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I recently purchased a new Bosch integrated fridge freezer, the updated version of the one I had had previously (it lasted over 18 years). When it was fitted it was running at a suitable temperature but within a week we noticed that milk etc was far less cold straight from the fridge than it had been when first turned on. We tried the “super” setting whilst making a point of opening the door as little as possible but it made no difference after a day on that setting. We tried the “self test” function several times, but it indicated that everything was normal. We tried turning the fridge off for a while and back on again, and investigated whether it was in some sort of demonstration mode ( which it wasn’t). Finally after a number of days it was apparent that the fridge was now not cold at all although the compressor sounded as if it was running. Therefore we contacted Bosch for advice. (We had been reluctant to do this earlier as we have had experience years ago of being charged for a call out when there turned out not to be a fault with the appliance in question).
When an engineer came out, he immediately told us that all of the gas had leaked out of the fridge. He expected that under the circumstances, Bosch would simply replace the fridge. However Bosch decided that they would re-gas the fridge.
A week later the engineer was due to return to carry out the repair but rang us early that morning to say that there would be no point in his attending as the customer service department had misunderstood the situation. It is apparently a two man job and under the lockdown situation two man jobs cannot be carried out.
We contacted customer services again and made it quite clear to them what the fault was and why the engineer was unable to fix it under the circumstances. We also expressed our concern that even if the fridge could be re-gassed, it might not be easy to ascertain if the leak/leaks had been permanently resolved and we could very quickly be back to square one. After speaking to her supervisor, the customer service assistant came back with the message that we could “100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}” not expect a replacement fridge and that they felt the appliance was repairable. They booked a third appointment for us on 8th March, assuring us that they would somehow resolve the “two man job” situation.
When a different engineer to the previous one arrived yesterday, (8th March) he asked us what the problem was. When we explained the situation to him, he told us again that it was a two man job and it would be against company rules for him to work as a two man team under COVID, and therefore he couldn’t do anything. He also expressed surprise that Bosch didn’t simply replace the fridge as it would be very difficult to pin down any leak/leaks in the system, the leak could be internal and he felt that the fridge should be scrapped and replaced. (he did say he wasn’t supposed to tell us this.)
The engineer went away to phone Bosch only to be told that their position was still that the fridge was repairable. Apparently they are expecting to be able to carry out two-man call outs again by late April. This leaves us, as a family of six, reliant on an electric camping -coolbox for another six weeks, having been without a working fridge already for five weeks. Is this reasonable, and if not what can we do about it?Your contract is with the retailer, have you contacted them requesting an exchange. The Bosch service history you have is more than sufficient to warrant this.
Don
The retailer is not playing ball as they feel Bosch supplied them a fridge which had a manufacturing defect. The retailer also has no more stock of this fridge, which is the only one really suitable for our needs as a large family with a fairly small kitchen. Unfortunately the old one of the same model has been disposed of now, it was still working and probably still would be, but we felt that it must be nearing the end of its life and wanted to pre-empt it breaking down!
unless they find out where the gas leaked out they are doomed to failure and you could have visit after visit
push retailer for a full refund as it is of unmerchantable and not fit for purpose
forget the fact they have not got another one
if you dont do this you could have endless problems with this unit in my opinion
Dave
Sorry but that still doesn’t let the retailer off the hook. Bosch didn’t knowingly supply a faulty fridge freezer and likewise the retailer didn’t either. I would still go back to the retailer and if you still don’t get anywhere then I would put it all in writing to them giving them 14 days to respond with a resolution if not you will go to trading standards.
Keep any correspondence or phone calls with dates, times and who you speak to.
Don
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