Warranty and customer service at BOSCH
ALASKA -- Late in the April of 2007 we decided to purchase BOSCH refrigerator on line from Digital Craze/Uncles electronics located in New Jersey. The day after placing an order I received a call that this model in on back order and it will take 2-4 weeks to have it deliver.
May 21, the Yellow Transportation Company called me about scheduling delivery and after short discussion we agreed to be at 5PM. The driver was late and around 6:15PM finally arrived in large truck. Our Townhouse is located in the middle of the complex and he stated that his company only does "curb side delivery" which I was not informed about before. The refrigerator was completely covered by carton and although I had no chance to check the condition without unloading, unwrapping and connecting to the outlet located 300 feet from the curb, I was asked to sign as "delivered in good condition".
It took us a couple of days to have someone help my husband move the 350LBS refrigerator to the kitchen and connect into the outlet. Since we have not moved into the place yet, there were no items to be placed in the fridge.
The next day I brought the grocery and upon opening the refrigerator noticed that the light go on but the temperature is way too warm. Called BOSCH 800 number trying to get directions from the customer service on the connecting the refrigerator hoping that simple programming may be the issue. Unfortunately that was not the case and customer services suggested the technician to come over. The next available appointment was on June 12th, in 2 weeks. Upon begging she was able to find the appointment early and technician came on June 1st. His diagnosis were "this is not working and needs to be replaced since is non-reparable" He ask me to fax the invoice to Bosch office and call few days to discuss delivery of new fridge.
June 11th after making about 25 calls to the BOSCH 800 customer line and living messages in my case, I learned that technician did not make an report in my case yet. BOSCH customer service will only give me a name, no extension, no case number and each time I have talked to the different person explaining the situation from the very beginning. They referred to Tracy, Steve and Kerry as their supervisors giving them the information but were not allowed to connect me to any of them.
Also during that time I contacted Digital Craze/ Uncles stereo and talked to Eddie who claimed to help me dealing with Bosch. He was kind, but never called back so I kept on claim him back.
June 11th; after spending over 3 hours again on trying to get through anybody at Bosch customer service I learned that decision was made and since the damage was probably done during transport I have to get replacement from the seller. I was more than upset at that time so called immediately the seller and was advices that they need statement in writing from BOSCH that the refrigerator is un-reparable so they can go after the shipping company.
June 12th; another hour on the phone and I received and answer" we will not do anything in writing; we are telling you that and that should do it". Called the seller again and restated the BOSCH' statement. Eddie, kind again asks me to call in an hour to get answer to my problem. Called again and again, each time assured things are being worked out.
June 13th, called Eddie again and learned from him that he is still working on my case. I was very polite to explain that I need the refrigerator, that is already few weeks and that this needs to be solved immediately.
That was my last call to Digital Craze. Finally my patience was out and I call credit card company to dispute my charge due to purchase of merchandise that arrived not in working condition.
Today, June 15th, I don't have a refrigerator yet, for which I paid $2,164, waiting for the refund from the credit company so I can go in the store and buy whatever they have in stock in that size.
I am absolutely amazed how little BOSCH cares about his customers! The customer service as rude and un-professional; they lie, use promises and deception to get the customer of the phone. They hold you on line and disconnect after 30 minutes or longer hoping that you will not have enough patience to call back. I will definitely never, ever buy anything which has BOSCH name.
The seller, Digital Craze/Uncles Stereo in another story for me to write...