We have had a terrible customer service experience with our new Bosch dishwasher we bought from Dick Van Dyke in Bloomington, IL. We mistakenly believed the marketing regarding the service experience.
Right after we got the dishwasher we would hear a thumping noise 13 minutes into the cycle (Yes I timed it)
Called and a tech came out. Said it was the lower spray arm.
Two weeks later the part was installed. After installing it, the tech believed it was fixed. They ran it. My wife reminded them it was at 13 minutes. The tech didn't want to stay and verify the noise was gone and simply canceled the cycle.
So after we run the first load, the noise or at least a very similar noise happens at the same time interval. Called again. Tech came out. After a lot of investigation, believed that it is the water hitting some dishes that makes the noise. So not a warranty issue so charged my wife $60.
The next day when we go to load the dishwasher, the door now no longer opens parallel to the floor. Thus the bottom rack simply will roll back in when the door is "open" because it won't open fully. Called again. Sent same second tech out. He said that the hinge is broke- now a warranty claim so no service call.'
So, if the first tech was patient with determining whether the repair was properly made we would not have been charge a service call. Also during the service call we were charged for, inadvertently the tech damaged our door (but it is being referred to as part failure)
I wanted to investigate being refunded the $60 service call as it was only charged because of impatience and the fact that damage occurred during this visit.
I asked to speak to a manager concerning these issues. I was directed to Amanda in the Springfield office. She was rude and contentious and does not have the appropriate people skills to deal with people that are frustrated after spending a thousand dollars on a high end appliance. She continued to say that since there was not a warranty claim on the second visit that we had to be charged the $60. She said she assumes the first tech was wrong in the diagnosis therefore we would have had service call whether he was impatient or not. I asked her how she could know that? She became more rude as the conversation went on.
I then asked to speak to her supervisor. She refused stating "She is in this position in the company for a reason." She would not pass my call on saying that she is handling my concern. I asked how? She said she'd talk to the first technician. When I asked what she was going to ask him, she became contentious and told me she didn't have to tell me what she was going to talk to him about.
She said she'd call me back but wanted to point out that I can't be refunded for a service call for a non-warranty claim.
Wow. Where to begin? After hearing the conversation, my coworker said, "who was that so I never have them work on my appliances?"
Either by impatience or negligence I'm out $60. For your sanity, please AVOID AT ALL COSTS.
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