Don’t Buy Miele, Untrained Technicians

[NiikiS]

Our Miele Induction Hob developed a fault(ERR040). Long story, short.

We paid for their Fixed Price Repair. Two visits from Miele Technician, several parts changed. Fault persisted. At which point the Hob was deemed, by the Miele Technician, as beyond repair.

New hob sourced, when our electrician came to fit it he found the original Miele Hob had lose connections at the isolator switch (factory fitted cables between Hob & switch). These were tightened & the fault cleared itself! We now have a serviceable Hob & a spare Hob! This should surely have been tested by their technician, before he started fitting expensive parts?

Reported this to Miele; “Our Technicians are not electrically trained”!!!! They refused to refund the full call out charge.

Untrained Technicians & poor customer service!

I would escalate and complain - you are out of pocket by buying a new hob due to their incompetence at diagnosing the fault. They didn't need to fix it if they are not electrically certified but they should be trained this might be the issue if they couldn't find anything else wrong.

Thanks for your reply roses2.

Had a long telephone call with them yesterday on exactly that point & the fact that their “technicians are not electrically trained”. From a safety point alone, I find that incredible.

The customer service rep became annoyed & rude when I wouldn’t accept their/Miele’s position.
Partial refund of the call out fee only. Take it or leave it.
NS

Thank you for your helpful post. This has made me reconsider appliances for my new kitchen. Customer service is so important - and it sounds like your customer journey has been very poor indeed.

To be fair to Miele, they have reached out. A member of the executive team has contacted us, with no change to the previously offered partial refund of callout fee. They are still insisting that their technicians are not electrically trained, although the same technicians will install & connect a new machine.

The upshot is that we are being charged £170 for their technician to visit and write off a perfectly serviceable hob!