Complain about a product or service

Thermador

Jim of La Crescenta, CA October 17, 2009

We purchased a high-end 7,000 Thermador professional oven/range during a major remodel of our home. From the moment we moved in, the oven did not work. We contacted Thermador and had to wait nearly a month before the part was delivered and repair completed.

An Internet research of the problem revealed that this was a common problem that had persisted for some time. Thermador apparently had no problem selling these incredibly expensive units knowing full well of the flaw. I guess they figured that the public would just have to put up with the inconvenience.

It has been about nine months from the last repair (it took several visits to finally repair the problem the first time) and guess what? The oven is once again, not working. I am flabbergasted that even after spending thousands of dollars on a luxury oven and range that we would have these kinds of problems.

I suppose that Thermador concludes it no skin off their nose that I had a ruined dinner party this evening due to the fact I could not properly prepare the meal. I suppose that they conclude that I will probably only spend 7,000 per life time on their product and that they already have my money but, guess what Thermador? I am going to do everything in my power to ensure that everybody whom I know who is engaged in a kitchen remodel knows exactly what I have experience with your product.

Better wake up and smell the coffee burning; Thermador. The attitude you are showing toward your customers is exactly the same as the American auto manufactures showed the American consumer during their heydays. Looks like you are headed down the very same rode to ruin.

Neil of Long Beach, CA October 16, 2009

Thermador Wall Oven Model SCD272YB, SERIAL# 82090037, Purchased approx 2003.

1) Display unit failed in 2007 and replaced - cost 386. 2) 2008 just after 1 year elapsed same display unit failed again and paid 430. After several calls and complaints Thermador reimbursed 270 for cost of part. 3) Sept 2009 same part failed again. We called in Oct and Thermador agreed to cover cost of part but says we must pay the service call. That is approx 170 if cost is ame as last year?

I complained to Thermador and asked they cover the cost of the service call and they refused and told me my issue should be directed to the installer? The installer simply installs the same faulty display boards made by Thermador? I simply think a 3rd display unit in 3 years is a bit ridiculous? My point is in this case Thermador at a minimum should cover all costs of the parts and service . My preference would be they replace the entire oven.

Vicki of Thomaston, GA September 9, 2009

I purchased this oven/microwave built in unit Model #sm272zs for 2799.00 in 2003. It has never worked properly. I complained to Thermadore and was told I needed to have a service person come out and calibrate the oven. Brand new! It still would not bake a typical item. They said it was fixed. I had three different repairmen attempt the repair. Thermadore added a year to my warranty, but never fixed the oven. Lot of good that was.

I have limped along for years, just using the convection setting, bake doesn't work and cooking things extra long and having it look browned on left but not on right. Finally lightening struck my house and I can finally use the insurance money to purchase a different brand. This company is no longer the original Thermadore. I will never, ever purchase another product from them and advise all my friends and clients to avoid Thermadore at all cost!

RD of Fort Lauderdale, FL September 3, 2009

My Thermador double wall oven has no display at all. I was given the name of ASG or AA Appliance Repair in Pembroke Pines, Florida by Thermador who charged me 600 and still no display. After many calls to them they continue to charge me for more and more repairs. The appliance repair company told me it would be another 500 to replace the display board. When I called Thermador to complain about the company they referred me to they said nothing other then part of this repair would be covered (the appliance repair company never told me that). Thermador told me to send the board back to a company after paying in full and they would reimburse me. Besides referring me to a very dishonest repair company they now have me without an oven for weeks and laying out the cash.

John of Monterey, TN August 29, 2009

I have a Thermador double oven Model SCD272TP. I have owned it for 9 years. After a few years the panel lights went so dim you couldn't read them. I replaced the boards at a cost of 250.00. Now it's done it again and again another 250.00. Taking off the front panel so many times has loosened and broke a very small solder. The repair people say I may have to buy a new front panel also for 225.00.

I called Thermador. They said to have the parts removed and sent to a company they named who would fix the boards and return them to me. I would pay for that up front and they would rein verse me when I send them the bill. I don't know about the front panel yet. So now I have spent over 500.00 and so far it's still broken. Hope you all have better luck then me.

William of Escondido, CA August 27, 2009

Part number 14-38-994 superceeded by 492067 is not availlable as a replacment part from the manufacturer. This range is about 4 years old. It is unacceptable that Thermador does not have this part for replacement. They did provide a number to have the part repaired.

Anna of Grosse Pointe Park, MI August 24, 2009

Purchased 30" SGS cooktop from Hurst Appliance of St. Clair Shores, MI; repeat Thermador owner; was told new star burner was improved. Don, owner of Hurst, advised for additional you could get option of front left burner to "simmer" - automatically turns on/off for slow-cooking meals: soup, sauce for pasta, stews, etc. Husband purchased cooktop; two weeks ago it was installed; very next day used cooktop to make a pot of spaghetti sauce - cook sauce 4 to 6 hours. Used simmer option at 2.5 hour interval; the control knob was extremely "hot" to touch.

Husband contacted Thermador and was told "they are aware of problem" and referred us to local service agent. Local agent told us they would not schedule visit since this was a "safety issue". Thermador returned husband's call and said they were aware of concern and we should not use a pot with a diameter greater than 8" as heat permeates from burner to stainless control knob. Advised Thermador rep that front burners w/ simmer feature was an option and we were told it was meant for use with long-cooking meals; such meals, do not use smaller pots and there is no where in the owner's manual that states you must use a pot smaller than 8 inches. Advised Thermador we want a solution as 13 year old cooks a lot and we do not want her safety jeopardized. Thermador rep recently recontacted my husband and said unit is operating as "designed". Original salesman, Don, at Hurst has not returned calls despite 2 calls and one visit to his store Saturday, 8/14.

Nancy of San Jose, CA August 20, 2009

We purchased a Thermador 30" slide in stove with a gas top and electric oven in late 2002. The oven has gone out three times in the last six years. Most recently, even the replacement parts have been defective much to our frustration and to the local technicians. Thermador apparently just told the technicians that their supplier made defective parts. The technicians just returned our payment to them and told us to get a new stove from a different manufacturer!

Over the last six years we have spent in excess of 500 in repairs to keep the oven going. Each time the oven went out it was three weeks or more to get new parts and have the appliance fixed. Now it seems permanently out. Further the oven has so much heat escaping from the front side of the oven, that the white thermafoil covering on the adjacent cupboards has shrunk.

A lesser, but still annoying problem, is the burner grills. The ceramic has chipped away from the grills and in other areas has left crazing. While the stove was under warranty, Thermador replaced the grills but said this will continue to happen and it has. Aside from the inconvenience of not having an oven to use for several weeks, it appears that now we are in the uncomfortable economic position of having to purchase a whole new stove and oven.

William of Summit, NJ August 2, 2009

we purched a stove from Gems Oct 2004. we have had nothing but problems with it from the very begining the oven stoped working the blower stoped working the broiler stoped working as a matter of fact it cam broken. The board have been replaced a number of times the fans replaced the bottum of the oven replaced I can go on and on just about every thing in this oven has been replaced at one time or another. the oven has been broken again from dec 2008 we have called and called. all we get is a run around. the stove in question is no longer made. they discontiuned it. because of severe problem with the unite. we have a stove that we can not get any one to work on and paid good money for. the oven door fell off after one repair company fixed it knocing My wife to the floor.

My wife has had knee damage and has gone for therapy for over a year. they are refusing to pay for repair on the stove and for my wifes theropy. they have send out a number of people and each one hasa diffrent story with this stove.

Josia of Kenly, NC July 22, 2009

On June 1, 2007, I purchased a Thermador PRL486EDG Range from Ferguson. I took deliver of the range July 27, 2007. Three (3) months later (Oct. 2007) the "extra low" burners went out. Whitley repair company of Wilson, NC came to repair the range but found nothing wrong, however, about later the same 2 burners went out again. Bob's Appliances of Rocky Mount, NC came out and repaired the problem.

On or about June of 2008, both the large and small ovens starting giving off this "whooffing" sound (the sound as though the range was not getting enough gas) - Bob's Appliances has been out to repaired the problem three (3) times - piece-mending both ovens. The problem still exist. I have not been able to use the small oven since March 2009.

I contacted both Feguson and Thermador about the problem and requested a replacement of the range or refund my money - their response has been that "they will repair the range FREE OF CHARGE, but gave no guarantee if the problem continue they would not be responsible". Because they contend that the range was used in a "commerical environment". If cooking for 30-50 people in your "home" is consider "commerical environment" - then I should have kept my 800.00 Kenmore range - I cooked for over 200 people and had no problems with the oven or the burners going out. Thermador just don't want to take responsibility for their defective products.

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