Miele Princeton Experience Center

This is an update to my earlier, very negative, review.
I did followup per the instructions from the Miele rep in response to my original review. A customer service rep got back in touch with me and after I sent him the tracking information for my returned package they refunded the cost of the product, and I guess as an added courtesy, the shipping cost as well. It turns out that the first customer rep that I had spoken to on the phone gave me incorrect information – a return authorization is not required nor do they mail out labels for return shipping.
I also did end up buying a Miele Washer and Dryer. Originally, at the time I was having trouble with the detergent order (which resulted in the negative review), they were offering a free upgraded 5 year warranty. By the time I was done resolving the issue with the detergent, they were no longer offering that extended warranty. Even though they were no longer offering it, the rep agreed to get it for me out of goodwill. [After the issue with the returned detergent, he asked «is there anything else I can help you with?», and so I asked about whether he’d be able to offer the extended warranty and he agreed.]
So, all said and done, I am now a happy Miele customer. I still have to take one star off because of all the anguish I had to go through! But at least I am happy that they resolved everything to my satisfaction.

Right now we are very disappointed in the customer service and billing of the Princeton, New Jersey Miele repair department. We have been very patient and spent an inordinate amount of time corresponding with them concerning a repair that had to be completed with the funds from an insurance company.
It took a couple of months to follow their procedure to handle a situation such as this. The repair is finally complete and payed for. We now have use of our brand new Miele range which was installed in July 2015. It is just one more of many excellent Miele products.
After all we have been through we received a new bill for almost as much as they demanded upfront in order to actually repair our range. Once again we had to spend a lot of time to clarify that we (or rather, the insurance company) doesn’t owe them anything. They adjusted the bill, but still insist over $ 500 dollars are owed. It makes no sense considering their policy of paying all costs for parts and labor prior to the actual repair.
No extra parts were ordered after they were paid in full and all labor was calculated prior to scheduling the technician to repair the range. It is our hope that they will admit they are wrongly charging us. We look forward to an invoice and email that states we owe them nothing.
We will post an update as this is resolved. We are extremely disappointed.
They rescinded the bill. I did not have to pay the extra $ 500 plus. It took determination on my part but I am now satisfied.

No stars should be an option because that’s how many high-​end appliances they should sell with their low-​end customer service.
Last time I buy a Miele (and I have two). Family purchased one (nearly $ 2,000) and over the past five years, the same part has failed at least four times (I’ve lost count since it isn’t working again as I write this). Miele promised in 2013 to replace the entire unit if it failed again. It failed again. So what did Miele say?
1) It failed because the dishwasher was connected to hot water and shouldn’t have been (two different people have said this including their Quality Assurance Coordinator). Perhaps they should read their own manual.
2) It failed because you have solar and the water temperature can be too high with solar (Quality Assurance Coordinator again). Yeah, except the solar is only for electricity, not hot water.
3) We don’t have a record of that phone call and our recorded calls only went to the call right after that. Oh, and you don’t have «hard evidence» of this promise. Ummm, you record the calls. I’m supposed to do what exactly? Apparently Miele thinks I should have some sort of document the repairman left with a hard copy of what a customer service person told me on the phone???
4) Finally… OK, our bad. We’ll replace the unit with a discontinued item that someone else sent back because there was shipping damage. Oh and the cost to ship to you is $ 450, which is about double what it costs to ship a giant Subzero refrigerator.
And this isn’t the customer service from some general customer service number. This is a rep assigned by their head of quality assurance. Wow.

I am shocked that such a high end company would have such terrible customer support. I purchased the futura dishwasher recently and it was not functioning properly. Instead of being helpful and addressing the problem, the company shifted me from department to department trying to avoid responsibility. In a nutshell, a brand new dishwasher should clean dishes and mine did not. I found their tech support to be unhelpful and evasive. I was very disappointed overall with the customer service and the performance of the appliance. I have a miele vacuum that I love so I was expecting the same kind of quality. Aside from the dishwasher performance, I won’t buy from this company again because of their customer service. or lack there of.

Worst customer service. Paid over $ 6,000 for a refigerator and they don’t even have a voice mail to cancel service calls. On the other hand, the guy in the parts department was the nicest and most helpful. My part cost $ 1.54 and the service call is $ 95. What is wrong with this picture?
I doubt that i will be buying

Really really disappointing.
We bought our home almost 3 years ago and have installed 4 Miele appliances. A double oven, a dishwasher, a cloths washer, and a drier. Not a single one worked properly. I’ll spare you the details.
Customer service is a comedic tragedy. The automated message says, «Due to an unusually high call volume you may experience long wait times.» The message starts this way even on holidays when they’re closed. I think it’s the default. The automated voice then reminds you that you can request service online. Excellent. There is no real e-​mail address anywhere on the website, instead you fill out an online form and click submit. Except every time you click submit you get a page not found error. The form to report problems to their webmaster is the same one with the same problem. Hilarious.
I’ll never buy anything Miele again.

I wish it were possible to give negative stars like –100 stars. I loathe Miele and their support and service after they have got your money. We decided to install all Miele appliances in our new kitchen and what a nightmare.
For example, we purchased a Miele Freezer and Frig, built in, shallow depth style. When we purchased our appliances, Miele was having a deal, that if Miele installed the appliances for an extra fee, then the customer would be provided some sort of warranty or coverage if there were any problems.
A Miele rep came out and looked at the framing etc. and gave our contractor specific instructions on the modifications that would need to be made before Miele would agree to install the freezer and frig. The changes were made and and then inspected by the Miele rep, approved by Miele, and then Miele installed the freezer and frig.
However because the freezer and frig were installed to far left not only are the units not centered in the opening the freezer door does not open wide enough for the drawer of the freezer to come out. We contacted Miele and their official response is a noted:
«Specification sheets are available for each appliance. It is the contractor’s job to make sure cabinetry is built accordingly and placed where you will want it. The installers verify the dimensions, and they can make suggestions, but it is the customer’s responsibility to prepare the site according to the specification sheets (in this case, you delegated that responsibility to your contractor).» — Ms. Emily Birch — Miele Supervisor
We had the opening framed and where we wanted but, basically we were held hostage by Miele, they wanted the framing done another way and would not install the appliance until it was done according to their instructions which prevented the door from opening all the way but I guess according to Ms. Birch as Miele, all Miele cared about was the size of the opening and not if the doors would open properly.
Unbelievable.
Trust me when I say that this is just the tip of the iceberg. There technical support is a joke. There written documentation is very vague. I spent so much time trying to get answers on how to clean and use the appliances it was unbelievable. And Miele’s own employees are not knowledgeable either. Oh and they do not have a problem making you call this number and that number and having to repeat and repeat over and over again until you just give up.
If Miele is so cutting edge on products, service etc. then even if my initial contact was not to the correct department, are they not capable of forwarding my communication to the correct department and have a capable knowledgeable employee/​technician call/​email me back and help us out?
So Miele’s go to strategy is to point out that all is the customer’s fault, for the customer to read this, for the customer to go to this or that website, for the customer to call this or that number, and all the customer’s confusion and frustration will simply go away. Of course this means little or no effort or inconvenience to Miele but a nightmare for the customer.

terrible customer service… rude and not helpful at all… don’t buy Miele… when it breaks you are in trouble with no help from them!!! They could care less.