Called them only because my BOSCH factory service tech next available appointment would be in 3 wks. My dishwasher had an E15 error code, a leak. The tech came in 2 days, pulled out washer to investigate etc. Seemed a little puzzled as to where it leaked from. Diagnosed it to be from the sump / heater / pump. First service call $237.24 set up next appointment when parts arrived. I was told tech will arrive between 9-10 am. (note never showed up before 10;30 am on any of the service appointments). 2nd service tech arrived with the parts, replaced & reinstalled dishwasher back into place. I was told to try 2 back to back cycles to make sure all is good. $467.92 later tech left & I ran first cycle. 15 min later same error! Called service dept. to inform of the issue & set up 3rd service call. I explained my schedule & how Friday was fully open for me & to make sure he came with all the parts that might be the problem. Never got a call back until the next day, which made Friday to late. Came Monday, found the leak (water inlet) common on this machine, but of course didn't have it with him. Took old one off & said he will be here next day@ 8:30, because I told them I have appointment @ 9:30 AM & need to leave. Next day Tues tech called @ 8:55, I told him he said 8:30 & I was leaving now & canceled the appointment, put a stop payment on my chq and ordered my own part from "reliable parts" ( great company) $31 include tax. installed it myself in 20 mins. re leveled & squared up dishwasher ( which was put in sloppy by tech on last call). Ran machine with no more faults!!
But we did notice a bit of a clicking sound when the door was opened & almost all the way down. Investigated & found that when the Tech removed the front door panel to replace the perfectly good pump / heater etc., he "misaligned " the hinge on the left side pin! Right side is fine. I will need to remove door & check for any damage & realign it properly. TRAS mgr. was told he can come pick up those perfectly good part.
Gary did say that there would be no further charges & that he had ripped up my check. He would send over the tech to pick up the parts the next day, which he did.
Follow up on hinge issue. I purchased 2 replacement parts (Bering $13.22 & Guide $14.77) in case I needed them during my investigation repair on TRAS service repair! Glad I did, see attached photos! I pulled out the dishwasher so I had access to the hinges & pulley system, & removed the front panel cover, carefully disconnecting the control wiring connectors. I found the left side plastic bearing clip damaged & the silver metal underside cover on the door itself badly deformed where it dovetails with cover panel & hinge area. This was causing the clicking sound & noticeably rough opening of the door. I removed the the damaged cover & with my hammer,metal punch set & pliers straightened out the cover & properly aligned it the door & refastened it. I also removed the hinge so I could replace the plastic bearing, which may have been broken during the service tech banging on the cover ( which he deformed), or during the operation of the door due to the misalignment of the cover. Put everything back together & the door operated smoothly & silently, like new! All in all between doing the water inlet replacement & fixing the door hinge issue i spent about 3 hrs + 1 hr travel for parts & $46.38 for parts including tax.
All in all they were the worst service experience I have ever had & I urge you to look elsewhere for service if you need it. Stick with the factory tech from the manufacturer. Like I told the TRAS service manager, i dont want someone learning on my machine!!!
- Approximate cost of services:
- $237.29
- Company Response
Some things I considered from your review to be equally fair to the technician and our companyTras.
1) When the technician came the first time, first visit 10/12/2023 he could not see or find a leak. Leaking from a component would have been visible but there was no evidence to justify a leak so from his experience 12 Years in the business (technician is 35 years Old, he is not an amateur technician)) it was deduced that the sump/heater/pump could be the culprit, a problem he saw previously from experience. You paid $237.24 for the service call and diagnostic. Any trade in the appliance business will confirm that intermittent leaks are difficult to diagnose.
2) On the second 11/09/2023 visit a new sump and wash motor/heater assembly were replaced (these new parts are still in the dishwasher valued at over $200.00, they were never removed, the technician picked up the old parts removed from your dishwasher) this second visit . You paid by cheque $467.92 which was never cashed as promised by Gary because you called again on the same day to say the error message water tap was still displaying. This customer now has newer parts better than the old parts that were removed. New parts were never removed from the product. This customer never paid for newer parts valued at over $300.00. Our company did the right thing by not cashing his cheque for $467.92. We advised this customer to monitor the repair with the intent to follow up and solve the problem if it re-occurs.
3) On the third visit, 11/13/2023 the technician returned to recheck and found that the inlet water valve was leaking. The technician could not clairvoyantly figure out what parts would be needed until he is at the location. Technician was expected to have this part, but technician do not carry every part for appliances in their truck because they work on all Brands all manufacturers and this valve is not a common part that fails often. Technician could not bring all parts for a problem that is not visible or observable. He advised we had to order the inlet valve and return. WE Have never refused to complete the service successfully, we were never given the opportunity because when this customer found out the problem that we diagnosed, the idea of doing the work himself to save money became the path he took, cheating our company of all the time we spent on the job. This customer would not have been able to find the problem himself, that why he called for service. we diagnosed this issue.
4) On the fourth appointment set for 11/14/2023 technician called at 8:50 Am that he was on the way, and the technician was advised not to show up because he was not on time at exactly 8:30AM and the customer said he would purchase the valve on his own and replace it himself. If the technician was given the opportunity without such a tight time of arrival to return, all the other issues you mentioned would have been resolve like the levelling, alignment of hinge because he was returning to complete the repairs and had to remove the dishwasher again. NOTE: There is no evidence that the hinges, cables, and guides were damaged by the technician. This is just an issue brought up without surety, proof, so that this customer can elaborate without knowledge not knowing that the BOSCH DW has a quality recall issue with the springs and hinges on the door and if he had given us the opportunity to return , he may have stood a chance to get concessions from BOSCH. Any noises this customer heard was not linked to the door issues. Door is not touched when heat pump and sump is replaced.
5) On timing, in the appliance repair business just like Bell Canada and Consumer gas specific time of arrival is not given because technician go from one job to the other never knowing what they will encounter on these jobs, repair wise. Almost all companies give time ranges from 2—4 hours, some you must wait home a whole day. It is not a regular job where you show up at 8:00 spend all day at one location and leave at 5:00 PM. Each job a technician goes to requires uncontrollable events, like traffic and type of repairs.
6) It’s wrong to conclude that the technician is inexperience when you have not seen his resume and length of service. I could conclude without seeing this customers resume that he is not good at what he does in his job and from this review I could also say he is very narcissistic and his method at his job must be questionable from an HR perspective. I could be wrong because I don’t know this this gentleman well enough to access his ability and he should not assess the technicians experience or mine or anyone else without accurate facts and data. We would also recommend that no other service company service this customers machine.MIKE ELSTON