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Bosch Evolution Side By Side Refrigerator / delay in replacing appliance under warranty

1 TX, United States Review updated:

We purchased a Bosch Evolution side by side refrigerator which had limited cooling ability and poor volume of ice manufactured in freezer. After contacting one of Bosch's recommended repair centers and 3 repair visits, it was determined the 3 month old refrigerator/freezer would need to be placed. Bosch was contacted by customer and repair company and order was processed to replace appliance. 5 days after Bosch started paperwork and assigned an order number, the appliance is not been shipped with no confirmed shipping date available from manufacturer's customer service staff. Customer service manager refused to speak with us. Customer service agent stated this was the quickest they had seen an order processed (5 days with deliver estimated another week). The customer service agent also told us that they have "so many calls" on Monday or Tuesday, their volume of customer's needs was what most likely delayed the process. We will be without a refrigerator for over 3 weeks by the time we receive the replacement!

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  23rd of Feb, 2009
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We purchased a new Bosch Evolution nine months ago. The ice maker water valve has failed and been replaced by an authorized repairman four times. Each time, the new valve failed within two weeks. Bosch honored the warranty to replace the valve each time but has refused to talk about replacing the unit. They have attempted to say the defect is caused by excessive water pressure (we have city water service and had no problems with our previous Kenmore icemaker) and instructed the service repairman to test for water pressure. His reading was 70 psi and the valve is rated for 120 psi. He installed a new valve which failed within two days and has now been broken for more than three weeks. Now, after nine months, four repair visits and a buckled hardwood floor from repeated water damage, Bosch is saying they recommend a water pressure reduction valve for 40 psi (not written in installation specifications and far lower than valve is rated for) and they refuse to pay for that service call.

We purchased all of our kitchen appliances from Bosch as a package. We have been without an icemaker for most of the nine months we've had the refrigerator. We have made endless phone calls over the past six months and have been told repeatedly that "someone will call you back". They never do and when we call again we have to start the whole process with a new customer service person. We have tried repeatedly to get the name of a supervisor with decision-making authority and are told "a supervisor will call you". Of course, nobody ever does. Bosch's customer service division is unprofessional beyond words and is an embarrassment to the company. We have been more than patient as Bosch worked through their "reasonable effort to repair the problem", still have no resolution and have been unable to get a commitment for replacement of the unit. As we have told Bosch, all we want is a refrigerator that works.

At this point, Bosch is clearly in violation of their warranty and I would not recommend purchase of a Bosch appliance under any circumstances. Their reputation for quality is seriously compromised by their refusal to stand by the product when there is a problem. After spending $4500 on Bosch appliances, we have lost countless hours and been treated poorly seeking resolution with Bosch...and all we want is a refrigerator that works.

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