Thermador Customer Service Complaints - page 3

One month after our warranty expired the gas stove top quit. Called customer service and on hold over 40 mins before hanging up. Visited online customer service and learned only contact us option is phone. What a joke. Will never buy Thermador again. Next call is to the sales person who recommended the appliances.

My Thermador built in double door quit working this weekend while away for the weekend . The ice melted and ran onto the floor through the dispenser . Bad design and ruined my hardwood floors. Finding a repair person is difficult .

My wife called customer service today 4/5/19, the representative was absolutely no help and extremely rude. We had a concern with our 10k oven, with the error message displayed in the screen. The guy told her it's a common problem and to take off a panel and jiggle the wires. WOW. She also mentioned how hot it gets behind the oven and we were suppose to receive info via email with acceptable temp ranges for behind the oven. She explained to him that we have not received the info and he proceeded to remind her that we are in a pandemic and basically it not a concern to the company. So with that, I guess our fire hazard concerns are of no importance to the company. If I were in charge of customer service this representative would not have a job long. A company that sells 10, 20k appliances should be hiring representatives that take better care of their clientele.

Incompetence at it's Highest Level ! Thermador/ Bocsh Customer service, Field Service techs &Extended Warranty are the WORST any customer can ever go thru. When you call them, no one knows anything and can not help in any ways. They set up dispatches about 4 to 5 weeks ahead of time and they do not send the part out. This does not happen only once but it happened every time. This time it was a rep by the name of Brian from Bosh Waranty who set up the dispatch without the part. They could not CARELESS the time customer takes from work to be at home for them to show up.There are no follow up calls on dispatcesh or parts until last minute.
Our story is too long to describe but can provide last few case numbers in case their UpperManagements decide to care a tiny bit. In short, we had a problem with the hood failing on us Holiday seasons 2018 and 2019 but Bosh customer service beleives that this is NOT sufficient for a customer to go thru before they can replace the whole hood. They rather have customers go thru the pain dealing with their incompentence and made sure that we will waste our valued time dealing with their unprofessionalism. Just as a note: the cost to their company is probably higher for several failed dispatches and sending & resending parts instead of replacing the whole hood and setting up " professionally" a single dispatch.
We made a big mistake in buying this 25K Thermador kitchen and wasted $ for their lousy extended warranty as well. The sad part is that we can not rip Thermador out of our new kitchen (2 1/2 yrs) without redoing from scratch. In conclusion for any new customers out there: DO NOT BUY THERMADOR/ BOCSH.

Compared to the other, many complaints about your appliances mine may seem trivial, but the outcome is the same. Because you no longer manufacture a oven sleeve (gasket) I can not use the smaller of the two ovens on my Thermador range (GCR484GG). When we remodeled in 1995 I thought I bought the best range I could afford and paid a lot because I am an avid cook. Kitchen guy asked me if I was planning to cook or just have nice appliances for looks. (I guess some people do that!) About a year ago, after years of faithful service the sleeve failed and I have spent the past year searching for a replacement only to be told by several appliance parts providers that the part is no longer manufactured. Well, I have a wonderful, giant range with a unusable oven. Am I supposed to sell it for junk? When I sell the house, what do I tell the buyer who will surely insist I remove the unit. Whom do I hire to remove the one ton piece of metal? I called Thermador customer service for advice and was offered a few lines which amounted to "tough luck".

I have been calling your customer service numbwer in CA at least 5 times and have neveer talked to anyone. I have been on hold for as long as 15 minutes. Is there really a customer service dept.

Purchased their to of the line range - it was broken from the time it was installed. Customer service was rude nd of no help - asked me to get on my hands and needs and get a scredriver to get the serial number of the product. Said that even though it was delivered broken it could not be returned - had 2 service calls still not working. Want to send out another tech. I told them I want a new one as it was broken when delivered. Refusing - they need to escalate it to management where it will take 48 hrs for them to decide. It is ridiculous - I paid 10k for the range. They have way worse customer service than sears and they are suppoesed to be a premier brand.

I am VERY Disappointed! My oven that is only 11 years old doesn't work and can't be repaired because a small part I need is no longer available! My sister's oven is 26 years old and works just fine! I would not recommend Thermadore to anyone! They do not stand behind their products.

A spent a huge sum on a new kitchen with all Thermador appliances. Some of them have worked well over the last 18 months: the steam oven, the microwave drawer, the range hood and the wine column. The items that do not work have been terrible. Let's start with the 48" duel fuel Pro Range. Service has been here at least 10 times and I'm still having problems When I call for service it takes a minimum of 10 days and up to 2 weeks for the service guy to get here. The cook top on the range works well; I like the extra low and extra high power on the burners; the grill is fine too. Using the ovens is the tough part. Somehow heat messes with the computer components and breaks things. Sometimes it is the heating element, sometimes is the temperature gauge, sometimes the self cleaning gives me messages that say call for service. The fan in the rear has run for hours at a sound so loud no one could talk to each other in the kitchen. The fabric around the oven doors is shredded. It goes on and on. I hope that anyone reading this will stay away from Thermador. I spent the equivalent of some people's annual salary to have this garbage in my house. I would like to prevent others from doing the same.

We purchased aThermador/Bosch appliances for our newly constructed home. I truly regret buying The Thermador stove. We had the stove installed in Oct and was having our family out for thanksgiving should have been a blazing red flag when we cooked some biscuits and the tops burned and the bottoms were raw. So thanksgiving came and we started cooking in it well needless to say everything we cook burned so we thought that it just might be the large side that may be over temping so we turned on the small side about 5min after turning it on sparks shot out the back and front of the oven and all the breakers flipped off. We have had three service calls on the oven and all they do is replace parts, the oven is still burning the tops of anything we put in the stove it has over temped so much the racks won't even work now.

I have had a Thermador side by side refrigerator and freezer for less than a year and the freezer has gone out twice. It is currently not working. To make matters worse, they have NO technicians in the entire Chicago area that can fix it and they are refusing to replace it. I have lost hundreds of dollars in food, meat and fish.
It is frustrating and so unprofessional that they will not just replace the freezer as thaT is want need to happen. IT IS LESS THAN A YEAR OLD FOR GOD SAKE.

I AM A VERY DISSATTISFIED CUSTOMER AND WILL NOT RECOMMEND THERMADOR PRUODUCTS OR SERVICE.

My $10,000. gas thermador range has been leaking gas since December 2014. It was red tagged by the gas company, meaning it is hazardous and stated "do not use until oorrected."

The recommended service company, APPLIANCE REPAIR EXPERTS, in Indio, Ca. and the only one repairing Termadors, came out and the technician said a part was needed which he ordered. I've called Appliance Repair Experts several times to see if the part came in, but they never called back to say it arrived. SO I HAVE A $10,000 RANGE I CANNOT USE.

We remodeled our kitchen in summer of 2013 and purchased all brand new Thermador appliances, totaling $ 21,000.00. The springs and cable in the new dishwasher broke, causing the paneled door to slam down, just above the kitchen floor. Both my husband and I were hit by the door, which caused us both bruising.

This happened just before Thanksgiving and it took 3 weeks for a service call, as Thermador is very short handed and will subcontract to a local appliance repairman, who is also very busy. I was told when I called Thermador (800) 735-4328 that there was a "recall" on the dishwasher door springs ! Really, never heard from Thermador advising us of any recall and we had submitted all our product registrations. The San Francisco Bay Area is severely understaffed with skilled Thermador appliance technicians.

3 weeks come and the technician couldn't get the dishwasher out of the cabinet and he told me I needed my contractor to remove it. We felt that the technician was possibly inexperienced and maybe another technician could get the dishwasher out. Another 3 weeks, another technician and he also could not remove our dishwasher. Another 3 weeks and now we had our contractor pull out the dishwasher yesterday, in preparation for today's service repair appointment. Our contractor had absolutely no problem pulling the dishwasher out, as there is a rubber trim on both sides of the unit and he was able to pull it out by placing a putty knife on either side, to ease it out, without any damage. Something a Thermador technician would have known and certainly been trained for ????

I just receive a call that today's technician won't be coming after all, as I am home waiting during the 4 hour time frame, to say that the repair parts were sent to him incomplete from North Carolina ! So now I am beyond furious and again call (800) 735-4328 and the Thermador rep told me he would make contact with Thermador corporate and I would receive a call early next week, like that will ever happen !! Now my door is still broken and I can't even use my dishwasher until the correct replacement parts show up next week !

The last time I asked about corporate contact information, the Thermador rep suggested I write a letter and mail it to corporate in Huntington Beach and direct it to: To Whom it May Concern (no joke, true comment) Horrible response to a Thermador recall problem !!!

I have a Model Cooktop gas....it spontaneously tries to ignite.. You could be sitting there in the evening , you'll hear the clicking noise and see the sparks like it's trying to ignite with no one prompting it!!! I called Customer Service they said they'll document it (???) Service has been here three times in 10 months no resolution. Can't find a mailing address for Thermadore. E-mailed the company that sold it to me.. for advise. I turn the breaker off in the evening before going to bed, makes me very, very anxious. Anyone?

We have all the appliances and too, are very disappointed in the service.
First of all the wine cooler is not cold enough, but mostly the freezer is a piece of you no what. Service man has Ben here three times, with very late calls or no calls of communication.
I think we need a group law suit to wake up corporate office. What do you think.
Patty

ordered a part from thermador that was showing as "available and in stock today"on a monday, asked for 3 day air- paid extra, for that but no such luck!
not only did it not arrive in 3 days it did not ship until 3 days later!!! and now Im told it will arrive one week after order when I called to ask about this I was told (this is now on the third day) "yes" it would arrrive the next day, which it did not. So I call back and a different person said "no' it wont arrive until the follwoing Monday which according to her twisted math was the '"third day" and "no" they wont refund the extrra charge!
they really suck!!!

Talk about disappointment - what a let down by a very high-end brand name appliance. We had two appliance installed in the wall-cabinet. A Microwave and an Oven. The trim for the Microwave was over $250. The Microwave has not functioned well since we had it installed in December 2011 and the Microwave was manufactured in June 2011. For the first year the Appliance Store sent a Technician to repair the Microwave. In March of 2014 the Microwave "packed-in" Would not heat the food and the time-counter would not complete. A service all was booked via Thermodor. The appointment was a week later. The technician was on time however he was in the house for three minutes and told me that he has to order the part and that the service centre will setup another appointment for the install. Four days later I did not get a call so decided to call Thermodor and they had no update by the technician and I was told that they would have to do "investigate" into the matter and will get back to me. Still waiting...........

RP

I have to say we are totally disappointed in the service of this product!!! We just put in all thermador products just 6 months ago . Our refrigerator starting leaking 2 weeks ago and we have yet to get it fixed!!! I guess we thought with as much as we paid for these products the service would be a lot better!!! Also the product would not be in need of service with in just 6 months!!!! We r in the constrution buisness and we WILL NOT RECOMMENED these products to ANY of out future customers . So very disappointed!!!

Lesson learned the hard way! Put in the time to research products and service BEFORE buying as once you have purchased, to late.
We built a high end custom home with a fantastic builder in the area about 2.5 yrs ago. Unfortunately when it came time to purchasing all the appliances, we didn't listen to our builder. Instead, we listened to the salesman about how great the Thermador products were and their reliability, etc. Well, after delivery/replacement of 4- 48" refrigerators, a couple of service visits on our double ovens, the dishwasher all within 5-19 months, our microwave just went out ! Again, we upgraded and paid for what we thought were top of the line, reliable Bosch/Thermador appliances when in fact the standard builder quality appliances that he uses and the majority of our neighbors went with, are all working perfectly over the last 2.5 years with no issues. Imagine that, the cheaper standard products are providing a lot more reliability and service than the top end German/ Bosch made items we were talked into. And to put more salt into the wound, noticed on the microwave label, it was made in CHINA! Let me get this straight, we paid up for what we thought were high end German appliances from Bosch (must say historically, we tried to always purchase German made products given their superb engineering and reliability from cars to household appliances/electronics) humm, whats wrong with this picture?
In any case, when I contacted Thermador service about the microwave, they told me it would not be covered under warranty (in fairness, all the other repairs were under warranty but still had the hassles of dealing with
scheduling windows, etc). They told me it sounds like a couple of major parts which would cost approx $575.00 including their service fee, parts and labor. So I called for the price of a new one installed. Even with my builders discount, it would be $750.00 which is ridiculous but again, I am held hostage as the custom cabinets and their trim pc will only accommodate this microwave. So if I wanted to change it out, I would have to add more money for a refit, staining, etc.
I have sent a couple of emails to corporate headquarters across the Globe and spoke with a few folks in the service group but nothing.
So in summary, I would strongly recommend that you take the time to do your research and check out the details behind the products so that you can avoid paying top dollars for something that honestly, the guts of the unit(s) is probably the same as the cheaper brands. Again, for the final blow, I called around to another repair company to get their idea as to what it would cost to repair and he told me that actually you can use Panasonic parts to repair as they are the same and you don't have to pay for the Bosch/Thermador name, which actually was about $230.00 cheaper!!
Extremely disappointed and looking forward to my next home move for sure and avoid my sleepless nights as to what next!!!

We purchased a kitchen full of Thermador appliances including A refrigerator, induction cook top, micro/convection oven, oven and warming tray. Our salesman said that he thought there would be a griddle style tappanyakis included as a gift based on the amount on pieces we purchased and on a conversation he had with Jim Brantley who is your local rep. We would not have purchased any Thermador products if it were not for the salesman who at that time was managing BWA appliances. My wife on two previous visits to BWA never had anyone come up to her and ask if they could help her so she said she would never go back to BWA. We went back on a strong referral from our kitchen designer and were very pleased with the knowledge our salesman had of the Thermador products so consequently we bought the items listed and have been very pleased with your products. When we contacted your rep we never received a response until the second or third contact which was very disappointing. The bottom line is that we did not receive the griddle as we understood we should have and it was hard for us to believe how poorly your rep responded to us. As much as we have enjoyed your products so far it is sad to say that we would not recommend doing business with BWA to our friends and we would not hesitate to tell them how unresponsive your rep was to our concern. When the time comes to replace our appliances we will only continue to use Thermador so long as we do not have to deal with BWA.

I have vented my concerns and if Thermador is interested enough I would be happy to discuss this in more detail which actually worsens what actually happened.

. Customer service is so important and we were so surprised and disappointed at the lack of service we received from your rep.

Regards,

John Howard

i agree with all of the negatives. Paid a lot of money because we thought we would have great stuff and great service. I am not so disappointed in the products as I am the service. --or lack thereof.

terrible. The company no longer has the parts but sends out service people and bills you instead of telling you ahead of time that the item cant be repaired. They basically steal your money.

Dear Sirs,

I own a Thermador oven model manufactured on september 1995 with problems showing an error code E010. The users manual recomends to call technical support. The oven technicians said that the card that controls all oven functions including the thermostat is damage. I live in Caracas, Venezuela and can't find the replacement. Do you have in stock the replacement(s)? Which is it's/there costs ? Can you deliver the parts to an US address ? If you have any questions please let me know as soon as possible. Thanks in advance.

I have a Thermador built-in refrigerator that stopped cooling 2 months ago. The unit is under factory warranty and I was told that it couldn't be repaired and would have to be replaced. I have chased Thermador Customer Service for nearly 2 month to have the unit replaced. I've been passed from one person or dept to another with no resolution for nearly 2 months. Each time i've been told that the replacement unit is on the way and each time I call back I find that nothing has been done to replace the unit. There appears to be no way to contact Thermador executives or senior mgmt. Therefore, I just have to sit now 2 months with no refrigerator and no way to keep food overnight.

Customer Service is disgraceful. I took a day off work to be called at 9 in the morning to be informed the repair man was sick and had to reschedule. I contacted Cathy at Customer Service, (which is recorded) and was told to bad and I could use another provider if I was not happy. I informed her that I had a wedding on the saturday and needed my appointment as scheduled. Cathy informed me that it was not Thermadors fault their employees call in sick. After paying top dollar for these appliances you would think you would get top quality customer Service. I requested to talk to her manager and she informed me that the problem stops here and no need to forward to a manager. I think the public should be aware of this disgraceful customer Service.