Naab & Mohring

Rude office staff who sounded bothered each time I called and never returned my phone calls, two inept technicians with two different diagnoses (neither of which ended up being the problem), no parts in stock, and 43 days of waiting. After speaking with friends and family, it turns out my experience was the norm for them. Don’t bother calling Naab & Mohring! Here’s what happened:
I purchased a Bosch Ascenta dishwasher in late June from Orville’s in Buffalo, NY and had it installed in August. Less than four months later, the «rinse aid» light began flashing and the machine wouldn’t turn on. I initially called the service department at Orville’s, where I had purchased the dish washer, but learned that it would be nearly two weeks until a technician could come out (at which point we’d be out of town for the holidays). Orville’s recommended that because the machine was still under warranty, I could contact Bosch to find the names of Bosch-​certified repair companies who might be able to come sooner. I called the first one, Naab & Mohring, and really wish I hadn’t.
* ¹²⁄₉ — Called to request a service visit. Got an appointment for ¹²⁄₁₁ and was told I’d receive a phone call that morning with an anticipated arrival time.
* ¹²⁄₁₁ — Got a call just before 8am saying a technician would be out «first thing.» Thankfully I work from home and didn’t have to rush back on short notice. «First thing» meant 10:30, when a young technician (maybe 18) rang the bell, gave no introduction, tromped through my house with snowy shoes and glazed-​over eyes. After tinkering around (which involved unhooking a hose that sent dirty water down onto the basement floor near my clean laundry), he announced I was «all set,» which I thought meant it might be fixed. When pressed further, he reported that the problem was a faulty door latch and that it would be 2 – 10 days for it to arrive.
* ¹²⁄₂₆ — Received a voicemail that the part was in. I called back one hour later and left a message that I’d like to schedule an appointment to have it installed.
* ¹²⁄₃₀ — After not receiving a return phone call to set up an appointment, I called Naab & Mohring again and scheduled an appointment for ½
* ½ — A second technician came out, this time introducing himself and removing his snowy shoes. After checking out the machine, he informed me that the wrong part was ordered, apologized, and said he’d expedite the ordering of the correct part. Throughout all of my interactions with Naab & Mohring, this was the only staff member who was polite, apologized for the inconvenience, and seemed to be genuinely interested in resolving the issue.
* ¹⁄₇ — I called Naab & Morhing for an update on the part order and left a message.
* ¹⁄₈ — After not receiving a return phone call, I called again and spoke to a nice-​sounding guy who reported that a part shipment had just come in, and that he’d call in the morning after they’d gone through the delivery and confirmed that my part was in.
* ¹⁄₉ — After not receiving the promised call in the morning, I called N&M again. The part — the door latch — was in, but the circuit board was not. Since this was the first time I had heard anything about a circuit board issue, I asked if the second technician had done further diagnostics to see if the first one misdiagnosed the issue, and why I hadn’t been made aware of either the error or additional diagnosis. The receptionist said she’d check with the second technician and call back that afternoon.
* ¹⁄₁₀ — After not receiving the promised phone call the day before, I called to follow up. The receptionist confirmed that the circuit board was part of the issue, but that it was on back order for at least two weeks. At this point, over a month since my first phone call and lots of waiting still to be done, I called Orville’s again and scheduled an appointment for ¹⁄₂₂.
* ¹⁄₂₂ — An Orville’s technician came out and fixed the dishwasher in less than an hour. It needed a start switch and a control unit, both of which he had in the truck — not a door latch. I called Naab & Mohring to cancel the part order and no one questioned why.