Am I right to pursue refund/replacement of £900 dishwasher?

Natski

So bizarrely, I've just received a call from Miele. They've accepted full responsibility and said the machine shouldn't have failed in that way in 3.5 years, and they will replace it free of charge even though it's out of warranty! I'm speechless! 
Very happy, but slightly disappointed I now can't put my boxing gloves on and take on Costco. I may go back to them and accept their goodwill offer, which will just about cover the two engineer visits...😄

the_lunatic_is_in_my_head

A nice result If the Costco offer wasn’t dependent upon you returning the machine to them I can’t see an issue with taking their offer.

They should be covering any costs you suffer as a result of the goods not conforming such as the inspection (perhaps assuming it was done at their request/insistence).

Aylesbury_Duck

That's fantastic service from Miele.  I've often questioned the wisdom of spending so much on their products, given that I'm quite happy for a basic £300 dishwasher to last me five years before buying a new one, but that sort of service goes a long way to justifying their price model.

Natski

Yes I'm genuinely surprised at Miele, I thought at best they might offer a small discount off a new machine as a gesture of goodwill.
There was no expectation from Costco that we return the machine - they wanted nothing to do with any of it. 

Sandtree

Aylesbury_Duck said:

That's fantastic service from Miele.  I've often questioned the wisdom of spending so much on their products, given that I'm quite happy for a basic £300 dishwasher to last me five years before buying a new one, but that sort of service goes a long way to justifying their price model.

Personally dont think their prices can really be justified but thankfully there are various ways of getting reasonable discounts on them (yet to find an employee willing to share their 45% staff discount though) and whilst still expensive they do work exceptionally well so probably unjustifiable but can be stomached 

Thankfully only once had to rely on their service department and they too agreed to do a free out of warranty repair though in my case it was only 6 months out of warranty and the engineer blamed their poor operating instructions for the problem. In that case though they were also the retailer but their engineer advises they dont differentiate between direct customers and indirect.

Certainly a good turn out for the OP... I would have struggled saying that there is any form of promise that the appliances will last 20 years without any form of service etc but that's all become a moot point now.