Dishwasher Repair

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networkn

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#224095 2-Nov-2017 09:54

We have a 2 year 9 month old Bosch Dishwasher which has developed a fault where you can't press the start button to start the washing cycles.

We called the retailer, who gave us the details of the repairer, who informed us we must agree to call-out charges regardless of who was at fault, and if the supplier agrees to cover it they will refund us.

They are refusing to attend/repair unless we agree.

We think this is wrong, as it's clearly a fault with the Dishwasher not an operational fault (though they couldn't tell us if there was a reset procedure we should try).

Is what they are asking, reasonable? In my experience getting a callout charge credited is almost impossible after it's been paid.

We asked for Bosch to call us but they haven't despite 2 attempts.

robjg63

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#1894096 2-Nov-2017 10:16

Did you use their online form?

https://secure.bosch-home.co.nz/service/contact-and-info/contact-form-arrange-an-engineer

Its under this page: http://www.bosch-home.co.nz/service/repair-service

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

networkn

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#1894154 2-Nov-2017 11:27

Bosch have reached out to me and said that they believe it's 99% a fault with the machine and have agreed to cover the service costs regardless. Nice of them to resolve it like that.

They have also agreed undergo the testing to resolve the other issue with not being able to get the dishes clean sometimes and not being able to use any of the lesser cycles.

Hoping for a dishwasher that finally works the way we expected it to! Well done to Bosch for the compromise.

muppet

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#1894248 2-Nov-2017 13:15

networkn:

We have a 2 year 9 month old Bosch Dishwasher which has developed a fault where you can't press the start button to start the washing cycles.

We called the retailer, who gave us the details of the repairer, who informed us we must agree to call-out charges regardless of who was at fault, and if the supplier agrees to cover it they will refund us.

They are refusing to attend/repair unless we agree.

We think this is wrong, as it's clearly a fault with the Dishwasher not an operational fault (though they couldn't tell us if there was a reset procedure we should try).

Is what they are asking, reasonable? In my experience getting a callout charge credited is almost impossible after it's been paid.

We asked for Bosch to call us but they haven't despite 2 attempts.

I had similar problems with a Sony TV we were given. I went the CGA route and while I got a lot of grief from Sony, it was actually resolved quickly when I realised my CGA beef wasn't with Sony, but with the supplier ASB Bank. ASB stepped up straight away and got the whole thing sorted out for us, no questions asked.

Anyway my point wasn't to advertise ASB (though I obviously think they're pretty awesome) but rather to say you should really go to the person/company you bought it from and if they refuse to help or try to charge you to do so, ask them which part of the CGA suggests they're entitled to do this.

networkn

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#1894249 2-Nov-2017 13:19

Well, the issue was taken to the retailer, but they don't handle repairs themselves. The issue was with the repair companies internal policies. I wasn't entirely sure if it was an unreasonable request to insist on payment for the callout until it was approved by Bosch. I guess it might have been, if slightly more hassle.

I guess the issue is, if the repairer comes onsite, and it's *not* a warranty issue, if we refuse to pay, then the repairer is out of pocket.

Thankfully BSH came to the party.

muppet

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#1894255 2-Nov-2017 13:29

networkn:

Well, the issue was taken to the retailer, but they don't handle repairs themselves.

Right, but that's not something you need to be exposed to. That's their internal process to sort out.

networkn: The issue was with the repair companies internal policies. I wasn't entirely sure if it was an unreasonable request to insist on payment for the callout until it was approved by Bosch. I guess it might have been, if slightly more hassle.

I guess the issue is, if the repairer comes onsite, and it's *not* a warranty issue, if we refuse to pay, then the repairer is out of pocket.

Thankfully BSH came to the party.

If "a thing" fails and it's covered by the CGA (and I firmly believe a not even 3yo dishwasher is covered) then the supplier is the one who has to organise repairs. Not you. Nothing to do with warranty, to be clear.

This is taken from this Consumer website page.

"No. Suppliers’ warranties are in addition to those in the Act. If you have used your washing machine in a normal fashion, it should not have a major breakdown after just 3 years, so you may still have redress under the CGA. The dealer should repair the machine free of charge."

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#1894438 2-Nov-2017 20:47

Check the rinse aid level. As some dishwashers have a stupid feature where they will refuse to start a cycle if they detect that the rinse aid has run out.

I had this issue on a brand new dishwasher I installed for a customer. It refused to work. Yet neither the installation instructions or the troubleshooting section of the manual said that low rinse aid would stop it from working. And the usage section had instructions on how to refill the rinse aid. Yet again nothing that failure to do so would cause a fault.

Whoever wrote the instructions didn't talk to the designers. It worked as soon as I added the rinse aid.

networkn

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#1894446 2-Nov-2017 21:09

We don't use RinseAid. I think there is some sort of function for that in the tablets we use.

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#1894469 2-Nov-2017 22:46

So presumably Rinse Aid has been set to zero so the light never comes on?

Does pushing Start give no response at all? One of the appliance help sites has an example of a bit of.glass blocking the pump inlet, the machine couldn't pump out so wouldn't start.