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Update 9/18
Heard back from Thor, they shipped us a new convection microwave. Only took about a week and a half to arrive. Received it last Friday.
We were a bit concerned about the weight & tight space to work in, but it wasn't too bad. It should have taken a couple of hours but overall took about 7 total because initially we could only get 1 screw in the top due to the mounting bracket being installed a little bit skewed.
Overall, we're pleased and relieved with the outcome and happy to get it resolved.
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