Thermador Cooktop - Defective out of the box, refuse to exchange.
As part of our kitchen remodel, we purchased 36" Thermador induction cooktop with a mirror finish. Cooktop has touch controls. The cooktop was installed and one of the buttons is virtually impossible to press. Cooktop does work, but some buttons do not work unless they a pressed with excessive force.
I called Thermador, who sent a repair person (from a local company). The independent repair tech's diagnosis was a defective control board and that it should be replaced.
Essentially, the unit was defective out of the box. If I let the tech replace the control board, this will now be a refurbished cooktop that I paid full price to have installed. I didn't want to buy a refurbished cooktop at Thermador prices. We wanted a new cooktop.
I asked Thermador to exchange the cooktop with a new unit. I thought this was a reasonable request. I paid for a new working cooktop. Customer service rep had to bring my request to management. After a few days, management denied my request, but gratuitously offered to extend the warranty on the device an additional 6 months and fix the unit (as they are obligated to). Warranty is 2 years, so adding an extra 6 months would be a 25% increase in warranty and give me a 2 1/2 year warranty.
I'm looking for feedback from other GWers. I am frustrated. I didn't want to a refurbished cooktop. Also, this isn't like a refrigerator that was scratched and needs a new door skin. This is the control panel they are replacing on an induction cooktop. The brains behind the entire device. Clearly the appliance wasn't inspected or tested properly before it left the factory. It would be one thing if this was installed and broke after a month or so, however, the unit was defective out the box.
What are my options? What would you do? I have briefly talked with the dealer who sold it to me, but they knew that I was working with Thermador. I can go back to them.