sumo

I heard Leslie Sim is in the property business. Anyone has any idea what his property company is? Can seek him out from there.

Hey guys... guess what? The best way to get serviced by Bosch is really through this website, NOT by calling their pathetic customer service hotline. 5 days after my post, someone from Bosch called me asking about my experience and how they can improve. Hahaha, talking about hindsight actions (马后炮). These days, posting on the Web gets better service compared to a hotline... shame on you, Bosch.

Here's another recent horror story on Bosch: 1) Washing machine plug fuse melted, damaging socket and gave off a bad smell. 2) Called Bosch to send someone over. 3) Bosch replied, someone will call back to arrange the date. Never did. 4) Two days later, called again. Repeated whole story. Bosch said, need 7 days to arrange for someone to come. (7 DAYS TO ATTEND TO A CRITICAL CASE OF A FAMILY HAVING NO WASHING MACHINE TO USE, much later when I talked to their APAC CS Head, from his evasive answers, I came to the conclusion that Bosch has no SLA regarding critical cases like failed refrigerators and washing machines). 5) I pleaded for a faster date. The CS said will try. Will get back to me by end of the day. Never did. 6) Called the next day. CS said already arranged 4 days later. Claimed that they tried to call me but couldn't contact me. I didn't get any missed calls, bunch of liars. I asked to speak to the supervisor. Initially refused to hand over even one name. Later refused to give a contact number, kept asking me to call back CS hotline which ALWAYS takes AT LEAST 15 mins to reach ANYONE. Told me the supervisor will contact me back. NEVER DID. Bunch of liars. 7) I asked for a time on the day they're supposed to come service my machine. They seemed surprised and couldn't pinpoint a time range. AMAZING. They expect us to be at home the whole day waiting for them to come. After some bitching, they told me 11am to 2pm. 8) I asked if the problem can be solved on the day itself. Reply was, they'll try their best. I asked whether I can speak to someone technical to explain my case of the spoiled plug. They said person isn't around, will call me back. Never did. 9) I called the next day to hunt down that technical person. Same thing, he'll call me back. Never did. A while later, I called again. Finally got him. Understand my case better and felt more confident that my case can be settled in one day. 10) On the day itself, at 9+am, got a call from Bosch asking me whether he can come over NOW. I told him the appointment time, seemed like it's the first time he knew about it. Complete disconnect between hotline persons and service staff. I later realised that the hotlink service is completely outsourced and is not manned by Bosch people. No wonder they cannot reveal even a single phone number. Complete FUBAR. 11) The fella came over. Fixed the plug. I asked about the damaged socket. He told me he cannot fix it, persuaded me to continue using it "as it looks only slightly damaged on the surface". I was speechless. "If my whole house burned down due to a fire that started from using a damaged socket connected to Bosch's washing machine, I wonder if Bosch will pay me a single cent, or completely shirk responsibility?" I wondered to myself. 12) The supervisor, until now, never called me back. 13) After emailing the evidence of a burnt socket over, someone from Bosch called me and attended to me, told me definitely within one week after CNY, they'll come get it fixed. 14) Within the one week after CNY, suddenly, one day, I got a call from Bosch asking me if he can come over now. NO APPOINTMENT FIXED! HE'S COMING OVER NOW! I was speechless. Coincidentally I was at home and in order not to experience further ****, I agreed. Later, this fella replaced my socket. 15) 'Impressed' by Bosch's 'fantastic' service levels, I creatively looked for a senior person to speak to. Luckily, managed to get the head of APAC Customer Service. Explained the whole episode to him. He seemed oblivious that there're such things happening to his organisation. Told me he'll get to the bottom of the matter and get back to me. 16) Days later, the 'supervisor' called. Asked for 2 mins even though I said I was about to start a meeting. I listened. He just wanted to find out whether my case was solved. In the 10mins which we talked, he mentioned quite a few times about Bosch's 85% call pickup rate. MY GOODNESS. He needed 2 mins because all he cared about was whether my case was closed and whether I could reach Bosch hotline 85% of the time! No concern whatsoever about my experience of engaging Bosch customer service. It is no wonder that they have such lousy customer service. 17) Days later, got a mail from the APAC CS head telling me they acknowledge the problems and telling me they will fix them. You guys decide whether we should believe this kind of organisation anymore.