MIELE WASHING MACHINE WARRANTY ISSUE

EssexExile

Just resurrecting this thread to say that my Miele washing machine died 9 years and 9 months into a 10 year warranty. The service technician said it couldn't be repaired and I'd be offered a new machine at half price. A nice lady phoned me later with this offer, I asked if the new machine, which I'd be paying £500 for, came with a 10 year warranty. Being told that it only had a 2 year warranty I said I could get any one of several machines for that price that had much longer warranties than 2 years. She caved in and I now have a brand new Miele machine washing away downstairs at no cost to me.

The_Mounty

Thanks DJMC. Excellent work !!!  We had the same warranty wording. The washing machine bearing went, and the engineer said it was not economically repairable. We had the same issue, with Miele claiming that the “discretion“ word meant that they had the discretion to levy a charge for a replacement machine. I told them it meant no such thing but needed a working machine so paid this under protest and told them that I would recover this amount through a money claim online. I was about to commence that, when I came across your post. I approached them again and referred to your wording. Less than 24 hours later they agreed to refund me in full which they quickly did. Thank you. A shame they didn’t do this in the first place. I wonder how many other people have been charged by Miele for replacement machines…??

LNB2

Hi

Thank you so much DJMC for your brilliant post.  Our Miele was deemed irreparable last Friday and yesterday we were, at Mieles "discretion" offered a new machine from their website at full RRP but with a 50% discount.  They having referred me to clause 2.2 in the waranty contract.  I found this thread and simply quoted it in a contact with them just now and a new machine will be delivered with the balance of the outstanding warranty (4 years) at my convenience and at no cost to me.  I intend to take up this clear breach of the unfair contract regulations with John Lewis as it was because of this "peace of mind" warranty that we chose to buy this machine 6 years ago.  John Lewis emphasised this when the salesman put forward the case for spending a little more than we had intended at the time.

Murphybear

EssexExile said:

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.

They have a reputation that their washing machines can last 40 years.  I know someone who had a 40 year old washer.  She left in her flat in Holland when she moved back to the U.K.  

We had a Miele washer dryer, we replaced it after 20 years when we moved 200 miles.  We never needed a repair/call out in that time and washer dryers are usually less reliable than washers.  

We have a Miele dishwasher, full height fridge and freezer and expect them to still be running when we pop our clogs.  (He’s 74 next week, I’m 70  )

LNB2

Hope you achieve your wish Murphy bear....however our last miele washing machine broke irreparably at 10 years and a few months, so just out side the 10 year warranty.  This was a drum support issue.  The replacement broke, irreparebly, in the same way at just over 6 years.  We are not heavy users, the drum is never filled beyond 4.5-5 kg and we use the machine for about 500hrs/year.  I accept that some people have these machines for many many years but its not a given.

LFA247

DJMC said:

Here's the solution for those with the words "Miele reserves the right at its sole discretion..." in their warranty/service certificate T&Cs. Miele cannot use their "discretion" - please read my email to them today, below...

Thank you!  This was the best and most useful post I have ever read.  I have a Miele machine that is 9 years old and it started to whine/squeak on slowing from a spin.  After an argument with Miele, they finally came out to look at my machine and condemned it this Saturday.  The argument was that I had registered for the 10 year warranty and they 'couldn't find it'; I said if they are going to promise 10 years worth of warranty, they should have systems that can hold 10 years worth of records.  They had me going to John Lewis where I purchased the machine from, and to my bank to get a statement, neither of which I could do as they didn't go beyond 7 years.

The technician came out and said I has 9,420 hours worth of washing, so was still in my warranty terms.  He said he didn't know what they would do with regards to replacing my machine or offering me one at a reduced price.
I was fully prepared for the call, with all of the links and quotes from your post, and I received an email to offer me one of two replacements, no charge, they'll install it and take away the old machine!  Fab customer service eventually, but thank you for your very thorough post DJMC!