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Original Comment December 16, 2020<br /> Dear Thermador,<br /> <br /> We are writing this letter to let you know how disappointed we are with your customer service and incompetent warranty program. While we love our new appliances, both a propane range and a dishwasher, we are more than dissatisfied with your response when an issue arose.<br /> <br /> We purchased a 30&quot; gas range 4 burner (PRG304WH) and a dishwasher (DWHD650WFP) April 12, 2019 from Roby's Furniture and Appliance in Astoria, Oregon. Early July 2020, the oven was not working. It made a loud pop and a hissing sound. It didn't heat up. We called Brian's appliance who came out to repair the issue. He messed around with it and seemingly it was fixed. The next time I tried to use the oven, the same thing. We called your customer service to hopefully rectify the problem.<br /> <br /> We spoke with Chris, in California, who thought it might be a control board issue. He offered to replace our range, which we declined. We just wanted this one repaired. Then we called again, spoke to Anita, she promised to help us, to no avail. We called a week later, spoke to a gal in NC. She seemed helpful, but again, no luck to get the range working. I called Janelle on August 28th for over an hour. She guaranteed me that her supervisor, William would call within 24 hours. This never happened. AND, I'm still without an oven.<br /> <br /> Along the way, Roby's would call once a week, as they were trying to have their Thermador representative assist with our problem. Apparently, we are too far away from a &quot;qualified&quot; Thermador repairperson, so our warranty is really not an option.<br /> <br /> Finally, it was September (now almost 3 months later without a range) when we were conversing with our propane dealer. He said he knew about propane ovens and would take a look. He determined the problem to be a faulty hot surface igniter. He replaced it, within two hours my stove was working and has been a champ ever since.<br /> <br /> We thought you should know our frustration and lack of confidence in Thermador service programs. Our purchase, which wasn't cheap, was made in part because of your reputation to stand behind your products. <br /> <br /> In the future, it is our hope that you do a better job with taking care of your customers. Please stop sending further extended warranty information, it is clearly a fraud.<br /> <br /> Thank you,<br /> Kristin and Paul White<br /> <br /> Long Beach, WA 98631

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