Bsh home appliances corporation - north america Reviews

There are no words to adequately describe what an abysmal failure this company is in terms of customer service! I thought Thermador was a high end company. Boy was I wrong! The fact they use this company for their service repairs does an enormous discredit to their supposedly great reputation. I write very few online reviews and only normally do so when the service is either extremely good or extremely bad. In this case, it is the latter.

My newly installed Thermador inline blower made a loud thud the first time I turned it on and I immediately knew it was broken. It has been nothing but a huge headache since. Three months of missed service calls (not once, but twice) and back and forth after very long waits on hold with customer service and I am so done with this company! If you live in Southern California, you will likely be referred to this company when you need repair service. BUYER BEWARE! I cannot emphasize enough that if you are considering high end appliances for your kitchen, look elsewhere than Thermador, Bosch or Gaggenau. Read on if you want more information of my ordeal so far with this absolute failure of a company.

First service call:
Repair tech took a brief look at the vent insert and said he could not repair the inline blower, installed above the vent insert, because the vent insert appeared to be installed incorrectly and he did not want to be responsible if something happened to it.

Second service call: Tech called in sick and customer service called me three hours into the scheduled service time to say they had nobody to replace him and they needed to reschedule.

Third service call:
I was not home when the repair tech (same guy as the first call) arrived, but he asked my wife to get the vent insert from the other room so he could install it to make sure it was working properly. (Wait, what? This was after being told during the first service call that he could not touch it because it appeared to have been installed incorrectly.) In doing so, my poor wife sliced her finger on one of the sharp metal edges and took a gouge out of the wall while bringing it out of the other room for the tech to re-install. He then took one look at the blower and said he could not work on it because the serial number was not readily visible and therefore the item may possibly be a counterfeit. Never heard that one before! Finally, after a call to the appliance salesman from another company who sold me all the appliances, and who has been the only helpful person in all of this, another service call was arranged for them to return and repair it another time.

Before they came out again, I recently received a call from the appliance salesman who asked if I was offered the option of paying for the repairs, but had refused. I told him, "Absolutely not. Why would I pay for repairs to a brand new appliance that completely failed the first time I used it?" He replied that he had been looking at notes that had been entered into their computer database regarding my previous service call. The notes said that I was offered the option of paying for the repairs, but had refused. I reiterated that at no time did that ever happen and I had no idea where that statement would come from.

Fourth service call: I received a voice mail from customer service advising that my service call scheduled for today had to be rescheduled because the repair tech had a family emergency and they had no one to replace him. Okay, no problem. These things happen. But, I didn't have an appointment scheduled for today. Another interminable wait on hold for customer service and I'm told the repair tech who was going to come out (despite not having an appointment scheduled) was assigned "special training" today (whatever that is) and they, once again, had no one to replace him. The misinformation never seems to end with this company. Another call to my appliance salesman got them back out the same day. But the inept tech, same guy, failed again to fix the problem.

I wish I had the option to give them zero stars.

I wish I read these reviews before calling them for Thermador service. By the end of this whole non-working-brand-new-Thermador-microwave experience, it will be 3 tech visits and 4 months later of waiting. Premium appliances does not equal premium customer service for Thermador -i t is quite the opposite. The technician that came (he claims to be the only Long Island-NY technician for Thermador) - was unprofessional to the highest degree - and I manage a client service team so yes, I'm slightly critical. He actually asked my husband for help - so that should tell you all. Would you ever expect ANY service technician that comes into your home to ask the homeowner to do something??!! At this rate, bring back Sears people! Will never buy another Thermador product again, lesson learned.

Horrible experience. Rodi was abusive to my wife, didn't believe our dishwasher flooded our basement (?!), and refused to put the dishwasher back as it's been for the six years we've owned our home. Typical 'mansplaining' man, but added "bonus" of likely not fixing the problem. Scolded us for using the wrong detergent and loading it wrong, but admitted that could causes flooding. Bosch dishwashers are fine. God help you if you need a repairman. Make sure you don't get Rodi to step foot in your house.

Terrible Technicians, If you are considering purchasing a warranty service or repair of your appliance forget these guys. The technician arrived without the parts the first time even though he had been here before and knew from the service request what he would need to repair. After waiting 2 weeks for parts Dennis (out of Irvine, CA Office) came back and installed the parts he said were sure to fix it. After he left we discovered his dirty paper hand towels on our food prep area, the front kick plate of the range falling off, the spark ignitor still sparking at random times when not in use, and the flame of the burner he was working on was so out of adjustment - in a dangerous way - it couldn't be used. Cal for service and wait 30 min for operator is also a fun added bonus!!

I scheduled a repair service for my Thermador Espresso machine the end of January 2021- The soonest they could come out was February 19th (3 weeks without my morning brew, ouch). Techs arrived, checked machine, stated it was the heating unit. I authorized repairs and parts and was informed the soonest they would be available would be 4 weeks out, March 26. I agreed, and waited.

The day before they were scheduled, I received a phone call reconfirming the repair and was given a 4 hour window of time. Unfortunately, they were a no show, and did not bother to call to advise.

When I called to see if they would be showing up, I was informed that there had been a problem with the parts, but that they would reschedule for April 30th. I was aghast that a company could be so unprofessional- I had taken the day off to be home.
Because I have not been able to find another approved Repair Center for Thermador s Espresso machine, I had no choice but to wait another 4 weeks.

On the 29th of April I phoned in to get a time slot and I was informed that the Techs would call in the morning and provide a time frame. The day came and went, and no call from Techs, no call from BSH, no calls at all. (Another day that I
took off in vain)

Bottom line:

If you are looking for responsiveness, the answer is NO

If you are looking for them to honor the times they said they would be there, the answer is don t count on it.

If you are expecting them to give you a courtesy call informing you of their change of schedules, the answer is don t hold your breath.

This company has to be the worst I have experienced in decades with regards to customer service. Our two year old dishwasher flooded our house and BSH Home Appliances Corporation told us to get lost. Now they refuse to communicate with the Better Business Bureau.

Please be aware of Thermador Ovens and Dishwashers!! We actually own a Thermador Gas Range Model PRG304GH/24 and a Thermador Dishwasher and within the first 2 years we have had big issues. Within 10 months of purchase the Oven lost a mainboard which controlled the cooling fan once the oven gets hotter than 250 degrees F. So when baking over 250 degrees, the oven would stop heating since the fan was not running. We worked with an amazing local company to fix it and it was covered under warranty, but we were done for nearly a week without our oven. Then after 28 months the dishwasher stopped heating the water. The heater in the pump malfunctioned, but the pump continued to operate. The same great local company came out and repaired this for us, but we had to come out of pocket for parts and labor. Since our 2 year oven warranty was expiring last July, I purchased an extended service plan for the oven from Bosch (Thermador). Well, last Sunday our Oven will no longer bake. So Monday morning I called the Service plan number and opened a case. Today is Wednesday afternoon and still no response from Bosch at all. So I called and was told Bosch has 3 days to get back to me and let me know if the issue is even covered. What a joke!!! At this point, I guess we have no oven for the Christmas Holidays as most every local repair shop is slammed until January. Since Sunday our oven which we paid over $4,000 for in 2018, is still broke, and I paid nearly $300 for a 1 year service plan that I have to wait 3 days just to get a response if it the issue is even covered by the plan. DO NOT PURCHASE a Thermador product unless you are willing to roll the dice. When the dang thing works, it does great, but for $4K we should not be having these issues. Once we get it repaired, I will be replacing this with a more reliable oven and spend my money on a service plan from one of my local repair places vs dealing with all this red tape!

Horrible customer service. I was shipped the wrong Control Panel part for a dishwasher ($300), and all I wanted them to do was exchange it for the correct part. They basically said "I ordered the wrong part" and would not even consider the possibility that they shipped the wrong part. All I have is my model # and their ordering website, and somehow the wrong part arrives at my door. Doesn't matter, the order was incorrect and here is a copy/past of THEIR terms in the order confirmation:

"To return Merchandise damaged in shipment or incorrect order:
You must call BSH/Bosch to receive a Return Authorization (RA) Number no later than ten (10) days after receipt of the order. Mail the Merchandise to BSH/Bosch with the RA Number written on the package. Credit will be issued approximately three (3) days after BSH/Bosch has reviewed and approved the return (credit may not show up on your credit card statement for 1-2 billing cycles)."

They claimed they don't refund electronics, but their own policy, which they sent me with the order, contradicts this. This is an exchange, not a return. I am still trying to give them money - a lot of money - I just want the correct part. I could have bought from a knock-off but went with the OEM thinking I'd get good support. Holy S**t. I will win in the end, credit cards protect us from as**hole companies like these. The documentation is irrefutable.

DON'T BUY PARTS! The customer service rep. informed me that the part I ordered had a computer chip in it so they would not allow a return. I would even welcome store credit, but "NO! You clicked that you understood that computers cannot be returned" (It was likely buried in the long legal terms of service and not properly posted) so I'm out $100 bucks and my freezer still doesn't work. I'm unbelievably frustrated and have to go spend ANOTHER $100 on the right part at another store. They do not value their customers; HORRIBLE way to do business.

This place is the absolute worst place in the appliance world with which to do business. Hours on the phone trying to get information re repair parts. No matter who I ultimately spoke with all they would say is "We are customer service" and not a repair person. We cannot advise you on which part is correct one for your product." This comment even when the number called was for Parts and Service. Over the years I have bought their products for all my homes but I will never buy Bosch, Thermador, or Gagganau again. If I could give them a negative number I would say -10.