3 Years ago we purchased a top of the line Bosch Dishwasher. Had it installed and within a few days, weren't happy because dishes weren't clean.

Called the retailer and complained they told us to calll Bosch.

Spoke to a gruff gentleman who clearly didn't want a bar of it. Told us that we had to use the longest hottest wash every wash as NZ conditions didn't support the type of tablets that were in circulation. We told him we felt it wasn't reasonable to require a 3 Hour load for every wash. 

He then told us that he saw so few faults he didn't think it was likely a fault and that we weren't doing it right, but when I insisted it was brand new, he said the only option was for BSH to take back the washer to the workshop for an undetermined timeframe and they didn't have a loan one. 

We are a young and very family so being without a dishwasher was untenable and I was so busy I just couldn't be without it. We decided we didn't have time to chase it and have put up with the fact it often doesn't wash dishes 2-3 times a week properly at least. 

October last year the thing stopped working altogether and called BSH. Able called us and said there would be a service fee, which we refused and they refused to come out. I called BSH and got hold of a guy who said it was standard process. I told him that a 3 Year old washer was still under warranty and I wasn't paying. He agreed and waived the fee (which he insisted was refundable). They came out, determined the fault, and said they didn't have parts, and it would be 4-6 weeks to get another part from Germany. I said I wasn't happy with the DW and the repair timeframe and requested a replacement under warranty, or a refund. 3 Days passed and I called back. They said they had magically found a part and would come and install it. We were 12 days with no dish washer. 

At the time I spoke to the guy about the power button, I spent quite some time covering off our previous issues with dishes not being clean, he was knowledgeable and said he felt it was a fault, and after the power button was fixed, he would send a BSH engineer onsite with a plastic cover so they could watch the action and determine where things went wrong. We never heard back and followed up the week later, no-one called back. It's coming up xmas time and we were so busy we couldn't follow up any more. 

Still nothing most of January, and when I followed up 18 days ago, I said I wasn't happy and I'd like a replacement. They refused and sent someone onsite, who confirms that not only is it not ok for it not to clean dishes, but the moisture on our dishes after each load is also not right, but he doesn't know what the fault is. He said they wanted it back at HQ to thoroughly test and they would arrange a loan unit, but they didn't have one presently he would be in touch when he had one. Nothing for a few days, I call the retailer, explain the situation and insist on a replacement as we don't want to have our one repaired, we have no confidence in it, and it was an expensive dishwasher that should be trouble free. He agrees and says he will go back to BSH and come back to us. I called back 2 days after he still hasn't got in touch with them, says he will get in touch today and call me the following day. I re-iterate we aren't happy for a repair, he says it's at BSH's sole descretion. I disagree and state he is the retailer, my relationship is with him and I expect them to rectify. 

He gets back in touch today, saying BSH are insisting on the device back again and won't hear anything more about it. 

Am I being unreasonable in refusing a repair and a loan unit given the issues and amount of time we have had issues with it? Am I obliged to take a loan washer and let them have our one for an undetermined time or can take this to the next level?