MIELE WASHING MACHINE WARRANTY ISSUE

Harrierjumpjet74

Hi all, need some help... i have had this product 8yrs with a 10yr parts/service warranty after three callouts by Miele the engineer has now condemned the unit saying the drum has failed. Miele are saying its not covered to be fixed as they say in there experience a replacement drum will fail.Am i wrong in saying they should replace my machine? its covered 5000 hrs out of its 10,000 hrs life span and none of the exclusions fall under there small print...
they have offered a 50% off our next unit which is great but surely if they can't fix the unit it must be replaced. why give you a 10yr parts and service warranty which they can't forfill...  

tehone

Do you have a link to the full T and Cs of the warranty

EssexExile

Mine says "If in the opinion of miele an appliance is beyond economical repair, Miele reserves the right at its sole discretion to provide the customer with a new appliance of equivalent specification".

I'd say from that that they owe you a new machine. However, further down it says that if they give you a new machine the guarantee is ended, so new machine without a guarantee. 

neilmcl

EssexExile said:

Mine says "If in the opinion of miele an appliance is beyond economical repair, Miele reserves the right at its sole discretion to provide the customer with a new appliance of equivalent specification".

I'd say from that that they owe you a new machine. However, further down it says that if they give you a new machine the guarantee is ended, so new machine without a guarantee. 

How do you get to that given they clearly state "Miele reserves the right at its sole discretion". To me that's one big get out not to replace the machine.

neilmcl

Harrierjumpjet74 said:

Hi all, need some help... i have had this product 8yrs with a 10yr parts/service warranty after three callouts by Miele the engineer has now condemned the unit saying the drum has failed. Miele are saying its not covered to be fixed as they say in there experience a replacement drum will fail.Am i wrong in saying they should replace my machine? its covered 5000 hrs out of its 10,000 hrs life span and none of the exclusions fall under there small print...
they have offered a 50% off our next unit which is great but surely if they can't fix the unit it must be replaced. why give you a 10yr parts and service warranty which they can't forfill...  

Take the 50%, it's the best you're likely to get.

[Deleted User]

I don’t understand, if it’s under warranty it should be replaced or repaired?
 

EssexExile

neilmcl said:

EssexExile said:

Mine says "If in the opinion of miele an appliance is beyond economical repair, Miele reserves the right at its sole discretion to provide the customer with a new appliance of equivalent specification".

I'd say from that that they owe you a new machine. However, further down it says that if they give you a new machine the guarantee is ended, so new machine without a guarantee. 

How do you get to that given they clearly state "Miele reserves the right at its sole discretion". To me that's one big get out not to replace the machine.

I took it as an alternative to a repair but you may be right. One for the lawyers!

EssexExile

Deleted_User said:

I don’t understand, if it’s under warranty it should be replaced or repaired?
 

Another clever piece of wording by Miele, it's not under warranty, it's covered by a "service certificate". The warranty lasts two years only.

Harrierjumpjet74

Cheers all, confused me big time, there are now saying all the equivalent units are out of stock..😂😂 so they have now offered me a unit that’s in stock Which retails for £1400 for £550...
by the time I go to a small claims court it will end up costing me more I think..

Harrierjumpjet74

EssexExile said:

Deleted_User said:

I don’t understand, if it’s under warranty it should be replaced or repaired?
 

Another clever piece of wording by Miele, it's not under warranty, it's covered by a "service certificate". The warranty lasts two years only.

Exactly my friend... the way I see it is if you give a parts warranty for 10yrs and they are available they should be fitted. She said it’s 6hrs labour at £135 per hour plus the drum and bearings at £650... so then give me a new unit which costs nothing to them job done...
by the way there insurance company is domestic and general (!!!!!! company)

EssexExile

Domestic and General are fine, it's what Miele are paying them for that is the problem!

It doesn't take 6 hours to change a drum, I can do it in 2. But in the situation you are in I'd take their offer, assuming the new machine comes with the 10 year warranty (even if it isn't as good as we thought it was). Thanks for letting us know that Miele aren't as wonderful as they would like us to think they are.