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Worst Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Worst customer service! I had an appointment yesterday for my washer and the technician was supposed to call me the night before or morning of the appointment to give me a two hour window. My appointment was in the window of 8-12. I have taken a half day off to be there. No one called. I then called customer service at Bosch and was on hold for 25 minutes just to get disconnected. I called again and was on hold for another 25 minutes. The representative said the technician had an emergency. She put me on with her supervisor who said she was sorry and scheduled me for the next day for a window of 8-5. She said Bosch should have notified me and stated she understood my frustration and admitted over and over that this was their fault. She then states the technician would call me with a two hour window that night or the next morning. She promised I would get a call this time. Next morning arrives, yes I had to take the day off, and technician did not call the night before or morning of. I called customer service and was on hold for 30 minutes. She calls the technician, on hold for another 15 minutes, to give me the two hour window from 12-2pm. I waiting and waiting... I then get a call close to 1:30 that he showed up and left because my building wanted to see his ID and he refused to give it to them. Ok, I get that, but why did he leave without calling me directly. Why have a call center call me. I told the call center I can let him up if he had called me directly. She said no he is not coming and won't come back. She gives me another company she has looked into that can come and fix my washing machine. I called them and they say they do not service Chicago and they are 2 1/2 hours away and they get calls from Bosch all the time and they tell them over and over that they do not service Chicago. I go down to my building to ask why they didn't call me and both the front desk and security said no one from Bosch has been there. The desk always calls if there is an issue. They cannot lie! I call customer service again on hold for 25 minutes and got disconnected. Called again and on hold for 25 minutes and finally someone gets on the phone. She says she is calling the technician right then. I'm on hold for 15 minutes and then I get disconnected. I call again and on hold for 25 minutes and the representative says he has to put me on hold... on hold for another 20 minutes for him to say the technician didn't want to show his ID, so left. All this has been explained and in the notes... I said I want to speak with a supervisor, because the day prior the supervisor was very apologetic. Supervisor Ray gets on the phone. He says there is nothing he can do. Only reschedule me for November 10th-- two weeks from today or give me a third party number, which didn't work before. He was very rude and would not help in any way. He did care about all I went through and how I already took 1 1/2 days off from work. Again, the technician lied about coming, but Ray did not care. Why didn't he have someone else service my machine or yet, make him come back? He refused to do anything about. He never apologized until I said you are not even sorry. He tone of voice was awful. I asked to speak with his manager and he said there was no one above him. Hard to believe...I cannot believe how unprofessional he was. It was truly the worst customer service I have ever experienced. Ray the supervisor and the technician should not be employed by Bosch.

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A two-year consumer nightmare!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FARMINGTON HILLS, MICHIGAN -- Two years ago, I purchased a Bosch dishwasher, believing that it was a solid product. Although my review may apply only to a particular model Bosch dishwasher, which was manufactured with an indisputable defect, the service I received from the distributor, the manufacturer, the manufacturer's third-party service people and, now the manufacturer's shipper, over a two year period has been an absolute consumer nightmare which has cost me unnecessary money, incalculable time and ludicrous inconvenience and stress. Below, for your edification if you choose to read, is my most recent communication to Bosch employees.

“Carlyn and Chrishon,

Chrishon, I do not appreciate one whit getting ongoing e-mail messages from you, three from your Bosch e-mail account today alone, indicating that you have "deleted messages WITHOUT being read."

Carlyn, I just called and left you a message to call me, but opted to put my concerns in writing. I entirely grasp that you did everything you could on my behalf and your assistance was entirely satisfactory to me. I have most appropriately expressed my gratitude to you for your assistance on more than one occasion and would like to express that appreciation to your employer! Further, I entirely grasp why you are likely sick and tired of hearing from me due to the slovenly service of others.

All that being said, I still find myself left holding the bag and I am fit to be tide...like never before in my entire consumer life… with a product and/or service! After a two-year nightmare, encompassing two defective Bosch dishwashers, I naively imagined my problem was finally about to be resolved. The THIRD dishwasher was to be shipped to "Mr. Appliance" and I was to arrange for delivery and installation. Unlike that representation, I learned that the dishwasher was being shipped to me directly via "Averitt Express" and, after it was delivered, I must contact “Mr. Appliance” to arrange for the installation of the new dishwasher and removal of the old Bosch dishwasher.

So, I made the appointment for delivery with "Averitt Express" for yesterday between 11:00 a.m. and 1:00 p.m.;" I waited all day for that deliver. Averitt did not show and there was no courtesy phone call from Averitt Express to let me know that it was not being delivered pursuant to my earlier e-mail to you (and another Bosch employee) due to possible damage to this dishwasher, which I learned only after I contacted Averitt.

I rescheduled the delivery for today. Once again, Averitt was a "no show" and, yet again, no courtesy telephone call letting me know there would be no deliver today. So I called Averitt, once again. Seems, now, that Averitt Express reassured itself yesterday that the dishwasher was undamaged; today it was "mis-loaded." Yet again, despite reassurances to the contrary, no delivery and no courtesy phone call from Averitt to let me know there would be no delivery. A short time ago, Averitt informed me that someone will be in touch with me in two business days. Since it is Friday, that means next Tuesday based on my business sense before I can even contemplate a POSSIBLE delivery date, much less an installation date.

I imagine that this third dishwasher will get to me in the fullness of time. I imagine that you should kick this nightmare up to the Bosch "powers that be" because there isn't a snowball's chance in hell that I will be silent about what I've had to deal with because of a Bosch manufacturing defect, despite the wonderful service you, and you alone, have provided me with.

Renee

P.S. It is unlikely that Chrishon Tiffith of Bosch will read this communication in my experience with her since I've regularly received messages from her account that my e-mails were “deleted without being read.” But, in the "fullness of time" I will get this communication to the Bosch "powers that be." From my perspective, Chrishon Tiffith deserves to be looking for employment that appeals to her because providing even minimal service clearly isn't her thing.

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Frustrating
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VIC -- BOSCH, Designed for LIFE. I guess so. That is, if your life is only ONE week long!!! After recently taking a faulty Bosch Inspection camera to their Melbourne Service Centre, it came back replaced with a brand new one! Wow that's fantastic service! So we thought??? This was short-lived, when not even one week passed and we went to use our new Bosch Inspection camera for the second time, only to find it too is faulty with the exact same fault as our original!

And the official words straight from the Bosch Service Centre: "Proof of purchase date on original replacement is 24/3/13. The warranty period for this purchase was 2 years, the tool was replaced under goodwill, the warranty period has long expired." In other words, we gave you a new one and don't really care that it only lasted less than a week! That's your problem now!

Well that's one sure way to go from fantastic service to I think if that's how they treat their customers, we sure won't be stocking any of our companies service vehicles with Bosch anymore. I'll keep you all posted on whether this is seriously how BOSCH are content to treat their customers and in the meantime does anyone know any brands for a decent inspection camera? As looks like we are in the market for a new one!

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Counter Depth Refrigerator
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

PA -- I have had this refrigerator for less than 2 years. From day one there have been problems with the ice machine. Initially they replaced it. Since then I have had numerous service calls. The water fill line supplying water to the freezer keeps freezing up and the ice machine stops working. The repairman said that this flexible tubing is something new and apparently creating problems. Now that my warranty is expired I called the repairman myself. I used the very same company Bosch has been directing me to use. All they do is take the flexible hose off and run it under hot water to clear the ice and put it back. This cost me $150.00.

The repairman directed me to call Bosch as this is a design problem and that they should reimburse me the $150.00. Well Bosch refused to make good because I did not call them first. Even though I used the same company they send me to. They said if this happens again to call them first. I don't need to tell you I will never buy another Bosch product. I don't know how they earned a good reputation. If they were an auto manufacturer they would have to recall their defective products and fix or replace them at no cost to the consumer.

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Worst Oven and Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TORONTO, CALIFORNIA -- I wish I never bought a Bosch oven - it is a horrible oven. To start, preheat to say 350. The oven beeps that it has reached the temperature, but not. I went and bought two thermometers. Both read the same temperature, which is over a hundred degree different. I have baked for the last 13 years, same recipes so I know how they work. Sometimes the temperature drops and recovery takes 20 minutes to get back to temp. The doesn't work for baking. Total uneven baking.

I used the setting where only the bottom element is supposed to be on and the top of my baked goods get burnt? Please read this and do not buy Bosch. All the customer service complaints are true. Customer service is horrific. Save yourself money and hardships. DO NOT buy Bosch.

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Worst Washer and Dryer Ever, Ever, Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN FRANCISCO, CALIFORNIA -- Bosch washers and dryers are horrible. The dryers make the clothes so scalding hot you can't touch them, and they ruin the fabric of the clothing. They take forever to dry things. A large gas dryer will dry things in 20 minutes and Bosch dryer will take an hour and a half to dry same amount of items, only it will continually burn the clothing, add more and more moisture to the fabric and almost set it on fire.

The washer sucks so badly. Once you close it you can't open it to add things, you can't get Borax in a front loader and if you do it sits in the window and never dissolves. It uses hardly any water, does not get the soap out. I cope with Bosch washer by starting out in one cycle, switch after 5 minutes to another cycle to get a lot more water in the machine, then dump in more water myself, then switch to the rise and spin cycle to try and get the soap out.

I'm sure all the water left in the rubber creates mildew, plus with the stackable I can fit 3 items in the tiny, tiny thing. Oh, and burn your hands on the lint net in the dryer as well as burn your hands trying to touch the tangled up clothing. Forget trying to dry sheets in a Bosch dryer. They clump up into one big ball time and time again. What would I do without this new laundry system? Garbage, utter garbage.

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New Bosch Appliances
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Purchase Bosch Refrigerator. Did not work out of box. Repairman added coolant and worked for about 10 days. When refrigerator quit cooling repairman determined coolant leak inside of refrigerator and non-repairable and Bosch was to replace. When I called them in a week to see why I had not heard anything they said that they were no longer making that model and had no comparable model to give me so would in 4 to 6 weeks come out and pick up nonworking new refrigerator and issue me a refund check. Of course by that time will have been without a working refrigerator for over 2 months.

Also, I had a kitchen remodel done based on all new Bosch appliances, two of which had cosmetic damage in addition to non-working refrigerator upon delivery. So now even though Bosch cannot provide me with a refrigerator, I have other Bosch products that they will not take back so after a $50,000 plus kitchen renovation I will have mixed brands of appliances in my Kitchen with unmatching handles/hardware. I asked if Bosch would just take all of their appliance back and provide refund and I could start over with a brand that could provide a working refrigerator. Of course they refused. NEVER BUY BOSCH PRODUCTS.

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Bosch Doesn't Believe in Customer Service
By -

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 INFORM ME that the repairman 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 repairman (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 repairman 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 repairmen (at double the price). I asked the representative how to unstack the machines and was told that the repairman 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 repairman 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 repairman 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 repairman 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 repairman would bring it?"

Meanwhile, the clock was ticking away (and the repair charge mounting) as the repairman spoke to HIS supervisor about the missing feet. After 15 minutes of this I told the repairman 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. (**, 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.

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Bosch Appliance - Poor Product - Poor Service
By -

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 laundromat, 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 Bosch 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 Bosch 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.

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Warranty and Customer Service at BOSCH
By -

ALASKA -- Late in the April of 2007 we decided to purchase BOSCH refrigerator online from Digital Craze/Uncle electronics located in New Jersey. The day after placing an order I received a call that this model is 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 350-lb 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 **, ** and ** 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/Uncle Stereo and talked to **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 advised that they need statement in writing from BOSCH that the refrigerator is irreparable so they can go after the shipping company. June 12th; another hour on the phone and I received an 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. **, 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 ** 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 unprofessional; 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/Uncle Stereo in another story for me to write...

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Bosch Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 17 ratings and
61 reviews & complaints.
Contact Information:
Bosch
38000 Hills Tech Dr.
Farmington Hills, MI 48331
248-876-1000 (ph)
248-876-1116 (fax)
www.bosch.com
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