More praise for Miele Customer Service

It sounds like it’s rather rare by all accounts, that one needs to contact Miele Customer Service, so we were rather surprised to hear that Steve of steveellwood.com was having problems with the hose on his Miele vacuum: “As you moved across the room, suddenly the suction would cut off. I duct taped the biggest kink point. Helpfully, it then started kinking elsewhere.”

Trouble afoot – but luckily, rather than put up with his hose kinking him to distraction, Steve popped online, filled in the rather “awful web contact form” and settled down to wait for the inevitable lack of response… He takes up the story here:

“They replied by a personalised email within 30 minutes, and told me to ring the service department, giving me the right number to ring. I rang this morning; an easy call gate ‘Press 1 for vacuum parts’, and I was talking to a helpful named individual. ‘Yes, this type of failure is unusual. Your vacuum serial number was sent into the retail chain a little over 2 years ago, so you may well have had it less than 2 years. Give me your address, I’ll send you a free replacement hose’”.

Which all in all left a very happy Steve. “The vacuum is great. I liked the service attitude and response even better. Would I recommend a Mìele vacuum? I just have.” Much obliged sir!

posted 18 September 2008 in Vacuum cleaners

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Comments

  • MRS ANNEMARIE FRIZE 03 December 2008 10:23 am

    IM NOT QUITE SURE IF I AM DOING THE RIGHT THING WHEN TRYING TO SEND THE EMAILS.
    PLEASE CAN YOU TELL IF IM NOT DOING IT PROPERLY.
    ANNEMARIE

  • Matt 04 December 2008 5:18 am

    Hi Anniemarie,

    Don’t worry. We’ve received your email and will do our best to answer your warranty query.

    Matt.

  • Albert Topliss. 17 April 2009 6:08 am

    We have just purchased a Miele vacuum cleaner. To deal with the process of choosing the correct model, I telephoned your Customer Services dept., and a Ms. Lucy Webb dealt with my needs. I can only say that I was overwhelmed by the tremendous efforts that she made to ensure that we found our exact requirements,which enabled us to go ahead with confidence to chose the best model for our purpose.
    Sincere thanks to Miele, and especially to Lucy Webb, from my wife and myself.

    Yours faithfully,
    Albert Topliss.

  • Jack 20 April 2009 6:01 am

    Hi Albert –

    Thanks so much for your feedback. We’re really glad everything went so smoothly for you, and rest assured we will be passing your comments to the Miele team, and Lucy specifically.

    Thanks a lot

    Jack

  • Brian Mansfield 01 May 2009 5:12 am

    Hi Jack,

    Hi Albert,

    I hope nothing goes wrong with your machine, as Miele service is poor
    We have waited two weeks for Miele to fix a new fridge ,only to be told the service engineer does not carry parts. they then tell me that the parts are in stock. But thy cannot get a service engineer, then told by manager part has to come from Germany

  • Jack 01 May 2009 7:59 am

    Hi Brian –

    Sorry to hear your experiences were so different from Alberts. Rest assured though I have passed on your message to Miele customer services and they will be in touch either today or early next week.

    If there are any more problems, or the situation is fully resolved – do let us know…

    Thanks a lot

    Jack

  • John Carey 26 November 2009 3:18 pm

    Looks like Miele has lost the plot supporting its fridges, reported fault 5 November, engineer came eventually 16 Nov, no experience or equipment – left without fixing it.

    They made new appointment for 27 November, now postponed till 4 December! My official complaint on 17 November has been ignored.

    ‘Premium Service’ ‘aim to visit within 3 days’ – I don’t think so.

  • Jack 27 November 2009 7:34 am

    Hi John,

    I am very sorry to hear about the trouble you’ve had and apologise for any inconvenience this may have caused you. If you want to email your contact number and any other details to [Lauren@foreverbetter.co.uk] we will pass it onto Miele who will be in touch as soon as possible.

    Jack

  • Richard Lander 01 August 2010 5:39 pm

    I have to echo the last two comments. Miele has clearly lost the way with refrigeration.

    When our freezer broke down after a few months’ service we were told that it would be 2 weeks for an engineer (against a promise of a 3 day service). After much complaining he came a little earlier but did not have the parts. A fortnight later the parts came but the repair lasted just a few hours – just long enough to stock it up again and lose another lot of food. Then it took weeks for a replacement – almost 6 weeks in total with no freezer.

    Following our complaint the request for a written explanation has never come, despite numerous reminders.

    The fridge (the same age) has fairly persistently frozen things, as well as the hinge falling apart on one occasion and regularly leaking water on our wooden floor. Three engineers’ visits later, still the same problems. I did get a glib written response to my complaint, ignoring the previous problems with the freezer altogether.

    Unfortunately the customer service is worse than the machines – one gets the impression that they have a defensive script from which they do not budge.

    I wrote over a fortnight ago asking for a proper explanation, failing which litigation would be commenced. The response? Not even an acknowledgment.

    Beware.

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