Warranty
Ninety days on the work, a year on the part
Every repair carries the same two periods, and they start on the day the appliance goes back into service rather than the day you first called.
The two periods
Why labour and parts are counted separately
The labour warranty covers our work: the diagnosis that led to the repair, the fitting, the calibration afterwards. If the same fault comes back inside 90 days we return and put it right without a second diagnostic fee.
The parts warranty covers the component itself for 365 days. Parts fail on their own timetable, which is longer than the timetable on which a fitting mistake shows up, so the two numbers are different on purpose rather than rounded to one.
Both start from the date on the invoice for the completed repair. Keep that invoice: it carries the model and serial we worked from, which is what any warranty claim is checked against.
Parts
Ordered to the data plate, not to the photograph
Built-in appliances go through running changes inside a single model designation. Two units that look identical in a kitchen can take different control boards, different door gaskets and different fan assemblies depending on the serial range they fall in.
That is why we read the data plate before ordering anything. On a refrigeration column it is usually on the upper interior side wall; on a wall oven, on the frame behind the door; on a dishwasher, on the tub edge the door closes against. Photographing it before you call saves a step.
Where a part has been discontinued we say so plainly rather than fitting a substitute chosen by shape. A substitute we have not verified is a part we cannot warrant, and we would rather tell you that than write a number we cannot stand behind.
What the warranty does not cover
- A different fault appearing later in the same appliance.
- Damage from a power event after our visit.
- Work altered or continued by another party.
- Scale damage where the descale interval was not kept.
- Physical damage to a part after it was fitted.
Making a claim
What happens when you call us back
Call (904) 201-3304 and give the invoice number. If the symptom matches the repair we carried out and it falls inside the period, the return visit is booked without a diagnostic charge and the part is replaced under the parts warranty if it is the part that failed.
If the symptom turns out to be a separate fault, we will tell you that on site before any work starts, and the ordinary $129 flat diagnostic applies to the new problem. You will never find out afterwards that a visit you thought was covered was not.
This warranty is given by Orchard Row Kitchen Service and is separate from anything Thermador or its parent company offers on the appliance itself.
Before you call back
- Find the invoice from the completed repair.
- Note the model and serial printed on it.
- Write down what the appliance is doing now, in the same plain terms you used first.
- Note the date the symptom returned.
Parts and cover
Questions about what happens afterwards
- What is covered after the repair?
- Ninety days on our labour and three hundred and sixty-five days on the parts we install. Keep the invoice; it carries the model and serial we worked from.
- Are the parts genuine?
- We order genuine OEM parts against the model and serial numbers on your appliance data plate, not a generic equivalent chosen by shape.
