Bosch Refrigerator Odor Issue
About two months ago, we purchased a new Bosch refrigerator due to our needs. In the first few weeks, we noticed an unusual smell coming from the fridge, but since it was new, we thought it might be normal and decided to wait. However, as the odor persisted and intensified, we contacted Bosch to report the issue.
The first technician who came said that this problem occurs with some products and that it needed to be cleaned with a paid solution. He mentioned that if the issue persisted, they would consider offering a replacement. After doing some research, we found that the solution didn’t work, so we contacted Bosch again for a return or exchange. However, it turned out that they had not made a report during their first visit, and they claimed the smell was from food.
They sent another technician, who finally made a report and stated that there was an unidentified odor. Despite this, they continued to insist on using the solution and offered us a replacement at a price significantly lower than what we paid. The refrigerator is only two months old. We chose Bosch to avoid problems.
Customer service seems to do everything possible not to help. We requested that everything they said be sent to us in writing via email, but they did not comply. You know that much of what you say is not legal. Is this disrespect due to the fact that your customer is in Turkey?
Despite the fact that the machine is only two months old and has issues, you are neither offering a return nor a direct exchange. You are asking for nearly the cost of another refrigerator for the exchange. We requested your warranty documents in writing, but you did not send them. The warranty document that came with the product does not mention such a thing. As a European brand, you should replace a defective product free of charge within the warranty period in Europe. Is this double standard because the product is sold in Turkey? If you have a hidden warranty condition for Turkey, I request a copy of that document.
The product we bought to avoid problems has caused us enough stress and has subjected us to a lot of disrespect. We demand that this issue be resolved and that the product be returned or exchanged for a new one.
Dear Customer, Thank you for sharing your valuable opinions and suggestions with us. Our Customer Relations Representative will contact you as soon as possible regarding your application. For all your inquiries, our Bosch Call Center is at your service 24/7 from anywhere in Turkey. Additionally, if you reach us through the Customer Service page, we will contact you immediately. Thank you for your interest in our brand. Best regards, BOSCH Communication Center
I couldn't write an update because I was busy. Bosch contacted me the day after the complaint. They were more polite this time, but they still said there was nothing they could do about the smell. They continued to claim that other models had it, but this model did not. Unfortunately, the fridge we bought to keep our food from smelling is itself smelling. We will continue to seek our rights through consumer protection. As a long-time Bosch user, my advice is not to rely on the brand's reputation and use this brand, because if you end up needing technical support, you will be disappointed despite paying. Warranty, customer satisfaction, etc., are all just stories, unfortunately.
