DISAPPOINTED BOSCH CLIENT

Dear Bosch Customer Service Team & Claremont Home Appliances

I am writing to formally express my profound disappointment and frustration with the service I have received from Claremont Home Appliances, a subcontractor engaged by Bosch to carry out repairs on my washing machine.

My ordeal began on 6 July 2026, when I logged a service request with Bosch and received a reference number. Within 48 hours, a technician from Claremont Home Appliances, Donald, arrived unannounced and without prior notification of an estimated time. This lack of communication is highly unprofessional and demonstrates a clear disregard for clients’ time and commitments. I had to contact Claremont Home Appliances myself to confirm when the technician would arrive, which is unacceptable.

Donald assessed my machine by tilting it to look underneath, a process that took all of about five minutes, for which I was charged R750. During this brief assessment, he concluded that the rubber pipe under the machine had a hole and suggested that this was the sole cause of the water leakage. His assessment did not involve opening the machine or conducting any thorough troubleshooting. When I questioned whether so much water could leak so significantly from a small hole in the rubber pipe, he confirmed that it could.

On 21 July, Donald returned to repair the rubber pipe, again without providing any appointment time—only a phone call informing me he was outside. After repairing the pipe, he called me to say there was a bigger issue: a hole in the drum itself. When I asked why this was not checked during his initial visit, he admitted he had not opened the machine to inspect the drum. I find this unacceptable, especially considering I paid R750 for what should have been a professional diagnosis.

I then contacted Linda at Claremont Home Appliances, who echoed Donald’s attitude and dismissed my concerns, claiming that without opening the machine, he could not see the drum’s hole. I questioned the purpose of paying for a call-out fee if the technician is unable to perform a proper diagnosis, which is evident from their minimal effort and assumptions. Furthermore, I escalated this matter by calling Bosch’s customer care line at ***. I was transferred to management and spoke with Zimphiwe, who assured me she would handle the issue and revert within an hour. Regrettably, this did not happen. Despite multiple follow-up calls, I was repeatedly told she was busy and unavailable, which demonstrates a lack of courtesy and professionalism.

Given the gross incompetence and poor attitude displayed by Claremont Home Appliances, I am extremely reluctant to trust them with my repair or any future service. I cannot understand how Bosch, a reputable brand, can outsource repairs to a company with such a consistently negative review profile and a reputation for unreliable service, and unskilled technicians.

I am deeply disappointed with Bosch’s failure to ensure quality and trustworthy service through their outsourcing partners. As a loyal customer, I will no longer support Bosch products and will strongly advise others against doing so, based on this experience.

I expect this matter to be addressed promptly and appropriately by BOSCH. I request a full explanation, and a clear plan on how Bosch intends to rectify this situation without further inconvenience or expense on my part.