Bosch dishwasher woes/Engineer Callout

dishwasherwoes

I have had an exchange of emails with Bosch regarding organising an engineer call out to repair a dishwasher that we believe failed before the warranty but was reported a few months after the 2 year warranty expired.

Bosch kindly agreed (or decided on their own as I will explain) to do the repair charging the call out fee but not charging the cost of the parts.

Its not clear from the emails if labour is included in the £109 but apparently according to the website that should be included.

The lady from Bosch bizarrely set the engineer appointment up without asking whether we would want that. It is also an inconvenient date. They also seem to think we are within the M25, which we are not, thus charging us more.

I am also very concerned reading accounts of other Bosch customers. They called out Engineers and the parts were "not available" even though they were leaving the customer with a call-out charge of ~ £100 and no repair. Perhaps this will happen to us. To be fair to Bosch, I obviously don't know the details of these cases.

Should I cancel the appointment? I really dislike having to make this post and Bosch have been very courteous in terms of the tone of their emails but I am concerned when it comes down to the end result.

shaun_from_Africa

I recently had to get a Bosch extractor repaired and decided to use a Bosch engineer to do this.
The initial fee was £99 (I'm outside of the M25) and was told that this price was for all labour irrespective of how long the job took.
Inside the M25 the fee is £109 and this will cover all labour costs.

The engineer turned up, diagnosed the problem (faulty fan) then when he checked on availability of spares, told me it would have to come from Germany and would take about a week and gave me the price of the item.
I made another appointment for 9 days later and he arrived on time, fitted the part and as promised, charged me £99 for labour + the cost of the fan.

Give Bosch customer services a call (0344 892 8979) and it's very easy to reschedule an appointment and if you do this, point out to them that you in fact live outside of the M25 area so the labour rate should be the lower figure.

dishwasherwoes

Thanks for the reply.

So you had to pay £198 + the cost of the fan or did you pay just £99 + cost of the fan?

shaun_from_Africa

The total cost for the labour was £99.
The engineer told me that this was a set price irrespective of how long the job took or how many visits were required to complete the work.

dishwasherwoes

Ok. Many thanks for replying, actually that was exactly the information I needed. Cheers.

The lady from Bosch also left an answer machine message explaining a few things and she seemed pleasant so I am less concerned right now.