Complain about a product or service

Thermador

Jerry of Neillsville WI (12/14/06)
We purchased a Thermador Wall Oven for our new house built in 2001. Since then the oven has been down three times. The first time was just before Thanksgiving in 2002. Some part went out in the Mother Board. In 2004 the oven went out again so they came out and replaced the same part as in 2002. Now in 2006, just before Thanksgiving, the oven again broke down and yesterday they reported the Mother Board needs to be replaced and they tell me it will take two to three months to get the new part.

Louis of New Rochelle, NY August 3, 2006

Louis of New Rochelle NY (08/03/06)
We bought a Thermador Kitchen Range there and was assured that it was covered under Mfg. Warranty. The unit was deemed defective by their Authorized Service and we were told the unit had to be replaced. Fiberglass is blowing into the oven onto any food cooked in it, so we can't use it. Thermador told us that IT'S NOT A HEALTH ISSUE and refused to replace it. What are we to do? Whatever happened to the UNIFORM COMMERCIAL CODE?

When we were using the oven in the beginning my wife opened the door to check the food and fiberglass dust blew into her eyes. Her eyes were irritated for several days. Needless to say we still can't use the oven!

Cheryl of Fairbanks, AK June 24, 2005

Cheryl of Fairbanks AK (06/24/05)
Have had our 30 Thermador gas range for 12 months. Has broken twice- and still is not fixed since the second time it started having problems 3 months ago. Repair people have been out 3 times- to no avail- as they have not been able to fix it. During this time our warranty has run out. Not only will Thermador NOT return our calls, but they will not consent to extending our warranty or taking the oven back.

Expensive stove, unuseable 25% of time we have had it. Initial problem could have blown up our kitchen/burned our house down (and this problem was a defect straight from the factory)we have no idea of what is causing the second problem but are stuck with a lemon! (though after reading some of the complaints about Thermador on the web, it sounds like poor products and customer service is the norm, not the exception...which is unfortunate, as I thought we were getting a quality product with service to back it up).

Tom of Thousand Oaks, CA April 25, 2005

Tom of Thousand Oaks CA (04/25/05)
On or about February 21, 2005, my glass top Thermador cooktop shattered and literally exploded in my wife's face as she was cooking. The opposite side of the cooktop from where she was cooking is the side that exploded. Glass went everywhere; in her face; in her hair, in her mouth, injuring her and causing her severe emotional distress. I contacted Thermador Customer Service, and emailed pictures of the defective product. The customer service rep. later called me back to inform me that Thermador would replace the unit and provided me with a dealer to contact who would order the replacement.

I contacted this dealer, and the replacement was ordered. Then I waited. And waited. And waited. Without a cooktop in my home. I finally called the dealer back around March 10th or so, who casually informed me that the part was backordered, and would not be arriving until the beginning of April. I informed them I was not interested in a replacement glass piece, the unit needed to be replaced, as there obviously was something wrong with the wiring underneath, in order to cause the unit to overheat and explode. They had not been out to assess the damage, they only ordered a replacement part. They advised me that Thermador would only replace the part and labor. I even offered to bring the unit to their shop so they could assess the damage, as I had to remove it from my countertop because the glass continued to spider and break, falling on the kitchen floor where it could be stepped on by bare feet. The repair facility said they did not want it in their shop. So again I waited. And waited. And waited.

Around April 1st I again inquired as to the status of my repair, as I had now gone over a month without a cooktop. (I had been boiling water and cooking on my backyard BBQ!) They now informed me it would not be before the middle of April until they received the part, and once received they could schedule the work out. I again called Thermador back, and informed your customer service supervisor, Gaby, of my displeasure, not only of the length of time it has taken to get a cooktop back into my home, but also at the approach of repairing the defective item without even examining the unit. I informed Gaby that I was not interested in repairing the defective item as it had not even been examined to see if the wiring was the cause. I offered to take any like size, like color replacement cooktop she had, and install it myself, in order to put this behind us. She indicated she would voice my concerns to Senior Management and would call me back within the next day or two. This is now 15 days later and I am still awaiting word from Thermador. 

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