Formal Complaint & Escalation – Faulty Washing Machine Under Warranty (Unresolved Since 16 July)

Dear Bosch Customer Service,

I am writing to once again formally escalate an unresolved fault with my Bosch washing machine, which is still under its warranty.

I first logged the issue on 16 July. A technician only visited a whole week later on 23 July, checked a few settings, performed a calibration, and left — but the problem remains unresolved. A second technician visit followed, again without resolution. Despite this, the issue persists and continues to severely affect the machine’s basic functionality which I had no problem with during the first year and 10 months.

Nature of the Fault The washing machine does not fill up with sufficient water to clean laundry. Clothes remain inadequately soaked, even during full cycles. It sounds like the water is coming in, but only around 2–4 litres is used during the wash, and even less in rinse stages. The machine cycles use around 40litres for some cycles and other cycles even more. Even if it only takes what looks like 4 litres for the wash step, 4 litres for the fabric softner step and 4 litres for the rinse step, that is still 12 litres of water measured by the eye. This results in items merely being wet and spun around in a near-empty drum. Gym clothing is practically washed in sweat mixed with water. This has never been the case in the nearly two years I’ve owned the machine. The change in performance is drastic, unmistakable, and impossible to be oblivious about.

I have: Verified that the water pressure is more than adequate (I have a pressure pump installed). Ensured the tap is fully open and that hoses are not blocked nor kinked. Run multiple cycles with different settings and loads (even 5 small items produce the same result).

The technician now claim this is “normal”. I strongly disagree — and I know my machine. This is not how it has ever operated before. If this is now deemed "normal," Bosch must explain the sudden change in water level behavior despite no changes in installation, water supply, or household habits. The technician also says I must not use the wash cycle options on the left. I have basically only used them since the beginning as I noticed the cycles to the right take and average of 2-3hour+ which is not always possible to also have items dry and ironed within the regular sunny portion of any day. Also, why do you have a machine with the options on the left. Don't come tell a customer after almost 2 years that now I must not make use of 50% of your wash cycle options because those are not made to really use for proper washes, it sounds rather *********** as an OEM. In this time the technician had me put in some clothes to see how it takes water with the clothes but stopped the cycle shortly to have me remoe the clothes so he can continue checking the machine. Not once did he come to actually sit and watch what the cycle does throughout and the little amount of water. Even the technician he spoke to mentioned the machine should fill up about a third of water, which has not been the case once with clothes in the machine. The clothes may as well be removed from the machine and shaken around in an empty bucket it is exactly the same type of wash in that regard - which has not been my experience prior. I also did a "boil out" in his terms, asked that I run a 90degree cycle in case there are any washing powder build up that it will break down and wash out. The water goes smoothly out the sump. Thereafter I also did another cotton wash of 2hours50minutes and the water level is not increasing. This, after the technician informed me the cycle options on the left use low water because it is quick washes and smaller loads. The washed on the right takes longer but consumes more water. There is no difference even with the last exercise of running normal cotton washes on the cotton setting of 2h50minute cycles of 20 and 30 degree washes on the right.

Latest Communication Breakdown On 31 July, I received a call from a Technical Advisor from Head Office, but instead of mentioning the actual problem, he incorrectly claimed that I said the water drains as it fills, which I never stated to other persons. I asked if he had listened to any previous recorded calls and he said he had not. I had to re-explain everything — yet again — which was emotionally draining after more than 3 weeks of unresolved issues and needing to repeat and reiterate the issue to multiple persons ongoing. Just like, I need to repeat all of this once again via this platform.

I offered and he accepted to receive videos via WhatsApp, provided his number, and I immediately sent multiple video clips demonstrating the low water level problem, including written explanations. I also clearly stated that I had more videos available if needed and that they should advise if they require more.

I have received no reply. The messages have been delivered (double grey ticks), but not read. No acknowledgment has been made confirming receipt either.

Impact on Daily Life Each day this is not addressed is another day that I cannot do my laundry properly. The lack of urgency from Bosch — despite numerous follow-ups, video evidence, and technician visits — is highly disappointing. This fault is affecting my day-to-day life and is costing me time, emotional energy, and trust in your brand. I have now gone beyond following the necessary steps to report and continuously follow up with Bosch about the issue. It is mentally, emotionally, financially and physically exhausting to run these trial cycles and report the same issue repeatedly, also not to mention this is electricity usage at my own personal expense. I also had to cancel all my business meetings on Wednesday because I had to phone in to Bosch to ask what is happening only to be informed I must avail myself last minute the technician will be there that afternoon. I needed to work and had to cancel all my business meetings to accommodate this UNSCHEDULED appointment with your technician. I reported this telephonically 3 times. I availed myself twice for your technician, one appointment not scheduled ahead of time resulting in negatively affecting my business schedule. I consistently followed up with the technician as well as your customer service. I sent video messaging to Derrick as well as Fernando.

Formal Request At this point, I am no longer willing to wait for another phone call, another technician, or be told the problem is “normal.” I am formally requesting the following under the warranty:

-A full reimbur*****t of the purchase price or -and this risk will be yours - An immediate replacement unit equivalent to the load capacity and value in ZAR that must be of my choice. I will also not take responsibility to deliver this machine anywhere and I will also not take responsibility of collecting a machine anywhere.

I highly advise and encourage that you consider the purchase price refund to avoid future product complaints from myself.

All necessary proof has been submitted to your Technician, as well as your Technical Advisor.

I expect a formal response by close of business on Monday 4 August 2025.