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Thread Number: 43429
Miele Service or Lack of???? |
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| Post# 638586 11/12/2012 at 18:11 (4,181 days old) by washmeup (scottsdale) | ||
I live in Scottsdale, Arizona and have a Miele W4842 Washing machine that is flashing Waterproof system activated. It has completely locked the machine so that one cannot cancel the program. I called Miele and their local office is closed on Monday's. I then called there 1-800 number and went through three different prompts before being placed on hold with a recording telling me how important my call was to them. I waited for over twenty minutes before getting a live person to explain the issue at hand. He informed me that the earliest they could send out a repair person would be a week from tomorrow. I was like Really? I find it interesting that you spend a small fortune on their products and they come with such bad service when it comes to repair? I needed to vent as I have always favored Miele products and would have hoped for better service when it is needed.
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| Post# 638728 , Reply# 1 11/13/2012 at 10:01 (4,180 days old) by glenfieldmathk1 (Glenfield-Leicester-UK) | ||
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I was shocked to read your thread - I though with the High price you pay for Miele you would get a good service. If they are the Rolls Royce (As Miele call it) - surely they should offer Rolls Royce service. Anyway I hope your Miele is fixed without to much hassle from Miele messing you around. | ||
| Post# 638752 , Reply# 2 11/13/2012 at 12:45 (4,180 days old) by toploader55 (Massachusetts Sand Bar, Cape Cod) | ||
I feel your pain.
I also have a 4842 with issues.
This is my second one as the Main Bearing went on it after 2.5 months of use. They replaced the machine in July and now it's doesn't seem to be allowing enough water in for rinsing whether I have the Water Plus activated or not. Sent Miele a e-mail telling them I would like someone to contact me. I got a more or less standard reply from the Senior Advisor of Customer Service giving me a phone number (in which the number was missing a digit)that I should call. I replied back with "Being you are the Senior Advisor, I find it rude you have not contacted me yourself. " Just passing the buck. I spoke with a person last week. He quickly blamed it on my operation of the machine and they berated me as I am just "One of those people that do not understand the principals of Front Loading Washers". When I tried to explain to him that I can take the clothes out of the Miele and put them in a 39 year old Maytag 806, on the wash cycle(without detergent) the water was not clear at all(sort of brackish) and had some detergent left in them he than quickly said my Maytag was old and it was more than likely the toploader that had soil in it because of it's age. Needless to say, I ended up the conversation with "Thank you so much for being part of my day and listening to me. I'll contact a supervisor whom will listen to my complaints". He said Fine, and disconnected. How's that for being Rude ? | ||
| Post# 638767 , Reply# 3 11/13/2012 at 13:13 (4,180 days old) by washmeup (scottsdale) | ||
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Miele Repair
I called our local Miele store this morning and was informed that the earliest they could get someone out is a week from tomorrow. Needless to say, I was not pleased. They really express the attitude that they do not care about there after service! Needless to say, I am now without a washing machine for the next nine days. Boy am I glad I spent almost 2k for this machine!
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| Post# 638779 , Reply# 4 11/13/2012 at 14:05 (4,180 days old) by toploader55 (Massachusetts Sand Bar, Cape Cod) | ||
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At this point...
I am going to seek my money back. yaeh, Yeah, I know... Good Luck with that.
My Landlordress has a Miele Dishwasher for 15 years. 2 years ago it broke down. Needed a Wash Pump and a Drain Pump. The cost of repair ??? $926 dollars. And this wasn't Miele. I asked her why she didn't buy a new machine, she said she liked this one. I'm with you. After spending almost $2000, you would think they would be so concerned about their product. I called mine the Daimler Benz when I announced I bought it. Turns out to be a Hugo. | ||
Post# 638797 , Reply# 5 11/13/2012 at 15:59 (4,180 days old) by Launderess  (Quiet Please, There´s a Lady on Stage) |
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Waterproof System Activated
Read a post online (ThatHomeSite.com/Laundry Forum?) where a Miele 48XX owner had a similar problem. Turns out there was an internal leak which activated the safety waterproof) system.
Miele's telephone techs told the person to tip the washer forward to see if water drained out from the drip pan. Mind you it did which meant there was some sort of internal leak, but MieleUSA kept telling her otherwise. First they insisted she was using too much detergent or some such causing excess froth to overflow into the machine. That information was not well received since the customer was using Persil and never noticed much less had an over suds situation. Long story short tipping the washer forward did cause the drip pan to drain and thus the waterproof system to deactivate and machine worked well for one or two loads, then it started up again. A tech was disptached and after waiting a week or so for him to arrive it turned out to be a fault with the machine. Apparently there was a leak/weak area on the hose that brings water/detergent from the dispenser to the tub. Tech told customer Miele knew of the problem as it was a design fault. Using a drymel (sp?) and whatever the connection was repaired and that was that. | ||
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Post# 638801 , Reply# 6 11/13/2012 at 16:11 (4,180 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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Miele Customer Service
One always calls early in the day (they open at 8AM) to ensure getting the main New Jersey location. As the day progresses you'll get either California, Utah or wherever else Miele has opened call centers over the past few years. The West Coast locations were done to allow customer service calls to be taken up to 5PM local time. When everything was in NJ the lines shut down at 5PM EST, which is only 3PM in California for instance.
As for call out wait time, yes one week or longer is common, even here in NYC especially if one uses Miele's in-house techs. One may be able to get a faster response from local factory trained and Miele approved techs. Many of these guys are former corporate Miele servicemen who have gone out to become independent business owners. Miele still suffers from having a vast service network especially the further away one is from the main urban markets MieleUSA serves such as NJ, NY, PA, parts of CA and FL, etc.... IIRC even "TopLoader55" had his recent service call filled by a tech who drove up from New Jersey. | ||
| Post# 638804 , Reply# 7 11/13/2012 at 16:32 (4,180 days old) by washmeup (scottsdale) | ||
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Miele Repair
Yes, the tech support told me to tip the machine forward to drain the pan which I did and water went everywhere. I then started the machine and it ran for a minute or so. The alarm went off again and the system shut down. I will tell the tech guy about this design flaw noted here in the forum and keep you posted on the outcome.
Cheers | ||
| Post# 638820 , Reply# 9 11/13/2012 at 17:58 (4,180 days old) by toploader55 (Massachusetts Sand Bar, Cape Cod) | ||
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Yes, I did get a tech from NJ.
Sheldon was his name. A very nice Man who knew his stuff.
Miele couldn't believe that the Main Tuv Bearing went after 2.5 months of use. Enter Sheldon. Had all sorts of diagnostics and a LapTop all hooked up to the machine. Looked like he put it on Life Support. He listened to the Drum wind down from spin and said "I've never heard a bearing on a Miele go before 10-12 years. And that's Hard Use". Sheldon told me he had to take the machine back to NJ. Very Politely I told him they could have that machine, only if they replaced it with a New One and I want to see it uncrated in my driveway. Without hesitation he agreed. If Miele wants to offer me another model, I would ask them to replace it with one that has a internal heater. I don't want to go 220 as I do not own the property. Maybe I should call and request him. I'm tempted to sell the machine and just remember it as a bad dream. Otherwise maybe a Good Tech like Sheldon could find out what's wrong with this one. | ||
| Post# 638821 , Reply# 10 11/13/2012 at 18:07 (4,180 days old) by mrb627 (Buford, GA) | ||
W3033 Tub Light
Funny you should mention that. I have noticed on more than one occasion that the tub light is illuminated in the middle of a washing cycle. After twenty minutes or so, it would gradually fade out. I just assumed that it was a quirky ghost in the machine. Hope it doesn't evolve to something more serious...
Malcolm | ||
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Post# 638827 , Reply# 11 11/13/2012 at 18:28 (4,180 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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@TopLoader
To date the only washers Miele offers for sale new in the USA are the 30XX series now that the 48XX have been discontinued. Suppose there might be still a decent amount of NOS 4842 and or even 4002 washers sitting at dealers and or Miele's warehouse, but only they can confirm.
Personally would love to get hold of a w1918 or other 19XX series washer,and they can easily be found on fleaPay,CL and elsewhere. Problem is like you don't own the property and running the required 220v line therefore is O-W-T. It does seem a shame Miele pulled the plug on the 48XX line instead of developing it furhter. Few if any consumer much less other goods are perfect their first model year, or in some cases the second. In the USA Miele really hit their stride with the 19XX series that followed the 770 and 10XX units. Methinks if Miele really wished they could have solved some of the short comings of the larger units. As for requesting "Sheldon", don't see why you cannot ask. After a service call is set up and you have the *number* contact Miele in NJ and ask to speak with dispatch, and then inform them of your request. Word of warning, if you are going to go the in house service route I'd schedule an appointment ASAP. When ours was booked a few weeks ago Miele told us that their books were starting to fill up in advance of the upcoming holidays Thanksgiving and Christmas. Apparently every year around this time scores of housewives and others decide to fire up otherwise seldom used Miele kitchen appliances only to find there are problems that *MUST* be fixed before holiday entertaining commences. *LOL* Living in Manhattan and on the UES know just how that can and often does happen! When the Miele tech came back last Saturday regarding the rattle noise in our washer his trolley was packed full with boxes one assumes were spare parts required for service calls. Keep in mind also because of hurricane Sandy Miele *may* have an increased service call load from the metro NY/NJ and other affected areas. This to either repair/check damaged appliances and or install new ones again very important in advance of Thanksgiving which is just three weeks away. | ||
| Post# 638828 , Reply# 12 11/13/2012 at 18:31 (4,180 days old) by toploader55 (Massachusetts Sand Bar, Cape Cod) | ||
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Hi Andrew. | ||
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Post# 638843 , Reply# 14 11/13/2012 at 19:14 (4,180 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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Miele Parts
In the past one has been sent parts directly from Miele. Some were purchased directly from the parts department others sent from whatever tech one spoke with in the support department.
Far as one knows Miele parts department will sell parts for one's appliance. They certainly have done so when I've requested them and or given inventory and price. Years ago Miele used to send the parts ahead in advance of a service call, as of the past year or so whomever sets up the service call lists parts required or likely to be and they are sent to the tech directly, who turn brings them along. The only difference is tech support has seems to have the option of sending out parts at no cost, whereas if one orders them from parts you pay via credit card. If you order parts from Miele and or they are brought by the tech you only have a finite amount of time to arrange return for full refund. IIRC it is 60 days and the package must be *UNOPENED*. You can open the shipping box if there is one, but not the actual packaging the part comes in, once you do that the thing is final sale. Apparently MieleUSA will not install or otherwise use open box parts for it's repairs so the things are useless to them if opened. Last time one spoke with Miele parts they qualified that some part orders may be questioned and MieleUSA reserved the right not to fill some of them. For instance if they cannot find a record of one owning said appliance and or you cannot provide model/serial number. Or the part falls under things like motors and some such. In those cases Miele will enquire as to what one needs the part for, though why someone would spend nearly $2000 for something they didn't need is beyond me. Far as one knows Miele has nothing against DIY, and telephone techs in some cases will even walk you through the repair. It is all relative one assumes. | ||
| Post# 638969 , Reply# 15 11/14/2012 at 04:10 (4,180 days old) by brummybear (Birmingham uk) | ||
LG repair
My LG 11KG washer started to stop half way through a lode saying over load. I phoned LG customer support who were less than helpful with the comment "well don't put so much in it"! Well DER.
I was so put out by the young lady's attitude that I phoned LG in Korea ( yes I know!) A week later one super grovelling letter from LG Korea and a brand new machine! So why not call Miele Germany heres there address... Central Headquarters: Gütersloh (since 1907) Carl-Miele-Straße 29 D-33332 Gütersloh Tel. 05241 – 89 - 0 CLICK HERE TO GO TO brummybear's LINK | ||
| Post# 640721 , Reply# 16 11/21/2012 at 18:22 (4,172 days old) by washmeup (scottsdale) | ||
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The saga continues
Adam the Miele technician arrived this morning and after looking at my machine, he diagnosed the issue. Only problem is he does not have the part and it will be another two weeks before he can get back out to fix it as he is the only service technician for the Phoenix metro. Imagine this? We are the fourth largest overall city in the USA and they only have one technician? If and when they get this machine fixed I will have been without a washing machine for a month. You might want to consider this service issue if your considering purchasing a Miele.
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Post# 640725 , Reply# 17 11/21/2012 at 18:51 (4,172 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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Don't Keep Us On Tenter Hooks
May one ask just what was the problem found by the Miele serviceman?
Mentioned in another thread about Miele, yes if parts aren't in their USA stock one can be on the hook for waiting one or several weeks for it to arrive from Germany. Am so sorry to hear about your being without a washing machine for so long. You might wish to consider finding something vintage but sturdy to keep as a back up. I've got the Whirlpool (vintage) portable top loader and of course the Hoover twin tub. | ||
| Post# 640731 , Reply# 18 11/21/2012 at 20:01 (4,172 days old) by Maytagbear (N.E. Ohio) | ||
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This makes me sad- and cautious! The VERY few times my Miele Capricorn vacuum has needed attention, the shop owner was able to deal with it immediately, properly, and for the cost of a new box of G/N bags. I am very sorry to hear all this about the other Miele products. Lawrence/Maytagbear | ||
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Post# 640732 , Reply# 19 11/21/2012 at 20:25 (4,172 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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Miele Repair/Tech Support In The USA Works Like This
You contact MieleUSA's tech support department and describe the problem. If you are lucky and or know what exactly or near enough the problem is (torn door boot causing leaking, timer not moving properly, etc...) they will either direct you to the parts department to order the part for DIY work if possible/requested, or set up a service call but also check with the parts department to see if what is required is in stock, and if so the thing is sent to the tech so he will have it upon arrival. Our Miele tech arrives with a hand cart of boxed parts (MieleUSA ships them from their warehouse to the tech referenced to the particular customer), along with his computer and "bag of tricks".
OTHO if ones not know what the problem is nor can the telephone tech figure it out (if they indeed try), then a service call is scheduled to determine what the situation is about. Once the problem is diagnosed unless the part is on the tech's truck or otherwise with him it must be ordered and a follow-up appointment scheduled to fit the part/fix the problem when it arrives. Good news in all that is Miele does not charge for the subsequent follow-up appointment aside from the cost of the parts as it is treated as one service call. Well at least they didn't, things may have changed. Now living in NYC we are just across the river from MieleUSA's headquarters in New Jersey, so getting parts is only a few days via UPS. OTHO for those living outside the NY/NJ/Conn metro area the wait gets longer and continues to do so the farther across the country one resides. Oh and if the part must come from Germany all bets are off. IIRC first the thing will be sent to New Jersey, then routed to either the requesting tech or customer. Contrast this with the UK and EU where spares for Miele appliances can be often as easy as finding their local equal of "Sears Parts Direct). | ||
| Post# 640800 , Reply# 20 11/22/2012 at 07:44 (4,172 days old) by MikeKLondon (London) | ||
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Miele UK I'm sorry to say that Miele service and sales depts. are often very arrogant and hard to deal with over here as well and sadly often no very little information about the product they are selling. | ||
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Post# 641340 , Reply# 21 11/24/2012 at 19:44 (4,169 days old) by Launderess (Quiet Please, There´s a Lady on Stage) |
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IIRC There Is A Movement Afoot Against
Miele and their proprietary nature of sales/service in many parts of the UK and EU. Persons are simply fed up with having to pay hundreds of Euros or Pounds for parts/service and or waiting weeks on end to get it.
Granted parts for Miele appliances are more easily found on the other side of the pond. Again as one has often stated you can go to any number of shops or even order online. There is also a lively resale market of parted out bits as well. However service/tech manuals are hard to come by, especially for the newest offerings. | ||
| Post# 641347 , Reply# 22 11/24/2012 at 20:52 (4,169 days old) by arbilab (Ft Worth TX (Ridglea)) | ||
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Post# 641354 , Reply# 23 11/24/2012 at 21:04 (4,169 days old) by whirlykenmore78 (Prior Lake MN (GMT-0500 CDT.)) |
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A 360 from Hobart service. Hobart knows how to take care of their customers who buy a high priced product. Those guys are are available 24/7 the people who take your call kind and professional. The tech is always there on that or the next business day and has his truck stocked to fix your machine. If you need emergency service or say a hospital or care home with a broken DW on a sunday or holiday, emergency service while extremely costly is always available. If you want to fix your own machine you can call for parts and talk to a tech if you need to to get the job done. Maybe Miele should take service lessons from Hobart. They could learn alot. Our Stevet here on AW is a Hobart tech and should be proud of the prompt, professional service his company has.
I must put in a word for Ecolab as their service is legendary as well. Most companies could learn customer service from them. WK78 | ||
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