Miele 'customer service'

Doc_N

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.

missile

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 :eek: I decided to replace it with Sansung.

Murphybear

We had a Miele washer dryer for 20 years, didn’t call them out once.

mersey

Miele vented tumble dryer 11 years.Miele washing machine 10 years old,both running as new, no problems touch wood.

theonlywayisup

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

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

amadeus wrote: »

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.

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

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

Doc_N

Incredible. Just having to call them again and it’s as bad as ever, weeks on. And they’re still blaming the IT ‘upgrade’ they were blaming 6 weeks ago.

Long delays answering the phone and long delays getting service engineers out to deal with faulty appliances.

This company sells at extremely high prices, and their service charges are astronomic.

No excuse for this shambles. Even Currys provide better service than this!

Should’ve gone to Bosch!

Doc_N

40+ minutes on the phone now, and still not connected to anybody - just their infuriating background music and the occasional 'we'll be with you shortly' message. :eek:

missile

Where did you buy the appliance? A good retailer will assist you to resolve the issue.