kimiracle

I had experienced an series of upsetting post customer service from bosch personally. Could someone advise if there is any other way to get the things done instead of calling the service centre (which is totally useless) 15 OCT 11 Delivered of oven, hood and ceramic hob from one of the popular neighbourhood store as a bundle package (very happy to have such good deal) END OCT 11 shifted in and start using the appliants BEGINING OF NOV 11 found ceramic hob has error on the indication sign (the caution sign just don't go off forever) 4TH NOV called service centre to arrange a visit for repairs, had been told by Bosch CSD, Sharon that they do not have any weekend visit, however she will try to request for me, and tentatively put my appointment on the upcoming wednesday while pending for the weekend appointment. (very happy with the service upon this time) the following wednesday, technican called and say he is outside my house, the poor guy had to return back since noone is at home to open the door for him. called Bosch again to refix an appointment, thinking that must be miscommunication and appreantly the girl who fixed my appointment was no longer with them. Eventually i took a half day off to accomodate the technican visit to get things done, model number and senario of error had been emailed to the CSD, Doreen on 22 Nov for appointment on 25 Nov (very helpful lady). 25TH Nov Techcian Alvin came, after looking at the hoob and ask me if i have the user handbook, i handed it to him but unfortunately there is no English or anything applicable for him. I was told that he is not familiar with the problem and he has to go back office and submit a report for 2nd visit. I was really pissed, firstly he should have been told the model of the appliants before the visit and get everything standby instead asking me for an user handbook and go back office to find out the solution, i'm not a housewife who can wait for them at home as when they want to. I called the CS hotline and fortunately enough, it went through (there is a couple of times there is noone picks up). I screamed at Doreen and questioning her why their technican wasn't informed of the model and problem, then the technican guy called the office for help and then i had been told that the hob is diagnosed some software problem which is beyond repair and he will request an ONE TO ONE EXCHANGE for me, and they will try to arrange a weekend appointment for me as it is really not convinent for me to get things done during office hour. My main concern was, the hob is newly purchsed and less than a month there is a problem, is this a defeated item or what... which i was glad that they willing to do a one to one exchange for me (during that time) 2ND DEC A malay girl from Bosch called, and informed me that the part is not here yet. I was shocked that there is noone telling me that my hob need any parts replacement, so i questioned her what part is it as i had been told that it is software problem and was promised to have a replacement instead, apparently she doesn't know anything and said that she will check and call me back by the end of the day. To no avil, noone calls back. END DEC Doreen calls and informed that the parts arrived and asking when i can fix an engineer visit, i do no wish to risk the chance for question and waiting for them to call me back, so i requested an exceptional weekend visit. She checked with the engineer visit side and confirmed my appointment on one of the sat. on the appointment day, noone turns up as expected. and when i called the servicing hot line again, this time is a guy CS answered the call and found out that Doreen is no longer working with them, and apparently they do not have the sequeence of record down what had been going on, he promised to call me back after he check, again, noone calls me back and whenever i requested to speak to their manager, David, he is either travelling or unavailable, and he do not have a direct line to reach him, which i also tried to left him a msg but still noone calls me back. 25TH JAN While i'm travelling oversea on one of the weekday, received calls and sms from Bosch, apparently when i called him back, he is the service engineer from Bosch who came down for repair?!?!?!??!?!?, I do not know what is going on, i totally gave up on Bosch post service and praying hard that there will not be any fatal problem for all my other Bosch appliants. At the same time, also warn and alert all my friends who are researching for home appliants, to think twice for Bosch products. The whole series of encounter totally is not i had signed up/ paid for. To anyone, who wants to protest for Bosch, i'm sorry to say that i'm a real user of Bosch home-appliants, nothing against the products but indeed their is a problem with the post service and they do not have a probably SOP. Now, i have to which on/off my main switch whenever i switch on/off my hob as the indication light not going off even after a long while and totally cool off.