Terrible Service Support

We've been enjoying our Bosch washing machine for just over a year until we had an issue with our washing machine. We proceeded to log a call to resolve an intermittent issue and when the technician came out, he was not able to determine if there was an issue, nor did he even open anything to check, even though we have recordings of the device making heavy machinery noises. We have since logged another call and it was immediately closed again without any communication. We proceed to send an email with the videos to Bosch's call center, iOpen, but a week has passed without any response. This type of treatment is not what one would expect from Bosch.