BSH Home Appliances Corp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spent a small fortune (when I could afford it) to install Thermidor appliances throughout my kitchen, years ago Now I can no longer find parts for the oven anywhere (online either) and the oven is un-usable and un-safe in this condition(door will not shut because the hinges need re-placed) FYI-I never put anything on the oven door that would cause these hinges to fail.Had I known that no parts would be available, when needed for repairs, I would never have chosen Thermidor The public should, and must, be made aware that parts for Thermidor expire after a few years This is un-acceptable since I cannot afford to purchase a whole buimicrowave/oven/warming drawer unit!!! I am years old and I am stuck with this situation and no way to rectify it
Regards,
*** ***

Oven was repaired to customer satisfaction on 6/We will also be extending the warranty an additional year.
Regards,
[redacted]Executive LiaisonBSH Home Appliances CorporationMain Street, Suite 600Irvine, CA

Hello,This was responded to on 4/10/15, by way of letter being mailed to Revdex.com. 4/10/
","sans-serif"">Revdex.com
Viewridge Ave#
San Diego, CA 92123-
Attn: [redacted]
Dear
[redacted]
Customer
stated in the complaint he paid $1499, however the receipt clearly showed he paid $866.68, which is the
amount we advised we would buy it back for and when that was offered in
December 2014, the customer refusedCustomer advised me today he has a store
credit for $at the top of the receipt and wanted that alsoHe has been advised
the store credit is between him and the store, BSH Home Appliance has nothing
to do with any specials or deals he
worked out with the store and we will reimburse the full amount he physically
paid, which is $
Customer
understands and accepts the buyback offeredThis matter has been addressed and
the case is closed
Please
be advised BSH's former Revdex.com contact, Tirzah Widmeyer is no longer with BSH Home
Appliances and at this time, I will be the contact until further notice
Sincerely,
[redacted]
Executive
Liaison
BSH
Home Appliances Corporation
Main St Ste
Irvine,
CA
Phn:
[redacted]
Fax:
[redacted]
Email: [redacted]
Cc: File# [redacted]

Dear Revdex.com / [redacted]:This is in response to the unresolved and closed complaint ID [redacted].In the original complaint, the unit was exchanged in March 2016. Second complaint has been resolved as well.We have been in contact with the customer and the customer agrees to Bosch buying (refunding) back the dishwasher. We will be removing the dishwasher and refunding the customer. This is a 2-3 week process and the customer is aware.Please see the enclosed correspondence with Mr. [redacted] from Ca. Dept. of Consumer Affairs as the case is currently closed. In our efforts to resolve and move forward, we somehow lost sight that there were two entities that needed to be responded to: Consumer Affairs and Revdex.com.We apologize for not responding to the Revdex.com in a timely manner.[redacted] Executive Liaison

Dishwasher is being exchanged.
Regards,
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[redacted]Executive Liaison
BSH Home Appliances Corporation
Main Street, Suite Irvine, CA
[redacted] Office

The dishwasher has been serviced. So in order for us to review your request we need the proof showing the dishwasher has had repairs and consistent issues. Without the service history there we be no further review of this case forthcoming.

The customer has worked with a supervisor [redacted] in Customer service. The supervisor was able to resolve the issue for the customer and we faxed an authorization to a third party servicer to complete the repair.If the customer would need to work with [redacted] directly if she has any further questions...

please call [redacted] and reference your file# [redacted]

The Executive office is in receipt of the customer's rebuttal. While we understand the customer's frustration, we cannot expedite the production any faster.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have requested that they extend the warranty since I have not had full use of my brand new dishwasher for at least 3 months.  I would be satisfied with this outcome since I have been majorly inconvenienced and this seems to be a way to compensate me.
Regards,
[redacted]

The Executive offices
are in receipt of Mr. [redacted]'s concerns regarding his dishwasher and the
repair that he paid for to remove the chicken bone out of the drain pump.
 
We have attached the
warranty Exclusions page 23 that specifically states that we do not cover
failure to maintain...

the dishwasher. It is not recommended to wash dishes with
bones inside the dishwasher.
 
As the manufacturer
there is no defect with the product it's self, it needs to be maintained
properly.
 
The Executive office
respectfully declines to offer reimbursement for the service call. 
[redacted]
Executive Liaison

Complaint #[redacted]
Hello, Spoke to customer and there was a mistake made on Bosch's end during the original call to set the appt. The appt. was not coded correctly. Bosch customer support is covering the cost to repair. It was explained to the customer how this mistake was made....

Additionally if the customer wanted to cancel his extended warranty, he will need to (or already has) contact them direclty. Bosch Liaison[redacted]

The service call of $507.71 was refunded by way of check and sent to the customer on 3/11/16. A food reimbursement check for $100 is currently in process, which should be received in approximatley 2 weeks. When our tech replaced the part it did appear to be a faulty part, which caused the overnight...

food loss. Tech came back out and put the old electroninc back in. This is why we reimbursed the part, labor and food loss. We have spoken to [redacted], they went out mid March and ordered parts.  An appt. is set for April 1st for a return visist by [redacted] in hopes of a final repair. A voice mail was left for the customer on 3/22 regarding this. Best Regards,[redacted]Executive Liaison[redacted]

Additionally, Mr. [redacted]'s issue has been resolved as the unit is being replaced.Please be so kind as to respond to this letter or email me at K[redacted]@bshg.comRegards,K[redacted] Executive Liaison 1901 Main St. Ste 600 Irvine, Ca. 926.14Enclosure CC: [redacted]

The Executive office is in receipt of Mr. [redacted]'s concerns regarding his Thermador double oven.The customer is requesting that Thermador guarantee the appliance will be repaired or if not we need to reimburse him the money spent for the repair.The customer needs to allow our technician out to...

diagnosis the issue and then we address his concerns from that point. We cannot guarantee something if we haven't been out to diagnosis the issue. If the oven has the same issue then the repair will be covered.The customer would need to contact our Customer service directly @ 800-735-4328 to schedule the appointment.

We have attached the warranty information for your Bosch dishwasher. Please note there is a 30 day cosmetic warranty. While it is well outside the cosmetic warranty, Bosch offered a 20% discount off the door skin (the entire door does not need to be replaced), which was declined by the customer. At...

this time we are offering a 50% discount off the part if purchased directly through Bosch. Labor would be the consumers responsibility. If you would like to accept this offer, please call us at 800.944.2904 and reference your file #[redacted]. This offer is valid for 30 days. Please be advised this is a final decision and there will be no forthcoming offers.  BSH Home Appliances1901 Main St. Ste. 600Irvine, CA. 92614 cc: [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You tell me this has been resolved, but I sill have a $900 hole in my cabinets and silica still does not have a replacement machine.  You tell me this is resolved, but it is not. Your customer service is extremely slow and it would not be that far if I hadn't made numerous phone calls.
Regards,
[redacted]

All feedback is welcomed and we apologize for your experience with your recent service call. Documented notes and phone calls reveal the request of a formal apology was offered on 8/18/17. In regards to grievances with BSH employees, this is addressed internally. Unfortunately we are not offering to...

reimburse for the service call as services were rendered by BSH and the appliance repaired.   We appreciate you allowing us to fully research this matter and respond to your requests. Best Regards,BSH Home Appliances1901 Main St. Ste 600Irvine, CA. 92814

We note several request were made to have dining expenses reimbursed however, at no time did customer support advise or promise this would be done. In fact, going back to Sept 2016, customer has been advised numerous times warranty does not cover this, we will not reimburse the choice to eat meals...

outside the home. Customer wanted to know how she is supposed to eat. Customer has other methods to prepare meals and going further back, [redacted] came out for instructional usage on the other cooking products however, customer felt they didn’t know what they were doing and wanted someone else to come out. While customer education is not covered under warranty, [redacted] did not bill for this call and advised going forward would need to refer to care and use manuals on how to use the other cooking products. We have reviewed all available data and as advised previously advised, [redacted] warranty does not cover dining expenses and respectfully declines this request.  BSH Home Appliances1901 Main St. Ste 600Irvne, CA. 92614

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would think that a consumer would be much more likely to sustain an injury if a consumer attempts a appliance repair without the benefit of a service/repair manual. Does it make sense that BOSCH sells OEM appliance parts to the consumer, yet withholds instructions. [redacted] response does not make any sense as a consumer is able to obtain repair information on any other appliance manufacturer. Also, since when does purchasing a repair/service manual, by a consumer, on any item, makes the manufacturer liable for injuries sustained by the consumer?
Regards,
[redacted]