[Resolved] Bosch Home India — Service dissatisfaction (Order no. [protected])

arunkumar2206

from Chennai, Tamil Nadu

Address:

600089

Date of Incident: Nov 11 2016
Service Person's no.s : [protected]/[protected]
My machine was throwing E17 quite often and there was noise (like water/air sucking) before this error appears. I called the customer care and informed them about the extended warranty (product purchased at Vivek with extended warranty of Rs.800) and the issue that I am encountering with. The lady who talked me said that I might incur some cost to the service person. I was surprised to hear that and I told quite clearly that I will not pay a single penny when I am in warranty (Vivek's extended warranty). She then took the complaint.
And today (Nov 11), the service person called me and asked if I have warranty and I said 'Yes'. But after he came and looked into the issue and described about the possible scenarios of the issue and enquired about my warranty details. After hearing that I am extended warranty purchased from Vivek, I was asked to pay Rs.800. I said I will not and he asked me to pay get it reimbursed from Vivek. Why the heck should I follow it??? I was very stubborn that I will not pay for this and he called his manager or someone and asked me to talk to him. That guy was very rude and threatened me that they black mark this and next they will do service unless I pay this Rs.800. I am honestly dissatisfied with the way they responded. If there is no proper understanding with the dealers, why should customer pay for the consequences???
Though Bosch products are good, I wonder if I can recommend their products for others, due to this issue created by service people.
If there could be a resolution, I would suggest Bosch have a proper understanding with Viveks (for that matter any dealers) before issuing extended warranty to the customers.

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Dec 17, 2016

Complaint marked as Resolved

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

Verified Support

Nov 15, 2016

Bosch Home India Customer Care's response Dear Sir,

We regret the inconvenience caused. We have escalated your complaint.
Please be assured the matter is being looked into.

With Regards,
Bosch Home Appliances Team

Nov 19, 2017

Updated by arunkumar2206 A technician was sent to diagnose the issue. He did some checks and took a sensor (sensor placed where the water flows in) and did something and re-fitted it. Then, he asked me to block the water flow from tap, once the wash is over.
After he left, I used the machine and still it was throwing the same issue. Also, the machine was filled with water, as the sensor was not working (not blocking the water flow), which was not the case earlier. I called him the next day and he said that the sensor has to be replaced.
I was charged Rs. 800 for service and Rs.1900 for the sensor too. Even after replacing the new sensor, the same issue was still coming up. I called him (Rakshith) and informed about the same. He asked me to talk to his senior manager (Krishna). I spoke to him and he sent some senior technician (Vignesh). He checked and said that it is due to scaling in the water tray (placed above the detergent tray), which is blocking the water flow. He asked me to pay extra Rs.800 as cleaning of trays are not part of their work and it has to be dealt separately or I should replace the complete tray if I didn't want to pay Rs.800 for the cleaning.
I then spoke to Krishna about the sensor which was replaced for no reason and I told him that it was an incorrect diagnosis from the technician's end and I had to pay Rs.1900 and now I am asked to pay extra Rs.800 for cleaning the tray? We then had some argument and he said he will ask Vignesh to clean the tray for no charge.
However, I don't understand why I had to pay for Rs.1900 and even extra Rs.800 for cleaning, which ideally should have been the part of service???
How much should I have to keep paying for the incorrect diagnosis and services???
If Bosch service centers can't assist us for buying Bosch products, what else are we supposed to do???

Nov 19, 2017

Updated by arunkumar2206 Service provider: ATREYA ENTERPRISES
Service order no.[protected]