[Resolved]  Bosch Home India — Bad after sale service

Address:

Mumbai City, Maharashtra

Hi, I did biggest mistake of my life by buying Bosch product. This was my first Bosch product and probably would be the last one. I have purchased Bosch double door refrigerator worth Rs. 50, 000/- from Kohinoor Electronics. After one year 2 months it stopped working completely on 2nd Oct 2014 and my misery started. I lodged a complaint with Kohinoor Electronics as well as with Bosch Service Center. I was informed that the service period has ended hence there would be a service charge of Rs. 800/- plus if any product part needs to be replaced the cost of the same would be extra. I agreed to it. After so much of follow-up, finally technicians visited my place on 6th Oct 2014 at 7 p.m. The excess water got clogged in the plastic tray and worms had bred in it (because refrigerator was shut since last five days). This tray is present at the bottom, on the back side of the refrigerator. The technicians who visited my place were not ready to touch the refrigerator. They said, first get that try cleaned and then only we'll check what the issue is. They clearly said it's not their job and it’s not the part of a service. We found their behaviour very strange but as we did not have any option, we cleaned it (the tray is non-detachable hence cleaning it was a awful task which now one would enjoy for sure). After cleaning the tray, technician said the “Relay device” got damaged because of which the refrigerator is completely non functional and the damaged part needs to be replaced. We requested them to replace it ASAP. The technicians who visited my place were from 3rd party company (as Bosch has outsourced their service /maintenance in India). They said they'll lodge a request for that particular part in Bosch warehouse and it will come to them in a day or two. They took service charges of Rs. 800/- and left. I called them next morning on 7th Oct 2014 they said the part will reach them by evening so they'll try to come late evening or else next day morning i.e. 8th Oct 2014. I also called Bosch service center to quickly arrange that damaged part but they just apologized and gave me an escalation no. [protected] for my complaint. Till 9th Oct 2014 evening I didn't hear anything from them (neither from the technician nor the service center) I called Bosch service centre again and they said technician will be reaching our place in some time. I waited till 8 p.m. nobody turned up. Then I called up that technician directly he said the part is neither available in Mumbai warehouse nor across India and hence it’s been ordered from Germany and will reach them by 11th Oct 2014. This claim was hard to believe. Bosch is such a big international brand having a decent presence across India too and doesn't stock spare parts? Hence I decided to put this matter on social media and complained regarding my issue on their official facebook page on 10th Oct 2014 and IT WORKED. They called me in an hours time, sent their own technician (he was a from Bosch India and an experienced person) who resolved the issue without replacing any part. He checked the refrigerator thoroughly and said there is no issue at all, some button got pressed because of which the refrigerator was shut. I didn't understand why the earlier technician couldn't resolve the issue. Were they an amateur or just trying to fool us ? I really have no idea. I wish I would have complained on Bosch facebook page earlier, it could have saved me from 9 days of struggle and a non functional fridge. If Bosch Home Appliance India team is reading this, please don't outsourced your service contracts to such . It will only malign your image. Please take a strict action against the technicians who visited my place for the first time. Though my issue got resolved I would like to warn all the Bosch customers & prospect consumers be ware of the service issues.