I have a Bosch oven, the door has failed 3 times (...

I have a Bosch oven, the door has failed 3 times (doesn't fully close). I have contacted Bosch by email 4 times and called 3 times (no answer, left a message requesting a call back), I have received one call back (after the first call) with a reference number, but other than than there has been no response.