miele.de

Appalling and Disgusting Service

I booked a Miele engineer to repair a leak problem with the dishwasher in early November 2024, and the charge for the repair was paid in full online when I booked the service. An email confirmation was sent to me by email on the same day.The engineers came a few days later to repair the leak. I then received an invoice for the same repair by email on the day of the engineers' visit. The amount in the invoice was the same as what I paid when I booked the visit, so I did not take any action on that invoice as I would have otherwise paid double. In fact, the email confirming my booking of the engineer's visit stated that full payment had to be made at least 24 hours before the visit, so sending an invoice demanding payment after the repair contradicted Miele's own stated terms for upfront payment and does not make sense.In mid December 2024, I received an email from Miele demanding overdue payment of the repair, so I called Miele's Customer Service Team explaining the payment had already been paid in full, and provided all the information he requested including the email payment confirmation as well as credit card statement as proof. The Customer Service person assured me a quick turnaround by Miele's Finance Department to resolve the issue.About two weeks later in late December 2024, I received another email from Miele (this one apparently came from Germany based on the .de address) again demanding payment against the same invoice. I replied to the email explaining, again, full payment was made before their engineers came for the repair, and attached the email payment confirmation as proof.On 15 January 2025, a registered letter from Miele was received in which it accused me of payment default and threatened to instruct debt recovery agency to collect the outstanding payment!! I immediately called Miele's Customer Service Team who promised to send another urgent message to its Finance Department about the issue. After the call, I followed up with an email to explain for a third time and complain the total lack of response from them, and demanded an immediate acknowledgement of my email and a promise to correct their payment records. No such acknowledgement has been received to date.Miele's customer service and finance system are appalling and in total disarray. Despite my repeated attempts to resolve the issue by calls to their Customer Service or in writing by email, there has been no apparent action taken to correct their mistakes nor an acknowledgement of my complaint to date, more than two months after my payment for the repair.

Date of experience: Dec 12, 2024