KM
Koena M
1 reviews | Active since Aug 2012
18 Mar 2021, 21:29
Defective Bosch Dishwasher, refusal to replace.
I bought a Bosch dishwasher in Aug 2020 and the machine malfunctioned barely 3 weeks of purchase. I phoned the store and a technician was dispatched to have a look. barely a month after it was repaired, the machine broke down again with the same error (E19), again a the same technician was dispatched and once again after the fix, the machine broke down again, same error. I was then told by the store that the machine would need to be replaced but unfortunately because of COVID restrictions, new machines were still stuck in Germany pending shipment. I was told i would receive a new machine in Jan 2021. fast forward March, after writing numerous mails to the floor manager, nobody is even bothering to reply back to me. Bosch has also been quiet about this whole thing (The emails i sent were forwarded to them and i was CC'd). I have requested that we escalate this to the consumer complaints, but now even makro does not want to provide the contact details. the phone rings and as soon as i mention who i would like to speak to, i get disconnected. I would like to have this machine replaced or my money refunded. i tried to return the machine several times to the store but i was told i should keep it BJ187937 BJ181913 BJ195230
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Koena M's updateReviewer Update
18 Mar 2021, 21:31here is one of the mails i sent to the store....Thank you very much for taking my call… I am writing to you out of distress, I am very unhappy with a product I had purchased from your store, and more so, terribly dissatisfied with the outcome of the request to have this item replaced. Product: 14 place Bosch dishwasher, Silence Plus The machine was purchased just 6 months ago, and yet we have had to log service request due to malfunction. On top of that it is terribly frustrating as the jobs sometimes take up to 15 days to resolve, This has had a negative impact in the household, We don’t have a ****, and we have a 3 month old baby in the house, my wife is not able to cope to look after the infant and also manually wash the dishes. Please see the service history below, The first call logged for this device was logged in first month of purchase/use itself, this was terribly worrying, I had thought Bosch would be superior quality product. BJ187937 – E19. The advised there was a minute internal leak in the machine, This meant that water was building up in the machine and when it gets to a certain level, kicks off the error. The technician lubricated the pipes, at this point I was told in the store (Makro Centurion) that due to COVID restrictions, the machine would be replaced in January 2021 as there was shortage of stock in the country BJ181913 – E19 – Same technician attended the call. Same resolution BJ195230 – E19 and E17. Another technician attended to the call and identified the problem (E19) as something else, furthermore, another E17 was identified. (I am not sure if this overrides the findings of the previous technician, nonetheless, this is an internal issue I suppose). new parts were ordered and replaced. This in the 5th month. This had led me to conclude that this machine was defective at production, I have requested that this machine be replaced with a new stable one. This has gone for far too long, we can’t be logging every month for this, I think its fair to assume that this will be terribly exhausting in all directions. I also understand that this was brought to Bosch attention, I understand that the company might not be in agreement of this resolution. Can the company representative attending to this call please reply in a mail, why this machine will not be replaced. I trust you find this helpful, feel free to call should you need further clarity Thank you for your assistance *** one of the mails i sent the store
KM
Koena M's update18 Mar 2021, 21:31
Reviewer Update
here is one of the mails i sent to the store....Thank you very much for taking my call… I am writing to you out of distress, I am very unhappy with a product I had purchased from your store, and more so, terribly dissatisfied with the outcome of the request to have this item replaced. Product: 14 place Bosch dishwasher, Silence Plus The machine was purchased just 6 months ago, and yet we have had to log service request due to malfunction. On top of that it is terribly frustrating as the jobs sometimes take up to 15 days to resolve, This has had a negative impact in the household, We don’t have a ****, and we have a 3 month old baby in the house, my wife is not able to cope to look after the infant and also manually wash the dishes. Please see the service history below, The first call logged for this device was logged in first month of purchase/use itself, this was terribly worrying, I had thought Bosch would be superior quality product. BJ187937 – E19. The advised there was a minute internal leak in the machine, This meant that water was building up in the machine and when it gets to a certain level, kicks off the error. The technician lubricated the pipes, at this point I was told in the store (Makro Centurion) that due to COVID restrictions, the machine would be replaced in January 2021 as there was shortage of stock in the country BJ181913 – E19 – Same technician attended the call. Same resolution BJ195230 – E19 and E17. Another technician attended to the call and identified the problem (E19) as something else, furthermore, another E17 was identified. (I am not sure if this overrides the findings of the previous technician, nonetheless, this is an internal issue I suppose). new parts were ordered and replaced. This in the 5th month. This had led me to conclude that this machine was defective at production, I have requested that this machine be replaced with a new stable one. This has gone for far too long, we can’t be logging every month for this, I think its fair to assume that this will be terribly exhausting in all directions. I also understand that this was brought to Bosch attention, I understand that the company might not be in agreement of this resolution. Can the company representative attending to this call please reply in a mail, why this machine will not be replaced. I trust you find this helpful, feel free to call should you need further clarity Thank you for your assistance *** one of the mails i sent the store