complaint

Me To MeLow, xxxx (SG/SM-CS)Wee, xxxx (RAP/BA-LE) and 1 More... Mar 19 at 8:13 PM Hi xxxx, It is utterly shocking that this is the way that this has been simply ignored with no reply or followup. It seems to me that this is how your good company handles after-sales services, ignoring issues and followups after your clients have paid for the items, and that escalated complaints are left to be ignored as such. Just for your info, I figured that since you guys have already wasted my leave to arrange for your last servicing, it will only seem right to me that I shall devote this weekend to posting this issue online. Rest assured that I will update you via email on what sites (Bosch Global Facebook page would be a good start....) that I will have raised this issue and the communications involved, so as to be clear and upfront that I did not make any "false allegations" against your good company. I will only post up the issue and the communications and follow up involved (or should I say, the lack of....) and leave it to the good public to judge for themselves. Also, you may then also choose to go in and give your comments on the issue in the relevant sites and address the public directly. And oh, it may be a good idea for your fellow colleagues to introduce themselves as well. It would be utterly unfair to you if this issue blows up and you get pinned for blame, when your colleagues simply watch the show from the sideline, since it seems that everyone finds this issue too insignificant to follow up. Regards, xxxxx

On Monday, 10 March 2014, 20:43, Lee xxxx <xxxx@yahoo.com.sg> wrote: Dear xxxx, To be honest I find it alarming that your good company find it perfectly acceptable that the machine breakdown within this timeframe, and also find it resonable to charge me the stated amount for repairs, but you find it unacceptable to disclose the incident and charges to public? I stress that all facts are as stated by your good company, and in no way had I made any llegations nor false statements against your company; nor had I ever asked you to do so. (kindly point this out if you have noticed that I may have done so....) I have also stated since the email I sent in on 01 Mar that I requested that your company acknowledged that I am allow to make this correspondence public if so I wish, so please do not say that this is a last minute stunt that I am pulling. Please be clear on this. My stand is very simple. If your good company find it acceptable to charge me for this issue, I really do not see how your good company find it unacceptable to let this be known publically that your company accept such a problem and the charges involved. I have no wish to make any false allegations, but simply to have a public opinion on this, as it may for the public to educate me that it was my decision to get your good company's product, and that such issues and charges are deserving to me to accept and pay for. It would be very confusing for me to understand how if your good company believes in charging me for this, yet fails to acknowledge and admit that the charges are rightfully so? Would posting the receipt in public helps? Or am I supposed to burn the receipt to ashes after your personnel has left my house after the repairs? Very strange indeed. Regards. xxxx

On Monday, 10 March 2014, 8:38, "Low, xxxx (SG/SM-CS)" <xxxx.Low@bshg.com> wrote: Dear Mr. Lee, My name is xxxx Low and I am the technical manager in customer service. You had written in on several occasions from 16th Feb 2014 to highlight your displeasure. Perhaps you may explain the necessity to obtain an acknowledgement from us, so that our legal department may take this issue up with you. In the meantime, BSH reserve our rights under the law in respect of allegations and inaccurate statements you may make against us. Thanks. Cheers.

From: Lee xxxx [mailto:xxxx@yahoo.com.sg] Sent: Wednesday, March 05, 2014 9:15 PM To: Low, xxxx (SG/SM-CS) Cc: Wee, xxxx (RAP/BA-LE); Yew, xxxx (SG/SM-CS) Subject: [RMX:#] Re: [RMX:#] Bosch - Service and Warranty Dear xxxx, Apologies on point 6 on the spelling error. What I meant was the "displeasure"on the issue and the date which I raised up via the first email. Also kindly include in the email your name and position in the company. It is nothing personally against your good self but for official records. Note also that I request that you acknowledge that I may make public this email correspondence. I do not hide the fact that I very much intend to share and disclose this incident in a few web forums, and leave it to the good general public to do an assesment on the validity of my displeasure and the incident itself. Regards, Xxxx

On Tuesday, 4 March 2014, 17:29, "Low, xxxx (SG/SM-CS)" <xxxx.Low@bshg.com> wrote: Dear Mr. Lee, Good day. My name is xxxx Low and we had a tele-discussion on your feedback to BSH on Saturday, 1st March 2014. On your request, the following are our records on the eight pointers raised in your feedback. 1) Date of delivery of washer 13.09.2011 2) Model number of washer, please indicate clearly that this is your "Made In Germany" higher end model, not one of your low end and much cheaper "Made in Thailand" – WAS28448ME/07. This model is manufactured in Germany. The country of manufacturing may be found on the rating label, located at the back of the washing machine. 3) Total warranty period of washer, and date of whereby issue/reapir was called for The washing machine is covered with 2 years warranty. A service call to customer was initiated on 14th February 2014. The repair was completed on 14th February 2014. We attached the invoice that the service charges and repair outcome was accepted after the repair. 4) Issue with washer that required repairs Half way washing it stop and not working, clothes are stuck in the machine guide cust not in she will try later (as reported by customer) 5) Total amount charged for repairs and breakdown (parts and service) – $360.70 (Service = $90.95 , parts = $269.75) 6) Date of my pleasure on the issue and charges raised up – May you elaborate on this pointer? 7) Date of first reply, and state clearly what was the "offer" from your good company, which I rejected and asked for your management's review and reply Replied on 17th Feb by call centre, offering Mr. Lee a “either 20% discount on goodwill for parts or extending the repair warranty to 6 months” 8) Acknowledgement that nobody has reverted to me thereafter the intial phonecall with the half-hearted offer – No reply to customer from 18th Feb to 1st March. 1st March, customer sent in another email. Thank you. Cheers.

From: Lee xxxx [mailto:xxxx@yahoo.com.sg Sent: Saturday, March 01, 2014 9:43 AM To: bshsgp.service (RAP/SM-CS) Subject: Re: [RMX:#] Bosch - Service and Warranty To whoever it may concern, It is disturbing that your good company has the utter lack of respect to a consumer to address an issue. It has been over 2 weeks since I raised up my displeasure and all I have gotten is a phonecall with a half-hearted offer that i have rightfuly refuse to accept. I believe that I have been reasonable to this issue, and if your good company has decided to treat your consumers with such lack of respect, then I believe your company has no intentions in the first place. I now ask that the below information be confirmed and send back to me in acknowledge by a senior person in your company via email. 1) Date of delivery of washer 2) Model number of washer, please indicate clearly that this is your "Made In Germany" higher end model, not one of your low end and much cheaper "Made in Thailand" 3) Total warranty period of washer, and date of whereby issue/reapir was called for 4) Issue with washer that required repairs 5) Total amount charged for repairs and breakdown (parts and service) 6) Date of my pleasure on the issue and charges raised up 7) Date of first reply, and state clearly what was the "offer" from your good company, which I rejected and asked for your management's review and reply 8) Acknowledgement that nobody has reverted to me thereafter the intial phonecall with the half-hearted offer Last but not least, I request confirmation in writing that this email correspondence be allowed to be made public if so I wish. I do not believe I have requested for your company to state any lies, nor discriminate your company nor products in any way. The above requested information are simply matter of the facts, and so even if made public, will simply be up to the good judgement of the reader. Based on the way that your company has handled my issue, I am of the impression that you are standing by the quality of your product, and thus there should be no hesitation in allowing the above information in known. Note that I have no intentions to bad mouth your company. Making this email correspondence public may find like-minded people who believes that the issue lies with myself, that paying good money for your company's products does not necesary promise the quality that I assumed, that I may have been better off buying other brand's cheap "made in thailand" models and throw them away every 2 years, saving me loads of money in the process (my last Samsung washer only cost me $600 and lasted over 6 years....) So you see, the issue may well be me, and maybe thats the reason why your company has chose to offered me the "30% off parts cost or 6mths additional warranty". It may be my unreasonable expectations that after having the need for repair so soon, it is wrong of me to expect that the washer will not breakdown again within 6 mths?? My oh my......I guess after writing this email I should start saving money and shopping for another washer very soon.....and not from Bosch definately then.... I look forward to your email confirmation on the info that I request. Regards, xxxx Lee 9xxxxxxx

From: xxxx@yahoo.com.sgmailto:xxxx@yahoo.com.sg Sent: Sunday, February 16, 2014 10:44 PM To: bshsgp.service (RAP/SM-CS) Subject: [RMX:#] Bosch - Service and Warranty Contact Us Title : Mr. First Name : Last Name : Lee Phone No. : Mobile Phone No : : Email : Message2 With reference to tax invoice 270070555, customer number A0143167, I find it utterly unacceptable that I had to pay over $360 to service my washing machine that I had just bought for slightly over 2 years. I previously had been using a Samsung made in Thailand washing machine and had no need for repairs for over 6 years of usage. 2 years ago, I decided on an upgrade, and it seems to me now that it was a huge mistake. I went for your company's product, and paid more than 3 times what I previously paid for a made in thailand product, believing that I am paying for a quality "made in Germany" product. In just slightly over 2 years of usage, and conveniently just after warranty, the washing machine broke down, costing me over $360 to service and repair the "operating and power module". This is obviously also NOT due to usage, as there is only me and my wife in the house! I expect a reply as I would NOT get anymore of your products nor recommend anyone of getting anything from you either!

Really bad experience with their washing machine (top range Made in Germany, mind you...) and their customer service followup on my complaint. They simply ignore you. Below post is the complete email correspondence that I had with them. I only delete the email addresses in all fairness, nothing else added or changed.