Laundry Tears in Bosch Washing Machine
My Bosch washing machine, the WAT24480TR/13 Model, which was out of warranty and previously trouble-free, suddenly began tearing the laundry. On September 8, 2023, I called the service and they told me that there was a problem with the boiler. They said there was a hard burr on it and recommended getting it replaced. The boiler was replaced on September 18, 2023, for 4,000 Turkish Lira, along with shock absorbers. They said to use a shorter wash cycle of 800 minutes instead of 1200 minutes and to make sure to close the zippers when washing jeans. The extra maintenance will cost 800 Turkish Lira. Even though I washed it carefully, the machine kept causing small tears. During the most recent laundry cycle, one of the sleeves on a t-shirt got ripped on October 28, 2023. Bosch's repairs cost me 4,800 TL but didn't fix the problem. It ended up causing me unnecessary expenses and time away from work. The clothes that were damaged by Lacos** and Gan* are much more expensive to replace than to repair. I'm asking for an evaluation, a new machine, and compensation for the damages.
Progress
On Friday, September 8, 2023, I called Bosch customer service at 4446333 around noon and registered a complaint for the "laundry tearing issue." (I want the recordings to be reviewed.) The service technician (Atilla) who came registered the complaint as a spinning noise issue. I asked him 3-4 times if the "tearing issue" would be resolved with the drum replacement. He said yes, you can use it without problems for a few more years. During the drum replacement, a complete maintenance was also performed. When the tearing issue continued, I called the service again. The technician who came said the tearing was from the rubber and took a picture of the torn t-shirt. He said such tears are caused by the rubber. I asked why they replaced the drum then. No answer. Then the same technician named Atilla came again. He said the rubber was intact. Bosch Turkey's FMS service completely misleads consumers and causes financial and emotional distress to its customers with inconsistent personnel who are far from providing solutions. I am complaining about the service and each of the personnel. We never had a complaint about a spinning noise. They deliberately did not enter the main complaint in all service forms. Despite calling customer service multiple times and them taking my email address, they did not send the workflow/ service record. Today, they called from the headquarters to say that the tears were not caused by the device and wanted to close the issue. We want our grievance to be resolved.
Dear Customer, Thank you for sharing your valuable opinions and suggestions with us. Our Customer Relations Representative will contact you regarding your application as soon as possible. For all your applications, our Bosch Call Center is at your service 24/7 from anywhere in Turkey. Additionally, we will contact you immediately. Thank you for your interest in our brand. Best regards, BOSCH Communication Center
Your service just arrived. First, I asked Mr. Atilla during the boiler replacement inspection if the problem would be resolved, and he said it would be. Mr. Arif, who came for the installation, did a complete maintenance and said the tire was perfectly fine. I even asked if it needed to be replaced, and he said it was not necessary. Now, the service personnel who came said that issues like tearing/ripping are caused by the tire and that the tire needs to be replaced. First of all, you made me replace the boiler for 4,000 TL for no reason. You also claimed to do a complete maintenance for 800 TL but did not check the equipment that actually needed to be inspected. And for all this, I unnecessarily took time off from my job. I want a refund of 4,800 TL. This situation is entirely due to the incompetence and inconsistency of your staff. I also request the tire to be replaced with a new one free of charge and am sharing the invoice for the torn products with you. It is currently impossible for me to repurchase these products at these invoice prices. The damage you have caused is truly significant.
On 01.11.2023, your service team (Mr. Atilla) came again without prior notice and checked the tire/drum and this time said there was no problem with the tire. They left after taking photos. Every service personnel that comes asks for a thin women's stocking for drum inspection, etc. (They do not have any equipment with them.) The personnel who came on Monday says it's the tire, while the one who came on Wednesday says it's not the tire. I am starting to think you are mocking us. We have a 3.5-year-old child at home who gets dirty every day, but we are afraid to wash clothes. I can't wear the new clothes I bought because I can't wash them. If you can't solve this, either replace the machine with a new one or refund our expenses of approximately 5,400TL, which include the unnecessary drum replacement+maintenance+drum cleaner+fault detection fees, all of which are recorded with you, and I will buy a machine from another brand. The statements of one service personnel contradict those of another from the company I purchased, trusting in German quality/reliability. This is an inexplicable situation. Stop treating your customers like fools.
Today, they called shamelessly and said that the tears were not machine-related. They said they couldn't do anything. It's easy to take people for fools. We don't earn money on the streets. I will resort to my legal rights. A machine that hasn't caused any problems for 6 years suddenly starts tearing, and they say it's not machine-related but due to the program or products. I will definitely not buy any products from this brand. I will also inform Germany about the situation.
Your service has just arrived. I first asked MR. Atilla whether the problem would be solved during the boiler replacement and he said it would be solved. MR. Arif, who came for the installation, did a complete maintenance and said that the Tire is in good condition. I even asked if it needed to be changed and he said no need. Problems such as tearing/shattering by the service personel coming now are caused by the Tire. He said the Tire needed to be changed. First of ALL, you made me change 4,000 TL to Ye Kazan for no reason. Just because ve are providing complete maintenance for 800 TL, you did not look at the equipment that actually needs to be checked. And for ALL of this, ı took unnecessary leave from my job. I want 4,800TL to be refunded. This is a situation entirely caused by the ignorance and inconsistency of your staff. I am sharing with you the replacement of the Tire with a new One Free of charge and the invoice of the torn products, and it is impossible for me to purchase these products again with these invoice prices. The damage you have caused is truly enormous.
On 01.11.2023, your door-to-door service (MR. Atilla) came again and checked the Tire/durum and this time he said there was no problem with the Tire. They took photos and left. Every service personel comes to check the boiler etc. SHE wants thin women's socks for her. (They don't have any equipment with them.) The staff that comes on Monday says it's from the tires, the staff that comes on Wednesday says it's not from the tires. I'm starting to think you're kidding. Ve have a 3.5-year-old child at Home and he gets dirty every day, but ve cannot do laundry because of fear. I can't wear the new products ı bought because ı don't want to wash them. If you can't solve it, either replace the machine with a new One or pay back the unnecessary costs of boiler replacement+maintenance+boiler cleaner+fault detection fees, which are approximately 5,400TL, ALL registered with you, and ı will GO and buy another brand of machine. What One staff member of the company ı bought from because of German quality/assurance does not match what another says. This is an inexplicable situation. Stop treating your customers like fools.
Today they shamelessly called and said that the tears were not caused by the machine. They couldn't do anything. It's easy to take people for fools. Ve don't earn Money on the street. I will apply for my legal rights. The machine, which has not caused any problems for 6 years, suddenly starts to tear. It is not caused by the machine, but by the program or the products. I will definitely not buy any product from this brand. I will also inform Germany about the situation.
