I have been regularly purchasing extended warranties for my Bosch refrigerator, washing machine, and dishwasher for years. Since the appliances were originally purchased under my spouse’s name and their phone number was registered in the system, I either don’t receive any SMS notifications each year during the renewal period or Bosch continuously contacts my spouse instead of me.
Last year, I specifically opened a support request to fix this issue. I clearly and repeatedly stated that all calls and SMS notifications should be directed to my phone number. Despite this, I was only able to renew the extended warranty after significant effort.
This year, knowing that my extended warranty would expire in March, I personally called Bosch customer service at 444 63 33 at the beginning of March to avoid any issues. I explained that I wanted to renew the extended warranty, described in detail the problems I experienced last year, and emphasized multiple times that all communication should be directed to me—not my spouse.
Despite this, the payment SMS was once again sent to my spouse’s phone. I only realized at the last minute—completely by chance—that the final payment deadline was on the eve of the holiday. When I tried to use the payment link in the SMS, I received an error message.
Since it was around 5:00 PM on the holiday eve, I assumed I wouldn’t be able to reach anyone due to the holiday. After the holiday, I called again, explained that I received an error when trying to pay, and requested that they contact me directly. Despite this, all follow-ups were still made to my spouse’s phone.
Afterward, Bosch representatives attempted to place full responsibility on me by saying things like, “We sent you an SMS, you didn’t make the payment, why didn’t you call during the holiday?” Even though I repeatedly requested direct communication, the company prolonged the process by not contacting me directly and not sending the SMS to my number. Now they are refusing to extend my warranty under any circumstances.
I do not accept being held responsible for these system and communication failures, especially since I called in good faith at the beginning of March, clearly provided all necessary information, and explicitly warned them about the contact number issue.
My request to Bosch headquarters is that the extended warranties for my refrigerator, washing machine, and dishwasher be renewed under the same terms as if no issues had occurred during the payment process. I also request that my contact information be updated so that all future calls and SMS notifications are sent directly to my phone number.
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