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Miele Australia / After sales service and support - Job #AD42432

1 1 Gilbert Park DriveAustralia Review updated:
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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!!

Ch
Jan 17, 2016
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Comments

  • Br
      21st of Sep, 2017
    0 Votes

    My experience with MIELE after sales service and support in Sept 2017 is similar, 3 months to fix wine cooler and still not fixed, each phone contact with Miele one requires to allocate 20 to 40 mins, you get shuffled between planning, resolutions, technician team leader approval required and the person who takes your call. Im waiting on the phone now and 53 mins has elapsed listening to the same repeating tune that drops out when it repeats, further reminding you how long you have been waiting on the phone. Enjoy the Miele experience, brilliant at the sales process however if your Miele equip breaks expect the complete opposite experience, annoyance, frustration, calls not returned, no follow up, just marvellous !

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