Kindly shared by Anonymous
What happened
Tumble dryer under warranty. Door catch broke. Arranged a ‘service’ visit, gave details of the problem. Engineer attended. Diagnosed broken door catch, as reported on the initial callout. However did not have required part. Booked a 2nd call out to return & fit part. Second call out booked with a time frame of 7am - 5pm. At midday on the day I called Bosch, only to be informed for the 1st time, having waited in all morning, that the visit was scheduled for 1pm-3pm. The engineer attended with a pre-visit notification of 10 minutes instead of the promised 30 minutes. When he attended, he inspected the machine, noted that a new door catch was needed, and informed that he did not have the part. He has now booked us for a call out. Naturally I phoned to complain. I was informed that a manager would call me. Nobody ever did. I have been told that the next visit is a very definite type of call out making it mandatory to ensure the correct part is with the technician attending: was were none of the 2 previous visits of this type? If they do succeed in sending the part, it will have taken Bosch 3 visits, which they pay sub-contractors to make, to fix a broken door catch. Quite apart from the abysmal customer service aspects of this, how can this be viable for them as a company?
What I wish had happened
That having reported a broken door catch on the initial call out, that the company would have ensured that the engineer attended with the part. Even if I had misdiagnosed, their worst case scenario would have been that they retained a door catch, which if not required, could be held for future or returned to stores.
Where this happened
Other - The situation took place in my home
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