Thermador - Horrible customer care - built-in microwave
Our kitchen was completely remodeled about five years ago and purchased all new Thermador appliances. The built-in microwave died earlier this week.
Called their customer care and asked if this is typical (light use), Caleb said no. I said I would love to get a replacement, and I'd be happy to send in our original receipt. Nope. You need to get a technician for a diagnostic ($130 visit fee, plus $120/hour).
So, I would fork over $300+ dollars to fix a microwave that should have lasted much longer. And here's the best part.... hold on! ....
we would review the diagnostic and determine whether we can prorate you on a new microwave ($800). What? So, I would spend $300 for the technician another couple hundred dollars for parts, and then Thermador may (key word) get me a discounted replacement? No promises on their end, no guarantee on a discount.
I've been in marketing for 20+ years and have never heard of a company pushing a loyal customer away, if anything, the buyer is your golden ticket to expanding your marketing opportunities. Needless to say, I purchased a competitor.
I would have been happy to send $500 to Thermador but so glad I didn't. Samsung replaced this one and fit perfectly into the built-in space ($180)โI can care less if this one breaks down every year!
Reason of review: Poor customer service.
Monetary Loss: $800.
Preferred solution: Let the company propose a solution.
Location: Seattle, Washington
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Please avoid publishing any personal information and promotional content
It's out of warranty. You did the right thing ; vote with your wallet and buy something else.