Unauthorised/incorrect steering rack replaced

FORMAL COMPLAINT – To: Bosch Service Management

I am writing to formally lodge a complaint regarding the handling of my vehicle, which I brought to your service centre for what was initially intended to be a diagnostic inspection/check to establish whether there were any faults that required repair or replacement.

Unfortunately, what should have been a straightforward inspection has turned into a serious and extremely frustrating situation. During the process, a steering rack was fitted to my vehicle, and I subsequently experienced further problems with the vehicle, leaving me without reliable transport for seven days and counting.

My primary concern is that I did not take my vehicle to Bosch Service expecting unnecessary work to be carried out or for the vehicle to be left in a worse position than when I brought it in. I expected a professional assessment of the vehicle and, should any repairs or replacements have been identified, I expected these to be properly explained to me and authorised before proceeding. I therefore request the following:

1. A full written explanation of what was initially diagnosed on my vehicle and why the steering rack was replaced. 2. Confirmation of exactly what parts were fitted, including whether the steering rack was new, refurbished or used, and the manufacturer/part details. 3. A clear explanation of what caused the subsequent problems with my vehicle after the work was carried out. 4. Confirmation of what work has subsequently been performed to rectify the problem and why it has taken more than six days to resolve. 5. A definitive completion date and time, rather than another open-ended assurance that the vehicle will be ready before close of business. 6. An explanation of what Bosch Service intends to do to address the inconvenience and costs I have incurred as a result of being without my vehicle for seven days and counting. 7. A copy of the diagnostic report, quotation, job card, invoices and any relevant documentation relating to the work performed on my vehicle.

I would like to emphasise that my complaint is not simply about the delay. My primary concern is that I brought my vehicle to Bosch Service to have it checked for faults, and I now find myself in a situation where the vehicle has been kept for more than six days and appears to have developed significant issues following work undertaken by your service centre.

I expected Bosch Service to demonstrate professionalism, accountability and urgency in resolving the matter. Instead, I have experienced repeated promises that the vehicle would be ready by the end of the day, with no satisfactory resolution.

I am therefore requesting that this matter be escalated to senior management and that I receive a formal written response addressing the above concerns.

I trust Bosch Service will treat this complaint with the seriousness it deserves and provide an immediate and satisfactory resolution.

Andile