Bosch Home India — Poor service - refrigerator

Address:

500045

This is with reference to bosch refrigerator.
3/11 (March 11th 2016) -the alarm started ringing continuously indicating there is some issue. We called customer service and filed a complaint and turned off the fridge . Ref no. [protected]. We had to make at least 10 - 15 calls to make sure a technician visited our house. The technician couldn't figure out the issue (The alarm stopped temporarily when we turned on) and closed the issue.
3/22 - the problem resurfaced and we opened another complaint. This time we realized cooling is not working. Ref no. [protected]. This time again, we made numerous calls, escalated multiple times. After four days someone visited our place. After couple of visits they figured out some components are malfunctioning and need to be replaced.

3/29 - opened another ticked ref no. [protected] and promised to get the parts in 2 - 3 days. We called several times to follow-up when no one turned up after three days. Now what we hear is, the part needs to come from germany and will take minimum 7 - 10 days.

Issue: lot of food got spoiled in the beginning due to cooling not working. We are with out a refrigerator for more than 10 days. Kids at home. No one seems to care. This is a high end refrigerator and bought it with lot of confidence in bosch company. No one seems to understand what we are going thru. If the parts can't be serviced from india, why are they selling the product in india ? If it takes weeks to repair, something like fridge which is an essential appliance, should they not arrange for an alternative ? Is this not minimum we expect from a world class company like bosch ? I can't even count how many calls we made in last two weeks to service center. So far i do not have any date when it will get repaired.

Next steps:
I need someone higher up to look in to this issue immediately and investigate service center operational efficiency and customer responsiveness. Want my refrigerator to be repaired asap or at least provide a back up. We can not pull this any further.
I plan to write to bosch ceo and make him aware of this issue and impact to the brand image.