Bosch Complaint - Bosch doesn't believe in customer service
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.