Verified: 22 March 2026 09:15 pm CET
Industry: Home Appliances & White Goods (BSH Group)
Jurisdiction: Germany
Primary Regulator: General Consumer Protection Law
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent “appliance repair” phone numbers, sending unverified technicians to your home who demand exorbitant cash payments upfront. Bosch staff and authorized BSH technicians will never ask for your MyBosch account password, or demand you pay a repair invoice via a generic payment link sent via SMS.
Level 1: Customer Support (Kundenservice)
- How to complain:
- For Statutory Warranty (Gewährleistung/Defects on purchase): Stop! You must complain directly to the retailer (e.g., MediaMarkt, Amazon, local kitchen studio) where you bought the appliance. Bosch is not your legal contractual partner for the initial purchase unless you bought it directly from their online shop.
- For Manufacturer Guarantee (Garantie) or Repair Services: Call the central Bosch Home Appliances Customer Service at 089 / 69 339 339 or email bosch-infoteam@bshg.com. (Always have your appliance’s exact E-Nr. and FD-Nr. ready, usually found on the inner door sticker).
- Source Verification: Kontakt - Bosch Hausgeräte
- Availability: The central customer care and repair booking hotline operates Monday to Friday from 07:00 to 22:00 (CET), and Saturday/Sunday from 08:00 to 18:00.
- Timeline: Bosch typically requires an authorized BSH technician to formally diagnose the appliance before customer service can authorize a “goodwill” (Kulanz) repair or guarantee claim.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your dispute by sending a registered letter with return receipt (Einschreiben mit Rückschein) to the legally responsible party:
- For Purchase/Defect Disputes: Send the Mahnung directly to the Management Board of the Retailer.
- For Manufacturer / Direct Shop Disputes: Address it to the Management Board, BSH Hausgeräte GmbH, Carl-Wery-Straße 34, 81739 München, Germany.
- For Disputed Repair/Spare Part Invoices: Address it to the Management Board, BSH Hausgeräte Service GmbH, Carl-Wery-Straße 34, 81739 München, Germany.
- Source Verification: Impressum - Bosch Hausgeräte
- Timeline: A legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Stop! Do not send your complaint to the Universalschlichtungsstelle. BSH Hausgeräte GmbH explicitly refuses to participate in voluntary consumer arbitration boards in Germany. Sending your dispute to an ombudsman will result in an automatic rejection and waste your time.
- Source Verification: Impressum / EU Dispute Resolution - Bosch
- Timeline: N/A due to the company’s refusal of out-of-court arbitration.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) to evaluate whether your claim falls under the retailer’s statutory warranty or the manufacturer’s guarantee.
- Source Verification: Verbraucherzentrale
- Court/Arbitration: Because BSH blocks arbitration, your only legally binding escalation path is to initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against BSH Hausgeräte GmbH, or file a civil lawsuit at the local district court (Amtsgericht München).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is your retailer refusing to honor their Sachmängelhaftung for a faulty Bosch washing machine, or is BSH Hausgeräte ignoring your guarantee claim for a broken fridge compressor? Reply below (do not share your passwords, full E-Nr. identifiers, or PINs), and our community will point you to the right legal templates!