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 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

Melanie,

One more option to consider. I sold Lux central vacs to customers who installed them in their existing homes, and then moved them to a new home they had built. The tubing is there for a buyer, to use or not as they choose. You may e-mail me privately for questions about number of inlets, etc. if you wish. Go with MD, AMERICAN MADE, easy to change bags/filters, quieter by far.

Trebor

I spoke with Jim at Miele this morning and explained how the Vac Shop wanted to do the repair on my vacuum.  I asked if this was acceptable to Miele and he said he could see it from both of our prospectives, but agrees that with this being a new machine it should be repaired properly by replacing the part.  At that point in time I did ask if they could replace the vacuum since it was a test model and I've had 2 hose issues and the repair because the vacuum would not lean down all of the way.  I didn't even mention the indicator not working properly.  He told me that he did request a replacement for me a couple of weeks ago but it was not authorized.  He said if he had it his way I would already have a new vacuum, but it is out of his control.  He then told me that he will have his Supervisor call me (Sally) if anything else to consol me about this.  Hmmm, I don't think there's going to be  much consoling at this point in time.  I'm pretty close to ripping into someone, but I know that won't get me anywhere. 

I'll update after I speak with Sally.

Melanie

Hi Melanie,

I was under the impression that the shop could do the back panel replacement. Have they refused flat out or are they hemming and hawing?

Tell them that is what you want and what you are due as this is their mess. It should be possible to handle this as before. Either, keep the cleaner at home and use it until the part comes in or insist upon a comparable loaner machine if they say they need to keep yours. Also, get their repair schedule (estimated time for the part to arrive plus time estimated to complete replacement.)

Refuse the "melting" offer and insist on a part replacement.

Venson

Venson wrote:

catlady wrote:

This is what should happen!!!

Miele should send you a NEW S7, shipped to your house with a ups pick up for your old machine,The new machine should be New and factory sealed. Bosch did and does this as they want to build their customer service reputation, If this was handled right from the begining with your machine [You'd Be happy as a clam and send them customers ,but no miele is all about miele. So much for emmer-besser.......

regards

MOLE

Hmmm, I'm confused.  I replied to Venson and somehow that started a new discussion.  I'm not sure what I did wrong.  Does anyone know how to fix that?

Melanie