Hi there, thank you for taking the time to share your review. We truly appreciate you choosing this beautiful Smart double-oven for your home and are so glad that you are enjoying the precise temperature and advanced cooking technology that they offer! However, we are sorry to hear of the slow preheat time as well as the difficulty with sliding the oven racks and that this has caused the sides of the interior oven to be scratched. We sincerely apologize for the inconvenience this has caused and would love the opportunity to offer you some guidance and tips to help!

When installed at the proper voltage, electric ovens with Hidden Bake Elements can take approximately 15-20 minutes to preheat. The different cooking modes use specific preheat methods and some modes, such as Convection Bake, will take longer than others. Multiple factors can affect the preheat time, such as the selected temperature (every 25 degree increment above 350 will add approximately 45-60 seconds to preheat time) and the number of racks in the oven (each additional rack will add approximately 30 seconds). If you notice that sometimes the ovens take longer to preheat to the same temperature, this can be caused by the cookware, food, or number of racks in the oven and removing items will help to reduce preheat time.

Your double ovens offer you 6 various rack positions and feature 1 Self-Clean Roller Rack and 3 Self-Clean Heavy-Duty Flat Racks. These never scrub heavy-duty racks are designed to withstand a self-clean cycle for added convenience. The roller rack is designed to glide seamlessly in and out on ball bearings and is fully adjustable to easily remove even heavy dishes. The roller rack may be used in either oven and you also have the option to purchase an additional roller rack accessory (UXWORXR30) through the GE Parts & Accessories site online. Oven racks may become difficult to slide, especially after a self-clean. If your flat racks don't move in and out easily you can put a small amount of vegetable oil on a soft cloth and rub it onto the left and right edges of the racks. If your roller racks are difficult to extend, we recommend that you continue to frequently lubricate the racks with the graphite lubricant provided with your oven. You can learn more about this, as well as find helpful tips on removing and replacing the racks to prevent any further scratches to the sides of the oven on pages 11-12 of your Use and Care Manual, seen here: https://products.geappliances.com/MarketingObjectRetrieval/Dispatcher?RequestType=PDF&Name=49-2000254-1.pdf.
Your feedback is very valuable to us and plays an important role in our ongoing commitment to enhance your experience. We will be sure to share your comments with our development team for improvement. We sincerely hope that this information is helpful for you and wish you all the best! -Eliza@GEA