Bosch Authorized Service Ignored My Warranty Requests
I am writing to file a complaint regarding the warranty service for my Bosch KGDMS refrigerator.
Since April, I have repeatedly requested warranty service for my refrigerator, but the authorized T** Service Center in Erzurum** has still not come to inspect the appliance. The refrigerator has a serious problem with excessive freezing in every compartment, and it is no longer operating properly. I also purchased an extended warranty for this product, so I expected timely and professional support.
Although multiple service requests have been opened, the T**** Service Center has repeatedly claimed that the requests were canceled by me. This is completely false. I have never canceled any of my service requests. Despite being contacted numerous times and repeatedly assured that the issue would be handled, no technician has ever visited my home or inspected the refrigerator.
What is even more disappointing is that Bosch Customer Service has been unable to resolve this issue with its authorized service provider in Erzurum. It is extremely frustrating that an authorized Bosch service center can ignore a customer's warranty requests for months while providing inaccurate information about canceled appointments. This experience has caused me to lose valuable time and left me with a refrigerator that does not function properly.
I respectfully request that Bosch investigate the conduct of the Erzurum T** Authorized Service Center**, correct the inaccurate records stating that my service requests were canceled by me, and arrange for a qualified technician to inspect and repair my refrigerator under warranty as soon as possible.
Because of the way this matter has been handled, my confidence in Bosch has been seriously damaged, and I am now reconsidering whether I will purchase Bosch products again in the future.
Progress
Since April, I have been experiencing a freezing problem with my Bosch Kgnsndjhc model refrigerator. All food in both the lower and upper compartments freezes even when I use normal settings, and this seriously affects my daily use.
After the problem started, I repeatedly contacted the authorized service in Erzurum, and over about four months several parts were replaced, but the issue was never resolved. I continue to experience the same problem.
During this period, because the problem persisted, I specifically requested an extension of the warranty. On June 18, the service came to my house, stating that they were there to take the refrigerator into warranty, i.e., to extend its warranty. However, they said there was something missing or a problem with the unit they brought, and therefore they could not extend the warranty, and they said they would return later. In other words, the service could not process the request even though my warranty period had not yet expired, and this was entirely due to the service’s own deficiency.
When I contacted the service again in July to extend the warranty, I was told that my request was rejected on the grounds that my warranty period had ended. Since the service could not come on time and could not extend the warranty because of its own equipment issues, I consider that the responsibility for my being out of warranty today does not lie with me.
Finally, after an inspection by Mr. Murat, the technical manager responsible for the Eastern Anatolia region (area code 13) at Bosch, it was determined that my refrigerator needs to be replaced. Nevertheless, Bosch claims that the case falls outside the warranty, stating that they cannot provide a free replacement and can only offer a paid one. Because of the chronic faults that have persisted for a long time and the shortcomings in the service process, I feel both delayed and kept waiting until my warranty expires.
For all these reasons, I request that my refrigerator, whose defect has also been confirmed by the regional technical manager, be replaced with a new unit free of charge, taking into account the entire process and service records, and that the hardship caused by the inability to extend the warranty be remedied.
