Sometimes these things work out for the best - and I am truly hoping that is so in this case!

I hope you get a new oven out of this. Don't blame you a bit for being upset!

I'd be very upset too. Don't settle for anything but a replacement of the same oven. The store that you purchased them from needs to provide you with new ovens since it was their installers that messed up. Tami

Oh no! I'd be upset, too. I hope you get a good resolution to this.

Vent away, Poohpup, that's what we're here for. Good grief!!!

Poohpup I feel so bad for you. What a sick feeling.
I'd say you're looking at new Thermador Pro double ovens.
You paid to have their people install the ovens. They moved them into the house, they installed. Looks like they also delivered them.
I would doubt Thermador has any responsibility in this. I don't think I'd stand for repairing. I'd expect replacement.

Oh, man.
I'm with you.
Thank goodness you had the dings documented! This will/should work out for the best, since you've followed their regulations to the T.

(Course, I'm fighting with a gutter company over damamge, but I have faith it'll work out.)

But I digress.

Hang in there and hang tough! I'm so glad that trim piece was missing so you could discover the crushed pieces!!!!

I have this well documented. I have an e-mail from the salesman telling me that both he and a service tech were inspecting the ovens prior to delivery to make sure they were in good shape. The receipt lists the previous ding and scratch and is otherwise in new condition. The appliance store delivered them and set them in the garage. I remember the two guys that delivered the ovens moved them with straps. They had two straps that went under the ovens and they stood to the side and lifted them that way. I have a witness that saw them move the ovens in with a handcart as well as their service tech saying the damage is consistent with being moved on a handcart.

The reason I got such a great discount on them, besides being a floor model, is that Thermador's new model has convection in both ovens. The model I have is convection in the upper oven only. I just hope they do the right thing and eat it and replace the ovens. I doubt they'd be able to find another floor model. I hope they don't try to just refund my money. I wouldn't have purchased from the Pro series except I got this great deal. I ended up purchasing a Pro series warming drawer because they are stacked and I wanted them to match.

I'd just like it resolved so I don't have to worry about it. I keep thinking they're going to try to come back with something that is going to cost me money.

Sorry to hear this poohpup! I don't know about how pervasive this is for others, but I am on such decision / remodel oversight exhaustion, I have little reserves to plow through glitches like this. The control panel on my stove is faulty, and I'm dreading dealing with GE...I can imagine that dealing with the mess created with your stoves isn't at the top of your fun list! :(

Oh my Poohpup, this is just awful, but I have a feeling you will be getting new ovens real soon and probably upgraded to boot!

Those two twits (I can think of another word, but will use your descriptor) deserve to be fired or made to pay the appliance store for their sloppy, unprofessional work.

Keep us posted!

How frustrating. I hope it get resolved for the better. The installers broke the oven from their store so they will have to replace them. Get them to replace them not fix them. Good luck and sorry you are dealing with this.

Keeping my fingers crossed that you end up with perfect ovens!

I bought a 48" Thermador fridge from Sears Outlet in the last kitchen. It had a little tiny scratch on the upper right door. The door handle had a scratch and we were going to just replace them. My story worked out nicely....Sears sent only 2 men to deliver this beast (they said 4 or 6 men should have been assigned). It nearly killed them getting it in the house. Really. Long story short, they damaged it a bit more, I complained to the store manager, I ended up with new doors, (by accident), new skins, new handles.

Wishing you a great outcome!

Boy, that really stinks - what a freaking headache...how could they be so stupid???

Best of luck in getting this resolved. the resolution should be new ovens for sure, their fault, they must make good on it. but be prepared for a fight. they really don't want to give you brand new ovens. now you will see what the store is made of and hopefully they will do the right thing.

keep us posted..

I hate headaches like this and the interim period of not knowing how it'll all turn out and how hard you'll have to fight through possible finger-pointing to get treated properly... I hope you end up with a brand new, probably double convection oven. Sounds like you have every reason to believe you will!

Oh man, that sucks. Those are beautiful ovens. Of course I'm biased since I'm ordering then myself. I hope your issue gets resolved.

That's terrible. You are fortunate in that everything was done by the same store - their salesman, their installers. I hope they do right by you.

If it's a national appliance (big box) store...chances are they won't want the negative publicity. Hopefully, they'll make this right, as soon as possible!

Drat! I hope the store resolves this speedily for you. It certainly is no fun when something like this happens, especially in the home stretch. Good luck, I hope you get new ovens.

Thanks for all the support. I talked to my GC today and he said he'd throw a fit if they tried to fix them. The frame so tweaked I can't imagine they could be repaired. Talked to the salesman today and he said this goes over his head and management is wanting to talk to the specific service tech that came out to the house. I expect to hear something from them tomorrow. I purchased these from a very well known chain store here (I think they have about six locations) that specializes in appliances, mostly high end. I'm definitely going to be pushing for replacement and not repair. But I really don't think they could be repaired.

Twit #1 and Twit #2 probably should be fired. Beyond the damage to the ovens, they certainly didn't go a good job on the install. I normally tip the delivery and installation people when they're dealing with a large item like this. I didn't tip these guys because they were . . . . well, twits. I was really annoyed that they wouldn't clean off the residue left behind by the tape that kept the doors closed. When I mentioned it to them, they told me it should come off fine with glass cleaner. Excuse me, but when I'm paying for installation, I should be left with an appliance that doesn't require anything other than me using it.

I hope they just own up and do what is right and I don't need to get the claws out. I will make sure they realize I'm a big internet user and I'm quite capable of putting their name all over the internet, good or bad.

I better hear something tomorrow.

Pooh - so sorry to hear this - your kitchen deserves beautiful ovens!

Unfortunately I doubt they are going to replace floor models you paid thousands less for with brand new ones. Their responsibility will probably only be up to the price you paid.

i agree with palimpsest -but i REALLY hope they just replace them for you. i'd be pissed too! what a$$holes! hoping you hear very good news tomorrow. keep us posted, please.

Pooh, you're right on the expectation that the delivered item should be user-ready when they're done installing. We ordered our refrigerator from Sears. The delivery guys were super! Everything was perfect + one more - everything installed, cleaned, leveled, they took pride in their work. The one guy talked as he spiffed everything up and was really proud of his niece, who they took in as a middle schooler because his sister wasn't coping with life, who was graduating from HS and planning on college in the fall. His delivery efforts are paying for her as well as his own. Good for him!

Poohpup, stick to your guns! Years ago I had the engine on my Suburban ruined by Sears when they neglected to replace the oil during an oil change. My car had less than 10,000 miles on it. I had my car immediately towed to the dealer from whom I had purchased it. The Sears manager in charge of auto service was very nice and apologetic (luckily the engine seized less than 150 feet from the service bay) and confirmed the problem was no oil and understood I'd need a new engine. Unfortunately, the cost was beyond his authority so it had to go to the store manager and their insurance company. Long story short (ok, maybe not so short), they tried to force me to take an engine with over 40,000 miles on it. Our dealer had a brand new engine. I insisted to the manager and their insurance agent that I would not accept anything less than a new engine IMMEDIATELY as we were due to leave on a road trip vacation in less than 2 weeks. It took a few days of phone calls and a face-to-face with the store manager, but we got the new engine fully paid for by Sears. You always hope they'll take responsibility and do the right thing, but they frequently try to wriggle out of it. Be nice but very firm--good luck!!!

Note: the only time I had to get a bit nasty was when I met with the store manager. He was a condescending twit who thought he would steamroll a woman (DH was out of town when all of this took place). I'm not normally a forceful person, until I'm treated like this--then watch out!! No yelling or anything like that--just let him know emphatically I wasn't an idiot and wouldn't let them put a used engine into my car.

I'm wondering how many other people's stuff these twits have destroyed?

If they try to give you money "up to what you paid," I'd make a serious stink. But I do it in a deadly calm, evidently low voice that makes grown men cry. (Wussies)

Hang tough!

Hey Pooh, not to be to personal, did you pay for the oven and the install on card? (hopefully amex) i would call and stop all charges, and put the store on alert you are doing that. That will really light the fire under them. and make sure you document it with a letter, and all details to card company (if it was on card) if cash or check, i feel bad, they will know you have almost no recourse with out a high cost of a attorney or small claims court (for you)..

Also you should have the tech that came out, document, all the issues, (which i hope he did) and document was was damaged on install and such. Do you have any photos of the unit prior? that would be a great thing to have as well. I make sure no matter what i buy, new or "floor" i take full photos of all angles of the item. you never know, plus for insurance you want to document your items.. (always makes things simpler incase of a event)

Well thats just my 2cents.. hopefully this "major box chain" fesses up and does the right thing. If not a brand new one, but possibly another floor model. Stay on them, even call corporate office if you must, send CEO/President your letter. Don't let this go!

Mind sharing who this was? possibly the install companies name? (same as the store?)

I don't think you are getting the full story here. There aren't any ovens constructed out of such thin tinfoil that hauling them with a handcart will damage them. And if there are, then I wouldn't want them in my house anyway, as their mere weight in the cabinet would warp their bottoms. About 90% of all of the appliance installers that I've ever used have used appliance dolleys (hand trucks with a strap to secure the appliance) for ovens. No damage has ever resulted.

Someone somewhere along the route dropped this oven during shipping, and then thought they could get away with selling it as a scratch and dent. Perhaps the salesman didn't fully inspect it underneath, and only found the exterior cosmetic damage. But I'd bet that the shipping department of the store knows the whole story here and had issues with filing with the carrier over this. If the carrier's insurance covered the claim, the oven would have been destroyed, and that serial number would have been recorded as such with the manufacturer. You are getting a load of manure here about the hand truck damage so that someone somewhere can finger point and even possibly scam. If this oven was supposed to be field destroyed due to an insurance claim, and it's been sold instead, that's a pretty big scam. And to blame it all on standard merchandise handling techniques is ca ca.

Any updates poohpup? Hope this is getting resolved for you...been thinking of you, since we had our problem with the downdraft last week. Now resolved and just waiting for the new one to come in.

"There aren't any ovens constructed out of such thin tinfoil that hauling them with a handcart will damage them. "

Viking stoves from the mid-1990s can be damaged by trucking from the sides.

They are very heavy, and the sides are decorative more than structural.

My impression that most appliances that are meant to be built in or enclosed (and some that aren't) have definite weak spots if they are out of the crate. There are usually pictures of handcarts or other thing with Xs on them, in the manuals I have seen. The only DW I have ever had with an actual full cabinet is Miele. My wall ovens have always looked like a door with not much to the back or sides at all.

Hi Pooh, Dino here. I just emailed you to see how things are going and now I see this post. So sorry to hear that. Did they take care of you?

"My impression that most appliances that are meant to be built in or enclosed (and some that aren't) have definite weak spots if they are out of the crate."

Bingo.

If the sides are meant to be concealed after installation there is no reason to make them more than a thin cover for some safety.

Paying for heavier material that is going to be concealed after installation and has no required function is simply not worth the money.

DWs usually come very exposed, with just a sound blanket on the better units to cover everything.

They are simply designed for ONLY a concealed installation.

For ovens it would appear that the side panels are there for the slight heat resistance they provide.
A small 'hot spot' on the inside is spread out by the insulation and metal resulting in a larger 'warm' spot below allowable temperature limits.

So I wonder what happened? Hope it turned out good for her

Pal just made an excellent point- on the box my slide-in range came in, it stated there was only one correct side to truck it from. The other three sides has a picture of a hand truck with a line going thru it. Same with my dishwaher and both were put into my house with handtrucks. If the ovens were purchase without their carton, that info wasn't known to anyone involved.

I was told by the Operations Manager and the service tech that the ovens could be moved by a handcart if lifted from the sides or the back, but not the front. Typically when the ovens are installed, they are on a pallet and left on the pallet until they are lifted into the cabinet.

I just posted an update on their attempt to fix the ovens.