[Resolved]  Bosch Home India — refrigerator - worst customer service

Address:

Chennai, Tamil Nadu, 600087

I bought a Bosch 456ltr refrigerator in August 2015 believing that its quality will be very good, Bosch being a German company. For the past one month, it was not cooling properly. So I raised a complaint on 02 June 2018. A technician attended to it on the same day, said that the reason might be because of the ice piling up at the back side of the refrigerator (the reason for which he did not know). He cleared the ice and asked us to observe until the next day morning. The compressor did not start until the next day. So on my update, he came again and fixed something near the compressor and said it must be working now and asked us to observe again. The compressor started working, but the cooling was too minimal, not enough to cool even a bottle of water. The freezer compartment was working like the refrigerator compartment, then you can understand how the refrigerator area was working. We were not able to use the appliance. When I called up the technician again, he said that the gas has to be refilled, but could not give me an update of when it can be done. The next day (5th June) I called him up and he gave an update that it can be done only on 9th June as the technician to refill the gas was on leave.
This was the worst thing we could hear. How does Bosch expect the customer to go on for a week without the refrigerator? The technician also said that just in case the heater has konked off, it might take a month to replace. I am really surprised how Bosch can give such a worst service of its kind, expecting the customer to wait for a week or month to restore their appliance. Once you have started selling your products in India, you must have the spare parts ready and you must also have enough service personnel to attend to the complaint immediately. If not, what is the use of such a big brand name and advertising about your quality, which cannot be maintained by you.
I am also totally disappointed by the fact that the product is giving problems within three years of purchase and it is going to cost us Rs.6000, which is not a small amount for Indians. I also saw in this forum that there are other refrigerator customers who have complained of similar ice formation problems in India. This shows that this problem is not unique to me. There is some fault in your product which makes in unsuitable for Indian usage and you have not rectified the same.

How do you expect to spread the brand name in India, if this is what the existing customers are experiencing?

I expect immediate action for this problem and a refund of whatever amount I have spent on the repair. My name is Shrividya and my contact number is [protected].

Also, please ensure that the problem is rectified once and for all.