Miele Great Britain Reviews 

Our washing machine died at the end of a load. No lights or panel information. I called customer service, explained the situation (multiple times) and was given an appointment for a week later. The engineer arrived expecting a drum that did not turn which I guess it would not because the machine would not start. I guess this is what happens with off-shore customer service. So the engineer had the wrong parts. A call promised for the same day to book a new appointment did not happen so after a letter to the CEO I got a call from someone in his office saying it would be a further two weeks before they had the parts. So we will have 3 weeks without a washing machine which is just too long especially during a hot summer when we will be hosting two sets of guests during this time. WE have 6 Miele appliances and this is not our first poor experience with their customer service. It would be hard to justify the purchase of another if they cannot resolve issues in a reasonable amount of time.

The problem with my dishwasher was identified quickly and remedied. I also appreciated the fact that the engineer talked me through what the problem was.

Terrible experience with their (outsourced?) call centre to try to get my brand new fridge freezer fixed under the warranty.
Staff disempowered to act and just long, time consuming word-salad conversations that amount to nothing. Several calls later I still haven't spoken to an engineer and have no idea how this will be resolved. The problem isn't training of the call centre staff but the whole approach - focusing on validating my feelings while having no agency to act and obstructing me from getting to speak to the people who can help. Just a waste of my time. Couldn't be more disappointed and annoyed.

All aspects from booking the call out to the call out visit and successful repair were excellent and very professional

We had invested in Miele appliances as part of our kitchen renovation, and regret doing so.

The fridge makes a loud noise that you can clearly hear in the rest of the house - up to 60dBA. This is equivalent to someone haveing a conversation right next to you. We had to wait weeks and jump through hoops for an engineer to come out, who tested nothing other than the electrical connection. His patronising manager told us the fridge was poorly designed and was meant to make a loud noise and be full of frost. I struggle to believe that this is correct.

The engineer forged our signature when closing the case - the space for our signature is marked and we did not nor were we asked to sign it.

I have complained to Miele about this and have now been waiting two weeks for a response. Despite the seriousness of the forgery issue, they have refused to respond. I only got an acknowledgement when I submitted a DSAR, which they have not acknowledged either.

I am shocked by the contempt with which Miele treat their customers.

Great service

My Miele, which must be at least 15 years old, needed new shock absorbers. The full parts and labour option is quite expensive but offset this against buying a new untried brand or unknown new Miele made me choose the repair option. I only use my machine about 3 times a week, so I accept there has been a lot less wear and tear compared to machine use in larger families. The booking process was quick and easy and the engineer appointment was within a week. The engineer was brilliant and the machine now operates like new.

My cupboard doors were damaged during the repair. Miele customer services have refused to rectify this.

Machine dryer was not working.
Miele 2 top professionals undertook manual fixes and computer updates. Fixed the machine

Engineer very helpful snd knowledgable.
Had to wait longer than I expected fir service date

I have sent in a complaint. I emailed again last Thursday and I am still waiting for a response. Appalling admin response or should I say no response.

On top of the service, the engineer gave us some great advice on running and maintaining our washing machine.

First class service and advice from Cyrus, the technician who did the repair work.

Very professional , polite and made no mess.

Second faulty tumble dryer, serious system error, months later still not fixed. Poor response from customer service. Just left hanging. Absolutely disgusted given how expensive these machines are!

Absolutely abysmal service, start to finish from Miele. I used them as I understood them to be a trusted, reputable brand but I have learnt this is not the case and will never use their products again.
Bought a brand new vacuum; under warranty, a part has broken, not a single person I’ve spoken to on the phone can tell me what the part is, even with photographs and diagrams, even after referring to an engineer. I have spent several hours on the phone to their call centres, each time receiving different information and a variety of unkept promises, calls back which never materialise, promises of a collection of my vacuum to be looked at by an engineer but the collection never materialises. Emails not responded to. Aside from John Lewis call centres I cannot think of a worse customer experience!
Still no further forward and I am weeks into complaining. No one has come back to me, no one has a record of my complaint and no one seems to care.

I want to warn people that Miele customer service is unbelievably awful and the repair service is unreliable and unnecessarily costly. Customer Support staff seem to have been instructed to be as rude and unhelpful as possible (compare Virgin being fined recently for their deliberate manoeuvres to prevent account cancellations). Miele's modus operandi seems to be to encourage the purchase of a new machine at all costs, instead of fixing machines that have been well cared for and used for thousands of hours less than the 10,000 hours they are engineered to deliver.

Be VERY wary of booking a fixed price repair: if you haven't correctly diagnosed every single issue and listed every spare part that might be needed, the 'senior technician' at the end of the engineer's phone will likely veto fitting the spare part(s) and you will be obliged to pay for a second call out at £189 in London (£179 elsewhere) plus parts.

I had reported my machine was not draining and spinning properly. The engineer's visit was very prompt and he ran a load of diagnostic tests before emptying a gunged up breather pipe that had caused the problem. He said my machine had done around 6,500 of the 10,000 hours it was engineered for and just needed two spare parts costing around £100 total to be safe to use (needed to replace a partially perished top concertina hose that might split and leak on the motor, and to replace worn suspension legs). Seems engineers have to check in with a senior technician, who said the engineer was not permitted to fit the parts there and then (plus there wasn't a hose on the van anyway, even though it must often need replacing).
I rang customer services while the engineer was with me to query this outcome, as paying another £289 to have £100 of parts fitted seemed unreasonable or more to fix the machine seemed steep (£578 total for a small pipe to be degunged within moments and £100 worth of parts replaced).

The first call handler suggested meeting me half way on the repair costs, before I got cut off without me having his name to call him back. I could not be reconnected and the second handler refused to consider meeting me half way and said I needed to get a new machine instead. The engineer wholeheartedly refuted the need to replace the machine when I checked with him.

I submitted a formal complaint, as this seemed unreasonable. Complaints handling is painfully slow - responses are supposed to be sent within '48-72 hours', but I had to wait several weeks for a meaningful response each time I emailed Miele. Whenever I chased them up by phone, I was fobbed off and told my complaint was with the management team and they would be in touch 'as soon as possible'.

After weeks of delay and being unable to use my machine, Miele finally agreed to fit the spare parts for free as a gesture of 'good will'. The second engineer didn't bring the required spare parts up to my flat and was very cross when I asked if he was going to go back to his van for them. He took the front of the machine front off and then immediately said it had to be written off as there was rust on the machine floor. (The previous engineer had the machine open for ages and never mentioned rust as a barrier to his suggested repairs). And to me, the rust looked VERY superficial...

Imagine if I had paid for both engineer visits (costing £478 minimum) just to be told the machine had to be written off?! (It felt like the second engineer had been instructed to write off the machine, but I could be wrong.)

Miele automatically discount the £279 of a fixed price repair from the cost of a new Miele machine. However, given how contradictory the two engineers' reports were and poor quality support, I asked Miele for a free 10-year warranty to help offset my concerns about future unreliable engineering services and costs, given my recent experience. Miele refused.

I originally bought a costly Miele machine for longevity to avoid built in obsolescence and unnecessary landfill. It seems that even if a machine is fixable, Miele obstruct repair of anything but quite recent machines.

Given such a disappointing experience with Miele, I'll be looking for a different brand of machine.

Extremely poor customer service and administration.
I purchased a Miele appliance and paid £319 in full on 6 June, yet I have continued to receive payment reminders and have now even received a Final Demand threatening debt recovery.
Despite contacting customer services by phone and explaining that the invoice had already been paid, I was simply told "we can't help you." It is unbelievable that a company of this size can admit they can't resolve such a straightforward issue while continuing to send threatening letters demanding payment.
The most alarming part is that they also sent me another customer's Final Demand letter, complete with that person's name, address and account details. This is a serious breach of personal data and raises major concerns about how Miele handles customers' information.
Instead of apologising and correcting their mistake, I have been left chasing them, proving that I have already paid, while they continue to threaten debt collection. This has caused unnecessary stress and wasted my time.
This is not the level of professionalism I expected from a premium brand. Miele may manufacture quality appliances, but their administration and customer service have been appalling in my experience. I have now had to raise a formal complaint and will not hesitate to escalate the matter to the Information Commissioner's Office (ICO) if the data breach and continued payment demands are not dealt with properly.
I sincerely hope no other customer has to go through the same experience.

I have always considered Miele to be a premium brand, but my recent experience has been extremely disappointing.

I contacted Miele because my appliance was under warranty and was advised that an engineer needed to attend. At no point during the booking call was I told that I could be charged if the engineer later decided the fault was caused by an “outside influence” rather than a mechanical or electrical defect.

After the engineer visited, I was presented with an invoice. Had I been told beforehand that there was any possibility of a charge, I would have arranged for the appliance to be checked privately instead.

I raised a formal complaint explaining that my issue was not with the warranty terms themselves, but with the fact that I was never informed about the potential charge before agreeing to the visit. I asked Miele for the booking call recording, a transcript, and the engineer’s report so I could understand how they reached their decision. Despite repeatedly requesting this information, they refused to provide it and simply stated that their decision was final while still demanding payment.

For a company that promotes itself as a premium brand, I expected transparency and fair treatment. Instead, I was left feeling ignored, with my main concern never properly addressed.

I hope Miele improves the way it communicates potential charges to customers before booking warranty appointments, so others can make an informed decision.