About Gaggenau Ovens
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We purchased a Gaggenau Double wall oven when we built our house. It cost around $9,000.00. It is headed to the dump because Gaggenau no longer supplies repair parts for it. (So much for their sustainability claims). I would never recommend a Gaggenau appliance because of their complete disregard for customer service. According to my correspondence it is their policy to only supply repair parts for 7 to 10 years. Key points to take away from my experience:
2. Their schedule is 2 to 3 weeks out to just get the problem diagnosed.
3. Their Diagnosis fee is $172.00.
4. Once diagnosed parts are ordered and you have to reschedule.
5. Repair cost is $172.00 per hour plus parts.
6. Gaggenau has no commitment to the quality and durability of their products.
7. As a High end appliance manufacturer Gaggenau falls short.
8. I was charged $172.00 diagnostic fee even though they had no way to repair it. So far they have refused to even talk to me about a refund of the service call. I am still waiting for a call back.
Summary: These ovens are complex electronic machines with a high probability of component failure. Gaggenau simply does not meet its customers' high expectations for a high end appliance manufacturer.
I have two sets of Gaggenau burners, which were installed 7 years ago. One is gas, the other induction. They both stopped working within two days of each other. I have been trying to get them repaired since September, because I would like to be able to cook again. The first appointment was scheduled for 9/19. Then rescheduled for 9/23. I got a cost estimate on 9/29 which was slightly horrifying, so I asked for time to think it over before proceeding with the repairs. In the end I discovered that buying new burners of a different brand would involve reconfiguring the whole counter, so asked Gaggenau to do the repairs.
After the usual more-than-60 minutes holding to talk to someone at Bosch/Gaggenau headquarters, I scheduled the appointment to get the burners repaired and received an email saying that I had an appointment and would receive a call either the evening before or the morning of. I finally got a call from the repairman about my MORNING appointment at 11:45 a.m. to say that he could come at 2:30 p.m. However, when I asked if he had the required parts, he acknowledged that he didn’t. I suggested we rebook for when he did have the parts. That was supposed to be November 7. Again no call.
I once again called Gaggenau headquarters in California to be told the repairman's truck had broken down and he was waiting for a tow truck. Of course, no one had bothered to notify me -- the customer. In my life on 3 different continents I have NEVER experienced such appalling service. I have now scheduled a repair with a local company and will have to pay another call out charge and wait for the company to order the parts from Gaggenau. Would you be surprised to know that I am not a happy customer?
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My $9,000 Gaggenau oven died in less than 10 hours of use. A certified service provider noted THREE issues and stated any ONE of the problems would mean no possible repair scenario. He sent in his report. No response from Gaggenau. I called and called. 1 to 2 hours on hold with ZERO response, so I called Bosch, the owner of Gaggenau, but their response was "we won't help you". More hours spent on hold in an attempt to contact Gaggenau. Their response "management will eventually look at your claim". AVOID Gaggenau, Bosch, Miele. Buy a cheap unit that you know won't last. At least when it dies you will have saved yourself thousands of dollars and months of Gaggen/Bosch on hold, no response, no service frustration.
We renovated our kitchen in 2015 and our kitchen guy recommended Gaggenau, my husband being German and proud of German designs, we agreed to make our whole kitchen Gaggenau, cook top, oven, fridge, dishwasher, etc., even though our previous dishwasher a Miele, was almost brand new and I loved it. I regret to say here we made the worst mistake ever by choosing Gaggenau, and the ten year warranty doesn't mean anything--it can't make a bad product good.
I am a cook and we make elaborate dinners almost every day. The Gaggenau stove almost never worked properly from day one because it never really lit with one or two or three tries. I had to try, check and see if the little parts were aligned, and try again and again. Very often there was just spark and nothing lights. Other times they lit up, burn a little, then stops and sends terrible methane smell all over the kitchen, and then the warning starts beeping non-stop. When that happens, I had to wait for gas to clear out and check the fitting of the parts, and try again, and again. And it's been like that for seven years. I called customer service a couple of times and they came and told me nothing was wrong, that I just needed to be patient and try. Sometimes the stove even stops in the middle of cooking, when I have pasta boiling in the pot. And it beeps, and smells and I have to wait half way through cooking, and try again.
So today, it just clicked, beeped, smelt terribly and I waited and tried again more, and the whole stove just died--nothing clicks, nothing sparks, and I can't even smell that horrible methane smell anymore, and cannot light with a lighter. Dead. The expensive cooktop. This is really the worst cooktop ever, and has caused me so much headache. As if to add insult to injury, it stopped working the day before when we have a TV camera crew to film a group of award-winning chefs who have flown in from Germany to film a cooking show with us. And coincidentally, I had scheduled for the repair people to come in tomorrow morning--I called weeks ago, but was given this date. What a crazy coincident! So much is at stake... as if this bad choice we made back then is really coming to bite us and to cause as much damage as it possibly can.
Horrible disgusting customer service at Gaggenau Brasil. Don’t shop there EVER they will not help if you need anything. Service compatible with a grade C product. The product arrived at my house in SP shipped from Overseas with a soft packing (not appropriate for sensible goods). Instead of keeping the product until the day of install the shop sent to my house without my authorization and with the soft packing already opened. When the day of install came the massive thick iron on top of it was cracked and their answer (after I reached them) was that it was impossible to break during shipping (a joke). They have no way of proving that the product left in perfect conditions and no way of proving it arrived in perfect conditions.
Their technician told me personally it would be almost impossible to break that at home and that there were no signs of it falling of someone’s hands. They were not supportive at all and basically left the problem for the customer to handle. We tried contact with the owner of the shop but she was not available to talk on multiple occasions. Gaggenau please choose your representants more carefully!!!
I have owned 4 Gaggenau appliances for the last 15 months and they have been nothing but trouble. I still have my old Miele oven in the next room, since I need to use it during the long periods the Gaggenau ovens are out of action and awaiting repair. All four appliances have been repaired at least once. The Combination Steam oven died with electric smoke smells over a month ago and despite two engineer visits (one aborted on the morning of the appointment) and multiple calls to customer service I still don’t have a date for repair.
Every appliance in my kitchen is a Gaggenau appliance - but that won't be the case for long. I am absolutely appalled at the customer service that I have received from what is supposedly a premium brand. My Gaggenau gas range broke in mid-July. The earliest Gaggenau customer support could get a repair-person to my home in Los Angeles was today, September 1st - a month and half later after the range broke.
Last week, I received an email that indicated I would receive a call regarding the timing of the visit last night or early this morning. That scheduling call never arrived. I called Gaggenau customer service late this morning. After waiting for ten minutes, I was finally put through to a customer support person. When I inquired about the service visit, the rep said that they saw it on their calendar, and then put me on hold. After fifteen minutes, I was disconnected, and never received a call back.
I tried Gaggenau customer service again at about 2pm. Again, I waited ten minutes for a rep, and again they put me on hold to research…this time for 35 minutes and counting. How is this any way to run a company for a clientele who pays a premium for your products, and expects service to match - not to be left without the use of a broken appliance for a month and half, and spend hours on the phone dealing with horrible technical support. Absolutely pathetic.
I redid my kitchen 9 years ago. 5 new Gaggenau appliances. Have needed repairs on dishwasher and fridge (twice). Now the wall oven needs a new part but Gaggenau says it is no longer making that part. After 7 years they stop stocking/supporting parts. Despite several calls with customer service, who admitted that 9 years is not long for an oven, Gaggenau is not prepared to do anything for me. No discount on a new oven. Nothing. So, for want of a single part they tell me to go buy a new $10,000 oven. Shocking for a supposed high end product. Think twice before buying any Gaggenau product - after 7 years you may well be unable to repair and Gaggenau will do nothing for you.
Gas burners do not light for many seconds and then flame becomes very large. They can not fix it so now they blame us. Terrible service person who just blames others. They will not replace the unit and this has occurred for 8 months.
A Gaggenau oven and cooktop were in our apartment when we moved in. The stovetop is gas and horrible to light. I had it serviced--not cheap. The burners worked somewhat better for a while, then they didn't. Just to boil water involves turning on 2-4 burners, then waiting a minute to see which ones light and if they go out. After I do this 7 or 8 times at least one burner will stay on. As for the oven...it's so complicated that I have to get out the instruction book just to turn it on. The last two times I made cookies, they didn't turn outright. The oven also comes full of racks and trays with some edges turned up, some turned down, and two with a rectangle cut out of them. The booklet says you HAVE to use their pans in order for your cookies to turn out, so I did, and they didn't. I used to like baking, but I hardly make anything anymore because it's so frustrating.
Gaggenau Ovens Company Information
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