BSH Home Appliances Corp

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 Executive office is in receipt of Mr. [redacted]'s complaint. Based on the information we have in our system the dishwasher is 4 years outside of the manufactures warranty period. We show no in warranty service for the dishwasher, and no current diagnosis for the dishwasher.Bosch respectfully...

declines to offer the money back for the dishwasher.

Hello,You had helped with the above numbered complaint against Bosch a few months ago (see below)-- complaint #[redacted].The vendor replaced the dishwasher but the new unit has the same problem-- rapid failure of the recessed handle.  how do I reactivate this complaint? Thank you,[redacted]

Hello,We sincerely apologize for our delayed response. Currently the refrigerator is in the process of being exchanged. It appears a voice mail was left for Ms. [redacted] regarding this on 8/5/15. We have been in contact with our exchange dept. to please work as expeditiously as possible to...

completion. [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

Hello,We sincerely apologize for our delayed response, this time was spent performing a detailed part search for part number [redacted].Your oven was produced in 2001. We ae obligated to carry parts for 7 years and quite often we carry parts well beyond that timeframe however, if the demand has...

not been there for any given part, the manufacture will discontinue carrying it.  Regretfully, we no longer carry part [redacted]. We have performed a national part serach with: Automatic Parts, Appliance Part Depot, Coast Appliance, Marcone Parts, Reliable Parts, Tribles, Fox and Repair Clinic. We have exhausted all means to obtain this part. Regretably, we ar not able to meet this part request. We sincerely apologize for any inconveniences we may have caused. Thermador Liaison[redacted]
[redacted]

RE: complaint #[redacted]Hello, A buyback is in process. While in the process of responding to this Revdex.com complaint it appears the customer was speaking to customer support and an email address was provided. A "buy back" letter is being emailed to the customer. Once signed and sent back to us, a...

company local to the customer will be contacted, and the check sent to them. They will contact the customer to set an appt. to deliver the check and pick up the dishwasher. We sincerely apologize for the delayed buy back and will work as expeditiously as possible to completion. Bosch Liaison[redacted]
[redacted]
[redacted]

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.
Regards,
[redacted]

Hello,We have contacted [redacted] Management and it is our understanding this is in process of being resolved. We have been advised a manual credit has been issued by [redacted] and new D# has been assigned to order a new unit. If [redacted] has not yet contacted you please feel free to contact [redacted] with [redacted]...

at 469-466-5534. We apologize for any inconvenience Bosch may have caused. Best Regards,BSH Home Appliances1901 Main St. Ste. 600Irvine, CA. 92614cc: File [redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that at this point this resolution is as much responsibility as Bosch is capable of doing. The dishwasher was re-installed on 6/3, however they were ill-equipped with a necessary part and now I need to hire my contractor to come re-install the part they needed to order at my expense.  Throughout the whole ordeal of 5 visits wasting my time and causing damage to my home, customer service never once acknowledged any wrongdoing and was unapologetic. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

RE: [redacted]Hello,Documentation of service is mandated for any request for assistance. Bosch warranty is 1 year both parts and labor. The customer has had the unit for 2 1/2 years. Documentation notes the customer has an extended home warranty and that [redacted] was servicing it under the...

extended warranty. Any request for exchange would fall under the terms of the customers home extended warranty. Our recommendation would be for the consumer to contact their home warranty, advising that the service company the home warranty uses, [redacted], advised the customer it can't be repaired and request exchange under the terms of the extended warranty. Bosch Liaison1901 Main 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.
This continues consumer complaint #[redacted] -- Bosch had offered a satisfactory resolution; however, they thus far failed to implement it. They offered that "[redacted]" would field-swap my defective Island Hood; however "[redacted]" then stated that "we do not do Island Hoods". Next, Bosch hired my own contractor, [redacted], who had offered to perform the swap on W 11/18 but would not have time after that. Unfortunately, Bosch did not answer e-mails and voicemails until 11/17 and shipped the replacement hood on 11/17 (it arrived at noon on 11/18). Neither Mr. [redacted] nor I were told when the hood would arrive and Mr. [redacted] waited only until 11:45 on 11/18. He then told us that he had no more time on 11/18 and would give us a firm installation date after Thanksgiving. Bottom line: none of the resolution of complaint #[redacted] has been implemented thus far. I have a fairly dysfunctional kitchen, and no firm date when this will change, let alone a date before Thanksgiving.I had asked that the island hood be installed and fully functional before Thanksgiving. I'm still asking for the same; I think this requires a remaining effort of less than 2 hours for two persons.
Regards,
[redacted]

The Executive office is
in receipt of Mrs. [redacted]'s concerns regarding her order placed for the 800
series gas range.
 
It is correct the ranges
are still being produced and when the order was placed through her selling
dealer this information was provided to the customer that they are...

currently
not available and still being produced.
 
When we provide an ETA
that means it is estimated. While we can understand the customers frustration,
if she prefers to not wait any longer for the product then she would have to
work with selling dealer.
 
The current ETA is the
end of November.

Hello,Bosch does own Tassimo however, Tassimo is a seperate division of Bosch and not a part of BSH Home Appliances. Similar to needing a Bosch part for a car, you would be referred to our automoitive division. Regretfully BSH Home Appliance would not be able to assist and can only recommend the...

consumer contact Tassiso Direct. [redacted]Executive Liaison1901 Main St. Ste 600Irvine, CA. 92845

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.
Regards,
[redacted] 
 
In regards to the I would think that a courtesy/complementary repair visit when I paid a combined ~$15,000 for two refrigerator and one freezer column would not be excessive customer service. The problem with the technician's diagnosis is that he missed a key functional aspect of the refrigerator's operation failing due to the yellowing, cracking, warping of the door seal surface, that is, the unit no longer holds a vacuum seal for when the door is closed as it normally does.  I did not notice this either until well after the technician had already left but the condition is obvious when comparing the 100% functional refrigerator column(unit without yellowing, cracking, warpage) to the faulty unit.  The faulty unit is not able to seal the refrigerator door to the main unit because the warped surface is now convex and not flat like on the non-faulty unit.  Thermador is welcome to send their technician back to inspect for this condition as I've described it.  Now that that has been established, the problem with Thermador's current options is that the first option of replacing condenser fan/controller board will not return the unit to 100% operational condition, only the 2nd option of replacing unit due to the fact that the damaged, warped surface is not a replacement item on the existing refrigerator and for that reason the entire refrigerator column needs to be replaced.  The harness was never connected at the factory and the proof is in that fact that when the technician finally connected the harness, he noted that the fan voltage was only ~4 volts when the specification was 12 volts.  He explained to me that lack of full voltage at fan would result in lower fan speeds and so the recommended remedy was to replace the fan and controller.  Yet I am able to vividly recall the yellow/cracked, warped surface was previous to the visit extremely hot to the touch but now with condenser fan harness finally connected and at only 4 volts is enough where the surface now is much much cooler to the touch.  The problem with the disconnected harness is that it was diagnosed too late to correct without resulting in what's categorized by Thermador irreparable damage.  The damage to the refrigerator took several years to occur and is what known as a latent hardware failure.  The refrigerator unit can function without the condenser fan connected it seems but will cause eventual damage to the refrigerator that will take several years to fully settle in and become fully visible to the product user.  I respectfully request Thermador to do their proper research and confirm everything I've stated above or discredit it if they can.  Please present a more satisfactory set of options for returning the refrigerator unit to complete, 100% operational form in light of this "new" information.

A voice mail has been left for the customer, as a one time only good will gesture we will cover the cost for this cosmetic issue. [redacted]Customer Liaison

The Executive office has reviewed the customer's rejection. The appliance is well outside of the manufacture's warranty period by 9 years.The repairs that have been completed below are covered under a one year warranty parts and labor if it is the same issue. The parts that have been replaced did fail in the oven and needed to be replaced.Again we need to have our technician out to diagnosis the issue with the oven in order to determine the next course of action. Once again the appliance is 10 years old and doesn't warrant any exceptions for goodwill.Repairs:9/17/2014 replaced Relay board part# 42719910/1/2014 replaced Display Module part# 671728

As early as Sept., we advised these expenses will not be reimbursed. We also note in customers original complaint advising that neither [redacted] nor [redacted] could assist in this matter either. Consumer notes other than the cook top they had no other method in which to prepare meals however, also acknowledges that we came out to show how to operate the equipment. The equipment being referred to are the other cooking methods the customer had access to. We would not have someone come out for an instructional call if the other cooking methods were not readily available for use. The person that came out is [redacted]’s District Sales Manager, with in depth knowledge of [redacted] products and not a handyman. While not billed for an instructional call, per the owner’s manual, customer education calls are not covered under warranty, neither is a temporary cook top. As a courtesy, we provided an in home, non-billed tutorial in how to use the other cooking methods. While it is inconvenient to have a non-operational appliance, the customer had at least two other methods to prepare meals and was advised numerous times we will not reimburse dining expensesWe understand this may not be the anticipated response; respectfully, [redacted] declines the request to reimburse the option of dining out. Best Regards,BSH Home Appliances1901 Main St. Ste 600Irvine, CA. 92614

The Executive office is
in receipt of Mr. [redacted]'s concerns regarding his Thermador refrigerator
column.
 
The customer's case has
been thoroughly investigated and properly reviewed by the Executives.
 
Mr. [redacted]'s
refrigerator has gone 6 years without any issues with this...

specific model.
Thermador scheduled a factory trained technician to come out and diagnosis an
issue with yellow discoloration around the inside frame. The customer did not
pay for the diagnosis in which the appliance is outside of the warranty period.
 
It was determined that
the appliance is functioning and cooling, the technician determined that the condenser
fan motor would need to be replaced and the power module. 
This is an issue with a
part failure and not any parts being disconnected. The issue is strictly a
cosmetic one; the appliance is cooling and functioning.
 
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.