miele.de

Extremely disappointing support

UPDATE:Unfortunately, despite forwarding all requested correspondence nearly a month ago, I have still not received any response from Miele.Extremely disappointing support, unjustified charges, and alarming lack of leadershipAs a long-time Miele customer, I am deeply frustrated by my recently bought KMDA 7272 cooktop in Denmark and its persistent odor issues. Despite using all recommended filters and following all instructions, the problem continues—a fact that is well-documented on Miele’s own website.What stands out even more than the product flaw is the complete lack of competent leadership at Miele. Throughout my correspondence, I was constantly rerouted to different employees who seemed to have no decision-making authority or accountability. Responses felt copy-pasted and dismissive, with nobody willing or able to truly address my concerns. Even when I specifically asked to speak directly with someone in charge, my requests were ignored, and I was forced to deal with a revolving door of representatives who simply quoted the same rigid policies and threatened debt collection.Instead of providing real customer support, Miele insisted on sending a technician—despite this being a well-known product limitation, not user error or a defect. As predicted, the visit was pointless, offered no new information, and did nothing to solve the issue. Miele then invoiced me for this unnecessary service and refused to remove the charge, showing no willingness to take responsibility for their own product's shortcomings.This experience clearly reflects a company with poor leadership, little oversight, and no control over its employees. No one at Miele seems empowered to resolve issues, offer real solutions, or demonstrate basic accountability. It feels like the organization is running on autopilot—preoccupied with billing, not helping customers.In summary:Miele refuses to acknowledge or take responsibility for a widely recognized product issue.Support is ineffective: employees are powerless and unresponsive, and leadership is entirely absent.I was charged for a useless technician visit, despite the root cause being a flaw in the product's design.Communication was defensive, dismissive, and lacked any genuine customer care.Sadly, this experience has destroyed my trust in Miele. If you expect premium service and accountability to match a premium price, look elsewhere. I can no longer recommend Miele and will certainly reconsider any future purchases.

Date of experience: Jun 13, 2025