Bosch Home India — faulty dishwasher order id - [protected]...

rutujas

from Delhi, Delhi

Address:

411028

I purchased a dishwasher on 26th Jan 2018. The piece is on a two-year warranty. It was delivered to my residence, and your representative familiarized me with its settings and operations.

On the very 1st year we had issue which was resolved by the service engineer.

After this was fixed few days later i.e in August E-19 error started showing on the screen.This was fixed by service engineer by replacing the part.The service time was 15 days post registration of the complaint. Your technician came home, undertook repairs and guaranteed no further trouble, but the problem resumed few months later. Despite repeated rehabilitation, the problem persists.

The issue has been reported again on 27th Dec 2019 with Order id - [protected] registered under the Name of - Swapnil Waydande.I have tried reaching your service-staff, regional Manager 'Chetan' for the past two weeks with no satisfactory response. I am not satisfied with the repairs undertaken till date. Since the piece is on warranty and the problem is persistent, I request you to replace it with a fully-serviceable one at the earliest.

One thing I would like to highlight is despite of the fact that being Bosch and Chetan being the regional Manager asks me to purchase extended warranty. The reason saying a dishwasher has limitations on water hardness and electricity.

Why will I purchase extended warranty for a product which already gives me issue when it is within a stipulated 2yr warranty. Does this mean you product is assuring that it will be at fault even though its fixed????Such statement assures I have received a faulty product.Does your product fails adjusting to any water and electricity issues. I am not at all satisfied with such comments made as you are representing Bosch a well renowned brand.

If your product lacks such adjustments of water or electricity kindly get the product thoroughly tested before launching it in Indian Market.

I want a earliest replacement of the product which requires rehabilitation again and again.

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Bosch Home India customer support has been notified about the posted complaint.

Verified Support

Jan 13, 2020

Bosch Home India Customer Care's response Dear Rutujas,

We regret the inconvenience caused. Please share your registered contact details here so that our team can get in touch with you soon.

Regards,
Bosch Home Appliances Team

Jan 13, 2020

Updated by rutujas Hi Team,

Kindly find my contact details as below - [protected]]]

Regards,
Rutuja

Jan 14, 2020

Updated by rutujas Hi Team,

I had a service engineer visit today to have a thorough check in the dishwasher to which he has reported that many parts are damaged in the machine.
Whereas the regional manager tells me only 1 part is damaged.(Why is this gap in communication)
As part of service the regional manager assured to offer me replacement of that particular part(Which is on its way since 1 month such a delayed time in service from BOSCH).

But I am not very satisfied with the part replacement as this is a repetitive issue.
The heating valve was replaced in August 2019 and now the same part has issue after 4 months.

The machine shows such early damages of the part which are newly attached how do I remain assured that these parts wont be at fault even after replacement.

Now my machine is within warranty so I can demand replacement of the particular part but what if the same happens after few months.

The regional Manager 'Chetan' assures me one month guarantee on the part. But is this a reasonable time???

I am not very much satisfied with the approach suggested as a BOSCH representative.

The service time and the approach is affecting me mentally as well as physically.
The intent of purchasing this dishwasher was to reduce man efforts of work where as the daily followups is harassing me mentally as well as the delayed service is harassing me physically as the machine is not fulfilling its purpose.

Kindly suggest me what can be done...

Regards,
Rutuja

Jan 23, 2020

Updated by rutujas Hi Shoaib

This email is to highlight on the service received as on 22nd Jan 2020.
The damaged part was changed as of 22nd Jan 2020, still the machine showed no signs of improvement, then after thorough testing the service engineer dismantled the entire machine did some fixes and cleaning of the drain valve and assured that the machine is fixed.
The service engineer left saying buy an extended warranty for this machine.

We operated the machine on the same night when new part was fixed i.e on 22nd Jan 2020 hoping that the machine is now fixed and will have no issues.
But to our bad fate the machine is not working even after so many fixes and dismantling. The machine is stuck entirely and is not fulfilling its purpose of dish washing at all.

The Machine was purchased on 26th Jan 2018 Model SMS60L18I.
Below are the complain history of the product within its warranty period.

1.[protected]st Jan 2019 - 14 Feb 2019 - issue E-11
2.[protected] Aug 2019 - 09 Sept 2019 - E-19 ( Damaged Part replaced)
3.[protected] Dec 2019 Issue E-19, E-25 and detergent compartment not automatically opening.
Service engineer visited on 5th Jan 2020 and confirmed that Part replaced on September 2019 has damaged again and needs to be replaced.
Complaint escalated from customer on email on 10th Jan 2020 and demanded for replacement of faulty machine because the part replaced in September was not durable for at least a year.
14th Jan 2020 senior technician visited and thoroughly tested the machine and confirmed to the customer that more than 3 parts are damaged.
This communication was forged by Chetan Sharma and he conveyed the customer and his seniors that only one part is damaged and after replacement of this (Part replaced in Sept 2019) particular part machine will be functional.
On 22nd of Jan 2020 Machine the new part arrived and was replaced with the part which was replaced on Sept 2019 when tested by Senior service engineer the machine was stuck with error so the service engineer Dismantled the entire machine one by one performed some fixtures, a complete drain fixing took place he cleansed the entire machine still the machine is stuck and not functioning at all.

The machine itself is faulty and if a replacement is not received at the earliest I will have to take this case further up legally.

Also note I do not want to have any communication with you manager 'Chetan Sharma' his attitude towards Bosch customers is not polite as well as his line of statements are very rude which I am not quite satisfied with.

Kindly look into this case at the earliest.

Regards,
Rutuja
[protected].