EXTREMELY FRUSTRATED CUSTOMER WITH BOSCH SOUTH AFRICA

I purchased the series 6 washing machine. Used it a few times only to notice that the fabric softener dispenser was not working i.e. No fabric softener was dispensing. I called Bosch to log a request to have it fixed, a technician came out Mr Jamie Sherry on the 5th of May 2021 investigate and he confirmed that the machine is faulty. I then received an sms on the 12th of May to advise that the exchange has been authorized (***). Thereafter I have no heard from Bosch at ALL on this.

I had to call into the service center 3 times to get an update and each time I requested to speak to Simphiwe (supervisor) but he is never around or available. I spoke to 3 agents Lwasi, Tshepiso and Nhalanla. Finally Lwasi provided me with an email to contact Simphiwe.

My husband wrote to him on the 23 of June: "Hi Simphiwe,

I have received your email from Nhlanhla at the Service Contact Centre.

Please assist me with the exchange of my Bosch washing machine purchased on 24th February 2021 from Takealot. I logged a call on the 5th of May 2021 for a technician to come and have a look at the washing machine as it was not dispensing fabric softener. The technician (Mr Jamie Sherry) came out and confirmed that the washing machine was faulty. I received an SMS on the 12th May 2021 to advise that the exchange has been authorized (***) and thereafter have called in three times to get an update on the progress of this request but have not been assisted.

This matter has been going on for weeks now and I urgently need your assistance with resolving this issue and scheduling the exchange. Please also provide me with the customer service email address.

Look forward to hearing from you.

Regards, Ashil ***. "

On the 24th of June Simphiwe responded: "Good day Ashil,

I checked on your reference number and Liezl from our head office says she tried to contact you on the 22/06/21 to make arrangements on the exchange.

There is currently no stock for the direct exchange to be done, May you please advise where did you purchase the Appliance so that Liezl can arrange for the exchange to be done at store level.

Regards Simphiwe"

On the same day I rep**** to him: "Thanks, Simphiwe that is great. We purchased the washing machine online from Takealot. Just to confirm are you saying that you will arrange for Takealot to come and collect the defective machine and replace with the new machine?

I did not receive any calls or messages on Tuesday however to please also note my husband's cell phone number ***) as an alternate contact number. "

Since then Simphiwe has NOT rep****/called or followed up.

I then emailed him on the 28th of June for an update - again Simphiwe did not respond. At this point my husband and I are extremely frustrated with Bosch and their disgraceful level of customer service.

On the 30th of June my husband responded to Simphiwe AGAIN - "Hi Simphiwe.

I find the lack of communication from you and the Bosch team extremely concerning! Your last email to Sadhna and I was on the 24th of June 2021 and since then we have had to follow up and our email seems to be ignored.

It is extremely frustrating having to follow up and wait to be helped - is customer service not part of your goals?

Please can I have the email and contact details for the service manager responsible for this area and the complaints process.

Ashil *** "

He has still NOT rep****.

BOSCH South Africa - Please can you get this sorted immediately!!! It is very frustrating to have to keep following up with you and NO ONE REPLIES. Your customer service department has painted you as a very Poor company in dealing with your customers. Simphiwe is testament to this - he has absolutely no sense of proper customer service ethics.

If BOSCH cant replace my machine - I want a full refund of my purchase or I will be taking this up with the OMBUDSMAN.