BSH Home Appliances Corp

We note this unit will be exchanged and we sincerely apologize for the delay. We would ask that the customer call customer support at 800.944.2904 for details. Please reference file number [redacted].   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]

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.

We sincerely apologize for our delayed response and note that the appliance was exchanged.BSH Home Appliances[redacted]

Hello,[redacted] advised customer support he continued to use the MW quite often while it sparked, advising [redacted], "as an example might use it 20 times and it sparks 4 of those 20 times". The sparking was caused by a magetron tube that had worn out. The customers admitted continued use while...

sparking caused the waveguide to melt.  Magneton tubes wear out and waveguides can break down over time. The specific design of the microwave keeps all radio wave transmission (microwaves) with in the oven cavity. Sparking is not indicative that radio transmissions are escaping the cavity. At no time have we placed the consumer in a hazardous state. The unit is 11 years old making it 10 years outside of warranty. The representative did not need to cover the cost of the call, but did so out of goodwill. The representative also asked for the reciept to see if management would offer any assistance. This again exceeds the expectation of something that is 10 years outside warrnty.  The customer has not been able to provide a receipt. We are delighted [redacted] went above and beyond by exceeding normal customer service applications in her endeavors to assist the consumer. Please be advised [redacted] Corporate has reveiwed [redacted]'s request to replace the MW however, at 10 years outside of its 1 year warranty, we will not offer any other concessions. [redacted]Executive Liaison1901 Main St. Ste 600Irvine, CA. 92614

Hello,The microwave is being replaced. The unit has been ordered, is shipping to Factory Appliance Service. Once they have the unit, they will call the customer to remove the current microwave and install the new one.  Bosch Home Appliances[redacted]
[redacted]

The Executive office is
in receipt of Mrs. [redacted]'s concerns. Her file is currently
being properly reviewed with our customer service department. Her file number
is #[redacted].
 
It would be greatly
appreciated if the consumer would send a copy of her sales receipt...

from
purchase so we may properly review her file.
 
Please have the consumer
contact Bosch Customer service @ 800-944-2904 to be further assisted.
[redacted]
Executive Liaison

Hello,We sincerly apologize that neither refrigerators have lived up to the quailtiy that Thermador is known for.  The second refrigerator is in the process of being replaced and we anticipate this being completed with in the next few days. File notes reflect the customer has been...

advised. [redacted]__________________________________________________BSH Home Appliances CorporationCustomer Service Division PCS-RINCCExecutive Liaison1901 Main Street, Suite 600

Hello,We sincerely apologize for our delayed response. Service manual are only made available to an authorized Bosch service technician. Bosch will not assume liability in the event a consumer sustains injury and as such service repair manuals are only accessible to authorized Bosch service...

technicians. It is recommended to have a Bosch service technician affect any Bosch repair. We understand the consumer disagrees with our policy and we apologize for any inconveniences this may have caused. [redacted]

The executive office has reviewed the customers concerns. I have added notes to the scheduled appointment that the entire repair will be covered and the parts replaced.There will be no further issues with getting this resolved.

This is the second time I have responded to the complaint. Please be sure to check your system is working correctly.We are replacing the customers washer and she is satisfied.

RE: Complaint #[redacted]We sincerly apologize for the difficulties that were experienced and that they were not resolved in a timely manner. A resolution was reached and a credit is being sent to the dealer on behalf of the customer. It should be received today and the dealer will contact the...

customer (or the customer can contact the dealer). File notes indicate the customer is aware a dealer credit is being issued.

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:Bosch called us today and explained what they stated in their reply. If the installation proceeds in a timely fashion I do consider this complaint resolved.
Thank you for your help.Regards,
[redacted]