According to your experience, and since my departure as a Regional Service Manager for Thermador, many of the policies and procedures have changed for the worse, probably due to the many cost cutting measures being taken by Thermador's parent company, German based, B/S/H/ (Bosch-Siemens) Home Appliances Corporation. It seems they are now managing Thermador much like German based Daimler-Mercedes-Benz, who recently destroyed Chrysler's U.S. based automobile business and then was forced to sell Chrysler back to an investment group, due to their mis-management. I fear B/S/H/ has done the same to Thermador, once a fine American manufacturer, now left with a tarnished reputation, due to the business practices of this German based appliance giant.
During recent service cutbacks at Thermador, some service positions that were helpful to consumers were eliminated. For instance, as a Regional Service Manager, one of my jobs was to work with dealers and consumers like you and make concessions and arrangement for repair of faulty products where needed, especially if the problem was a repeat, such as your oven display panel, which had a reputation for becoming dim over time.
Normally, within the first year of warranty, all repairs are covered at no charge to the customer. But, as you discovered, much to your disappointment, you were responsible for the cost of the repair, as no one at Thermador customer service was willing to work with you regarding this known faulty display.
I can only say that I am sorry to learn of your experience. The future does not look promising for Thermador if they continue to follow on this path of minimal customer service. Be sure to let your dealer or builder know of your experience and dissatisfaction with your Thermador oven and associated service experience.
In addition to a reduction in service levels, Thermador (B/S/H/ Home Appliances Corp.) has apparently started to close down their Regional Sales Showrooms, with the Boston/New England showroom and sales office being the first to close on September 1, 2007, according to ApplianceAdvisor.com. See the attached link.