Siemens Home India — Siemens dryer machine - 6 months of repair requests evaded & SIEMENS NO LONGER IN INDIA

Address:

BSH Household Appliances Manufacturing Pvt. Ltd. Arena House, 2nd Floor, Road No. 12, MIDC, Andheri (East), Mumbai - 400093

APPLIANCE: Clothes dryer machine
APPLIANCE ID: WT47W540BY/02
APPLIANCE ISSUE: Takes 5-8 hours to dry clothes [even if small quantity], worse with time.

SIEMENS AG REPLY (July 2021):
1. "In 2015, Siemens AG withdrew from the joint venture Bosch-Siemens Home Appliances and the former Siemens part has been taken over by Bosch.

2. Siemens has withdrawn a long time ago from this business and it now belongs to Bosch Home Appliances. You will have to contact them directly from their website.

BOSCH SERVICE REQUEST NUMBERS:
2021-Aug-19:[protected]
2021-Aug-12:[protected]
2021-Aug-11: no number given
2021-July-27: no number given
2021-Jul-22:[protected]
2021-Jun-26: no number given
2021-May-28: no number given
2021-May-20: no number given
2021-Mar-to-May: calls to tech, no reply (except once)
2021-Mar: [attended, replaced part but not resolved]

Several calls made to technician's numbers and a supervisor in the interim. Calls are mostly avoided.

BOSCH EMAIL SERVICE REPLY TEMPLATES:
- Greetings from Siemens Home Appliances!

- We have forwarded your request to the concerned team who are looking into it and should soon contact you with an update.

- Our service executive shall contact you within 3 days to schedule an appointment and shall visit accordingly.

- We are escalating your request to our concerned team to expedite working on the case. They should soon contact you with an update.

- Service executive visiting charges will be applicable, which are Rs.678/- + GST. (Per product).

- In case if any spares need to be replaced, service executive will inform about the further process accordingly.

- We are glad to assist you for any further information you may need.

Regards,
Khushbu Singh

[followed by a call by another female call-centre rep as a formality, but rep pleads ignorance and repeats what was stated in the emails that someone will call in 3 days]

SERVICE EXECUTIVE (technician) HISTORY OVER 6-MONTH PERIOD:
Riyaz (technician) and Prasad Kauda (supervisor) from Andheri, Mumbai

1- tech attends once in March 2021 - replaced a part (no change in result)
2- follow up calls over several months - calls avoided
3- call with supervisor twice - all calls avoided after
4- after complaint, tech calls to say a new part was ordered (without prior diagnosis), and when informed of display message on machine, changed diagnosis with no follow up.
5- tech refuses to set up an appointment and actively avoids calls.

SIEMENS PURCHASES:
1. fridge, 2. stove, 3. microwave, 4. oven, 5. dishwasher, 6. clothes washer and 7. clothes dryer

DEFECTIVE SIEMENS MACHINES:
1. stove when new, 2. microwave when new, 3. washing machine over time, 4. clothes dryer over time.

BOSCH TIME TO REPAIR PRE-2020:
1. new stove: ~3 years (replaced parts over time) - now ok
2. new microwave: ~3 years (replaced parts over time) - now ok
3. clothes dryer - partly restored in Jan 2019 - lockdown in 2020 - part replaced in Mar 2021 - not ok.