Bosch Complaint - Control Panel Recall - They Had Problems Early On
ELLICOTT CITY, MARYLAND -- I purchased a Bosch dishwasher in June 1999 for $720. Almost 3 years later (April 2002) the Control Panel burned up and caused the dishwasher to empty water all over the floor. I was glad that I was home; as I had to turn the water off to the dishwasher to get it to stop filling up with water and emptying it onto the floor (dishwasher was stuck on fill). Called Bosch; you have to use one of their certified repair technicians for repairs; they said that I had to use Bray & Scarff for the repair. Bray & Scarff repaired the dishwasher on April 16, 2002. Dishwasher worked fine until June 19, 2002; when the same thing happened for the second time. Called Bosch; Bray & Scarff came out to repair the dishwasher again. This time the repairman told me that the Control Panel on the Bosch dishwashers must have a defect because they have to be replaced a lot. The Control Panel short circuits itself and burns up causing the dishwasher to do strange things. Called Bosch; this time they replaced my dishwasher; Bray & Scarff installed it on July 2, 2002 (without a dishwasher for 2 weeks). I guess that we have been really lucky, because the Control Panel that is now being recalled has been working OK until March 3, 2009.
Called Bosch; spoke with Denard on March 4, 2009; I explained that all the lights on the Control Panel were flashing on and off, smelled like burning rubber and would not cancel and drain. Denard replied that I would have to have Towson Appliance Service or Wuerstlin Appliance Service out to repair the dishwasher; as these 2 companies are Bosch certified repair companies and no other appliance repair companies can/or are allowed to repair their products. I googled these companies and found bad customer reviews; decided to hire another more reliable company to fix the dishwasher. Called Landers Appliance; they came to repair my dishwasher on March 6, 2009, were on time and very customer service oriented. Repairman checked dishwasher stated that the Control Panel had burned up and they would have to order a new one. No problem, I already knew that they would have to order a part.
On Monday March 9, 2009 the parts manager from Landers called to say that the Control Panel was under a recall (why did Bosch not tell me when I called them that it was a recall problem) and that I would have to have a certified Bosch repair company order the part and repair the dishwasher as Bosch would not allow them to order or repair the dishwasher. Called Bosch; all of what Landers told me was true. Called Bosch’s certified repair company; Towson Appliance Service; spoke with Regina they will not put me on their repair schedule until they have received the part from Bosch. Called Bosch, spoke with Rodney explained that Towson Appliance would not put me on their repair schedule until they have the part and requested the part be shipped overnight to me. Rodney said that Bosch had the part in stock and he would sent it to me overnight tomorrow Tuesday March 10, 2009 and I would receive it no later than 5 PM on Wednesday March 11, 2009. Did not receive Control Panel as promised on March 10, 2009, called Bosch, spoke with Christina. Christina states that the part was shipped to Towson Appliance not to me. I explained how upset I was that the part had not been shipped to me as promised (too late in day to call Towson Appliance). Called Towson Appliance and spoke with Mary.
Mary stated that they did not receive the part and did not know why Bosch had told me they had it. Called Bosch, spoke with Yolanda and asked to speak with a Manager. She told me that a manager would have to call me back and took my name and number. Yolanda calls me back (not a manager as I had requested) to let me know that the Control Panel is really on back order and that they expect to receive more at the end of April 2009 and she doesn’t understand why Rodney told me they had them and would ship it to me. Explained how angry I am after having to deal with this situation for over a week now; not to mention that I have to wash dishes everyday because I don’t have a working dishwasher. I again request to speak with a manager and she says that managers don’t speak with customers directly, but that she will try to get one for me.
Christy (the manager) comes on the line to regretfully inform me that in fact I do have to use one of their certified service repairmen or the Control Panel will never get installed.
MORAL OF THIS STORY - Don't purchase Bosch appliances - too many repair hassles - this dishwasher costs way too much money for the hassle you have to go through to get it repaired when Bosch really knew in 2002 that they had a problem with the Control Panel burning up.