Update: Liebherr's response to serial equipment failures

18 March 2026 Tags: Liebherr Mediline laboratory equipment failure cold storage

After documenting three identical Liebherr Mediline failures in our laboratory (see here, here and here), my excellent SLS sales representative decided to approach Liebherr directly. Her strategy was admirably diplomatic: rather than leading with accusations, she simply noted that we had experienced multiple failures exhibiting identical symptoms and asked whether Liebherr could comment on expected lifespan for these units.

A reasonable question, one might think. Particularly given that all three failures occurred within 2–3 years of purchase.

The technical team's response

Liebherr's technical team responded with what can only be described as a masterclass in corporate deflection. They said that they were sorry to hear that we have had problems, but they told us that they cannot put an expectation around life expectancy on units, as many variables impact the working life of a unit. They gave us a service contact if we wanted to arrange an out of warranty visit for your unit. The "out of warranty" point makes me strongly suspect that this would be something I would have to pay for.

My SLS representative's assessment: "Not the most impressive of responses in my opinion."

I tend to agree. Rather strongly. The technical team effectively told us to buzz off. All failures occurred after warranty expiration, which is indisputable, but when premium laboratory equipment fails catastrophically within three years following identical failure modes, "many variables impact working life" feels less like technical analysis and more like corporate boilerplate.

The response was not unexpected and deepened my concerns about the company rather significantly.

The sales intervention

A few hours later, however, my SLS representative sent another update. Liebherr's sales team had intervened and wanted to investigate further. After I provided details of all three failures, she reported that the sales rep said he believes the units all suffered from the same issue of a board failure. He said that he would be happy to send out free boards for the units still in my posession. He indicated that he disappointed to hear that we had had this much trouble with their equipment and said that he wanted to help as much as he can.

The problem with "generous" offers

First: the sales representative suspects board failure. You don't say! On three units. In a row. Within three years. All literally dropping "dead" all of the sudden. Of course it is a board failure.

The offer to provide replacement boards is, on its face, more appropriate than the technical team's dismissal. But it does not actually solve anything.

When dealing with bacterial strain freezers, we cannot store samples elsewhere indefinitely while waiting for repairs. Replacements were purchased long ago out of necessity. The only remaining Liebherr unit is our tall upright strain freezer. And here is the fundamental question: even if Liebherr sends a replacement board and the unit functions again, would I ever trust it to hold irreplaceable strain collections?

I don't think so.

Moreover, this does not address the core issue. I still have one of their units in the laboratory that I expect to fail at any moment. Will Liebherr provide a replacement board for equipment that is still operational but following an established pattern of premature failure? Or will they wait until it dies – leaving me without critical cold storage – and then perhaps offer a board?

If I had the funds, I would replace it preemptively. Currently, I cannot afford that. And if it fails before I can secure replacement funding, I am genuinely uncertain what options remain.

The takeaway

Credit where it's due: my SLS sales representative went well beyond what could reasonably be expected, advocating persistently on our behalf. Her efforts are genuinely appreciated and represent one of several reasons we continue working with SLS despite equipment issues from various manufacturers.

But Liebherr's response highlights a troubling pattern. The technical team's initial dismissal suggests they are aware of systematic issues but uninterested in acknowledging them. The sales team's intervention, while more constructive, offers solutions that do not address the practical realities of laboratory cold storage requirements.

Three identical failures. Three years. Approximately £5000 in failed equipment. And the best response available is "sorry, here's a replacement board for equipment you've already had to replace."

I suppose I will keep you posted on whether the remaining unit survives long enough for Liebherr's generous offer to become relevant.