Thermador microwave ovens

The reports, as CPSC published them

1. No incident, no one hurt

   Made Jun 7, 2024 · , sent to the company Jun 14, 2024 · , published by CPSC Jul 1, 2024

   The product, in the report: Thermador/Bosch metal turntable for speed and microwave ovens

   Hello, I am writing to implore you to recall the metal turntable tray that sits in the bottom of my Bosch/Thermador microwave/speed oven.

   I have just spent another hour of my time - the second time this week - on the phone with a Thermador representative to request a replacement traythe TENTH TRAY in less than the 2 years we have owned the microwave. The trays last about 3 months before the wheels erode and metal on metal contact creates electrical sparks and arcing.

   This is exceptionally dangerous. We have two young kids and I am very concerned about the risk of a house fire if the microwave were to be left unattended or if they were to use it and panic when it begins to spark. We spent over $3000 for this unit and should not be concerned about leaving the microwave unattended.

   I have attached a link to the product here (Thermador is currently out of stock): [REDACTED]

   I am also happy to supply additional photos and video of the product in use in the microwave (electrical sparks and arcing). I have spent countless hours on the phone with Thermador with no progress made towards a redesign of the product. We use the product as intended.

   Please feel free to contact me with questions.

   Model

   00795449

   Bought from

   Replacement direct from Thermador

   Bought

   Apr 1, 2024, about then

   Where

   Chesterfield, Missouri: Home/Apartment/Condominium

   Who was involved

   Age 9, Unspecified

   The reporter’s relation to them

   My Child

   As this report names them

   Brand Thermador, made or sold by BSH HOME APPLIANCES CORPORATION

   How badly, in CPSC’s words

   No Incident, No Injury

2. No one hurt

   Made Nov 15, 2023 · , sent to the company Nov 20, 2023 · , published by CPSC Dec 5, 2023

   The product, in the report: Product label plate states: Thermador Microwave Oven Input: 120V, 60Hz, 12.7A, 1460W Normal maximum output power: 1200W Made in China Not for commercial use BSH Home Appliance Corporation 1901 Main Street, Suite 600, Irvine, CA 92614 / 800-735-4328 DHHS Code No. PAPMOSH Type: S333 F05248D73AL [REDACTED] certification mark - C - US LR115482 (Note that this “[REDACTED] certification mark” of LR115482 apparently means that the microwave may have actually been made by [REDACTED] but then badged as Thermador [see attached photo and screenshots], in case that affects how CPSC approaches its review of the situation.) FD No. 9403100214 Manufactured March 2014 FCC ID: ACLAP7A01 Model No. MBES/01

   Microwave caught fire; Thermador’s poor safety record-keeping & follow-up led to long delays

   Our Thermador microwave’s internal components caught on fire as we prepared dinner. There was a loud electrical buzzing sound and smoke that smelled like burning electronics and rubber.

   We quickly stopped the cooking cycle, and removed the trim siding to unplug the cord, which released a plume of foul smoke (see attached screengrab, with red circle added around rising smoke).

   This was the second time a Thermador microwave oven caught fire in our home. The first time, the fire department needed to come and remove the unit from our house, because its components would not stop burning (see attached photos). Thermador then arranged for the unit to be picked up and transported to their laboratory for a safety inspection, and they arranged for a product replacement out of safety concerns.

   This recent time, we again contacted Thermador / BSH Group. The priority cases representative [REDACTED] indicated that standard procedure in such a situation is still to arrange for an in-laboratory inspection and replacement. She tagged the case as a safety and priority issue, and arranged for a home visit by a technician.

   The Thermador technician [REDACTED] came and tested the unit, and he watched it catch on fire again in front of his own eyes (see attached video). He said that this was not an uncommon problem for those microwaves.

   The technician stated that he was preparing a report with photos, to help arrange for the in-laboratory review and microwave replacement. He said to wait to hear back from the department responsible for safety issues with a resolution.

   But apparently there were no guardrails in place at that department to flag priority safety cases for post-visit follow-up action. We waited, but we did not hear back. After two months with no follow-up, we contacted Thermador to find out the status of the process.

   We then needed to fill in a second representative, [REDACTED], about the situation. And Thermador’s record-keeping about the units it distributes was so poor that we needed to email that representative the very same documentation the company had previously emailed us about the unit because she did not already have it or have access to it. Two weeks later, the representative called back to ask basic information about the company’s own product, like whether that model of microwave was a combo unit.

   (This suggests to us that Thermador -- incredibly -- may not maintain a comprehensive central database of its own product safety activities or the replacement products it distributes and installs into consumers’ homes, depriving the company’s own product safety personnel of that important information.

   This confusion from the representative about Thermador’s product line may also be due in part to Thermador’s apparent badging of [REDACTED]-manufactured microwave ovens as Thermador microwaves, according to the [REDACTED] certification mark report discussed in the “product details” section above. That could presumably lead to confusion and lack of product knowledge in a company seemingly using a larger, cheaper competitor’s products as its own.)

   At that point, we had back-and-forth communication with the representative, to arrange for a laboratory safety inspection and unit replacement. But the representative suddenly stopped replying. We simply got radio silence. After a lengthy period with no response (even longer than her previous delays in responding to messages), eventually we learned from another employee that the representative, who was our point-of-contact in the company, had been transferred to a different department. Apparently, company policies did not require her to continue communicating about the priority safety cases that she had been assigned once she got a new role in the company – even if simply to reply to consumers about her change of position and any hand-off of the cases. Allegedly we should have been left a generic answering machine message asking us to call the company, yet we received no response to multiple email messages continuing to try to follow up.

   A third Thermador representative created a new case ticket and we were supposed to get a timely response, which we still have not yet received.

   (We’ll be glad to provide copies of email messages, call logs, etc., as useful to the CPSC.)

   In sum, this mix of:

   * lax safety-related case management,

   * poor record-keeping by the company about its product safety actions, including as to its replacement units,

   * serious organizational incompetence concerning product safety cases, and

   * the apparent frequency of microwaves catching on fire (according to their own technician),

   draws a disturbing picture for us of the Thermador / BSH product safety environment.

   This puts the lie to Thermador / BSH’s usual reply on SaferProducts.gov danger reports that “BSH Home Appliances Corporation takes product safety issues very seriously.”

   We strongly suggest that CPSC investigate these significant failings in product safety handling at Thermador / BSH Group.

   Model

   MBES/01

   Serial number

   FD No. 9403100214

   Bought from

   supplied by BSH Home Appliances Corp as replacemen

   Bought

   Jun 3, 2014, about then

   Where

   Porter Ranch, California: Home/Apartment/Condominium

   Who was involved

   Unspecified

   The reporter’s relation to them

   Self

   As this report names them

   Brand Thermador, made or sold by BSH HOME APPLIANCES CORPORATION

   How badly, in CPSC’s words

   Incident, No Injury

3. No one hurt

   Made Jan 25, 2016 · , sent to the company Feb 2, 2016 · , published by CPSC Feb 18, 2016

   The product, in the report: Thermador model MEDMC301JP combination microwave/wall oven

   Thermador model: MEDMC301JP combination microwave/wall oven Purchase date: 10/26/2015 Purchase price: $4500.00

   01/24/2016 executed for the first time “self clean” per owners manual instructions. 15 minutes into the cycle, the inner glass exploded

   There are 3 panes of glass in the door. The glass that exploded was the inner pane which cannot be touched or damaged by the consumer.

   This is clearly a manufacturing or design flaw. many other examples online of exactly the same incident occurring.

   Model

   MEDMC301JP

   Serial number

   950900054

   Bought from

   Gerhard’s, Pennsylvania

   Bought

   Oct 26, 2015

   Where

   Voorhees, New Jersey: Home/Apartment/Condominium

   Who was involved

   Age 35, Female

   The reporter’s relation to them

   My Spouse

   As this report names them

   Brand Thermador, made or sold by BSH HOME APPLIANCES CORPORATION

   How badly, in CPSC’s words

   Incident, No Injury

4. Hurt, no treatment

   Made Feb 13, 2014 · , sent to the company Feb 27, 2014 · , published by CPSC Mar 14, 2014

   The product, in the report: Thermador microwave oven. Stainless steel with black trim. Input: 120V, 60Hz, 12.7A, 1460W Normal Maximum Output Power: 1200W Model No.: MBES/01 Manufactured: March 2010 FCC ID: ACLAP7A01 DHHS CODE No.: PHAMOS TYPE: S333 F05248D71AL (Information above is believed to be correct, although the type size on the product is small and difficult to read.)

   While using the microwave oven to heat water, the microwave oven electronics/wiring began emitting smoke and a harsh burning smell.

   The microwave heating was stopped, but the smoke and smell, which seemed to be that of burning electronics or rubber, continued for more than five minutes afterwards -- at which point we contacted the local fire department.

   The smoke and smell did not come from the cavity of the microwave where food is inserted, but instead appeared to come from the internal wiring or electronics, likely via the back vent before exiting through the front grills.

   The fire department then arrived, and moved the microwave oven outside of the house, advising us to ventilate the area and avoid further breathing in of the fumes that had permeated the area.

   Model

   MBES/01

   Serial number

   9003100235

   Where

   Porter Ranch, California: Home/Apartment/Condominium

   Who was involved

   Unspecified

   The reporter’s relation to them

   Self

   As this report names them

   Brand Thermador, made or sold by BSH HOME APPLIANCES CORPORATION

   How badly, in CPSC’s words

   Injury, No First Aid or Medical Attention Received

5. No one hurt

   Made Mar 20, 2012 · , sent to the company Mar 28, 2012 · , published by CPSC Apr 11, 2012

   The product, in the report: Thermador thermal/microwave oven , Model #CM301US, Serial # 20070043

   Below is a copy of letter faxed to Thermador on 3/14/2012: We purchased the unit in July, 2001 at Renovator’s Supply along with other appliances that were to be installed in our 2nd home at [REDACTED] which was being renovated at the time. In December of 2001, the kitchen renovations were completed to the point where appliances, cabinets, etc. were to be installed, ready for use. From January, 2002 until October of 2009, this residence was used as a vacation/get away home mainly on weekends throughout the year and summer vacations. Since November of 2009, this residence has been our permanent home, living here full time, year round. My wife and I both recall at least one service call sometime between 2002 and 2008 (or there about) to have the oven unit serviced due to a non-functioning micro-wave. It is our recollection that this problem occurred after we had performed a self-clean operation. I have searched my records, but at this time, have not been able to find any documentation. In March of 2010 (see attached service call receipt), we had a service call to address the same problem , a non-functioning microwave which occurred after we had performed a self-clean operation. The attached receipt shows repairs/ parts that had to be replaced and costs for same. A month later (see attached service call receipt), we had a similar problem, a non-functioning microwave. This service call resulted in a different diagnosis but the suggested repairs were not done, since microwave operated properly and there appeared to be no issues. Early in February of 2012, we performed another self-clean operation and shortly thereafter, we again had problems with the micro-wave. This time the microwave would work sometimes after several attempts or after using the oven in COOK-SMART mode for a few minutes than trying it in microwave mode. This worked for a couple of weeks until finally in early March, it would not function at all. I called THERMADOR directly on 3/12 and spoke to a customer rep, explained to him our situation, told him that we were frustrated with the fact that after almost every self-clean operation, we would have problems with the microwave and that we were looking for a resolution to this ongoing problem. He indicated that a service call had to be performed and a diagnosis made before THERMADOR could address the problem. Immediately after our conversation, I called Jersey Coast Appliance and set up an appointment with them for 3/14/12.

   This afternoon, the service man came and as it turns out, he was the same service man who was here in 2010. His initial comment was,” microwave not working again after the self-clean, huh, heard that before”. He performed his diagnosis and determined that the fuse had blown again (same diagnosis as in 2010), but he was also concerned with some noises that the unit was making when he tried it in microwave mode. He tried to bypass the fuse to see if he could determine if anything else could be wrong, but that test did not work. He proceeded to make a phone call and explained to the technician on the other end what the problems were, that fuse was not working, that he tried bypassing the fuse but still could not get unit to operate. After some additional discussion with the technician, he hung up and explained to us that with the fuse blown, another part of the microwave would not function until reset with the new fuse. He also explained to us that apparently, there is an upgrade kit that needs to be installed that would resolve the ongoing problem with the self-clean operation in this model unit that causes the fuse to blow and then cause another part of the unit to overheat and malfunction when in self-clean mode. The attached service receipt shows an estimate of $696.62 for the necessary parts, labor and tax. (note: if you added the numbers up it totals to $716.62 - not sure where the error is). This is where we now stand. We have paid the service charge for today’s call of $139.05 ($129.95 plus tax). We do not feel that we should be responsible for the cost for this repair because it is a repeat problem associated with the service call of 2010. The problem obviously had to be associated with a design flaw since THERMADOR has come up with an ‘upgrade kit’ that resolves the problem with the self-clean operation that causes the fuse to blow and then other parts of the unit overheat and then cease to function properly. We have already spent well over $800.00 for the service call in 2010 and if I were able to find the receipts form the other service calls, I am sure it would be well over $1,000.00. On top of that, it could be another $696.00. All this to fix a problem that should have been diagnosed correctly the 1st time, or to be more accurate, should not have happened at all if the unit had been designed properly. At this point, we are hoping that THERMADOR will review our situation and resolve this problem to everyone’s satisfaction. Today, I checked the CPSC web site and found that this unit has been recalled. Our serial number is listed as one of the models, our serial number 20070043, Model #CM301US. Thermador is telling us that it is not under recall. I need soemone to assist us with this problem.

   Model

   CM301US

   Serial number

   20070043

   Bought from

   Renovator’s Supply

   Bought

   Jul 17, 2001, about then

   Where

   Seaside Park, New Jersey: Home/Apartment/Condominium

   Who was involved

   Unspecified

   The reporter’s relation to them

   Self

   As this report names them

   Brand Thermador, made or sold by BSH HOME APPLIANCES CORPORATION

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources