months, how do you like it? Would you stll buy the same cookware? We're building and that is the cooktop that came with our house. It's also the cookware that I think that I want. Hopefully, you're still around.
Thanks!

I am very happy with both my cooktop and my all clad D5 cookware, kjente. The pots cook like a dream and carry the heat beautifully. We cook a lot of pasta and I love how fast it boils water. It is a breeze to keep clean, so I maintain a sparkling cooktop all the time, unlike my days of gas. The stainless steel framing has stayed on, and there have been no chips or other issues with my JA. All in all, I am a very happy camper!

Side note: My bro in law loves to cook, and is really good in the kitchen. He thinks cooktops must be gas to be most effective. He has said that he would be too concerned about shattering the glass with all his banging around in the kitchen. To each his own :-)

Some people have complained about excessive buzzing or noise on Kitchenaid induction cooktops. Since JennAir is also made by Whirlpool, I'm wondering if you've experienced that?

Thanks for the update!, TL! I am somewhat in your brothers camp but I'm willing to give it a good shot. Sorry Hv I can't help you. We did a walk through of our house last week. They boiled a pot of water in an enameled tea kettle. There was no clicking or buzzing. But that's one pot, one time, not enough for a tried and true.