Thermador Experience (multi-fridge experience)

Adding a personal experience here since I've been dealing with issues with a brand new Thermador french door built-in.

For context we had a Thermador built-in bottom freezer fridge in our old condo (new build) that was amazing for the 9 years we were there. No issues and we were really happy with how the fridge looked and functioned.

When we moved to our new place we considered all high-end brands of fridges and narrowed our list down to SubZero and Thermador. We always wanted SubZero which my in-laws had, but ultimately we settled on the Thermador 36 inch French door built-in for 3 main reasons:

1. Our last Thermador fridge was great

2. The door mechanics on the Thermador felt a lot smoother. Subzero's felt kind of dated and wasn't as easy to open/close.

3. We liked the non-grille look of the Thermador, plus their vent is hidden at the bottom of the fridge, which means the usable fridge space is higher up so you don't need to bend down as low to access the freezer drawer.

However our current fridge broke after 2 months. This Flex drawer broke so we were stuck with half a freezer, and the ice maker also stopped working. Before that, the ice maker didn't stop making ice so we had to manually turn it off. From then we had one service call per month to try to fix this all under warranty. I had to call in every time, they would not proactively reach out to me for updates.

Month 1 - called in for a broken part. Scheduled the next soonest appointment to fix it.

Month 2 - they came back with the part (different serviceman though) and the serviceman did not know what was wrong so did a complete re-diagnosis. Then he installed the new part, said a second part was broken so the single part wouldn't work. Also noted that the ice maker sensor was broken (we actually noticed this earlier). Ordered the new part

Month 3 - installed the 2nd part. Fridge was still broken. We called in to file a claim, and they said they need another person to come in to check that all the parts they installed indeed did not work.

Month 4 - service came again, confirmed fridge was broken. Started a claim to get a refund. They said they could only offer dealer credit or replace it. Dealer did not want the credit so we opted for replacement, and we came to terms with just giving Thermador another shot.

Month 5 - We got our replacement approved, and they said an installer would reach out to me.

Month 5.5 - I checked 2 weeks later because I did not get a call. They said fridge is backordered and don't know when it will arrive. I said I want a refund because this is a lemon, otherwise I will sue. They said they can put in a claim for a buyback instead.

Month 6 - This is where we're at now. I called again to check the status and they said there was never a request for a buyback put in. I asked them to do this once again. An hour later customer service called back and said the fridge is actually scheduled to ship next week. We decided to just take delivery on this one.

Hopefully this one won't be defective, if I don't update again here hopefully that means that the new fridge is good.