You know when you receive bad service and then you look at Trustpilot and go "oh, I see, its not just me". I mean, what are they doing? Who 'runs' this company? We purchased a lot of Gaggenau appliances and BSH, part of Gaggenau, obviously handle after sales. Our wine cooler failed so we called Gaggenau customer service which in the UK is operated by BSH. Firstly we had to wait 2 weeks for somebody to come out - not great when all of your liquids are not cooled (not just wine of course, soft drinks, water etc), then the guy that came out didn't want to lift a finger until we proved it was under warranty. I mean, surely they have a serial number and a database, what year is it? He simply said it had failed and needed to be exchanged. He said it's in stock so should only be another couple of weeks until delivery (if it's in stock, why a couple of weeks?). Then nothing happens. We chase BSH and they say its with Swiftcare deliveries, you call Swiftcare and they say they haven't got any orders. You call BSH back & they need to look into it. We received an email saying "they are waiting for the sales team to allocate a date they can send the product to Swiftcare". That was 2 days ago. It's now a month since we first contacted BSH about the failed appliance and we're still no wiser as to when a replacement will arrive and still have warm coca cola. The problems seem to be:(1) The customer service team can't see anything on their system, don't know what is going on, and never call back when they say they will. Management need to look at their CRM or whatever software they use because it doesn't work.(2) The lead time between an appliance breaking and somebody visiting is too long.(3) The lead time between the eventual visit and a replacement appliance is too long. (4) Communication at all times is non existent, see (1).
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At BSH, we strive to improve your quality of life at home through our exceptional brands, high-class products, and exceptional solutions.
From our decades of experience in the home appliance industry to our unwavering focus on creating sustainable, consumer-centric products, discover what makes our company stand out.
We are home to both globally established Appliance Brands*, such as Bosch, Siemens, Gaggenau and Neff, in addition to seven local brands. With our Ecosystem Brand Home Connect and Service Brands such as Kitchen Stories and BlueMovement, we we offer consumers digital services and sustainable solutions to improve their daily lives.
*BSH is a trademark licensee of Robert Bosch GmbH for the Bosch brand and Siemens AG for the Siemens brand.See more