Lack of service with repairs

Good day,<br> <br> My Bosch fridge started forming excessive amount of ice in the freezer compartment. Call was logged and the technician came on the 29/01 and did some work (job # BJ008837). Despite the promise to call be beforehand, the technician just came through and luckily there was someone at the premises. The work done didn't fix the problem, so I contacted the call center again on the 9th and they opened a new ticket with a promise of 48h response time. Phoned them on the 11th, then twice on the 12th (Fri). Their explanation for not allocating/sending a technician was that the one that did the original work was not available and that if they use a different technician he will charge a callout fee! <br> The last time I called I spoke to a supervisor who tried to get the technician to come on Saturday, but in the end couldn't arrange that. She promised to send out a technician on Monday and personally check on Monday that it happens. Needless to say that it's Thursday now and no one called me.<br> <br> To be fair I used Bosch service before and never had such issues. This experience is seriously questioning my belief is Bosch's ability to deliver support services efficiently.<br>