SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20200131-95167-1944200. Severity: Incident, No Injury. Product: Bosch SHP65T (Bosch Dishwasher Model # SHP65T Serial # 9409031302). Incident: My husband and I have a Bosch dishwasher, that suddenly stopped working. We contacted Bosch customer service, who gave us the name of a Bosch approved service provider in our area ([REDACTED]) and we had that provider out. After looking at the dishwasher, [REDACTED] determined it was a faulty cord, and advised us this is an active recall issue in our exact dishwasher model. The cord was completely charred - THIS COULD HAVE STARTED A FIRE IN OUR HOME, AND IN FACT, OTHER MODELS WITH THIS ISSUE HAVE STARTED FIRES, HENCE THE RECALL. While the [REDACTED] service provider was still at our home, my husband and [REDACTED] again called the Bosch customer service, and they advised us our model's serial number was outside of the recall, but we can still submit a claim if we provide purchase and service receipts. They emailed my husband with a list of items needed for such a claim and all such items were submitted. THIS EMAIL DOES NOT SAY PHOTOS OF THE DISHWASHER OR SERVICE ARE REQUIRED, NOR DID [REDACTED], THE BOSCH APPROVED SERVICE PROVIDER, KNOW ANYTHING ABOUT TAKING PHOTOS. I have this email and can provide it. As such, no photos were taken at the time of service. About a week later, we then received a call from Bosch customer service that we needed pictures of the cord prior to the service being done for this to be covered. Of course at this time, it was too late to get such photos, and their customer service denied our claim. This repair was half the cost of a new dishwasher. When asked, the customer service department would not even provide a written explanation of why our claim