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Thermador Customer Service

When I was trying to decide on a refrigerator, I went for the Thermador because of the good reviews. It cost less than its competitors and seemed as though it was the same quality. I used the fridge for 2 weeks, when the top shelf exploded after a half gallon of milk was placed on it. The shelf contained cans seltzer and iced tea, so it was carrying some weight at the time, but I thought that it was designed to do that. When I reached out to customer service to get reimbursed for the food and the rug that had to be thrown out due to the broken glass, I was sent a claim form and a request back for the broken parts. Needless to say, I did not keep the brokenb glass. Does anyone have any advice on how I should proceed?

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