Vacuum Cleaners Discussions

First upright from Miele

29 February 2008 This summer, Miele will launch its first range of upright vacuum cleaners – the S7.  It will consist of about six models, all of which feature ultra large dust bags and  “a unique swivel body, which makes it easy to manoeuvre in even the trickiest  of room layouts”. According to the company,  the decision was made following  numerous requests from customers that wanted to buy Miele  but would only use  an upright model. Text: courtesy ERTweekly.com Picture: courtesy Miele.co.uk, 2009 Edited 21st March 2009; reason: loss of original image.

Hi Carmine,
Is heating and smoothing the plastic a normal repair done in Vac Shops where the plastic on a vacuum may be damaged? 
I think if my vacuum was older and not still under warranty I would allow them to do that type of work on the vacuum.  It just felt like that was an unacceptable repair for such an expensive and new machine.

catlady wrote:

Only for vacuum shops that don't know what they are doing and are trying to cover thier *ss.  If you took your new car in to the dealer to  have a stereo installed and they mangled the plastic in the dash would you allow them to try and melt it back into shape?

Dusty

catlady wrote:

I've been out of the vacuum store business since 1992.  When I was in business for 4o plus years, I did many unconventional repairs and refurbs that were not "normal" for the period by industry standards.  I've talked about them here.  I repaired cloth bags when all others replaced them.  Why?  No one in the business had a heavy duty sewing machine and knew how to sew like I could to do the proper stitching. I often used leather to reinforce the weak spots on my repaired bags that made them last longer than the new ones.

When I moved into my new home in LV, after several weeks I noticed a hairline crack several inches long in our fiberglass walk in shower.  Just enough to allow water to leak out of the bottom basin onto the ceramic tile floor.  I called the builder and he sent out a 'craftsman' to inspect it.  I thought for sure it should/would be replaced with a brand new one.  But it wasn't.  In short order, this repairman WHO KNEW WHAT HE WAS DOING sealed the crack.  It's impossible to see any repair.  In 2 1/2 years of usage every day, no problems.  He said it was as good if not better than new.  Told me he does these repairs on boats with cracks like these, and worse, all the time.  Guarantees the repair work just like it was new.

Like I said, your fall back position is a new part if you're not happy.

Carmine D.

Hi Melanie!

I spoke with the local Miele dealer in Ft. Wayne. I have known him a long time and sent a lot of business his way, and I am responsible for several Miele sales a month through referrals. I asked him point blank what would he do if he were so incompetent as do damge a customer's Miele while repairing it under warranty.

 "Replace it"

"The part you damaged?" 

"No, the entire vacuum." 

"What would your rep say?,"

"He would insist upon it"

"Would the rep have to bear the cost of replacement? /  Would you?"

"NO!"  / "Probably not, especially in this case BECAUSE: the prototypes are intended to be returned upon failure of any kind so Miele can see where improvements need to be made, including training personnel in the repair of the vacuums."" The techs at tech support have the discretion to authorize repairs in and beyond the warranty period up to and including COMPLETE AND TOTAL REPLACEMENT OF THE CUSTOMER'S VACUUM. But the rep can just as easily call tech support and say , "I am authorizing a replacement for  Ms. Catlady's vacuum, which is am S7 prototype. AND the vac shop can authorize an exchange with just an authorization # from the rep.

WE DO THIS KIND OF REPAIR ALL THE TIME? That statement says a lot and raises even more questions about the dealer's competence and integrity.

Why do they need to do repairs like this all the time? Can they not learn to repair them without causing damage? The local shop in Ft. Wayne I mentioned is on the verge of becoming a diamond dealer. He is not a hack or a wannabe. He said repeatedly that the number of Miele repairs and warrany issues is so miniscule that this should have been taken care of immediately.

Melanie, it is time for Catlady to unsheath her claws. Just call Miele and go the top. From this moment on, the delay and lack of resolution are on your shoulders. Stop p-u-s-s-y footing (sorry the censor bleeped the actual spelling) around. The vac shop and the Miele rep are no longer your concern. You had a good relationship with them until THEY damaged your product and you wanted them to make it right. I would have looked him in the eye when he whined, like some kid who had to pay out of his allowance for something he broke, and asked, "So what's your point? How is that my responsibility?"

There is something very fishy here. Is that vac shop really an authorized dealer? Has the rep lost other dealers? After losing a few dealers, the rep's integrity and credibility come into question. Miele is a sought after product. No Miele dealer or rep worth his or her salt is going to behave like this. Can you not see that they are priming you so when they finally "give in" and (sigh) absorb the cost of the new back housing, which in all likelihood they will not have to do, you will be "grateful" and walk out feeling like you "won"? You posts here reveal that you are a geniunely kind soul, willing to give people a second, and a third chance, and honey, they are playing you like a violin. How much time have you spent on this? What is minimum wage now? Are you getting anything close to that in compensation? I still say the right people don't know about this yet. That Miele dealer is "adjusting his fluid balance" in a public pond, and he needs to have his swimming privileges revoked as of yesterday.

You bought an expensive vacuum which your supposedly authotized dealer damaged performing a warranty repair, and now they want to give you more delay, more resistance? No. No. No. This is in no way your fault.  The dealer's lack of malicious intent is not an excuse. This whole line of discussion has moved into the realm of the surreal. No one is going to stand up for you, darlin' except you. Do it.

Trebor

Trebor wrote:

One of the many reasons I never sold "test" models to customers even if they were insistent.  These are for display and demo only, not sale to the public. 

Carmine D.

Melanie,

How long is the written warranty on your prototype S7? Find out.  How about this for an alternative? : Agree to the repair as they want to do it provided:

1) it actually works

2) they give you the seven year motor warranty that is standard on the new S7's  ON YOUR TOTAL MACHINE, IN WRITING

3) they agree to sell you your bags by the blister pack at 40% discount (They will be surprised you know that a FOUR pack of 5bags plus a pre motor filter is a blister pack. It 's how they buy them)

Accepting the repair becomes an attractive option for you at this point, and it's what they have been pushing for

Just exchanging your vacuum for a new one, always the easiest option for them, now becomes attractive, or they can just give you every cent of your money back and let you shop elsewhere, and they can be sure you will not be recommending them or Miele to anyone. Not bad for you, except you still need a vacuum (They whine, "but we invested time and energy for nothing!"  Awww, to quote Bob Dylan "HOW DOES IT FEEL?"

You go to Miele brass, definitely not likely to be good for them.

You contact the local news media AND the BBB, DEFINITELY NOT good for them, or for Miele.

Five options they can pick from, not bad, for someone who thought she was at their mercy, eh, Catlady?

I would also suggest you contact Al Carpenter at Lindhaus and ask him if he would read this entire thread, and let you try a Diamante or a Dynamic 14" two motor upright. Be sure to ask how long the hose is, and if you would need an extension hose. If they do this and you like the Lindhaus, and agree to post your experience AND A REVIEW here on the forum, Miele will have only themselves to blame, and Lindhaus will have a slam dunk testimonial bought and paid for by Miele.

I do some of my best thinking after I stop thinking about getting mad, and start thinking about getting even

YOU GO, GIRL!

Trebor

Hi Trebor
The frustrated part of me is screaming "Just replace the da*n thing already and let me move on with my life".  The calmer side of me is saying "Let them repair the vacuum properly and put this behind you".  A part of me feels like it would be almost arrogant of me to demand a replacement if the vacuum can be repaired to my expectations since my vacuum does work.  I think that has been what is holding me back from demanding the replacement.  I was really upset when the Vac Shop tried to convince me to go with the heating/smoothing the plastic and at that point I did almost say "If you're not going to replace the part then replace the vacuum".  I can be very forward when I need to be, but for some reason the fact that my Vac Shop guys have been so nice to me in the past is holding me back from being more demanding.  However, I was not happy when I walked out of there today.  My husband pointed out to me that there were a few customers in the shop and they probably heard me when I politely said to the guy "I don't want to be rude, but if I wanted that kind of repair, I would have bought a vacuum from Wal Mart".  Since I depend so much on my vacuum this is really frustrating and irritating.  Honestly, I think my first NO to the heating/smoothing should have been enough.  At that point in time they should have said "Ok, we'll replace the back panel for you".  Instead they tried to convince me that I should accept a (in my opinion) shoddy repair. 

With 15 animals in the house and asthma I need to vacuum frequently.  A day without vacuuming can make my house look like a disater.  Sometimes it looks like it within an hour after vacuuming.  Especially when the dogs have decided the yard needs some escavation and mole hunting is fun.  Tonight was one of those nights.  I have dirt and dried leaves and grass everywhere and no vacuum tonight.  When I came home from a birthday party I found that the dogs also decided to get into a litter box while we were gone (my fault, I didn't latch the baby gate properly when we left) and there is now a spilled litter box to contend with.  I will have to see if I can borrow my MIL's vacuum tomorrow.  To the average person vacuuming is just a chore they need to do once a week or so.  Around here it's a necessity that needs done at least daily, sometimes more.  I don't think my Vac Shop or Miele understands this even though I have tried to explain my situation.

Melanie

Melanie,

Your vac shop had every reason to be nice to you. You had been buying filters and belts for your Wal-Mart vacuums, and repairs to keep them limping along. You dreamed of a better vac, I'm sure, and mentioned it to them. Now, that they "earned" your business by being nice to you and you spent what is to most people a tidy sum on a vacuum, they are balking at making right a repair which they, by their own admission botched. They are not doing you a favor by keeping their doors open, you are doing them a favor by spending your money there and returning for supplies, and perhaps more purchases.( If you don't own a vapor steam cleaner yet, ya gotta get one, especially if you have allergies and pets.)

The treatment you have received from your shop and their Miele rep is shoddy and unforgivable. I'd like to see one of them accept anything less than a complete replacement on a botched in-warranty repair. You are not being arrogant to expect either conditions 1,2,and 3 for the smoothover repair, or 1 and 2 for the proper part replacement. YOU have been inconvenienced and it is not your fault. You are experiencing a breach of trust engendered when someone spends a significant amount of money with a local specialized merchant.

Someone here mouthed off, don't remember who, (not important,) that Pioneer could have saved the planefare for the three execs. My point was that their response was so immediate and so over the top that he still talks about it today. Without having to 'sell' the Pioneer name he has sold so much product for them. I don't think too many people actually remember what outstanding customer service really is, and what it means to the person who receives it. Replacing your vacuum now means you sigh, "Thank, God that's over, but the sour taste remains because of all the frustration and aggravation leading up to the resolution. How would feel now, if before the damage had even occurred, the vacuum was swapped out and you received a pack of bags and a sincere apology for your trouble? Do you think that in 5 yrs you would still be saying, anytime you heard the word, 'vacuum or sweeper', "Wow, the Miele is the best, not just the vacuum, but xyz sweeper shop, and the Miele company? You can't buy that kind of advertisment with any amount of money. And what is really sad is that the shop, the rep and Miele have lost that opportunity to give you that kind of service, and they don't know enough about real customer service to even care. The cost of the vacuum is nothing compared to the positive, unsolicited feedback from a satisfied user of any product. I really wish you would ask customer care at Miele, and Al Carpenter of Lindhaus to read this thread just to see if there is anyone out there who can still even grasp the meaning of taking care of the customer.

WHY would a vac shop owner say, "We do this kind of repair all the time?"  It sounds cheesy and second rate. Melanie, you should have a new vacuum, bottom line, or some substantial compnesation for keeping your present one. YOUR time and energy is just as valuable as anyone else's. Don't let them walk on you. They will repalce the back of your vacuum. no doubt in my mind, bgut they are going to make you so God awful glad to be done with it, that you won't ask for anything else. Trust me, they know how to play the customer, and they figure they will wear you down and you'll take your repaired vacuum and leave. When your order is messed up at a restaurant, do you send it back? When the stitching pops out of a new garment, do you take it back?

The point is, the vac shop, the Miele dealer, botched a reapir job. It does not matter that he did not mean to do it. It does not matter that he can make it disappear. What matters is your vaccum cleaner was damaged by the person who you trusted to fix it. Seriously, I would find another vac shop to do business with. No matter the outcome, you are always going to be the b*tchy cat lady from now on. They don't want to do right by you, or they would have already done it. No. They are not going to behave better toward you unless you have money to spend in their store.

You could have gotten better service from an internet dealer.

Good luck,

Trebor

Trebor wrote:
Do I get in touch with Al Carpenter through the Lindhaus Customer Service?

Dear Melanie aka CatLady,

Lindhaus USA is a small company. The parent company is Rotafil of Italy. Lindhaus has a focus of vacuum cleaners and just recently hard floor washers/carpet extractor combos that look and push like upright vacuums. Lindhaus was chosen as the supplier of vacuums for the cleanup in DC after 911 for performance, ease of use, and filtration. The newer Lindhaus models are called the Diamante (residential) and the Dynamic (commercial) They look identical in pictures. The 15 with it's little 'L' projection seems like it would be handy for under toe-kicks, etc. I do not know about the cost of Lindhaus bags. They appear smaller, however, they are paper and biodegradeable. Lindhaus adheres to a standard of (I'm going from memory of a conversation I had with Al Carpenter years ago.) of about 95% effectiveness down to 5 microns in the bag, and leaves the rest up to the filter. The clean air filter really is sufficient for all but the very worst allergy sufferers. If Al remembers me at all it would be as the Electrolux man from Ft. Wayne, IN. I inquired as to whether they had any positions open as a rep, but they really don't have reps, people call them. In any case, the people there were all pleasant and helpful.

Here is a link  to a quick video demo. http://www.youtube.com/watch?v=B3-uoh5LmrQ  You can get accessory 'shoes' for hardwood, and other hard surface floors. I have seen Diamante for nearl 1000.00 and Dynamic for right at $600.00 the Lindhaus website does not post prices and the two machines are so close in appearance the prices may have been mixed up.

I hope, Melanie, that someone steps up to the plate and helps you. No, a vacuum cleaner is not on the order of people starving, or being homeless, but life is full of enough aggravations. It just is not supposed to be this difficult to get a fast stress free resolution on something this simple. Miele has abused your trust, period. You paid a premium price for a premium product and were promised fast hassle free service if you ever needed it. Immer Besser and all that. Well, they got your money, now what?

I hope with all my heart that Al seizes this opportunity, sends you a Diamante, that you absolutelly love it and he says, "Hon, just send us your expensive piece of crap and write us a good review, and call it even."

And if anyone reading this thinks I'm being a bit harsh, remember the facts:

Melanie's expensive purchase failed under warranty, authorized repair center caused damage due to impatience/incompetence, and from minute one, Miele customer service, Miele rep, and Miele dealer have all had complete authority to just exchange the vacuum and send the customer on her way to sing their praises. Done. Finished. Over. Resolved. with best possible outcome, customer ecstatic and telling everyone. These are the opportunies that make or break a company. These are the  'vampire stories', because they just never die, and they get worse with each retelling. The smart person/company makes sure they are driving the stake, not getting the sharp end of it.

Trebor