BSH Home Appliances Corp

Hello,We note our Thermador technician advised it is in need of an igniter. We note the customer does not agree with our diagnosis. An independent third party servicer went out for a second opinion diagnosis. Per that diagnosis which is attached we were advised: Found igniter not working properly,...

found no other problems.While recalls can be alarming we can advise this range was not recalled. The range shows to be produced in 2001. Unfortunately, after 15+ years the igniter would need to be replaced. At 15 years, this would be the consumers responsibility. While we understand this may not be the anticipated response, we appreciate you allowing us to fully research this matter. BSH Home Appliances1901 Main St. Ste 600Irvine, CA. 92614

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]

Hello,Initial diagnoses was done by a third party servicer on 11/30 who determined: "Unit is currently using an extended drain hose going under the floor to the basement. Missing loop, kissing support brackets. Due to the weight of the water inside the hose and the lack of support it caused hose to...

crack in the middle".It would appear the problem was due to installation. There was a part needed to correct the installation and it was backordered at the time. Dec 28th shows this was corrected and the hose was replaced by Bosch.  BSH Home Appliances. 1901 Main St. Ste 600Irvine, CA. 92614

June 18th:  Mr. [redacted] called and reported E22, appt. was set for 6/30June 23rd: Phone records reflect Mr. [redacted] called and wanted to know where tech was and why had he not been called. Rep advised the appt was the following tues., 6/30 (not 6/23). June 30th:...

Our Bosch tech called out sick and regretfully we could not get out for a few more days. June 30th phone records reflect scheduling left a VM at [redacted] advising we would not be able to run the call and to call us so we could reschedule. July 1st: Mr. [redacted] called, Supervisor advised Bosch can come out 7/7 or we have a 3rd party servicer, Appliance Master and they could come out on 7/6/15 - the Appliance Master appt was set for 7/6/15July 6th: Appliance Master tech calls out sick and can't run the call and reschedule it for 7/8/15July 7th: I spoke to Mr. [redacted] and we can certainly agree none of this went as planned. We offered to buy the dishwasher back. At this time Mr. [redacted] graciously allowed to have Appl Master come out on 7/8.July 8th: Appliance Master ran service call and it seems there was a clog in the filter area.  I spoke to Mr. [redacted] right after the appt., he will try some additional recommendations and monitor its progression. Mr. [redacted] will contact me if the problem persist. While everyone can agree this took several unfortunate turns, we sincerely thank [redacted] for allowing us the opportunity to resolve this as well as address some internal processes. 
Regards,
[redacted]
BSH Home Appliances Corporation
Executive Liaison
1901 Main Street, Suite 600
Irvine, 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 First of all, the information and diagnosis provided by the 3rd party was incorrect. The 3rd party analysis was also validated as incorrect by Bosch.  Bosch had also been out prior to the 3rd party in October regarding the pump, it was also stated at that time installation was not a problem. At that time the hose was removed and reattached.Furthermore the basis of complaint was customer service and the fact that it took 6 weeks to fix. 
Regards,
[redacted]

The problem has been taken care of. Thanks for your help. I appreciate it very much.

Hello,My aplogies for our delayed response. The orignal warranty is 1 year parts and labor. If something is repaired at any age, the warranty on the replaced part and labor is 1 year as long as the work is done by a [redacted] factory technician. The oven is 2 years old. We did reveiw the phone call and...

it seems a misunderstanding and seem to have snowballed from there.  I spoke to [redacted], explained the warranty and advised due to what seems to be a misunderstanding and seem to have snowballed from there, to resolve and move forward we will cover both parts and labor for this call. [redacted]Executive Liaison1901 Maint St. Ste 600Irvine. 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.
Contrary to what this email claims, the business advised me not to use the microwave as it was a safety concern. [redacted] has been terrible in customer service (a quick web search on [redacted] microwave complaints) will give you an idea of customer frustration. [redacted]'s insistence on a receipt to address a safety concern is just another excuse to disown any responsibility for poor products.Regards,
[redacted]

Bosch sent the requested parts to [redacted] (the servicer). [redacted] notes repaired on 7/24/15. We believe this has resolved the matter. [redacted]Executive Liaison[redacted]

The Executive office is in receipt of Mrs. [redacted]'s concerns.The customer's case is being reviewed for an ex[redacted]e. Due to the holidays the Executive office will be closed.We will respond to the customer with their decision on Monday of next week 12/29.[redacted]Executive Liaison

Unit was delivered to the cusotmer on 3/15//16.
[redacted]BSH Home Appliances

This is in response to the above consumer in regards to your complaint #11398576. We sincerely apologize as we truly thought this had been responded to. We have spoken to Mr. [redacted] and we are reimbursing a total of $567.20. Customer has been advised we will not reimburse the $99 trip fee....

Customer approves $567.20.  Regards, [redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
We have spoken to Ms. [redacted] and advised we will cover parts, customer responsible for labor. Ms. [redacted] agreed and parts being sent to servicer. Ms. [redacted] will call servicer to set appt.
Karen [redacted]
Executive Liaison
1901 Main St. Ste...

600
Irvine, CA. 92614
[redacted]@bshg.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with Bosch I have decided to accept the offer of their paying for the parts in full and I'll handle the cost of labor. I did ask what steps would be taken if after these parts were replaced that the oven might not work and was told we'd cross that bridge when and if we get there.

Thermador has extended an offer of goodwill to cover the parts cost for the customer and he would need to pay for labor. The customer refused the offer, so we re-reviewed his request.
 
We have now extended a generous offer to Prorate the customer into another refrigerator based off the fact he has used the appliance with no issues for 6 years. The customer feels he should get a better offer or a prorate at a lower amount.
 
The Executive office respectfully declines to offer any lower amount and the Prorate offer still stands or the customer can proceed with the repair for the appliance.

Hello,The statement my [redacted] is COMPLETELY UNTRUE.  We were told specifically by [redacted] and [redacted] that we would be reimbursed for expenses due to the defective cooktop that was installed in our home.  Other than a cooktop we had no method in which to prepare meals. [redacted] did not offer to supply us with a portable induction cooktop or even an electric cooktop.  We were specifically told that if we saved all receipts we would be reimbursed for our meals.  [redacted] came out 3 times in which to attempt to repair the defective cooktop. IT TOOK THEM 52 DAYS TO REPAIR AND INSTALL A NEW COOKTOP! The gentleman who came to the home was a 'handyman' and had NO CLUE on how to operate the equipment thus no instructional information was given.  [redacted] has no reason or right to bill us for 'instructional usage' as NONE WAS GIVEN. 
Regards,
[redacted]

Hello,We have spoken with Ms. [redacted] and have come to a mutually beneficial resolution. Regards,[redacted]Executive Liaison1901 Main St. Ste. 600Irvine, CA. 92614[redacted]

The Executive office is in receipt of the new issue filed regarding Mrs. [redacted]'s newly replaced washer. In order for us to review her specific request to buy back both the washer, dryer and pedestals. Please send the required info listed below.The new model number off the washing machine and FD#The complete model and FD# for the dryerThe sales receipt that shows the purchase of the pedestals as we only see the dryer and washer on the current receipt that the customer sent to us.Once we have the required documentation, we will gladly review the customer request.Please send the documents to [redacted]@bshg.com

Hello,We apologize for our delayed response, the dishwasher is in the process of being exchanged. Bosch Custoemr Liaison[redacted]

Hello,
We respect Mr. [redacted] differing opinion however, as previously advised; for liability
reasons repair/service manuals are only made accessible to authorized Bosch
service technicians. We understand our policy regarding this matter is rejected by Mr. [redacted].Regretfully, we will not
be able to satisfy Mr. [redacted] inquiries or request of a service
manual. 
 [redacted]
 
[redacted]
 
[redacted]

The Aqua Stop hoses are universal and they are certainly for the customer’s Bosch washer, this is not false advertising. We note customer spoke with us on 4/10 advising the Bosch washer was leaking to the left back side of the unit. Typically customers are billed a trip / diagnoses fee, however the...

customer was not billed this customary charge. The Bosch washer shows to be manufactured in 2007. Technician diagnosed and recommended service, the customer declined. The customer purchased the Aqua Stop hoses on 4/29. Customer spoke to us on 5/3, stated maybe he didn’t know how to install it as it sprayed everywhere. It was suggested if the hoses were installed correctly and it is spraying, there could be something else going on, like a water valve issue. Bosch always recommends service be performed by an authorized technician. When a consumer orders parts to affect their own repair, they receive documentation that states: “You assume all risk and liability if you decide to use anyone other than an authorized service provider for work on your appliance”. It also states for a part return, “merchandise must be unopened in its original packaging, undamaged and unused”. Due to the reasons noted, Bosch respectfully declines the part return.  BSH Home Appliances1901 Main St. Ste 600Irvine, CA. 92614