Why does the customer have to confirm to the Central Technical Support team that something is wrong with the IT Product?

The quality of issues reported by customers strongly depend on the respective technical level. All what Bosch Technical Support is asking for is some clear evidence for the reported failure, such as screenshots, detailed failure description (system beeps, LED is blinking), logfiles. Quite often, a customer requests a hardware replacement of a component or even of a complete unit but the real reason for a solution malfunction is something different, such as software issue, network problems, misconfiguration.

This way of working does not create any delays in the process if the required information is already provided when the issue is reported the first time. The information is needed to clearly identify the failed part, which in turn then allows fixing the reported issue with the first attempt. It helps to avoid sending out the wrong part(s), analyzing the issue repeatedly etc. Thus, in the end, it saves time and money.