Bosch Terrible Service

I have a complaint with @Bosch service center branch at 45 Geldenhuis Rd in Germiston.

I took our car, a BMW X6, for repairs. After all the arrangements and insurance co-payment have been sorted, we agree with Jaco the manager that the car will be collected on the 24 Dec after they fix it, as there's a family vacation to take. There was no problem with that arrangement.

I called this past Thursday I was told all is on track. Then I called again today and the workshop manager gives me a story that their welder messed up the job when putting back the catalytic converters. He tells me there's nothing they can do as the welder has already gone on holiday. I told him this is bad because we need to use the car to go on holiday in Swaziland. He tells me nothing can be done. After some persuasion, he hands the phone to his lead mechanic who then appears to understand my predicament of a trip whose accommodation has already been paid for. He (lead mechanic) says they will do something to sort it out and call me back this afternoon to tell me what the plan is.

I received no call back. I call the workshop manager, he doesn't answer. I send some whatsapp texts, he refuses to help and blocks my number. I send some SMS texts and he doesn't reply.

Now on any level this is very bad service and it ruins my family vacation. We've spent a lot of money for these repairs that we had to go overshoot our budget by R10k to pay for them as we really need the car. We have no other funds to make alternative transport plans. This problem needed to be sorted as soon as possible to allow us to go on vacation on the 26 Dec. It would be preferred to get the car on the 24 Dec. I have suggested a car rental from them to which he flatly refused and this is not our fault to begin with.

I contacted @BoschAfrica and @BoschGlobal, I got given contacts of people that are not available. Such a global giant doesn't have functional escalation processes for the festive season to help their clients and mitigate frustrations we get from their branches.

This whole experience threatens to ruin my family vacation in an extreme way.

Frustrated