Ikea large electrical appliances / WARRANTY

Does anyone have experience with the warranty on large electrical appliances from Ikea? I want to know if it is true that customer service can require you to uninstall the device yourself.

Why do you want to expand it? The service comes to you, doesn’t it?

Yes, the customer service is coming (for the fourth time in two months! Now the device is to be replaced, meaning I have to change the front panels myself!) to me, but the head of the company said "the device must be freely accessible from all sides!". I called the Bauknecht customer service hotline, they said "the s...." Therefore my question is who has experience with this.

That is not entirely correct:

1.)

....with a customer service that cannot fix the problem in two months and with four visits/electricians

You have the option to withdraw from the purchase contract or request a new device. That is law, not goodwill.

But the refrigerator was usable, meaning it cools and is usable as such? Or did you have, besides loss of time and vacation, other things, that is, material damage (trips to IKEA, refrigerator not usable, therefore eating out, etc.)?
If the refrigerator was/is not usable, you have the option to claim damages. But everything must be proven (invoices/receipts/report to customer service).

2.)

....and the damage caused by customer service (€378 and a part that now has to be newly manufactured by the kitchen manufacturer) somewhat spoils the joy of the big kitchen project

Has the damage been reported to Bauknecht? Is it an obvious damage that could only have come from that?
If yes, was there any reaction from Bauknecht?

3.)

Since a refrigerator with that liter capacity and €699 is not exactly cheap,

With a 5-year warranty, that is already cheaper than many other devices, just as a side note.

4.)

in my opinion, the Whirlpool customer service neither has to uninstall the refrigerator nor install fronts.

Yes and no.

Installing and uninstalling fronts = No

The device is also delivered without attachments. But IKEA probably does this as goodwill upon request. On the other hand, it’s not that dramatic and can be done oneself with a bit of craftsmanship.

Uninstalling the device = Yes.

The device does not work properly, so the manufacturer is obliged to provide a functioning device. All work related to the device is at the manufacturer’s expense. The customer basically has the "all-inclusive package."

According to the law:

§ 437
Rights of the buyer in case of defects

If the item is defective, the buyer can, if the requirements of the following provisions are met and unless otherwise specified,
1. demand subsequent performance according to § 439,
2. withdraw from the contract according to §§ 440, 323 and 326 (5) or reduce the purchase price according to § 441, and
3. demand damages according to §§ 440, 280, 281, 283 and 311a or reimbursement of futile expenses according to § 284.

Source: dejure.org

Hello Maverick, You put a lot of effort into this, so I would like to comment on it first: "I know WUMS (Wandlung, Umtausch, Mängel, Schadenersatz)", and the Bauknecht customer service kept referring me to "the local service, i.e. in that federal state." 1. Rescinding the purchase contract is pointless, since, as I wrote, I built the kitchen there. I clearly told the customer service that I want a new refrigerator because it is my right, and they had enough opportunities for repair. Customer service only deigned, after massive hints, to contact Bauknecht immediately. Then the customer service informed me via voicemail that the manufacturer will deliver a new device in 10-14 days, and customer service will contact me immediately about an appointment. The phone call was on 08.03. Due to the current outside temperature, I can store my things on the veranda since it is cool enough but not as icy as the refrigerator, meaning I can spread margarine as well. 2. The damage has been reported to the boss and owner of the responsible customer service company. He said he would have his employee "swear an affidavit whether he did it or not," and I should present a cost estimate from the furniture store that assembled the kitchen. The furniture store immediately ordered the door (due to the long delivery time) and promptly sent the cost estimate to customer service with the request for cost coverage. There was no response. Since the store necessarily works with the customer service frequently, the clerk called and inquired. According to her statement, the answer was, "we are in contact with the customer." When I found out about this by chance during a phone call with the clerk, I told her that I will not pay for the door and that customer service did not inform me that the technician claims he was not responsible. I should now contact the furniture store immediately when I have an appointment for the new refrigerator because they want to clarify something with them then. No idea what. 3. You are right, if the warranty/service also works. 4. Yep, that’s how I know it too, I mean the "all-round package for warranty cases." Yesterday I wrote an email to Bauknecht asking why the new device is not yet at customer service; at Ikea they are ready for pickup. It is unacceptable that I am without a device for so long, although it was new, i.e. defective from the start. I got an automatic reply that it is forwarded to customer service (which one? "the local one?"). Have a nice weekend, Leicht

And what has happened so far?

If still not, then:

Take the device out and bring it to IKEA in front of customer service and demand AT. END. Install it and write a strong complaint to IKEA and don't forget to ask for compensation. Because a purchase price reduction is hardly possible in this case.
But IKEA should damn well kick Bauknecht in the ... so that something like this does not happen again.

THIS IS NOT CUSTOMER SERVICE.

Sorry, I'm getting a bit upset.
Have a nice weekend anyway