Mr Appliance

This is a very customer service focused company. Appointment was easy to schedule and they came out fast and on time. I first called Bosch repair as I figured corporate would be the best way to go. Big mistake. I should have called Mr Appliance first. Our tech, Nory was the best. Extremely polite and explained everything. Very careful with the floor and surrounding cabinets. Our unit needed a new sump pump. He ordered the part and had to return to install it. He stayed to test and make sure the unit didn’t leak. The unit is running with no issues. I will always use Mr Appliance to service all our appliances. Thank you!

Unreal. Do not order service from these clowns because you will get none. 3 weeks now and my dishwasher is still broken (top of the line Bosch less than a year old). I called Bosch and they said that it would be 3 weeks before a factory technician could come so they recommended Mr. Appliance as an alternative. I woud have been better off waiting for their factory technician. It first took them days to get them to understand that Bosch had already authorized them and recommended them. Was on the phone back and forth with them and Bosch. When they finally came out, the technician "diagnosed" the problem and said they needed to order a part. When the part arrived 3 days later, the said they couldn't schedule me until after the weekend (this was on a Thursday). When the technician came again, it turned out that he needed yet another part. Here's where it gets really bad: I waited a week for the part. Finally I called and asked for a tracking number and was told they would text me later that day. They didn't. I called again yesterday and was told the part was ordered yesterday because they were waiting on authorization from Bosch. Complete lie. Bosch had authorized this repair weeks ago and even if they needed additional authorization, I am sure that they only got it because I called them asking for a tracking number. The technician had told me the last time he came that he was ordering the part. Now, despite all of this, they call me this morning and say the part arrived and said they could schedule me for tomorrow. I informed them I wouldn't be here tomorrow and I would like to be scheduled today and that they needed to make an exception given that I've been waiting 3 weeks. They refused. There is mold growing in my dishwasher. My family of 4 has been washing dishes by hand for 3 weeks. Both me and my wife have been on the phone for over and over again. All this because of their incompetence. I wish I didn't have to deal with them anymore, but now I am locked into getting this dishwasher fixed with them and I don't even know if they'll ever be able to fix it. Doesn't seem like it.

I am extremely disappointed with the service experience surrounding my Bosch dishwasher. The dishwasher developed an E20 heating error. The technician diagnosed the problem as a faulty heat pump, and I then waited more than a week for the replacement part to arrive. Once installed, I was told the dishwasher was fully repaired. However, on the very next wash cycle, the same problem remained. The dishwasher still did not heat properly, there was no steam at the end of the cycle, and the E20 error returned. After scheduling another visit, I had to push the technician for answers before being told that the newly installed heat pump was supposedly defective and that another heat pump would need to be ordered. Frankly, after more than three weeks without a working dishwasher, I have little confidence that the root cause has been correctly diagnosed. I am now being asked to wait yet another week or more for another heat pump, despite the fact that the original repair did not resolve the issue. We are traveling shortly, and upon our return we will have eight family members staying with us and not having a working dishwasher scares me. To make matters worse, the technician caused cosmetic damage during the repair process. Instead of properly removing the dishwasher, he loosened only the top mounting screws and then pulled the appliance forward, tearing the rubber trim around the side mounting screws. I now have visible damage to a machine that still does not work. Communication and scheduling have also been frustrating. I have had to rearrange appointments multiple times because the technician was unable to keep to the agreed service times. The overall experience has fallen far short of what I would expect from a premium brand (Bosch) and their affiliated technicians. More than three weeks later, I still do not have a functioning dishwasher, the appliance has been cosmetically damaged during the repair process, and there appears to be no sense of urgency in resolving the matter. Both Bosch and the service provider Mr. Appliance need to do better. UPDATE 6/24: It has now been another week (more than a month and the machine is still not fixed). Mr. Appliance sent out a different technician. However after the heat pump was replaced AGAIN it didn’t solve the problem. Now a new part has been ordered, more waiting time. It has been more than a month of back and forth trying to identify the error and I am left without a working dishwasher before my whole family arrives. Utterly frustrating.

I selected Mr. Appliance/Neighborly because its online resources contained a precise and readable diagnosis of my dryer problem. The tech who made the service call was experienced, and he agreed with the online diagnosis but, given the age of my dryer, had to order parts. When he returned, he installed the new parts professionally. I would wholeheartedly recommend Mr. Appliance except that the cost of its service was quite high, and Mr. Appliance attempted to bill me for tax on the service charge contrary to my state law. That took five days or so to resolve.