Final answer:
The associate should first request more information about the issue, apologize and promise a resolution, and then take further action based on the specifics of the problem.
Step-by-step explanation:
The associate should first request more information about the issue. By doing so, the associate can gather specific details about the problem that the customer is facing with the oven. This will help the associate understand the nature of the issue and determine the most appropriate course of action.
Once the associate has sufficient information about the problem, they can then apologize and promise a resolution. This shows empathy towards the customer and reassures them that their issue will be addressed.
Based on the information provided by the customer, the associate can then schedule a repair technician visit if necessary, offer a refund or replacement, or provide other opportunities to fix the problem. The appropriate action will depend on the severity and nature of the issue.