- Delay of 90 days in repairing my 2 years old double door fridge from Bosch India ^Open

Shrey P. filed this complaint against Bosch Home Appliances India Pvt Ltd on Jan 21, 2021

Resolution Demanded:
Replaced
Damages

I had purchased a double door fridge from Bosch in November ****. However, in early November of ****, the fridge stopped cooling completely. I tried getting in touch with service team on their toll free number and they registered the complaint, but they did not send a technician for almost ** days after which I send them an official mail on their Mail ID giving them details about the problem I am facing. They sent a standard reply saying they will try to resolve it as early as possible.



After that a technician paid a visit mid December, **** and after a thorough inspection came to the conclusion that the cooling fan needs to be replaced but they don’t have the cooling fan and that they will order it which will take some days to come and then he shall repair the fridge. It cost almost Rs.****/-. The technician then came after * days and replaced the fan and assured me that the fridge will start cooling again.



To my utter shock, the fridge was still not cooling. So I tried getting in touch with the same technician but he stopped receiving my call. I again had to send a mail to the Bosch team online who again, assured me that the they will resolve the issue soon.



A technician again visited and changed the fan motor and assured that the fridge will start cooling again but it still was not working.



On *nd January, ****, I managed to get the number of their Service Manager in Nagpur from their toll free number which immediately sent * technicians who after a thorough inspection told me that the sensor which operates the fan is faulty and needs to be replaced. After almost * weeks, on **th Jan, Thursday, I received a call from Bosch service hub in Pune that they are dispatching the service parts which shall reach Nagpur on **th Jan, Friday and the local service team will repair the fridge on the **th Jan, Saturday. During the call I managed to find out that the estimated cost of the parts dispatched is approximately Rs.****/- which is over and above the Rs.****/- that I had already paid for before.



Today is **th Jan and I still have not heard anything from the local service team regarding repairing of the fridge.



What is interesting to note here is that if the sensor was faulty, then the service team should've identified this problem * months back when the technician had performed a thorough inspection. But instead, he falsely claimed that the fan had to be replaced and charged a hefty amount of approximately Rs.****/- for replacing it when in fact the actual problem was with the faulty sensor as per the technicians on *rd Jan as mentioned above.



To conclude, Bosch India and its local service team has willingly exploited and cheated me in addition to not providing expert and timely after sales service for a consumer good that I have bought from them.



I am a home baker and fridge is an integral part of out operations since we store a lot of baked goods and then sell it to our clients. Because of the delay of almost * months in providing timely and expert after sales service, I have incurred heavy losses almost to the tune of Rs.*,**,***/- due to this and even lost a lot of my regular clientele who gave me a lot of business. This has led to cause me a lot of mental stress and agony.



My humble submission before the competent authority is to intervene in this matter and demand Bosch to bear the cost of repairing the fridge, and give compensation for the business I have lost in the past * months due to their failure to provide a timely and expert after sales support.

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