Terrible product and appaling after sales service
I will never buy anything from Bosch after the dreadful experience we had with their internal compact Ci16 LP Gas hot water unit and appalling after sales service. My Strata Managers had 6 of them installed at our units in Queanbeyan in 2013 and experienced recurring problems with no hot water for days on end and/or fluctuating temperatures. When these systems don't work a computer screen indicates an error code (a number). The plumber has to ring Bosch to find out what it means. Bosch say that it could mean a number of things and this leaves t...he plumber guessing what the problem is. The only way to fix the system is to book a Bosch Service Agent to come out to the property. My Strata Managers contacted Bosch a number of times to organise this. The Bosch Regional Service Agent took weeks to contact me only to say that he could not fit the job in for another couple of weeks! Meanwhile the tenants of 6 units were suffering from a lack of hot water in minus degree temperatures. Finally the Service Agent turns up and says that there is a problem with the old gas line and the initial installation and declared that the hot water units could not be fixed under warranty because of this. However, he never articulated or detailed the installation problems either verbally or in writing. We (Strata Managers and I) disagreed that the installation wasn't correct as the units were installed by a reputable licensed plumber who taught plumbing at the Canberra Institute of Technology. However, we agreed to install a new gas line. Bosh then fixed the units under warranty. A few months later some tenants experienced no hot water again. More calls were made to Bosch by the Strata Managers and these were not well received and the complaint had to be escalated internally to get Bosch to address it. Following these calls and agreement from Bosch to fix the problem, the Regional Service Agent would not call us or return our calls to arrange a time to meet on site. When he finally did take my call he stood me up three times by not turning up at the agreed time. Each time I chased him he would make excuses that something "came up". It was clear that he had no intention of calling me to cancel on the day. I politely questioned his intention to commit to this task and his poor communication and he stated that there was no point fixing or replacing the system as he disagreed with the initial installation - despite being instructed by Bosch to replace the unit. He went on to admit that he just didn't want to do the job as he was situated in the ACT and didn't want to travel over the border to Queanbeyan - despite it being in his Region to service. I persisted with him and eventually he replaced the unit. A few months later I had wildly fluctuating hot water temperatures and eventually no hot water. Our (strata) plumber rang Bosch with the error code and again they just fobbed him off. After putting up with unprofessional and rude after sales service from Bosch and their local Service Agent over an 18 month period we decided to cut our losses and replace the Bosch hot water unit (at considerable cost) with a Rinnai system...it works beautifully!! Bosch has lost the respect and business of many people out of this situation.
Questions & Answers
Had my ci16 about 11 months and it has started playing up i would be having a shower and all of a sudden water goes ice cold it has error on screen A4. Wondering if it could be faulty regulator from my gas bottles ?
I rang bosch and they couldn't answer my question and evem though mybsystem is under warranty they still want to charge me call out fee which i don't think is right.
If something is under warranty it should be fixed for free no matter how far out the customer lives.
Hi Lugga9. I agree. I feel your frustration! It is bad enough that you purchased an unreliable product but to receive such bad after sales service means we can have no confidence in Bosch resolving our problems. We are left stranded! It is all too painful and costly to try legal proceedings against such a big company. At least we can warn people through this web site and hopefully save them from suffering the frustration, inconvenience and considerable cost that we have.
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