I recently bought a Bosch router which is a great item, however I needed some information on how to purchase an accessory and used their website forum to post a question, I didn't get an answer for two weeks and the reply said that they "would look into it".
I then tried their customer helpline and they said they'd call me back and then didn't, I called again several times and was basically given the bums rush. To this date I haven't had any help from any of their help services.