Bosch

JasonMW

So my new Bosch washing machine has just stopped working. Customer services have advised that there is a 3 week wait for a warranty repair. I explained that I thought this was unreasonable and they said that I could always make a claim against the appliance under the consumer Rights act 2015 and get the retailer to take it back. I actively support my local high street retailer and thought that this was an outrageous policy to pursue - to make my local shop take a hit on a sale because Bosch can’t get out to repair a brand new product within a reasonable time is totally unscrupulous.  What is the point of having a warranty? These companies are enticing us to buy their products with extended term warranties yet when there use a fault and you need some support they pass the issue back to the retailer because they cant/won’t operate a decent service dept. I asked them who can wait three weeks for an appointment and that I would have to pay for a private engineer to come and they also advised that that would then invalidate my current warranty. It’s a catch 22. They have you…..  A warranty doesn’t seem to be worth anything. They might as well offer a 50 year warranty- they can’t get out to fix it anyway. 

user1977

Were you looking for advice, or just to have a rant? You're on the wrong forum for the latter...

https://forums.moneysavingexpert.com/categories/praise-vent-warnings

p00hsticks

JasonMW said:

So my new Bosch washing machine has just stopped working.

How new is 'new' ?

If it really is new (less than six months old), then yes, your first port of call should be with the retailer under your consumer rights rather than pursuing the warranty with the manufacturer

Manxman_in_exile

This is a "Consumer Rights" board.

Bosch are correct that your consumer rights (under the approriately named Consumer Rights Act 2015) need to be enforced against the shop who sold it to you, and not against the manufacturer.

Having said that, "What is the point of a warranty?" is a fair question.  Sometimes it may have a fair answer, sometimes it may not...

p00hsticks

JasonMW said:

 I actively support my local high street retailer and thought that this was an outrageous policy to pursue - to make my local shop take a hit on a sale because Bosch can’t get out to repair a brand new product within a reasonable time is totally unscrupulous.

That's a laudable sentiment, but at the end of the day that retailer has sold you a product that doesn't work...

shiraz99

JasonMW said:

So my new Bosch washing machine has just stopped working. Customer services have advised that there is a 3 week wait for a warranty repair. I explained that I thought this was unreasonable and they said that I could always make a claim against the appliance under the consumer Rights act 2015 and get the retailer to take it back. I actively support my local high street retailer and thought that this was an outrageous policy to pursue - to make my local shop take a hit on a sale because Bosch can’t get out to repair a brand new product within a reasonable time is totally unscrupulous.  What is the point of having a warranty? These companies are enticing us to buy their products with extended term warranties yet when there use a fault and you need some support they pass the issue back to the retailer because they cant/won’t operate a decent service dept. I asked them who can wait three weeks for an appointment and that I would have to pay for a private engineer to come and they also advised that that would then invalidate my current warranty. It’s a catch 22. They have you…..  A warranty doesn’t seem to be worth anything. They might as well offer a 50 year warranty- they can’t get out to fix it anyway. 

Is there a question in there you want help with?

JetpackVelociraptor

If it makes you feel any better about the situation, I'm sure that your local retailer will be getting on to Bosch if the machine turns out to have a fault that wasn't caused by a problem with installation or delivery. As it stands now, if you've had it less than 6 months, the legal responsibility is on the retailer to deal with the issue. Bosch are correct, there's nothing outrageous or unscrupulous about it. Its' the retailers job to ensure that the products they sell are up to scratch.

As to the value of a warranty, I'm not sure if everyone would consider a 3 week wait to make it not worth having a warranty at all. Granted it's a long time to be without a washing machine, but any company you talk to right now will cite the pandemic/increased costs/staff shortages etc as the reason for things taking longer than usual.

It's sweet that you care about your local shop, but ultimately they are the ones who sold you a faulty machine with an extended warranty.

I'm saying this as a retailer myself. If one of my customers has a fault with their product, they take it up with my company - not with the manufacturer. We're the ones who sold the item to the customer, we're the responsible party. It's our job as the retailer to resolve the problem. Imagine if, instead of your local retail shop that you like, you'd bought from a big chain store, and the product was faulty. How would you feel if you contacted them about the problem and they said "not our problem, talk to the manufacturer"?

pinkshoes

JasonMW said:

So my new Bosch washing machine has just stopped working. Customer services have advised that there is a 3 week wait for a warranty repair. I explained that I thought this was unreasonable and they said that I could always make a claim against the appliance under the consumer Rights act 2015 and get the retailer to take it back. I actively support my local high street retailer and thought that this was an outrageous policy to pursue - to make my local shop take a hit on a sale because Bosch can’t get out to repair a brand new product within a reasonable time is totally unscrupulous.  What is the point of having a warranty? These companies are enticing us to buy their products with extended term warranties yet when there use a fault and you need some support they pass the issue back to the retailer because they cant/won’t operate a decent service dept. I asked them who can wait three weeks for an appointment and that I would have to pay for a private engineer to come and they also advised that that would then invalidate my current warranty. It’s a catch 22. They have you…..  A warranty doesn’t seem to be worth anything. They might as well offer a 50 year warranty- they can’t get out to fix it anyway. 

The shop will claim from Bosch if it's faulty so they won't take a hit.

Your rights are ALWAYS with the retailer. A warranty is something extra. 

born_again

Question is. Could retailer get anyone out to check it any quicker?