Miele
Reviews and Complaints

Dear Mr. Jones,

We finally got a visit from your senior repair technician last Thursday, June 21, 2018. He determined that a piece (some kind of board) had to be replaced on the fridge. The technician to replace the faulty piece came last Friday, June 22. This technician replaced the piece not only in the fridge but also in the freezer, which worked fine . However, this technician did not have the equipment along to check whether his replacement actually fixed the problem and left me with the instruction to wait until Monday to see the results myself. It is Monday and my fridge is still not cooling - since mid-May and it is almost end of June by now.

Please call me at your earliest convenience to discuss the path forward. In your last phone conversation you asked to be treated with respect, which I am doing. However, I do demand immediate attention mediation of the problem. My phone number: [protected] or [protected].

Regards,
Ingrid Brix

We built a new home and had many Miele products put which one was teh built in Coffee system. It is now approaching 3 years old and we have had nothing but trouble with the machine and the bigger problem we cannot get any service to fix the machine. According to the Miele authorized service dealer the parts are on back order since April. They have been out three times and each time they have not been able to fix the machine. I have called Miele direct and left messages and they will not even return my phone call. It is a disgrace that a company sells a premium product and cannot service it or carry parts. I have given Miele more than enough time to repair the machine so now I will not recommend their products to anyone.

Today, June 12, 2018, I purchased the above filter from Miele's Dubai, Eifel 1 showroom. I was charged AED 580.
I would like to hear their justification for the cost of such a trivial add-on.
The cost in the UK is GBP75 (approximately AED 375), which is also a ridiculous price for a filter.
This complaint is aimed at exposing the extortionate charges for a filter that cannot be avoided or bypassed because of the design of the extractor.

My Miele Microwave Oven(2013 Model)'s Magnetron was replaced in 2017. It took Miele more than 3 months after I requested the service to actually repair my Microwave oven. (Who can go for 3 months without a microwave?). My Microwave broke again in April this year. The technician came out( 12 April 2018) and found that it was once again the Magnetron that broke. He adviced that they don't have the part in stock but that it will arrive in SA by the following week and he will schedule for it to be replaced then. He only came out again on the 11th May 2018 - another 4 weeks later. He replaced the Magnetron and tested the Microwave before fitting it back into the built-in cupboard space. When he tested it on the counter top it was working. At that time I left my residence to go back to my office and my housekeeper kept an eye while the techincian fitted the microwave back in its cupboard space and let him out. The following morning (Saturday) I wanted to heat Milk in the Microwave I found that it was switching on and the turntable worked as before, but it was still not heating the food - same as the problem was before the Magnetron was replaced. I reported it to Miele again. They then confirmed that sometime as fuse can blow when the microwave is fitted back into it's cupboard space. The Techinician came out again the next Friday - 18 May 2018. I informed the office that I will not be at home at that time but wll arrange with my housekeeper to open for him. When I got back from work by end of day, I saw that the microwave was now not even switching on. I contacted Miele the following week as they did not give me a report. The lady then advised me that the PC board of the Microwave was damaged and that it had to be replaced. I asked her how this was possible as the Microwave was definetely working when the techinican initially tested it after replacing the Magenetron. She could not expalin this and said that the techinical will contact me - which he did not do. I also requested her to send me a quote for the PC board as she indicated that it will be my cost to replace it. Up to today I still have not received a quote. The Technician came out again on the 7th June - without any prior arrangement to fit the PC board - which I still don't know how much it will cost. I was not at home at that time - as nobody made an arrangement with me and I was at the office. I then contacted the Miele office and asked them for an update on the situation - quotation / explanation as to what happened to damage the PC board etc. The lady at the service centre still could not assist me with a quote. I asked her to escalate my case to the service manager and cc me into her email to the service manager ... which also did not happen. It is now once again going toward 3 months without a working microwave. Please assist with service delivery, as I so far can not recommend Miele to anayone.

Chantell Willemse
Tel: +[protected]

24th May 2018
Customer No. 540930
Inv Ref No.5311256
Technician Paul Wells
I have booked a service for faulty microwave 2 weeks ago approx. He arrived today.
The glass door on my Microwave popped and shattered whilst microwaving some food.
I have never heard of a glass door shattering on any microwave, let alone such an expensive machine.
When i rang to book it in, I gave all the detail i was asked for, including the problem, model number etc. I was told I couldnt get it repaired for 2 weeks. I was very disappointed as it is in regular use.
I am most annoyed, as he came but did not have the necessary parts to repair the machine.
I am an executive and company director, and have taken time off work, and will now have to take another day off for a future appointment costing thousands of dollars of lost income. This is due to lack of care or incompetence at your company.
He just said - they gave me the wrong parts.(although on the phone, he stated to his department that the parts were available)
The service man was certainly no ambassador for your company, as he gave the impression that it was my fault, and that he didnt care.
I asked him - how was this to be handled through his QA system - he didnt know, or have a person he reports to.
I asked him to get a senior representative of your company to contact me, he told me it was my responsibility to contact them. Eventually he said someone would contact me - but I have no confidence that it will happen.
I have been a longstanding client of Miele for over 20 years using your industrial and domestic appliances, and have several high end properties using your appliances, both kitchen and laundry.
I find this is the worst response, to what i consider a machine manufacturing fault, that I have ever received from any company, let alone yours.

In March 2010 I purchased a Miela dishwasher because I thought this would be a quality product, by 2015 the circulation pump went wrong, it was apparently a fault that was known to Miela as the part was faulty at production, so it was replaced.
On April 20th 2018 the dishwasher goes wrong again another circulation pump fault apparently. I phoned Miela and arranged for an engineer to come to fix it. I take out the Plantinum Care policy for £249. I was not advised of the engineers name as should have happened according to your service care plan. The visit was booked for the 2nd May. I arrange for a friend to come and sit in my house for 2 hours to wait for him.
I am informed that the dishwasher needs a spare part. I am given another date - the 23rd of May (which is far too long a gap between visits) for him to visit and replace the part. He should have contacted me or somebody should've contacted me the day before say what time to expect him, I heard nothing! So last night I had to phone Miele again (spoke to Jo) to find out what time he was coming and I was given the timeslot of 2.15 to 3.30.
Again I have a friend to come and sit in my house to wait for him. My friend waited three hours and the engineer did not show up. He finally phoned at 6 o'clock in the evening to say he wasn't coming because he couldn't get the spare part. He said he knew this morning the spare parts had not arrived and he tried to phone me but he had not got the gumption to leave a message or text me or email me to tell me this information.
I informed Jo the previous evening that I work full time in a school and from 8.30 till 3 o'clock so I am unavailable to take calls but a text message would be fine but apparently that information did not filter through to him despite me being told that she had put it on his work plan. I phoned Miela at 4 o'clock this evening (spoken to Susie) to find out where he was and they didn't know - surely in this day and age somebody must know what where your engineers are!
I had to phone again at 5 o'clock as he still hadn't turned up (spoke to Michelle I think) I finally find out the name of the engineer which is Dave, and he didn't bother phoning me until 6 o'clock this evening! He told me that the office were aware of the fact that the spare parts had not arrived this morning and they could've given me that information. So all in all a completely shambolic set of events about which I am extremely angry and I do not feel I have had any care or service from Miela despite spending £249 on your platinum service care plan (more like tin service care plan so far!) and quite frankly I would like a refund at the very least.
Apart from never buying a Miela product ever again and definitely not recommending Miela to anyone else I will of course be putting all this information of your appalling service out there and telling everyone I know about this debacle.

Very disappointed that we purchase a washer and dryer from E&S Essendon. They tell us purchase now to lock in the price and vouchers. We don't actually need them until another 4 months. Delivery turns up and vouchers are expired and Miele will not honour the voucher as it expired before we finished paying and received the goods.

Very disappointed customer.

Order number 5027297

There is a design fault with this freezer handle and the handle of the matching fridge.

The handles break off after just 3 years of use. These appliances are almost $3000AUD each and meant to last for years!

Many complaints on the internet about these handles.

When you ring the Miele service desk they act like this has never happened before and suggest that the customer try a more gentle two step process to open the door, and eventually offer 'as a show of good faith ' a one time replacement of the handle at no charge.

Our cooking Hog with invoice no. 224709 have one of the cooking stove outer circle not heat up. Your technician come on 21 March 2018 and said that Miele doesnot have parts available for replacement.

The job number of the technician is 5212743 and said will charge $179. We do not want to pay this as no repair is made and parts are not available from Miele.

We consider Miele should alert us beforehand that Parts may not be available and hence repair may not be able to excecute. Miele should ask us if we still want to order the technician to come first.

We would like the job no 212743 charge to be waived. We spoke to your Customer Service Lead Gareth in and he is not helpful at all.

Regards
Chen phone no. [protected]

We purchase their dishwasher mid-grade product with an expensive price, and we required a quality product, and received the lack thereof.
Because the dishwasher peeled the shade off the wine glasses, left rust stains on the silverware which in some cases we had to throw away, we returned the product within the 90-day cancellation clause.
We had a telecom with their Quality Assurance Manager, which consisted of great push back and resulted in a "3 week delay" in getting the dishwasher removed.
We did get the refund for the product, but the cost of ~$200 for installation, delivery, etc., was declined. I consulted with the latest dishwasher supplier and they were surprised that the additional refund of ~$200 was not granted!
Also, their sales team will tell you anything... i.e., When we bought the item, I told their sales associate that "if the dishwasher doesn't work, you can come by and wash the dishes for me".
"Absolutely", she said. I ended up washing dishes for 3 weeks while Miele finally schedule a date to pull the dishwasher.
Rating a "0" out of "5"

The new dishwasher was installed and turned on. The installer left my premises and the dishwasher stopped due to a 'drain' signal and was leaking. The installer was not contactable. I called the service centre and he could not arrange for someone to visit the following day but only arrange for someone to return on the Friday when I could not be at home.
The return visit was arranged for Monday and when the serviceman called me he was at my old address and said he was unable to come to my address because it was not on his paperwork, even though the machine has been delivered to my new address.
I contacted the service centre and a return service has been arranged for tomorrow.
This has been extremely inconvenient through no fault of my own.

My purchase was based on brand reputation and 10 year guarantee. I've had my washing machine for 2 years now. The spinning noise isn't the same as the sound it made when I first purchased this washing machine. The vibration from the spin cycle is unbearable. Not only that, We had noticed the clothes are very damp.

When I informed this problem to the dealer, they sent the technician to check it. The technician said that he couldn't find a problem with this washing machine and the sound of the spinning was absolutely normal. He re balanced the machine, and then recommended to change the springs, in which he did. Although he did this the sound was still the same, no improvement, It vibrated badly on spinning and was extremely noisy. After a few months I then informed the service department and complained once again. We had noticed when the spinning programme was done at 1400 rmp or 1200 rmp the clothes were very damp, whereas before they were dryer. With all my previous washing machines at 1000 rmp my clothes were much dryer. Also it continued vibrating badly on spinning and was extremely noisy. I was told they would send the technician again, as they did. The technician once again came and connected the laptop, and not only he didn't admit hearing the sound, but I was to blame for this problem for putting too much washing powder in the machine and over loading it. This is not true! (The washing powder is the same amount used as last year, and the past 15 years I've had a washing machine at my house, and the amount of clothes washed throughout the years) No heavy items were washed. Why didn't he say these excuses the first time he came? After a long time of disagreeing with him he suggested to take it to their service department for further checking. We agreed on this to be done. The following day we received a telephone call from the service department suggesting for another technician to come and check it for the 3rd time before it was taken in for further service. We once again agreed for another technician to come for
his opinion too. After the 3rd time checking the washing machine we were told the same, NO PROBLEM WITH THE SPINNING LOUD NOISE, TOO MUCH WASHING POWDER, AND OVERLOAD. The same excuses over and over again. We started to think we had problems with our ears! I have previously owned other brand washing machines and to be honest it's the first time someone has told me about the washing powder, as the amount used is by the manual guide. DO MIELE HAVE WASHING MACHINES WHICH WORK WITHOUT WASHING POWDER?

UPDATE:
The technician's visited my house 5 times to try and solve the problem in which they didn't.
After spending months arguing and complaining with the dealer in Cyprus, Greece and Germany no fault was found. I also received a letter from the Head Office in Germany saying Therefore we hope you will understand that we as well as Mile Greece and Mile Cyprus are not able to offer further assistance and Unfortunately no further technical remedy is possible, and it operates in the way of its design' I Also wrote back and suggested to go to the showroom to hear the sound of the same model and compare the sound to mine but, they wouldn't allow it. I have sent so many emails to them and I've never received a reply. PLEASE NOTE THIS HAS A 10 YEAR GURANTEE.

We bought a Miele oven several years ago and had nothing but problems with it from the start. The seal between the glass broke within the first year and a half and is full of a "fog". They wouldn't do anything about it. Told us we'd have to buy a new door. We decided to live with it as we spent $2900 for the oven and $800 for a new door was out of the question. Then about 6 months after that, the convection fan started making a loud noise and rattling. Again, they chose to do nothing. About 2 years after that, the door hinge broke- Guess what... Right- they did nothing for us. Told us a new door hinge would be $187 dollars and we should replace both. The service call would be another $190.00. The reason I am posting this now is because we are shopping for a new oven and I want people that are thinking about purchasing from this company to think again. They over inflated prices are not worth the crap that these appliances are.

We have bought a Miele WKH270 WPS PWa[censored]Dos machine machine last year. The rubber of the door is damaged and cause a lot of water leak. We service person said that it is not covered by warranty claiming that it is us who damaged it and that it will cost us 167 euros! We paid around 1500 euros to this machine thinking that it is really a good one. But nothing like this happened with any of the other machines we used so far. We are so disappointed with both the quality of the product and also the service.

Miele Washing Machine: I bought trash at the price of gold (€1350!)

I bought a new MIELE W 5100 Ecocare washing machine in 2012 (it's now 4 years old) in Cyprus. I was offered a 10 year manufacturer's warranty.

The first problem appeared 8 months after I bought it: a lot of water was licking through the door of the w/m on the kitchen floor. Thank god I was at home and the water didn't make it to the living room to destroy the wooden floor. I noticed that the sealing rubber of the door was cut (pic 1). The Miele technician who came to replace it said that it was not covered by the warranty (only a convenient -for the company- selection of parts is covered) and I should pay €110! to replace it. They also suggested that I caused the problem, because I didn't know the right way to put the clothes in and pull them out of the washing machine! They showed me the right way and I learned ☺. Anyway, I replaced the rubber.

Three years after, a second problem came up, again with the sealing rubber. Only this time it literally melted (pic 2) letting water leak in the washing machine. I called the Miele service department in Cyprus again and expressed my frustration, since it was the 2nd time in four years that I had to replace the sealing rubber. They insisted that I should pay for the rubber. This time, because they didn't think of a fancy explanation of how this was my fault again (like washing clothes with strong acid), they came up with another ridiculous story: that I should know that I' m supposed to change the sealing rubber every now and then, the same way I do it with my car! As if a washing machine rolls on its door sealing rubber. I paid €110 and I replaced it.

Now, given that I never had to change the sealing rubber of much cheaper washing machines in the past, I came to the conclusion that Miele is not exactly the definition of quality. In my opinion, both times, the problem was caused by design and/or quality issues. Feeling completely unsatisfied from the company and the washing machine, I sold it to get rid of trash I bought at the price of gold. Never again Miele. Not to mention the fact that both times it took around 12 days to replace the sealing rubber. In the meantime we had to wash our clothes at friends who were lucky enough NOT to have a Miele washing machine.

P.S.
When the representative of Miele in Cyprus told me on the phone that this issue (the 2nd one) is very common and natural, I asked her if she didn't mind if I published the story online. She answered, and I quote: “Miele is not afraid of this kind of reviews. You are free to publish your story”. I also contacted Miele in Germany via message on their facebook page, and their answer was a pdf document with the list of the parts that are covered by the 10 years warranty.

So, feeling free, I'm publishing the story… (to protect potential customers)

Thank you, Miele!
I'm so happy I will NOT have to deal with you and your “premium” products in the future,

Kypros Pisialis

Lieferschein Nr. 6209 Vom 27.04.2016
I am the owner of a Hotel in Portschach. I currently own 15, 000 euros of Miele equiptment (price when new). I have a problem with a pressing machine and asked if they perform service for this machine. I was told yes no problem. They sent out a young service man to look at machine. The machine needs a small heat sensor, should be simple repair. The man arrived, looked at machine for maybe 2 min. He looked at me and said can not be repaired. He then called the store and asked them for price for new machine 8, 000 euro. I did not ask him to do this. I worry he was not interested to make the repair to my machine, he seemed more interested sell me a new machine. I told him i could not afford a new machine and he left. This entire experience took maximum 10 min. I asked him if he could replace the entire temperature control, he said no. I then received a bill for 136.80 for Nothing. The bill was for 1 hour work (he was here for 10 min. 82.00 euro, I hour drive 32, 00 euro, store is 20 min away, Tax 22.80)
I think he is underskilled. I think the bill for 10 min. to look is excessive bill. I am a local business owner and it is clear that they do not value any future business from me. I am very, very disappointed in this company. Because of my treatment i do not think I can ever buy another Miele product again. Shame!
I do not mind to pay a reasonable service fee but this is too much. I contacted the store to discuss this but the owner did not return my call.

While Miele is recognised as a high end brand for stoves and cooktops and the equipment seems to work well in practice, we feel compelled to share with other consumers our appalling experience with Miele Customer Support for over a year! Over a year ago (Dec 2014) our home had a power surge that damaged major components in our our Miele pyrolytic oven and our security alarm system. Our home is currently tenanted (we currently overseas with the Australian Government) and our poor tenants have had to rely on only a convection microwave for the year owing to Miele's enduring incompetence and unprofessionalism. In particular I will summarise some of the key issues below to give you a sense of the protracted and highly frustrating experience we have had with Miele Australia as follows: - Miele technicians unresponsive to call outs; uncontactable after they have left the site with ongoing technical failures in the oven. After major parts have been replaced the tenant continues to report that the oven heats up but then all power fails, to the extent that after a full roasting cycle they can touch the oven walls and roast as they are still cool. The pyrolytic cycle also continues to fail. Basically the technicians never stay long enough to witness the problem and just report the initial heating function is working. - despite frequent requests for a basic technician's report it took us months to get a report that outlined the parts needed (three major electronic components) and the costs with no explanation of likely cause, no Miele letter head, no address or customer names - basically a parts list which is of no use at all to our insurance company. This issue is still unresolved as they keep sending copies of the same unprofessional report to us despite their customer consultants agreeing that what we are asking is quite reasonable. - despite written mail acknowledgement from a Miele State Manager in May 2015 that the cause of this catastrophic failure of their components is consistent with a power surge they continue to ignore this in their technician reports. - on balance we had such a bad time of it that Miele covered most of the cost of the parts as the oven was just out of warranty. While ths was a positive gesture, it followed a ridiculous series of mails and calls where we continue to have to repeat our full story to each new customer consultant - thier billing system is also disconnected from their service team and this all reflects a lack of a professional case management system that captures all the details of each case. - noting the previous point consumers should be aware you can not contact Miele through a single customer mail address and 1300 number so you are most unlikely to deal with the same person twice and often get no response or follow up on your requests. There is also no response to any request for escalation to management. - we are currently still trying to resolve this case and Miele have openly stated they will not say their oven cannot be fixed despite them having replaced all the major components over a 12 month period with no success to date. They also refuse to provide any kind of professional repair report. All we are seeking at this point is an obvious acknowledgement in a proper report that despite several attempts to repair this oven, following a likely power surge a year ago, the tenant continues to report equipment failure that now requires us to replace the oven. Our insurer is more than willing to accept this claim but needs Miele to close the loop and this is the desired result for us - rather, Miele just continues to drag out the torture for us, our real estate agent and our tenant While we will press on more as a matter of principle, we will be sharing this horrifying case study with consumer agencies and social media to call out the vast gap between Miele's product marketing and their complete absence of a customer service culture and support processes. We are stuck with them for now but will never touch another Miele product as we have totally lost confidence in their after sales support. Fellow consumers please purchase with your eyes open!

Harvey Norman sold an 87 year old lady with dementia a $1500 washing machine. This is not a complaint about Miele
A few days later she was committed to hospital and not allowed to return to her own home, she is now in aged care.
I contacted the manager of the appliances section and complained that this lady was taken advantage of and that the installation was not done properly either.
His answer? You are not our customer, he repeated this over and over again, refusing to answer any questions.

No, I am not his customer, and I never will be, and I have made it my business to tell people I know so that they are not going to be Harvey Norman customers either. I would go without rather than buy from them.

Tues Jan 06 2015, Miele S762 vacuum cleaner stopped working. As it is within the Guarantee period I phoned Miele UK. Following the initial call reception I was put through to Customer Services and was left waiting for over 15 minutes before I hung up and redialled the first number, which I found out was for Sales (which is why my call was answered straight away each time!). The person managed my enquiry for a repair. a box was to be sent out via ParcelForce on Wed Jan 07, in order for me to pack up the vacuum cleaner and wait for another ParcelForce collection to take place between 08.00 and 18.00 on Fri Jan 09.
I had to rearrange meetings and engagements on Fri Jan 09 in order to hand over the boxed vacuum cleaner.
By Thurs Jan 08 the box had not arrived. I phoned Miele UK using the same number (for Sales) and again got straight through and then had to be redirected to Customer Services.
I waited 21 minutes for my call to be answered, by which time I expected an apology for the long wait. This was only offered after I stated my case for a second time.
The Customer Service assistant spoke with her line manager and following this the only course of action offered to me was, once more to receive the box from ParcelForce and once more change my plans for yet another day next week in order to wait in between the hours of 08.00 and 18.00 thus having once more to move around my pre-existing appointments and plans.
Inevitably I am going to have to go through this laborious process inn order to get back my vacuum.
Miele UK needs to understand that this is not good Customer Service and it is poor Customer Relations.
The reason i have bought Miele products has in the past been due to their reputed good products and after sales service. Miele UK should not only be concerned with engineering and selling products but should be prepared to look after their customers in the after sales period.
This type of poor Service nowadays is unacceptable and eventually Miele UK's reputation will become damaged by disgruntled customers such as myself.
I have never had to complain about a Company or a product before but in this instance I feel so strongly that Miele UK is a Company 'resting on their laurels' ; this is unsatisfactory.

I was given my Miele dishwasher as a housewarming gift from my father. It is sleek in design and is the quietest and most efficient dishwasher I have ever owned or operated. However, I have only owned it for 1 year, and it has already broken down twice. I had a Miele technician visit my home about 9 months ago and he diagnosed 2 issues which were fixed on the spot. Now, all 3 lights are blinking again, and I was informed while calling the Miele Technical Support Line, it will cost me another $150 just to have someone come take a look at it. Their service work only has a 3 month warranty, which I find to be utterly unacceptable. Also, if this is a user error, then I would understand having to pay. However, this is not a user error, it appears to be manufacturer's malfunction. If you pay so much money for a dishwasher, it should not break down so often. And if it does, and it is not user error, the manufacturer should offer a new machine - or at least a service call free of cost. Any help here would be much appreciated.