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.

Severus wrote:
Hi Severus,

I wouldn't throw the baby out with the bath water. Though I thoroughly understand that the point is moot, the issue is that the independent dealer/authorized service facility by lack of forethought -- and by lack of a little looking -- botched what should have been a simple repair. From the sound of it, even more heinous, is appears highly likely they didn't even get original parts for the initial repair. All that is no fault of Miele's whose position is that, or so they told me, the repair people should be responsible for setting things right, not the company nor at the company's expense.

It would be great if Miele replaced the whole machine but that would, I think, let the brilliant folks at the repair shop off the hook and they don't deserve to be. Explain to me how I may step forward to honor a debt that YOU owe and later hold you accountable for it? Unless the dealer who did the damage agrees to reimbursing the manufacturer in advance of replacement what's to be done? In this case save for the hose, the cleaner operates well and as there is no damage or defect regarding the rest of the machine I'd settle for the replacement of the back panel at the dealer's expense. Anyway . . .

My two Mieles are great and thus far have presented me with no problems. The purchases were intended to at last expose myself to a little bit extra of luxury -- like giving up Melmac for bone china. HOWEVER, I have long been vociferous that Miele and several other niche-brand vacuums are not the only game in town due to ridiculously high prices. There are other far less expensive machines that will do the same work as well or better. Purchases of vacuums at the $1,000 a pop or above should only be made if they are easily affordable to the buyer.

Here I also repeat myself. If you are not out to impress the neighbors with state-of-the-art gizmos and merely want a decent, worthwhile machine consider rebuilt or refurbished metal Luxes, Kirbies, Tristars, etc. They're good, they're tough and can carry even heard-hearted users a long way down the road with reasonable care. If you just must have new but have to consider the pocket book -- check out Hoover/TTI and Kenmore, etc. None of these may be your dream machine but they'll get work done.

Venson

Severus wrote:

Hi Severus,

I wouldn't throw the baby out with the bath water.   Venson

By all accounts, Melanie's MIELE S7 is a 'test' model that is for demo and display by the dealer[s].  Not for sale to the general public.  There is a story here in the story which we don't have and didn't get.

Carmine D.

My understanding was that by purchasing a prototype, I would complete surveys with what I liked/didn't like about the vacuum so that Miele could improve them before actually releasing them.  I completed 3 surveys before the Miele S7 was officially released.  My Vac Shop received 6 to sell under those conditions.  It wasn't a floor demo model or an in store test model.  Unless I misunderstood something along the way??

Melanie

Venson wrote:

Venson,

You do make a good point.  When I initally contacted Miele it was to let them know that I was a "test" household and that even though the Miele is now released, I am now having XYZ problems with the vacuum.  I guess it started out as an FYI and then when I wasn't getting satisfaction from my Vac Shop, I called them back and kind of laid everything on their shoulders.  It really is up to my Vac Shop to rectify this issue.  They ordered the wrong replacement hose, they damaged the vacuum during repair, they offered a shoddy fix to the damage and gave me a hard time about actually replacing the damaged part.  However, Miele needs to know about the service I am receiving from the Vac Shop.  Just from dealing with my Vac Shop recently, I can tell you there is no way they will replace the vacuum.  They didn't even want to replace the correct part that they damaged.  I also remember that Miele made the vacuum I now own and I have had 3 issues with the product already.  The initial hose breakage, the vacuum not leaning down all of the way, and the indicator not working properly.  Not including the bad hose replacement and damage.

We'll see what happens from here.  I still have not received a call back from Miele from my call around 9:30 this morning.  I'm going to contact my Vac Shop later today to see if the hose has been replaced and if I can pick up my vacuum tonight and use it until either a replacement or my back panel is ready.

Melanie

catlady wrote:

Please correct me if I'm wrong but I believe you posted early on in recanting one of your conversations with MIELE that you purchased a "test" model from your local vacuum store.  To which, the MIELE person[s] expressed a mild degree of shock. 

Carmine D.

CarmineD wrote:

That is correct.  When I purchased the S7 it was referred to as a tester model and I agreed to be a test househould so that's what I keep calling it.  The proper term would probably be the prototype model.  When I told Jim what I had paid for this model (as a test household) he seemed a bit suprised that I paid for the vacuum, but then did say that he was not sure how they handled that.  I think he was just out of the loop on how they handled the prototype or test models when they first put them out during that testing phase.

Melanie

CarmineD wrote:

Carmine makes a good point.  There's something fishy going on.  It's kind of like Circuit City selling the Dysons that were provided free of charge for cleaning the store.   

**** 

Venson,

Miele decides which dealers are allowed to sell their products.  Miele doesn't have to own and operate stores to get their products sold.  They can choose which dealers sell their products.   Even if the dealer did something unethical, ultimately Miele's reputation is on the line, since the dealer is an extension of Miele, as far as the customer is concerned.   The customer expects Miele to screen their dealers.  While it may not be fair, you sometimes have to go after the one with deep pockets.  Furthermore,  this is a test machine and she has been filling out surveys for Miele's benefit, they should be treating her like a queen. I don't think it's the dealer's fault that Catlady's Miele has had 3 defects.

Miele has got to be concerned the Catlady will say bad things about here Miele purchase all over the internet.  Potential Miele buyers, who are likely internet savvy, will likely see her complaints and consider them in making the purchasing decision.  Personally, if I had the problems she's having, I'd post my complaints about the vac store and Miele on every consumer web page I could find (e.g. www.epinions.com, http://forums.fightback.com/,  www.consumerreports.org (members only), etc.)  

catlady wrote:

When you paid for the MIELE S7 vacuum from your local MIELE dealer, you were no longer a "test" household/consumer.  You were a full fledged buyer and owner of a "test" vacuum that is not made for sale to the general public.  Unless policies and procedures [correct me authorized MIELE dealers if I'm speaking wrongly] have changed over the years, and they do, "test" models are "loaned" to dealers for display and demo.  In some cases dealers will allow their best and privileged customers to borrow the "test' models for their own use in their homes.   Hence, the surveys.   But these "test" models have to be returned to the dealer.  This is usually done [ "borrowing"] when the customer drops off a vacuum for repair and is in dire need of a vacuum to use in the interim.  The dealer has the customer's vacuum and the customer has the dealer's vacuum.  In kind exchange, pending the pick up of the repair and return of the "test." 

Carmine D.