miele.de

Appalling customer services. Avoid Miele.

I am copying below the review I placed on the Miele GB page sharing my experience of dealing with their customer services department.At the foot of this, you will also see Miele GB’s response to my posting. No attempt to remedy the situation - just a standard bot style response. That in itself speaks volumes to show how Miele is not the brand it once was and is best avoided.Posted on Miele GB page:I always regarded Miele as a quality manufacturer with excellent customer care and have been a loyal customer for almost 3 decades. However, my current experience getting a tumble dryer repaired could not be further from that and I would now warn anyone against purchasing a Miele appliance.Customer service is truly appalling.The website refers to repairs being carried out by a Miele Service Partner. What it doesn’t make clear is:a) who this service partner is and that they are not actually part of Mieleb) their service partner, despite being approved by Miele, do not have the same knowledge of the machines. They do not do thorough trouble shooting, they do not know the error codes (I had to show them the Miele website before they would accept what I was reporting) and they do not offer viable solutions. After two unsuccessful call outs from Domex, their advice was ‘tape machine shut to see if that helps’c) Miele take no responsibility whatsoever for the failings of Domex. They will not send a Miele technician out without a further call out charge and simply say it is nothing to do with them and you must take it up with Domex.Miele Customer Services do not return calls when promised. They do not read emails properly and they either respond with answers that are not relevant to the matter in hand or they simply give a stock response that Domex is a separate entity and it’s nothing to do with them.To be clear, I did not contact Domex. They contacted me after I requested a Miele engineer visit via the Miele website. It was not clear what the relationship between Domex and Miele is. No terms and conditions stating them being separate entities were provided and it is entirely reasonable to expect - when booked via the Miele website - that a knowledgeable, Miele endorsed engineer would attend the call out, and that a company supposedly renowned for quality would stand by their customers in the event of any problems.Sadly this is not the case. Customer Services insisted that a Miele call out would be chargeable.Not prepared to pay another call out charge, I contacted Miele three times to cancel the Miele engineer appointment that had subsequently been booked. These calls were also ignored. The Miele engineer arrived for the call out but I had to turn him away. He advised that since the Miele office had been moved to Greece, this level of disorganisation and dwindling customer care is the norm and he had already had two similar scenarios that week already.In summary, Miele is appalling. Their customer service is a disgrace. It is little wonder that they closed their Twitter feed in an attempt to smother this being made public. A quick google search however shows that my experience is not unusual and the internet is awash with complaints about them.My advice is to avoid Miele at all costs. The premium paid for their appliances is no longer reflected in their after care service. More competitively priced products such as Bosch, Neff etc will be a much better alternative.Date of experience: 12 April 2024EditReply from Miele Great BritainAn hour agoThank you for your review. We're very sorry to hear of the issues you have experienced. Miele GB.

Date of experience: Apr 16, 2024