On many occasions I’ve had miele out due to the excessive play and movement in the drum since about six months in to owning the machine. I’ve been fobbed off by the same engineer saying it was the type of bearings fitted to the machine due to it being a 7kg machine and he went away as time went on same visits about play in the drum and it had developed a creek/crack noise when you checked for movement where the lifters on the drum was once again nothing to worry about to continue using the machine, a few months after the machine stopped heating and the same engineer visited and diagnosed the heater relay had failed on the PCB and required a new board which he had on the van he programmed the board and installed it and he went away. A few cycles in to having the machine repaired and the machine would just get severely out of balance and just go for it, once again the same engineer came out and accessed the pcb via the Pc update port and he said I’ve found out what the issue is the board isn’t configured for the imbalance sensor that it has on the tub its only programmed to use the taco on the motor, he programmed the board correctly and I mentioned I’ve got a squealing noise when it first ramps up to spin puts a load in on rinse and spin and the noise was evident he said the belt is slipping and I’ve got one on the van I’ll put you one on until a few months later the issue came back and required another belt to be fitted. By this time I had really had enough I was on the phone one morning to book another service visit 12th may 2014 for rumbling on spin at this point I couldn’t use the machine above 1200rpm and the belt had started slipping again I just lost it on the phone and I wanted to put a complaint in and I wanted it to be addressed the gentleman on the phone booked the service call and then put me through to management support spoke to a lady called Hannah she asked me what my concerns and reasons behind wanting to put a complaint in so I asked where do you want me to start I said she said from the beginning so told her what I’d gone through and what parts had been fitted to a machine which isn’t a year and a half old, she said to me it sounds like the bearings have gone which are very rare as the machine is still young . She would address the issues I’ve raised and she would arrange the senior engineer to visit to rectify the situation once and for all service visit was booked for 27th may 2014 between 8am and 10am and herself would be back in touch to ensure the issues are resolved and to feed back what the senior engineer diagnosed the machine with. The 27th may arrived and the engineer arrived at 9am walked in, checked for drum movement and the creek/crack noise was presented at the same time as he checked. He said the bad news is you need a whole new tub assembly and bearings, I asked him if this is why I’ve been having replacement belts fitted and he replied yes the issue should have been addressed months ago to find out why a new machine was going through belts , I refused the repair and the senior engineer contacted management support spoke to Hannah and explained the machine needed a new tub assembly and bearings and the machine had only carried out 915hours and the machine was practically brand new, he went on to express I wouldn’t be accepting the repair on the machine as it’s a major repair on a new machine and based on previous issues and repairs carried out. Hannah said she would need to speak to her college to authorise the machine to be replaced. The same day around 2.30pm Hannah called back and said the machine would be uplifted and replaced but the 5740 had been discontinued and she offered me the 5780 I had a look online and the machine was similar specs but without the time remaining function which I use quite a bit, contacted them and expressed the replacement machine should be like for like Debbie contacted customer experience team to advice of a machine with similar specs and she would phone me back, Debbie phoned back and said she had spoken to the customer experience team and as a good will gesture due to the inconvenience caused they would like to offer the model WKF120 chrome edition which was from there new W1 Range, Powerwash system, 8kg , 1600rpm, Capdosing, A+++ and could she book in for delivery. Delivery was booked for 5th June 2014. I’ve been putting the machine through the mill since it’s delivery its smooth, silent , I’ve noticed a lot less creasing after the final spin, to say I’ve only gone up 1kg but its cut down on the amount of laundry I am doing, the drum is cavernous it’s a lot bigger than it looks. The jet cycles on and off throughout the wash along with distribution and it also uses the jet in the final rinse. Build quality wise it’s very well built and feels like it will stand the test of time. The machine will redistribute a few times if the load is imbalanced so the spins are smoother with less vibration and noise produced. I haven’t used the capdosing yet but I don’t think I would to be honest I like to change my detergent frequently and I like to control dosage to load and soil type. The machine has handled everything I’ve thrown at it and it’s taken care of it and produced excellent results.
I’m pleased with the outcome of the situation I’ve had and it’s shown there are company’s out there that look after their customers and ensure there happy with the end result. Miele have gone above and beyond to ensure the issue has been resolved and that I am happy, one thing I did forget to mention that they have given me a 10 year warranty on the WKF120 as the 5740 had a 10 year warranty. I’m one HAPPY customer !!!!!!
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(Germany) 
Comes to the Rescue!
