GetHuman-noreasta's customer service issue with Bosch from November 2018
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The issue in GetHuman-noreasta's own words
PRODUCT DETAILS:*BOSCH Dishwasher: *Model * SHV*PT**UC *Ser * FD****************** Purchase Date: ********** *Seller: Hudson Appliance, *** Main St., Hudson, MA *******PROBLEM DESCRIPTION:*Our dishwasher worked perfectly for the first * years until ********** when a technician from Hudson Appliance installed a Safety Recall power cord replacement as per BOSCH Safety Recall Notice dated October **, ****. He also installed a set of door springs that was included in the shipment with the new power cord. The power cord installation seemed to go well. However after the springs were replaced, the door slammed down upon opening and was difficult to close. Also, the dishwasher leaked. The technician left and returned on the **nd (the day before Thanksgiving) having determined that the springs had been installed incorrectly. He fixed the springs so that the door behaved properly but we still had a leak, one that we did not have prior to the installation. What followed were several visits by several technicians with the leak becoming intermittent (not with every wash and smaller - a puddle as opposed to a flood). *In addition, the machine developed another intermittent probem of not finishing its final rinse cycle. It would get to the *.** min. remaining point and start continuously cycling through some ill-defined sequence without draining. Only after we interrupted the process by pressing the Start button for * seconds would the washer drain and end normally. We had to be home whenever we washed the dishes because we never knew when the machine would go through that cycle. Also, the leaking tended to occur with some but not all of the cycling problems. Two months after their first visit and after two major holiday periods, the technicians’ last visit was on ********** when they replaced the door seal and latch parts. The machine showed no leaking and no recycling problem during the brief testing by the technician. However, because the problems caused by the initial installations are intermittent they reappeared. We had become so disgusted with the dishwasher and the service provided by Hudson Appliance that we decided to “rough it”, that is, until the frequency and magnitude of the flooding has increased over the last few weeks. We are getting floods at least once a week now. Our disgust has turned to anger, anger towards BOSCH service. We believe it is time for BOSCH to stand behind their products AND service.**PROBLEM RESOLUTION:*The current dishwasher needs to be replaced, replaced by BOSCH because the BOSCH authorized service caused the dishwasher to fail in the first place and could not return it to proper running order. We were very happy and impressed with our first BOSCH product. I still believe in the quality and performance of the product but am very unhappy and unimpressed with the service. We have been without the use of a dishwasher for one major holiday seson and are embarking on a second without a machine. Extremely distressing. I hope you will stand behind your excellent reputation that drew us to your brand.
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