BSH Home Appliances - Global Reviews 380

We have a Siemens integrated oven about 6 years old. It has a wifi connection... or at least had a wifi connection until recently. Then for no apparent reason the wifi failed to connect. Contacted BSH some weeks ago and was told it would require a home visit by an engineer but were given neither estimated cost of repair or when said engineer might visit. Then yesterday out of the blue we received a text and an e-mail to say an Engineer would call today...but it was not possible to respond to either the text or the email. We have however called BSH this morning to cancel the engineer as we just felt we were about to be fleeced and it was not worth it on a 6 year old oven. Also - it would seem we are not alone ... the BSL forums have a large number of complaints about failed wifi and the company seem unable or unwilling to countenance that it may be duff firmware or software provided by a third party. Beware the Internet of Things ...like EV cars . .theres a way to go yet !

Absolutely the worst company I’ve ever dealt with! They lied about an overnight shipment, and then stated I could not have overnight because the product supposedly was in “process” I will be filing a complaint with the Better Business Bureau

The most useless form of customer service. not only the products they sell are of poor quality, their incompetence dealing with simple requests is shocking. I've clearly asked to be contacted should we require to pay for any work to be done and this was ignored, both times...
This leaves me in a hugely sticky situation due to this company's / their customer service representatives incompetency.

Post responce: Hi Brett,
I did and got ignored. Apparently because they can not follow my instruction to call me before deciding to bill me when arriving to the site they have now decided to stop providing us with any sort of service. a joke!

Appalling service. After 3 days from my initial request I received a message requiring additional information - this was clearly just a holding tactic as the issue was straightforward, but worse it contained an email chain in which one of the engineers/employees actually indicated what i was reporting couldn't happen! It is now 9 days, and radio silence. Never, ever use this company. Get a local engineer although make sure you check your warranty.

It has taken 4x visits to fix my fridge. The first - didn't have the correct parts (apparently their system got it wrong); the second brought the a correct part but one which had already been used and was missing the fixings; the third did half the job but had the wrong parts for the other; the fourth fixed my fridge. IT was the engineer who suggested I complain about the fourth visit - BSH sent me an email late yesterday confirming that my appointment would be at between 6-7am - so I duly got up in time to be ready...only to be told by the engineer at 8am that they know he doesn't start until then so they shouldn't have booked an appointment for then. A further stress I could have done without on a morning I am heading into hospital for an operation. Well done BSH for wasting significant portions of my time on 4 occasions and making today incredibly stressful. I would like to add customer services are not able to handle complaints. Apparently any complaints have to be made by email to a different team. Engineers friendly. System terrible. Service appalling. A hidden environmental cost to poor service and not just causing a lot of distress.

Just simply the worst company on the planet.
I have a Neff extractor that is faulty.
This company are the supposed "Support Team" but they just ignore you.
Neff - you should be ashamed for using this bunch of time waster and I will never ever buy a Neff product again.

Reading the reviews from others makes me wonder if I am reviewing the same company because I had an exceptional service from BSH. My initial enquiry to the service dept was answered quickly and handled by courteous, helpful and professional people. Having given me a sensible diagnosis of the problem with my 6 year old fridge freezer they were able to book a service engineer visit within a couple of days. The cheerful service engineer (Daniel) turned up bang on time and with the replacement part. He completed the work quickly, competently and tidily. Total costs were very reasonable too. Nothing to fault by me and confirms my trust in Bosch.

I have a Bosch cooktop, that had a fan that never worked. Their manual was terrible and it took me weeks of phone calls to figure out that the fan was out.
They use BSH Services for their repairs.
Feb 25, 2022 I scheduled a repair, on-line. The repair date was April 25. The tech showed up and had the wrong fan. It was rescheduled. The tech never showed up for that appointment. An so it goes. I'm on my 6th appointment and still no one has shown up.
I was told that the wrong tech had the part, and it was rescheduled again. The latest date is 7 July 2022. I doubt that they will show up again. I was told the it was my responsibility to call several days in advance and make sure that the correct person had the fan.
These guys should not be in business.

Awful Employers that will try to fire you if you are ever diagnosed with a disability while working for them. Pedophiles in management, sexual harassment complaints go ignored, as do any grievances raised. Customers wait on hold while staff have sex in the toilets. Managers bring in cocaine for their teams to do in the office.

Honestly the worst customer service I've ever received. My coffee machine has been broken for over a year. I paid for a new one over 6 months ago, because they couldn't fix the old one (each coffee machine is several thousand pounds from Gaggenau). They have taken my money and still haven't provided a delivery date - continuous excuses - apparently I'm top priority, but they haven't had a coffee machine in the UK for the last 6 months???? The worse part is I get a response every 2nd email (if I'm lucky) when asking where my product - I only ask every 3-4 weeks. They think it's reasonable to take their customers money, not provide updates and not answer emails - what a joke. I was supposed to speak to one of their team today, but conveniently he stopped responding to my emails when I asked for a phone number to call him on. Worst customer service of any appliance company. If you look at the other Trust Pilot reviews it's all 1 stars, they evidently don't care about their customers....Do not buy.

DO NOT LET THESE PEOPLE IN YOUR HOME. I booked a repair for a hob with all details (date of purchase, FD number, serial number etc). Engineer failed to turn up. Then turns up a week late and says the hob is obsolete (NEFF) so you will need a new one. I thought that was that so I went to work, whilst I was gone, the engineer then demanded my wife pays £ 99 before he leaves.

After many emails and calls of complaint I finally get a reply via email saying "senior managers have reviewed the case and they think its OK to send engineers out on jobs when they already know the product is obsolete"

I will take them to small claims court.

Just like many of the other reviews on here, BSH Absolute scam - AVOID NEFF, SIEMENS, BOSCH and BSH HOME APPLIANCES LIMITED

You know when you receive bad service and then you look at Trustpilot and go "oh, I see, its not just me". I mean, what are they doing? Who 'runs' this company? We purchased a lot of Gaggenau appliances and BSH, part of Gaggenau, obviously handle after sales. Our wine cooler failed so we called Gaggenau customer service which in the UK is operated by BSH. Firstly we had to wait 2 weeks for somebody to come out - not great when all of your liquids are not cooled (not just wine of course, soft drinks, water etc), then the guy that came out didn't want to lift a finger until we proved it was under warranty. I mean, surely they have a serial number and a database, what year is it? He simply said it had failed and needed to be exchanged. He said it's in stock so should only be another couple of weeks until delivery (if it's in stock, why a couple of weeks?). Then nothing happens. We chase BSH and they say its with Swiftcare deliveries, you call Swiftcare and they say they haven't got any orders. You call BSH back & they need to look into it. We received an email saying "they are waiting for the sales team to allocate a date they can send the product to Swiftcare". That was 2 days ago. It's now a month since we first contacted BSH about the failed appliance and we're still no wiser as to when a replacement will arrive and still have warm coca cola.

The problems seem to be:
(1) The customer service team can't see anything on their system, don't know what is going on, and never call back when they say they will. Management need to look at their CRM or whatever software they use because it doesn't work.
(2) The lead time between an appliance breaking and somebody visiting is too long.
(3) The lead time between the eventual visit and a replacement appliance is too long.
(4) Communication at all times is non existent, see (1).

NEFF T47TD7BN2 hob ordered on 8th October 2021.
NEFF were advising 7 to 10 weeks delivery at order date.
23 weeks later still no hob.
NEFF contacted numerous times via telephone, Twitter and Trustpilot and were requested to provide anticipated delivery date for this product.
Plenty of excuses provided but not one attempt by NEFF to provide an anticipated delivery date.
Standard response is that retailer/supplier is the best source of information on the order, however retailer/supplier are not provided details either.
Be warned when buying a NEFF product, they will take your money, then leave you in limbo and not provide any advice of anticipated delivery dates.
Extremely worrying that a manufacturer cannot advise an estimated delivery date on a product ordered 23 weeks ago, suggests that their supply chain and production planning is in an absolute shambles.

This company is a total waste of time, unable to fix Neff product as product no longer in production. Engineer would not ring back to confirm fault or would confirm how the hob could be taken back out and replaced. Keep away and use local engineers

Charge £99 for a "repair" they were unable to complete due to component obsolescence, so what on earth is the point in detailing this : from their repair T's and C's if they cannot be bothered to check if the repair is even possible.

"number and the FD number is a code which tells us the production date of the appliance".

Oh, and they "gave" me a £50 voucher to help with the cost of a new appliance! That'll help.

Avoid this mob.

~RIPOFF

Customer service is terrible! Spoke to a manager called Michael that did nothing to help it’s Christmas I have no microwave an engineer came out to fix it and didn’t do the job properly, I called up and asked for another engineer to come back to fix the job and the engineer didn’t turn up the manager then re-booked me in for the New Year’s he had no sympathy no apology it’s disgusting. He had the nerve to say go with a different company if you’re not happy!

The worst repairer I've had to deal with. I was trying to book a repair for my appliance which I have a warranty plan for. On my first call they could not book my repair as it is a gas appliance and the gas repair team would call me in a few days. I had no calls for 3 days so called again and told they couldn't book it on the phone and would call by the end of the week. 4 days later no calls so I call again and told they would call when available. At this point I complained and talked to a supervisor. I got a booking for 3 weeks away which is unacceptable when I can't cook until its fixed so I've had to sort another way.

This is a terrible company. They sell expensive high end products but their customer service is terrible. They do not give a hoot about customers.

All they care about it money in. Once sold they do not care and are rude. I would never by NEFF products again.

Contacted them re a Warranty replacement. Absolute Joke! Pushed from pillar to post, empty words no care or interest. 6 weeks to get a repair and still no honest apology that their customer service was sub-standard. Both Siemens appliance have issues Washer and Tumble Dryer - stay away unless you want hassle

Worst! No service! Opposite of luxury!!! This company sells luxury brands and offers ZERO service post sale. Expensive to buy and when I received my 33k worth of appliances 4 months later snd the 13k range was defective The customer “service” was RUDE - their system is in “transition” - I was told I couldn’t get my non-functioning range looked at for a MONTH and when I asked for an alternative option I was treated rudely- and literally cut off! I spent hours chasing down solution and I still don’t have one - I wrote to the link on website and they suggested I go back to the same maze- this is just WRONG! I would never buy this brand again what is the best day to get together I plan on legal action if they don’t honor warranty in timely fashion- vendor is saying I have 30 days but the manufacturer won’t even service me in 30 days- opposite of high end experience!!!