Complaint Review: Bosch Hotwater Heaters

While it is difficult to respond to this customer's alligations due to the lack of specific information regarding his situation (appliance model and serial number or incident report number), I will make an attempt. If the customer's posting is shortly after his apparent unsatisfactory experience with Technical Service, then he would have been calling during our busiest service season. Units that were incorrectly installed during the spring and summer months often run into performance problems when the fall and winter seasons arrive, resulting in increased telephone traffic. We do have a group that handles electronic communications and they respond both with e-mail and phone calls.

When a customer calls in, among the first bits of information we ask for are the particulars regarding the installation. If our appliances are not installed per the instructions in our manuals the units will not perform properly and could place the homeowner at risk (in some instances). Depending on the type of failure, we cannot repair or replace the unit until the installation deficiencies are corrected. I have no idea how long this customer had owned his heater, but our warranties are very good (they vary by model) and we often cover parts that should be considered out of warranty because we believe in erring on the side of the customer. His anecdotal claim that 8 customers had the same failure and all were denied warranty on the same day cannot be rebutted without information to research, but I do not find that claim to be credible, knowing what I do about our TS call records (and we do not recieve thousands of calls each day) and our experience in the Returns and Repair Center (where I am the supervisor).

To sum up, we have a wide range of water heating appliances, both gas and electric models. It is important for a customer to obtain guidance or do adequate research on the appropriate appliance for his application before purchasing a unit. Once purchased, it should be installed by a licensed professional following the guidelines published in our owner's manuals. If an appliance should fail, the customer can contact us either at the 800 number in the manual or at our website (also listed in the manual) and we will make every effort to repair or , if still under warranty, replace the heater.

While it is difficult to respond to this customer's alligations due to the lack of specific information regarding his situation (appliance model and serial number or incident report number), I will make an attempt. If the customer's posting is shortly after his apparent unsatisfactory experience with Technical Service, then he would have been calling during our busiest service season. Units that were incorrectly installed during the spring and summer months often run into performance problems when the fall and winter seasons arrive, resulting in increased telephone traffic. We do have a group that handles electronic communications and they respond both with e-mail and phone calls.

When a customer calls in, among the first bits of information we ask for are the particulars regarding the installation. If our appliances are not installed per the instructions in our manuals the units will not perform properly and could place the homeowner at risk (in some instances). Depending on the type of failure, we cannot repair or replace the unit until the installation deficiencies are corrected. I have no idea how long this customer had owned his heater, but our warranties are very good (they vary by model) and we often cover parts that should be considered out of warranty because we believe in erring on the side of the customer. His anecdotal claim that 8 customers had the same failure and all were denied warranty on the same day cannot be rebutted without information to research, but I do not find that claim to be credible, knowing what I do about our TS call records (and we do not recieve thousands of calls each day) and our experience in the Returns and Repair Center (where I am the supervisor).

To sum up, we have a wide range of water heating appliances, both gas and electric models. It is important for a customer to obtain guidance or do adequate research on the appropriate appliance for his application before purchasing a unit. Once purchased, it should be installed by a licensed professional following the guidelines published in our owner's manuals. If an appliance should fail, the customer can contact us either at the 800 number in the manual or at our website (also listed in the manual) and we will make every effort to repair or , if still under warranty, replace the heater.

While it is difficult to respond to this customer's alligations due to the lack of specific information regarding his situation (appliance model and serial number or incident report number), I will make an attempt. If the customer's posting is shortly after his apparent unsatisfactory experience with Technical Service, then he would have been calling during our busiest service season. Units that were incorrectly installed during the spring and summer months often run into performance problems when the fall and winter seasons arrive, resulting in increased telephone traffic. We do have a group that handles electronic communications and they respond both with e-mail and phone calls.

When a customer calls in, among the first bits of information we ask for are the particulars regarding the installation. If our appliances are not installed per the instructions in our manuals the units will not perform properly and could place the homeowner at risk (in some instances). Depending on the type of failure, we cannot repair or replace the unit until the installation deficiencies are corrected. I have no idea how long this customer had owned his heater, but our warranties are very good (they vary by model) and we often cover parts that should be considered out of warranty because we believe in erring on the side of the customer. His anecdotal claim that 8 customers had the same failure and all were denied warranty on the same day cannot be rebutted without information to research, but I do not find that claim to be credible, knowing what I do about our TS call records (and we do not recieve thousands of calls each day) and our experience in the Returns and Repair Center (where I am the supervisor).

To sum up, we have a wide range of water heating appliances, both gas and electric models. It is important for a customer to obtain guidance or do adequate research on the appropriate appliance for his application before purchasing a unit. Once purchased, it should be installed by a licensed professional following the guidelines published in our owner's manuals. If an appliance should fail, the customer can contact us either at the 800 number in the manual or at our website (also listed in the manual) and we will make every effort to repair or , if still under warranty, replace the heater.

While it is difficult to respond to this customer's alligations due to the lack of specific information regarding his situation (appliance model and serial number or incident report number), I will make an attempt. If the customer's posting is shortly after his apparent unsatisfactory experience with Technical Service, then he would have been calling during our busiest service season. Units that were incorrectly installed during the spring and summer months often run into performance problems when the fall and winter seasons arrive, resulting in increased telephone traffic. We do have a group that handles electronic communications and they respond both with e-mail and phone calls.

When a customer calls in, among the first bits of information we ask for are the particulars regarding the installation. If our appliances are not installed per the instructions in our manuals the units will not perform properly and could place the homeowner at risk (in some instances). Depending on the type of failure, we cannot repair or replace the unit until the installation deficiencies are corrected. I have no idea how long this customer had owned his heater, but our warranties are very good (they vary by model) and we often cover parts that should be considered out of warranty because we believe in erring on the side of the customer. His anecdotal claim that 8 customers had the same failure and all were denied warranty on the same day cannot be rebutted without information to research, but I do not find that claim to be credible, knowing what I do about our TS call records (and we do not recieve thousands of calls each day) and our experience in the Returns and Repair Center (where I am the supervisor).

To sum up, we have a wide range of water heating appliances, both gas and electric models. It is important for a customer to obtain guidance or do adequate research on the appropriate appliance for his application before purchasing a unit. Once purchased, it should be installed by a licensed professional following the guidelines published in our owner's manuals. If an appliance should fail, the customer can contact us either at the 800 number in the manual or at our website (also listed in the manual) and we will make every effort to repair or , if still under warranty, replace the heater.