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.

The customer service you are getting is TERRIBLE! As a Miele Dealer I must say how embarrassed I am. What galls me the most is your dealer is no small timer in the Miele vac business if he had a prototype model for sale, as they were only given to the select few. No way I would treat you like that. COMPLAIN! COMPLAIN! COMPLAIN!

Hi Melanie,

I'm glad to learn that you've got ball rolling on this. By all means do follow Carmine and Lucky1's advice. Stay on the dealers case until you get a solution you can live with. I still think the shop must have tried to do a quick fix as Miele has no record of them requesting the proper replacement part. Aa I recall, this shop also had a hard time in getting it together about even S7 dust bags. Anyway . . .

Best,

Venson

I would start screaming at the top of my lungsThe machine is under a year old,it should be replaced by either miele or the dealer.Or get a full refund and buy elsewhere.........

MOLE

mole wrote:
Hiya MOLE,

So would I but everybody's got to work out things at their own speed. Melanie's trying to move toward an amicable solution to the problem so that she can maintain continued -- friendly relations with her local dealer whom she may have to go back to one day. In such cases you have to adamant about what you need but at no time let on how stupidly you think the situation was handled. I usually don't get hot under under the collar until appears my message isn't getting through after a careful conveyance of it.

A good result can be brought about but requires just plain old straight talk by way of clearly defining what you want and/or what you know your entitled to. Nonetheless, this matter should not be allowed to go by without the shop doing what should have been done in the first place.

As far as Miele's concerned, it seems to have been on the ball so far. Even though I don't like the sense of "over-control" by way of the company's pricing mandates, I have never heard of a company with information systems so fine-tuned as to allow a customer rep to know that parts weren't ordered in the first place. If there are no major differences in how the back panel of the S7s(I think it's made up of more than one piece), I'd think Miele should simply supply the piece that is damaged and have the dealership put it on pronto.

Keep the faith "Cat Lady" . . . The race isn't given to the swiftest or strongest but to the one that holds out until the end.

Venson

Venson wrote:.

Or until the legal profession gets involved, in which case you'll end up losing even if you win. 

Vernon

Vernon wrote:
Hi Vernon,

It's possible for just about any kind of adversity to fall out of the hat and muck up your progress. Yet, if you're the kind of person who gives up upon the first "No" or "So sorry, there's nothing we can do," then you won't get far.

What's important is to have your mind made up to persevere and to believe that you can and will get to where you need to go. If you do not, that's when failure is a sure thing.

Believe me, there's no exception in my case. I am told daily of what I should not anticipate having or happening. I am told daily all kinds of off-the-wall stories by excuse givers as to why this thing or that can't be done. What I have learned in past that most of that is baloney. If it is something I have a right to -- especially in regard to money spent -- I do my best to get it and do most of the time. As well, I have no qualms about politely informing proprietors at establishments that can't give me proper product or service that I won't be shopping there again or recommending them.

Despite Barnum's claim that a sucker is born everyday, consumers should never be left to believe that after spending hard-earned cash they are just pawns on the board. They are not. Your dollar still swings a lot of weight. Besides which, Miele is a company that attempts to make a name off -- depending who you talk to -- producing quality product. The like has to be backed up by quality service. And Miele should be doing its best to keep its authorized service providers on track because what they do reflects on the company. If Miele vac purchasers can't expect that, MOLE's right -- you might as well save your money and go buy a Dirt Devil or any other cheap piece of junk in the stores.

Venson

Admittedly, I have on occasion resorted to MOLE's approach and sometimes even more aggressive means to assist with a mutual meeting of the minds on a consumer satisfaction issue.  It's called: "Making an offer you can't refuse!"

But.............Venson's approach is in line with St. Paul who tells us in all our words and deeds wear the breast plate of righteousness!  Cat Lady has done that very well so far and should continue until an amicable end.

Carmine D.

I spoke with my local Vac Shop this morning.  The Miele rep did tell me he spoke with the Vac Shop regarding this issue.  When I spoke with them they said they are not aware of the issue and do not have an order for a new hose in.  He was suprised when I told him that he had damaged the vacuum.  The Miele Rep told me that he did mention it to the person he spoke with.  My Vac Shop rep asked me how bad it was damaged and when I told him about the plastic having some small chunks missing from it he sounded doubtful (like he wasn't really sure to believe me or not).  He then put me on hold and apologized stating he was very busy.  He then told me he had to "pry the crap out of the Miele to get it open to put the hose on" and I then felt a bit rushed off the phone.  Maybe he's just having a busy day.  He's always very nice and fun (joking around with me) when I go into the Vac Shop.   I'm sure the damage was unintentional, but I have a hard time believing that they did not notice it before they returned the vacuum to me.  It is obvious.  Miele did tell me that my Vac Shop has a good reputation with them and I do believe that.  Remember, these are the same guys that let me come back time and time again with litter and hair to vacuum up.   They were patient with me while I tested several vacuums in the shop by vacuuming around the shop being constantly in their way.  Heck, they even threw various things on the carpet for me to vacuum up.  LOL  They had a clean floor when I left.

I called Miele back and they put me through to parts.  Parts said the hose is on back order but they expect a shipment from Germany in the next couple of weeks.  They stated my Vac Shop should have the hose by the end of the month. 

Once again, I'm waiting to see what happens, but feeling a bit ansty to resolve this. 

One other thing I forgot to mention before...when I told the first Miele rep what I paid for my test vacuum he said "Oh, you paid for the test model?".  I asked him if I was not supposed to pay for it and he then stated he wasn't sure how they handled the test vacuums.  I'm starting to think I just want the vacuum replaced with the same model, but a new one at this time.  But I'll be happy if they just fix everything.  The vacuum works fine.

Melanie

catlady wrote:
Hiya Melanie,

That's exactly what I meant. The person doing the work should have either immediately spoken to someone else in the shop or called the manufacturer for advice to avoid the problem. The manner in which the back of the machine is constructed is not necessarily easy to figure out by anyone. I looked inside the bag chamber in mine and saw only six spots where screw heads were visible. Two appeared to be there for holding the pre-filter mount in place and the other set up top were for the bag mount. (Correct me if I'm wrong Lucky1.) The last two, uppermost, appear to hold the panel for the display for suction settings in place and were heavy and may be, just guessing, the screws that lead to easier disassembly of the machine. In any event, I won't say too much as I was not there looking over their shoulders.

The S7 has a lot of intricacies -- even down to the little spring-loaded cover that closes the hole for the spur on the hose handle that keeps it locked in place when not using attachments. I have dismantled and put back together a number of vacuums but don't recall as many with as tight a design as the S7. Not a bad thing. Bottom line, common sense would say -- holler for help before you risk damaging the machine's casing.

The squeaky wheel gets the oil. Keep making regular polite calls until the situation is resolved. The bums rush on the phone is merely because they know they are at fault.

Venson

Hi Melanie!

In your shoes, I would speak to the Miele rep, and simply review with him the sequence of events this far:

1) You made an expensive Miele purchase in good faith

2) Your expensive new Miele had a part failure

3) The vac shop the rep supplies product to DAMAGED your vacuum, by his own admission he had to pry the casing apart, and he returned it to you damaged, and with a less than satisfactory repair.

4) The rep informs you that you purchased a 'test' model

5) You are now informed that you must wait at least another two weeks for the part to arrive.

I would flatly state that you sought input from Abby's guide vac gurus, and we are all waiting to see whether Miele, the rep, and the vac shop are going to take this opportunity to proactively turn this mishap into a customer service triumph by simply exchanging the vacuum, or by doing as little as possible as late as possible, let it slide into a debacle. The rep is empowered to make this call. I have witnessed a Miele rep make the decision to cover a cordwinder under warranty after seven years. This is not your mistake, your error, or your fault. Miele has worked for nearly 25 years to get the name recognition they now enjoy in the US. They are counting heavily on their reputation to ensure a successful product launch with the S7 series. It's time for them to show what that glowing reputation is really worth. You have been more than patient. You, the customer should not bear the brunt of Miele's faliure to adequately train their dealers in the proper repair of their product. You are in the right. If the head of the US sales organization for Miele knew about this, there is no doubt in my mind that both the shop owner and the rep would be reprimanded. Enough with the excuses. They have S7 s New In Box. Why are they hesitating? Who has to eat the cost of the vacuum is irrelevant, and not your concern. If a dealership damaged your brand new automobile, would you wait for a fender simply because the car still was driveable? This is just unacceptable. Both the vac shop and the rep are using your desire to be equitable and reasonable to con you into keeping a vacuum the vac shop damaged under an in warranty repair. Are they willing to offer you compensation for keeping the vacuum? If not, then you should have a new one as soon as tomorrow, and they should be glad to do it.

Trebor