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  • FIRST POST
    • Doc N
    • By Doc N 12th Jan 18, 2:45 PM
    • 6,463Posts
    • 19,350Thanks
    Doc N
    Miele 'customer service'
    • #1
    • 12th Jan 18, 2:45 PM
    Miele 'customer service' 12th Jan 18 at 2:45 PM
    Anyone tried to contact Miele lately about breakdowns of their products?

    Pretty much impossible to get through to them within a reasonable time now - 25 minutes so far and still waiting to speak to someone.

    Very expensive machines, but they obviously don't rate their customers highly enough to provide any sort of service.
Page 1
    • missile
    • By missile 12th Jan 18, 4:00 PM
    • 9,151 Posts
    • 4,477 Thanks
    missile
    • #2
    • 12th Jan 18, 4:00 PM
    • #2
    • 12th Jan 18, 4:00 PM
    Strangely that was my experience too. Paid extra for what I was told would be great Miele reliability. Broke down shortly after warranty expired. Their call out fee was I decided to replace it with Sansung.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home
    • Murphybear
    • By Murphybear 13th Jan 18, 10:14 PM
    • 3,362 Posts
    • 6,930 Thanks
    Murphybear
    • #3
    • 13th Jan 18, 10:14 PM
    • #3
    • 13th Jan 18, 10:14 PM
    We had a Miele washer dryer for 20 years, didn’t call them out once.
    • mersey
    • By mersey 13th Jan 18, 11:06 PM
    • 85 Posts
    • 321 Thanks
    mersey
    • #4
    • 13th Jan 18, 11:06 PM
    Miele
    • #4
    • 13th Jan 18, 11:06 PM
    Miele vented tumble dryer 11 years.Miele washing machine 10 years old,both running as new, no problems touch wood.
    • theonlywayisup
    • By theonlywayisup 14th Jan 18, 7:41 AM
    • 11,721 Posts
    • 7,914 Thanks
    theonlywayisup
    • #5
    • 14th Jan 18, 7:41 AM
    • #5
    • 14th Jan 18, 7:41 AM
    We are longstanding Miele fans and everything works and lasts a long time - with the exception of our very expensive fitted coffee machine. It is less than 18 months old and the engineer has been out half a dozen times. However, when I ring Miele, they are very quick to answer and arrange a visit. The last time I rang was just before Christmas and got straight through.
    • amadeus
    • By amadeus 15th Jan 18, 10:04 PM
    • 3 Posts
    • 0 Thanks
    amadeus
    • #6
    • 15th Jan 18, 10:04 PM
    • #6
    • 15th Jan 18, 10:04 PM
    The mistake we made when our Miele vacuum cleaner developed a problem (which turned out to be a design issue) was that we contacted Miele. We should have contacted the retailer, apparently, as our contract was with them. Miele were totally unhelpful.
    • Doc N
    • By Doc N 15th Jan 18, 10:50 PM
    • 6,463 Posts
    • 19,350 Thanks
    Doc N
    • #7
    • 15th Jan 18, 10:50 PM
    • #7
    • 15th Jan 18, 10:50 PM
    The mistake we made when our Miele vacuum cleaner developed a problem (which turned out to be a design issue) was that we contacted Miele. We should have contacted the retailer, apparently, as our contract was with them. Miele were totally unhelpful.
    Originally posted by amadeus
    Quite apart from the 25+ minute delay getting through to them on the phone, I also found them equally unhelpful.

    I had a very clear recording of odd clicking noises coming from the timer, and a minute or two with a technician would have established very clearly whether it was normal or a fault. I'm pretty sure it's a fault, but Miele callout charges are sky-high (see last year's below) and I didn't want to spend £125 if it wasn't a fault.

    Answer from Miele? We don't have a technical department, and there's nobody who can listen to the clicking noise to tell you if it's a fault or not. You'll just have to take a chance on the £125.

    Bearing in mind that this is a machine well within its 10 year warranty, and a machine that cost around £1000, this is pretty shabby 'service' and it doesn't impress me at all.


    Service Fees 2017
    DOMESTIC SERVICE RATES (valid from 1st August 2017) Incl. VAT
    Standard Labour Call Out (including first hour of labour) £125.00
    Labour Rate (per subsequent hour. Charged in 6 minute increments.) £ 75.00
    Estimate Call Out £ 78.00
    Late Cancellation / Failed Call (call is classed as Late cancellation if not cancelled before 18:00 working day before agreed appointment) £ 78.00
    Beyond Economical Repair (BER) Call Out £ 78.00
    Multiple Appliance Surcharge £ 30.00
    • hollydays
    • By hollydays 16th Jan 18, 8:54 AM
    • 15,756 Posts
    • 11,597 Thanks
    hollydays
    • #8
    • 16th Jan 18, 8:54 AM
    • #8
    • 16th Jan 18, 8:54 AM
    I had a weird experience with Miele a few months back
    It transpired that one of the telephone numbers they were giving out on their phone menu had one digit wrong - incredible oversight.
    When I pointed it out to them they didn’t seem to take any interest as it still hadn’t changed a week later.
    I had to ring them a second time and emphasise what I had found.
    Most companies would have investigated this pdq
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