Thought I’d post a cautionary tale regarding my near new you beaut premium Miele front loader (Choice recommended).
In early March it stopped responding to controls in accordance with the instructions.
Called Miele and after the inevitable ‘long wait…high demand blah blah’ recording that seems to be increasingly common of late I explained the issue. Their solution was for me to empty the water (easy but inconvenient and messy, and you need to be able bodied) which should unlock the door and I could then reset and just carry on using the machine. The fact that it wasn’t working correctly appeared lost on them to the point that they appeared to not want to know, and only when I insisted on getting a technician was I transferred to another recorded message loop harping on about ‘long wait…high demand’ etc.
Eventually I was able to book a visit from a technician in…THREE WEEKS!
Who goes without a washing machine for that long?! It’s not like I can just go and buy another one to tide me over or drive 20 min to a friends place twice a week for three weeks to do an hour or so of washing before or after work. Luckily there are no small kids in the house. Then came the helpful suggestion that I could organise my own appointment, at my cost, with an independent service technician for a machine that’s under warranty. Miele wouldn’t give any indication of time until, late yesterday afternoon two days (!) before the technician is due, I get an sms. Unfortunately it’s a time of day I can’t be home.
Not to worry though, the sms says I can go online to change the appointment so I try this but it simply tells me ‘the service visit is currently being prepared’ and there’s no option on the page other than to read this meaningless message. There’s a phone number but alas the page tells me it’s only staffed on weekdays. I try calling the number anyway and after ‘long wait…high demand’ etc the recorded message tells me the number is only staffed on weekdays…and Saturdays. Thanks Miele for your poorly maintained website. I eventually talk to someone who tells me they can see my appointment but can’t do anything to change it so someone will have to call me.
I ask if the service side is managed by Miele or a third party (which I expected) and to my surprise this is all Miele’s best work .
So that’s my long winded experience with the premium Miele brand’s aftersales service so far. Not only is it unhelpful, it’s an unhelpful circus. Or…aftersales service that isn’t.
May you all fare better .