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  • FIRST POST
    • Doc N
    • By Doc N 12th Jan 18, 2:45 PM
    • 6,691Posts
    • 19,570Thanks
    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
    • 9,473 Posts
    • 4,713 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
    • 3,598 Posts
    • 7,381 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!!!8217;t call them out once.
    • mersey
    • By mersey 13th Jan 18, 11:06 PM
    • 98 Posts
    • 946 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
    • 12,203 Posts
    • 8,247 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
    • 9 Posts
    • 2 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
    • 6,691 Posts
    • 19,570 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
    • 16,083 Posts
    • 12,166 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!!!8217;t seem to take any interest as it still hadn!!!8217;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
    • By Doc N 28th Feb 18, 4:53 PM
    • 6,691 Posts
    • 19,570 Thanks
    Doc N
    • #9
    • 28th Feb 18, 4:53 PM
    • #9
    • 28th Feb 18, 4:53 PM
    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
    • By Doc N 28th Feb 18, 5:22 PM
    • 6,691 Posts
    • 19,570 Thanks
    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.
    • missile
    • By missile 28th Feb 18, 10:19 PM
    • 9,473 Posts
    • 4,713 Thanks
    missile
    Where did you buy the appliance? A good retailer will assist you to resolve the issue.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home
    • Doc N
    • By Doc N 28th Feb 18, 10:56 PM
    • 6,691 Posts
    • 19,570 Thanks
    Doc N
    Where did you buy the appliance? A good retailer will assist you to resolve the issue.
    Originally posted by missile
    It's a detailed technical issue concerning an oven and a problem with the Pyrolytic cleaning system. Beyond the knowledge of John Lewis, I'm afraid (as most things are these days), and even Miele had to refer it to someone in the technical department for a proper answer.

    A more detailed manual would have helped, but it shouldn't be necessary to wait for 40 minutes every time you need to contact Miele - bearing in mind this is for all calls, of whatever nature, including service calls.

    They're still pushing out the same excuse they were using in January about a problem IT upgrade - and frankly, if they can't sort out a computer issue in their call handling, what hope have they got of sorting out software and firmware issues in their very expensive machines?
    • David Aston
    • By David Aston 5th Mar 18, 6:06 PM
    • 813 Posts
    • 542 Thanks
    David Aston
    Sorry to hear of your problems Doc. I have always found you very helpful on Water Softener decisions, and suchlike.
    We have stuck with Miele over the years because of longevity and decent performance. Certainly, like you, I have found actually trying to contact them very hit and miss. Is Abingdon in some altered dimension, when it comes to communications?
    • Doc N
    • By Doc N 5th Mar 18, 7:31 PM
    • 6,691 Posts
    • 19,570 Thanks
    Doc N
    Sorry to hear of your problems Doc. I have always found you very helpful on Water Softener decisions, and suchlike.
    We have stuck with Miele over the years because of longevity and decent performance. Certainly, like you, I have found actually trying to contact them very hit and miss. Is Abingdon in some altered dimension, when it comes to communications?
    Originally posted by David Aston
    Thanks. I've made contact with them now, of course, but it's the difficulty in so doing that I flagged up. It's pretty much the norm now to have to wait at least half an hour to get through to them, and that's just unacceptable for a company that professes to place such a premium on quality. Like this for example:


    "Miele Service

    Miele customers enjoy preferential treatment: thanks to our fast and efficient after-sales service operation which has been voted best in its branch of industry many times over. Even if you need personalised instructions on appliance use or professional cleaning of your machines, Miele will gladly make a home visit. We will always be there for you. That's a promise!"


    A huge joke when it's impossible even to talk to anyone without waiting 30-40 minutes!
    • Waldir
    • By Waldir 6th Mar 18, 5:59 PM
    • 162 Posts
    • 42 Thanks
    Waldir
    It took them a month to fix my 1 year old dryer... for a wire that broke out of its connector :/
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