[Resolved]  Bosch Home India — Delay in service caused machine damage

Address:

Bangalore, Karnataka

My Bosch dishwasher machine is under warranty. Service engineer took 3 weeks of time to attend the complaint. Machine was unused/idle for 3 weeks and got damaged by rat. Now Bosch is asking for service and parts cost which is almost same as new machine cost. If the complaint was attended in 48 working hours, the machine would have been ready within warranty itself. Delay is from Bosch service side and I don’t want to pay for it. Product detail: Bosch dishwasher SMS60L02IN purchased from EZone (online) Purchase Date 26-Dec-2014 Invoice No 91221618 Amount paid: 28941.00 service order no:[protected] Cost estimate for parts and service: 27720.00 I explained below how Bosch service faking customer every time and how serious about their customer complaints. 26th Jun : Dishwasher did not start on this morning. Registered the complaint at call center ([protected]) Call-center: registered service order no[protected], and promised to attend the complaint in next 48 working hrs. After 48 working hrs. 29th Jun: None attend . 1 day delay 30th Jun: Engineer: Darmesh is rude person, He gave 1st call around 1PM, finally reached home at 6PM . he knew the address still he was wasting the time asking route. He said “due to power fluctuation disply/control unit gone, need to replace the same. The same comes under warranty. it will take 2-3 days to replace the unit. After 3 working days 4th Jul: Call-center said : This is the 1st complaint we received for this particular unit. We dont have spare part. it should be imported from Germany specially for you. it will take min 2 weeks not 2 days. After 2 weeks: 13th Jul: call-center said: There was similar complaint in your area, our engineer installed it to another customer by mistake, we will get you another board asap. My patience was at the end and I had to escalate this higher level. 3rd – 16th Jul: None attend. 14 days delay 17th Jul: Engineer Suresh visited and He commented: its ‘Rat bit’ hence nothing is covered under warranty. customer has to pay for service and parts. cost estimate will be ready in another 2 days same will be sent through email. This 14 days of delay made machine sit idle and caused this damage. 20th Jul: Satish is Executive-Customer Relationship. He is good liar.. He said he already sent estimate through email. I checked all my folders and called him again for asking his email-id thinking I can send test mail. He was reluctant, that made clear he never sent mail. He said he will send it again. Actually estimate was not ready. 25th Jul: I again requested to escalate this to higher level as it was not going anywhere. 30th Jul: Again Suresh visited, repeated same story as per his last visited. ( 17th Jul ). (So one of his visit was useless). After 2 days 3rd – 7th Aug: No email. 5 days delay. 8th Aug: Finally Satish sent mail with cost estimate 27720.00 which just one thousand less than new machine cost.