Unfortunately Techs get sick or have famly emergencies just like any body else. It's one of the things I deal with in my service business. We try to accomodate our customers as much as possible but unfortunately can't meet the appointements that day.

It does seem like Thermador was trying to be pro-active with helping you. There are hundreds of horror stories here on GW where people had service appointments and never heard from the servicer that their appointment was cancled until late that day after waiting all day.

We're concerned that they are "suspending service" to our area. That is not a good sign.

As someone who has lost both parents in the last 7 months -- with multiple hospitalizations, plus DH's surgery -- not to mention the crazy schedule both of my boys have had this year, I think your expectations are a bit too high. The fact that they called you and gave you someone else to work with is what I would expect them to do. The did meet their obligation to provide service. Seems to me your gripe is that their tech had an emergency and they had to reschedule. Sorry, but you're never going to find that perfect world outside of a Walgreen's commercial.

Maybe Thermador is suspending service to the area because the Familiy Emergency is much more serious and will take more than a day to resolve.

A few years ago another servicer in my area had his wife in a bad accident and he spent 3 or 4 weeks out while she was in critical condition. We all stepped up to try to handle his customers while he was out with "Suspended Service".