Poor service from Bosch and Maximum Output

I've recently had very disappointing service from Bosch, and their appliance repairs supplier Maximum Output. My Bosch VarioPerfect washing machine had previously given an E18 error, and the machine was sent in for repairs under warranty. Note that at this point, Bosch had access to the machine's information, and they themselves recorded what the warranty period was - I did not communicate this information to them, as I didn't have it.

Last week, the same error occurred (BJ063739) - no offer on their part to fix the same problem again free of charge, as clearly they didn't do a good job in the first instance. I phoned the Bosch call centre and they advised that my machine was under warranty until December 2017. Under this proviso, I sent the machine in for repairs.

On Thursday, I was phoned by Gabriella at Maximum Output to say that my machine was not under warranty, and that I must either supply them with a copy of my invoice for the purchase of the machine, or I must pay for the delivery. I explained to her that I had been informed by Bosch that my machine was under warranty, and they must sort the issue out between them. She refused. It was like being held hostage - you are given no other option, and Bosch literally turned around and said, well provide the invoice. I searched for a good few hours, and couldn't find the invoice - that's a learning for me for future.

Anyway, long story very short, I am left with choice other than to pay the R550 that is now being demanded in order to ensure the return of my washing machine. I have asked Bosch to pull a copy of the recording of the calls between us, to prove their information to me confirmed the unit was under warranty until December, but I'm still waiting for that. Simpiwe (who was the team leader and is a nightmare to try and get hold of and to action urgent issues - she claims she deals with a lot of escalations - and given my experience I'm not surprised) did call me back and say that the call out charge was mentioned to me - I was driving at the time, so didn't get to tell her that the point is not the call out fee. The point is whether the call out fee is applicable if the washing machine is still under warranty. If it is not, then I do not believe the fee is payable, given that Bosch confirmed that the machine was still under warranty.

After a lot of gnashing of teeth as a result of their 'hostage' demands, the washing machine is returned on Friday. I put three loads in over the weekend, and guess what - Error E18. After having logging the call on Thursday, and them collecting the machine only on Monday, and returning it on Friday, they didn't even bother to fix the machine.

We are about to start renovating our home, and had decided that we'd replace all our existing appliances with Bosch. After this experience, I have no desire to EVER deal with Bosch or Maximum Output again. They fundamentally lack an understanding of what customer centricity means, hold you hostage to their internal lack of admin and communication, and fail to take accountability for their errors and lack of performance.

Good luck to anyone with a Bosch who needs service. Take some advice - make sure you can prove - with an invoice - that your unit is still in warranty, and be prepared to send it back multiple times to the get the same error fixed. Truly a disappointing experience!!