If I could give less than 1 star I would. Thermador Customer Service is appalling. We purchased an entire suite of Thermador/Bosch appliances for a new home build. The first oven did not work - it came with a broken fan. Then the mother board went - that was year 1. The giant refrigerator - kept freezing the cooling system and icing the fan. We had technicians out 4 times to repair and thaw the refrigerator. Then we went through the replacement process when the closed refrigeration system failed completely. That took months of back and forth service and finally replacement. Then refrigerator number 2 had to be serviced within 6 months - for the same problem. Ah - they said they fixed that problem which was a sensor engineered too close to the cold so it didn't sense temperature properly. A design flaw. So they repaired that for $600 - and it should have been under warranty. 4 months later the refrigerator stopped completely without warning. That was August. Back to the repair technicians - ok we can probably fix this - $2500. Wait - that's under warranty isn't it? Down the warranty road with Thermador customer service again... No parts available and we don't know when we can fix it. Our policy now is to replace the unit if we can't fix it. OK - so now weeks later we are still waiting the replacement. But we follow up - calls to customer service - need to be assigned a case number. next week got a case number - now they need reports from the appliance techs and they don't have them. We get them sent. Now they have it and it has to go up the chain for approval. Another week. ok looks like approval but now it needs a new case number because it's a different department not us. And "I suggest you go buy another refrigerator because it will take a while to get you a new one". Huh - that's what customer service recommends? Another week. Got the new case number. Wait - now the Appliance Replacement team needs to find a dealer in your area. But we know who the dealer is don't we? Nope - we have to put it into our process. BUT "suggest you find a rental company that might rent you a refrigerator because we can't say when this will be resolved". That's what their customer service suggested. Another week - ah sorry we are backed up and haven't begun looking for the dealer yet. Escalate me please. Get to supervisory customer service. "Sorry but it's not my department so I can't help you - that's Appliance Replacement". Please escalate me to them - Nope - "they don't talk to customers". Really. So now I will try to do their job - find a distributor, find the refrigerator model in stock and get them to reach out to AR because they might talk to a dealer. And get approval to let the appliance dealer they don't know they have to install the appliance they didn't find. Thermador you suck.I would say run fast in the other direction if someone suggests you purchase their appliances because nothing is worth the hassle of dealing with them.UPDATE Today - now in month 2 without a refrigerator. The official response to the dealer trying to get one to install is this ... Unfortunately, our warehouses are having difficulties right now, due to upgrades to our ordering program. They are working very hard to rectify the issues, so that orders will ship out. For this reason, ETAs are not possible at this time.If that isn't the most unhelpful and meaningless response ....
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