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.

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

Well said Trebor.  I believe vacuum makers/reps "police" this site and are following Catlady's developments closely.  The MIELE rep may/may not have a personal and professional relationship with the local MIELE dealer.  Usually they do and are loyal to the local dealers.  Their bread and butter.  Corporate is Catlady's best recourse if the local MIELE dealer can't satisfy her.

Carmine D.

Carmine said: "Well said Trebor."

Thank you, Carmine. All those thousands of vac demos, design presentations, and years of Toastmasters have paid off when it's time to string a few words together.

Trebor

Trebor wrote:

Excellent!

Carmine D.

(If it means anything) I actually had an S7 Customer come into the store today saying how fantastic a job their new vacuum is doing on their floors!

Lucky1 wrote:
Of course it means something. Hope you sell many more.

Venson

Just got an email from eBay today. About 10 Miele S7510s are up for sale in the UK for the equivalent of slightly under $500 each (GBP 359.58). Is that a deal? I checked online by way of Argos and some other online vendors but don't see Miele uprights in their inventory though several canisters are offered.

Thanks,

Venson

Venson wrote:

Argos don't stock the more expensive Mieles - no powernozzle models, for instance.

The S7510 can be found brand new on eBay for as low as £295, plus £8 shipping. Looking at online retailers:

- appliancenet has it for £289.48

- Buyers & Sellers has it for £299

- Redhill Appliances has it for £308

- electricshop.com has it for £309.99

- Hughes Direct has it for £320

- Kitchenscience.com has it for £323.18

- appliancesdirect.co.uk has it for £325.92.

- 365electrical has it for £329

Some have slight additional shipping charges, but even factoring that in, all of them seem to cost less than £359.58. Since the TOL AutoCare HEPA S758 can be found from online retailers as low as £344, the eBay deal you mention doesn't sound like such a bargain!