I have a 4 year old Bosch fridge and have to say that German appliance engineering is a word of the past for me. I bought Bosch hoping for a quality product and solid customer service.
My issues: The ice-maker tray keeps braking. I am now going on the third one and Bosch has the face to charge me for it every time. The failure is always in the exact same area.
Their solution: Buy the complete ice-maker unit ($110) to replace a $5 part (the actual tray). Their customer service? They don't know what that is.
While on the phone with one of their customer service people a supervisor named 'Grace' decided a service tech visit for $199 was required to determine the cause of the problems I am experiencing. What a joke.
The tray obviously has a design flaw and is not fit for service. Bosch tries to stick it to their customers by selling service tech visits and new components.
I have a Bosch fridge, Bosch washer as well as dryer. I will never buy another Bosch product in my lifetime and will make sure everybody I know will find out how lousy they treat their valued customers.
My recommendation to you prospective buyers is this: Do not buy a Bosch product. No matter what.
NEW YORK, NEW YORK -- We have a two year old Bosh 800 series refrigerator. Last summer our compressor broke. We called Bosh to fix it. They sent a tech to view the problem and then tell me they not fix compressors even though it is under warranty. I then had to call another company and have someone else come out and fix it. Two half days off from work for all of this. Now it is a year later and our control panel on the front of our fridge stopped working and the Freezer is not cold. No ice or water either. A Bosh tech came out and said we needed a new control panel. He came back three days later as he had to order the part. He installed it and $450 dollars later he said all would work. I waited a day for the freezer to get cold and it has not.
I called Bosh again saying the 2nd part of the problem was not fixed. They now sent out another tech who tells me I need two parts and Bosh is not allowed to fix this and I have to call another service provider. This tech also said there was no reason to get a new control panel. Yes, they work for the same company. He told me to call Bosh and complain. At this point I am irate. Now two days after this tech visits our control panel is not working again. I call Bosh and they tell me I need another service call from their tech. They will not allow the other company I have coming out to fix the freezer to fix it.
I am now soon to go into my 5th visit from Bosh and other service company for this dam Fridge. I have to tell you that Bosh has the worst service I have seen from any company. It is also the worst Fridge I have ever seen. I will have taken 5 half days off from work for all of this. NEVER BUY A BOSH PRODUCT. Their customer service is horrible and there products are worse!
NEW YORK, NEW YORK -- I have 5 Bosch appliances and like them - but heaven help you if you need service and repairs.
My dryer broke. When I made the service call, the representative informed me that It would take 2 weeks to get an appointment and though I told him that the dryer was stacked on the washer HE DID NOT IMFORM ME that the repair man would not service the machine unless and until it was taken off the washer. So the service man took one look at the machines and told me to make another appointment. He said that he could bring a second repair man (with two $ clocks ticking) to take down the dryer, and he would repair it then. Oh, also there was a $100 service charge which would cover the first 18 minutes of service.
The repair man left without telling me whether I had the option of removing the machine myself or whether he would help me remove it. He also hadn't bothered to explain or show me how to unstack the dryer from the washer.
I made another appointment for a week later and told the service representative that I was going to unstack the machine myself and not to send two repair men (at double the price). I asked the representative how to unstack the machines and was told that the repair man would show me when he came back. I explained that the first time around this block the service representative did not deem that info important enough to share with me. Otherwise I would not have needed to schedule a second appointment.
I looked everywhere for instructions on how to unstack the dryer - which is nowhere to be found on the Bosch or any other site. I was not able to get the machines unstacked before the repair man returned because they had been installed with the mounting bracket backwards so that instead of sliding forward, the machine could only be removed by sliding the machine back - something that was impossible to do because it was against the wall in a laundry closet.
After the repair man explained the mounting problem, he told me to schedule a third appointment when the machines were unstacked and left. Three weeks had now passed.
I had to break two of the leveling feet to get the machine unstacked, which now sat on the floor of our NYC apartment's bathroom (think small space). I scheduled a third appointment and told the representative that I also needed to order a new set of feet. The representative told me that he would put them on the work order and have the repair man bring them. I told the service line representative that I HAD TO HAVE THE FEET - otherwise I could not re-stack the machine. I called the service line the day before the (third) scheduled appointment to double check that the feet were on the service order (they were). However when the service man arrived, the first question I asked him was - "Do you have the leveling feet" to which he responded "No, the part number was not on my service order."
I immediately called called the service line and was informed that while they had put the part on the work order, THEY DON'T HAVE ACCESS TO THE PART NUMBER. To which I responded, "Then why the hell did the service line representative assure me that the repair man would bring it?"
Meanwhile, the clock was ticking away (and the repair charge mounting) as the repair man spoke to HIS supervisor about the missing feet. After 15 minutes of this I told the repair man that there was no way I was paying for this wasted time and the clock needed to start when the actual repair work started. I also called service and spoke to a supervisor who promised that the feet would be sent to me at no charge. I would get them on Monday.
The repair man actually turned out to be the only reasonable person in the mix. He repaired the dryer quickly (a broken belt - a $12 part), spoke to his supervisor and arranged a discount on the bill. And it only took a month to get the dryer fixed!
At 9AM this morning when I checked with Bosch for the shipping tracking number I was informed that the feet were not shipped on Friday, as promised, but today, and were not sent overnight delivery, as promised, but by standard mail. We'd get them on Thursday...if we were lucky.
Once again, I asked to speak to a supervisor and again complained about the complete and total inadequacy of Bosch service. I insisted that a second set of feet be overnighted to me by FedEx (at no charge) and the supervisor reluctantly agreed. (Julie, a reality check - you definitely don't have the temperament to be in the service biz.) She said that I would get a call a little later with the tracking number. It's 14 hours later. Still not call.
I will be shocked if FedEx arrives with the package tomorrow morning. Meanwhile, the dryer has been blocking the bathroom for 11 days.
OTTAWA -- In August 2012 we moved into our newly constructed home. We had purchased new Bosch kitchen appliances - French door refrigerator, dishwasher, induction cooktop and double wall ovens. Imagine my surprise when we removed the protective blue covering from the refrigerator and found two noticeable discolorations. I promptly called the retailer who insisted the problem was cosmetic and told me to call Bosch. I did so and was asked to email photos to them. They called back to say that they would send cleaning cloths... as if I hadn't tried that already. I tried calling back and left messages quoting my problem number and no one called me back. I emailed. I wrote snail mail. No one ever contacted me. I will never recommend Bosch.
I SENT THIS TO BOSCH TODAY. WORST SERVICE EVER, EVER, EVER.
I have never been treated so badly in my life. I don't think you know what your customer svc reps are doing. I have been manipulated, lied to, stonewalled and more. I had an Aquastar 1600H-NG installed by a licensed, qualified, experienced plumber and my unit does not work. Your techs had me dis-assemble part of my tankless water heater. We found parts that were installed incorrectly but that did not solve the problem. He had me dis-assemble another component and then I was mysteriously disconnected. I think he didn't know what to do and didn't want to process my case. I know he had my number because I had established that with him and asked him to call me back if we got disconnected. He did not call me back and I was left with a dis-assembled unit. After I got through being on hold again for 20 minutes the next tech told me the 1st tech tried to call but my line was busy. He was lying. I had my phone in my hand while waiting for him to call me. I was further instructed by another tech to re-assemble that component and then remove another component which I did. Then the tech had me operate the unit without a safety guard in place and flames shot out and burned my eyebrows. He blamed me for standing too close to the unit. I finally asked for a supervisor and the tech started arguing with me. He said a supervisor wasn't going to tell me anything different than what he was telling me. I had to really fight to get a word in while he talked over top of me. He finally said that a supervisor would have to call me back and if course I haven't heard a thing. I don't expect I will. I have been on the phone for HOURS. I am not exaggerating. Yesterday I paid a licensed plumber 85.00 per hour to troubleshoot my unit under the directions of a Bosch tech. Why should I have to repair anything Bosch makes when it doesn't work right out of the box? Your techs will not tag this unit as defective so that I can exchange it. The wholesaler I bought it from refuses to let me return the unit unless I pay a 20% restocking fee because Bosch says the unit is functional. It is not only defective, it is a safety issue. Do you know the liability you would incur if someone died in a house fire because of this unit? This unit is installed properly in every way. You are BOSCH! You are a World Class Company. Tell me someone there knows this is wrong.
I'm not sure if writing this review will help anyone, but if I can at least save one person from the nightmare that is Bosch/Sears then it was worth the effort. I purchased $12,000 worth of appliances from Sears in April, 2010. I bought all Bosch. The dishwasher works fine, but the delivery people put a 12 inch gash through three of my brandnew hand scraped hardwood floor planks, that I have yet to have repaired and have been given the run around on. The gas cooktop is underwhelming, and I haven't tried the oven yet, so I can't comment. The side by side refrigerator arrived completely broken, including a broken handle, broken computer module, and broken temp controls. The "repair" guy arrived today, one week late, and asked me how to turn the fridge on and how to find the model number. Stay away from Bosch/Sears and save yourself $$$$.
HUNTINGTON BEACH, CALIFORNIA -- We had this Range (HES5022U) for two and a half years when the touch pad quit working on one side. Called a local Bosch certified Rep. He came out looked at the stove (only the outside)and said "You need a new module" which would cost about $150 plus installation. Thought it strange that he didn't look inside the range for a loose wire or some other problem. After he left I opened the back and discovered the Module was attached to the front glass with 2 sided tape, and this connection was right above the oven vent which spews out heat and moisture. The Module was attached to the front glass and had pulled loose from the tape and apparently was far enough from the glass so it wouldn't react to a finger touch on the glass. The local Rep still thought we needed a new Module, so I e-mailed Bosch stating the problem (but received no response)and finally called Bosch to see if they had revised this connection. The only solution the consumer Rep would recommend was replacing the module. My point was that it doesn't make any logical sense to spend $200 to $300 to replace a perfectly good Module with one that would more than likely have the same problem in a few more years if they hadn't revised their connection to the glass. Neither the local Rep or the Bosch Rep seemed to have a clue as to how these stoves were put together. Any Company that would use 2 sided tape to attach a very important and pricey component on a heat generating product must be sorely lacking in Engineering experience and they are definitely lacking in customer service. I finally fixed this problem by forcing the Module against the glass by jamming two five cent washers under a nearby metal plate. So far its working fine. I can only hope the construction of the rest of the stove and our Bosch dishwasher are Engineered better than this Mickey Mouse connection. Needless to say once these two Appliances break down they won't be replaced with Bosch products.
JOHNSON CITY, TENNESSEE -- After 1 year 2 months my (expensive)Bosch front-loading washing machine just stopped working. Since March 11, I have had over one month of every other day trips to the laundry mat, and 2 days of waiting for service technician, as well as multiple phone calls to Bosch and the service company and the washer is still not fixed. First the CPU board was replaced. Then the motor was replaced. Both of these replacements took 10 days to 2 weeks to get the part even though I offered to pay myself for overnight shipping. Neither fixed the machine. The last part ordered on April 4 - a motor control unit ??, which was still not even shipped by April 16th and the service repair people told me for the first time after several calls to them that it was back ordered, but was being "picked and packed" whatever that meant.
Even though the parts were still under warranty, Bosch representatives were totally non-helpful during or after several phone calls, the last one on April 14 when I faxed them all information requested including repair history and waited on their promise to hear from them within 48 hours. 48 hours later, April 16, I had heard nothing from Bosch or the service company who had previously told me the part would be thereby the 16th. (I also cannot understand why Bosche directed me to an authorized service repair company in another state and several miles away that can only get to my city on certain days of the week due to distance which adds several days to repair interims - when there is an authorized repair service right here in my city about 5 miles from my home???).
On April 16, I called Bosche and informed them I could not wait any longer and would be purchasing a new washing machine at my own expense and expected to receive a complete refund for the Bosch machine or would take legal action. Finally someone at Bosch has arranged for the next part to be overnighted directly to me to arrive April 17, and has arranged for the technician to replace it the next day on April 18. I have agreed to wait until April 18 to see if the machine is repaired with the THIRD new part before purchasing a new machine (obviously it will not be a Bosch) and proceed as needed for a refund. Too bad someone has to resort to this to get timely repair or even attention. Also asked about the warranty on all these new replacement parts and was informed the warranty on "replacement" parts is only one year as opposed to two years under the original warranty.
This is scary as the original parts lasted exactly one year and two months, so I anticipate that if the original parts for a close to $1000 washing machine do not last but one year and 2 months, the replacement parts will probably last a few days over the year and that $1000 for this machine is down the drain. Moral of story - DO NOT BUY BOSCH products. Will keep you informed of progress.
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...
BRADENTON, FLORIDA -- After having my Bosch washer and dryer installed due to moving to a condo and had limited space I was shocked at the experience of modern day drying. I have had the serviceman come out and look at it and he told me if I wanted dry clothes, I should have bought another brand. I paid $1200.00 for this dryer. Before purchase everyone told me what a great brand Bosch was.
Well, if you want dry clothes you are not going to get it at Bosch. All items come out damp and some wet, no matter how many cycles or what settings you use. I now have to hang clothes eg bed linens, tee shirts, towels all over my living room and dining room to dry; I think it is 1913 not 2013. I certainly was not informed of this before my purchase.
Do not buy Bosch if you expect to have dry clothes using this dryer; because you won't. I have never paid so much for so little service ever in my life. The serviceman answer to my complaint was, they are designed that way. Never again. I am a very unhappy Bosch consumer.