Complain about a product or service

Thermador

mamamia of kailua, HI July 8, 2009

Purchased oven Sept 2003: Display Board, part #492067, original replaced 12/21/05, replaced AGAIN 4/26/06, needs to be replaced AGAIN 6/16/09~that's 3~THIS PART IS NO LONGER AVAILABLE.

Bruce of Appleton, WI June 27, 2009

I have replaced the display unit on model # SC302TW three times and cannot find a source to repair it. The display unit is completely dark.

John of Bloomfield Hills, MI June 21, 2009

Service agent has replaced control panel 3 times. Was bought new in November of 2008. I was told they had problem and had new ones however second also did not work was replaced again was told this one is the new one. This was in March Of 2009. May be a month off. Now again I am having problems setting the clock and dates. These items must be all set or the appliance will not function. Very poor design in my opinion.

ken of vacaville , CA June 5, 2009

In jan 2009 I bought a thernador prg304 oven range.a friend had bought one and he said he liked it. within four months the oven went out.after calling the thermador company two times and waiting 5 days they where able to get some one here only to be told by the person they do not keep any repair parts on hand and it would take over a week to get the parts.I have not been happy the way the oven cooks when it was working but it was better than nothing. because of the service I got from the thermador appliance company and how the oven works I will never buy another thermador again.And oh by the way my friends oven has broke on him Too

Susan of Valley Center, CA June 3, 2009

I bought a Thermador PGR464GGLP. I am so dissapointed with this company and the customer service department. My oven completly stopped working 11/08 and has been deemed un fixable. I spoke to customer service who said they would offer me a replacement at a pro rate. That is 5,500.00! I bought a 10,000.00 oven that cant be fixed and they want me to buy another one...

I told them that I didn't want to do that and they stopped talking to me. They said I would recieve a letter with the offer to replace the oven at that cost. I asked if that was my only optionand again they would only repeat that I could refuse the letter. I tried to get their mission statment that was in place at the time I purchased the oven. They stalled and later came back to say that I would have to contact their legal department for that information. I asked them why a public company wouldn't disclose that. They went silence. I tried to ask more questions and the lady on the other end wouldn't talk. I asked if she was there and she stated yes. And then repeated "If you want to refuse the offer of the replacement you can." I asked for her superior to call me. She said they were in meetings. So far I have recieved no return phone calls.

Richard of Berwyn, PA June 2, 2009

I can see that several people have lodged complaints on this site about Thermador reliability and/or customer service. As counterbalance, I would like to relay my own experience. We had a Thermador combination microwave/wall oven for close to 20 years with no problems. Eventually the microwave timer wore out and as you may have surmised, the part could not be replaced. I tried 3rd party companies to rebuild the part. I called Thermador customer service and they did not have a solution.

Just to express my frustration, I wrote to Thermador and explained the situation. Their response was immediate and way beyond expectations - they made an investment in me as a customer that, suffice it so say, was well beyond my wildest dreams. I had a well-used appliance and they had no obligation to make good on my complaint. They did however take customer satisfaction very, very seriously.

I can't say that everyone will receive the same level of service but, for my money, Thermador is the kind of company with whom you want to do business. Every electromechanical product will have issues. How they respond when you give them a chance is what makes the difference. Thermador customer for life!

Charles of East Northport, NY May 30, 2009

Thermador double wall oven has failed twice in eight years in that the electronic display has dimmed so much that it cannot be read, so we cannot see the time or the temp and other displays. Thermador replaced the part the first time as a "courtesy", but doesn't want to hear about it this time.

The suggested finding a 3rd party parts distributor/dealer who could do the repair. The part, if available at Thermador (it is not), costs approx. 300.00 not including installation labor, whic is probably several hundred more.

The only reasonably feasible course is to dismantle the top control module yourself and ship it to a company near Chicago who says it can repair the unit at a cost of only 172.00 including shipping and handling. Of course, taking the control module apart and removing the display unit and the two control boards is not easy.

I may have to resort to an repair service so the job gets done right. There's always the possiblity however, that the part will fail again after awhile, rendering the wall oven(s) useless. Thermador's reputation as a quality appliance manufacturer is worthless, in my opinion.

Cody of Fort Collins, CO May 30, 2009

I have a Thermador Double oven model SCD302 that was installed two years ago. The digital display is so dim that it cannot be used. The part has been discontinued with no replacement. I have a two year old 3000 unuseabl, and unservisable piece of junk. They must go out of business or bring back some service.

Michael of Pompano Beach, FL May 28, 2009

Thermador Range Model PD486GEBS installed 12/05. Have had main control board replaced 4 times as of 5/09. Thermador states that "due to the age of the unit and the absence of significant repair history" they are unable to offer me any assistance. I guess 4 major repairs in less than 4 years is not significant. Not to mention I've had 2 other smaller repairs (oven sensor and bake element) within the last 18 months). Thermador's customer service is non-existent.

charles of ann arbor, MI May 27, 2009

Warrentech warranty should NEVER be purchased. After taking out a 5 year warranty on a Thermador stove top unit with vent, the vent motor went bad twice within two years. Warrentech called to offer me two options: a check for what I paid for the warranty or a credit for same at the dealership. They determined it to be more economical, their words, to refund my 395 premium!

I am now stuck with what is clearly a manufacturer's defect..the motor that was made improperly in the first place. I took out the warranty to be protected. it didn't occur to me that Warrentech would simply have the choice to void the whole deal in the event repair would lose them money. How would someone like to carry life-insurance only to find out that the insurer decided to simply give back the premiums spent and NOT the insured amount when death occured!

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