KK Ng

Review of Bosch Malaysia

I own 2 Bosch refrigerators, bought in 2012 & 2014...

I own 2 Bosch refrigerators, bought in 2012 & 2014. One of it sounded the alarm and was no longer cold in July 2020. The same fridge was fixed in 2017 by changing fuse thermal, temperature sensor, power module & fan motor. So I called and made an appointment with the call centre. Call centre was polite and handled the call well. They told me that it will take some time due to MCO backlog cases. The same 3rd party service engineer (s fastrax) who handled by first repair in 2017 came again in July 2020. I do not have a good impression of this person from 2017 because all he did was change the parts in 2017 but did not let me know why the parts needed to be changed or what I could do to prevent it from overheating again. I asked Bosch call centre if I could have someone else service me the 2nd time but they sent the same person.

Bosch fridges are not cheap and honestly, I am disappointed that a fridge bought in 2012 would spoil in 2017 & again in 2020.

Anyway, in July 2020, the service engineer came and proceeded to change the temperature sensor & thermal fuse without any checks as he was confident it would fix the issue. It took him about 40 minutes to change the parts and told me that it will be cold the following day. It was not cold the following day nor the next few days.

The fridge portion was cold enough but the freezer wouldn't freeze. Then began a series of calls to S Fastrax service engineer & also Bosch call centre. Bosch call centre which also has whatsapps is a plus point and I spoke with them at length regarding the issue. Bosch call centre is very polite.

To cut a long story short, no one came to have a 2nd look at the fridge and I was charged RM225 for parts & labour. When I finally got tired of waiting & calling multiple times, Bosch agreed to refund RM115 for the parts but house call of RM110 is not refundable (this was conveyed to me earlier) which I agreed to. I am convinced that my Bosch fridge can be fixed and I attempted to get an outside party to fix it but Bosch parts are very expensive and the other 2 fridge repairmen I approached did not repair Bosch fridges. At this point, I decided to throw away said fridge (which still looks as new as the day I bought it) and buy a more reliable brand which can be repaired by outside parties.

And I only received the RM115 refund today, 2 Nov after I whatsapp Bosch and told them that I would lodge a formal complaint to the consumer's association if no refund is made by Nov 15. Bosch had agreed to pay the refund on 18 August....

To conclude, I would not buy another Bosch home appliance until the after sales service is sorted out.