Miele Appliance Gallery

To:Miele Canada

Dear Service Professional,

Thank you your service call to Heddington Ave., Toronto April 10th, it will likely save me a boatload of money in the future.

I scheduled a service for my dishwasher to have the hinges replaced and have the unit inspected, I spoke to the technician over the telephone while he was completing the service call with my wife at home yesterday.

I discovered tonight that the water supply to the unit had been shut off when I turned on the dishwasher after dinner, I looked under the sink to see what was going on and realized that the water supply was in the off position so I turned it on which released a torrent of water underneath my kitchen sink, covering the floor, my utility cans and my clothes. At no point during my conversation with the technician did he indicate that the machine could not be used due to something he had found or had become broken during the call, obviously he was aware that the supply hose unit/connection to the dishwasher became faulty after he removed it and then reconnected it, otherwise why would he have left the water supply in the off position and not said anything to either my wife or I about this specific problem. Why was he was unable to fix it? Why did he not plan to return promptly? Why did Miele not call us to let us know we are SOL?

The technician only indicated that he was "ordering some parts" and we would be contacted by Miele, he did not give us a timeline for either however I assumed the unit was still operable and certainly not in worse shape subsequent to the service.

Prior to this crazy experience we've always been very satisfied with this unit having owned it for 10 years ourselves, I don't understand the philosophy behind a technician leaving a job knowingly unfinished leaving the customer in far worse shape than prior to the service call, then not owning up to the issue. It boggles the mind.

We are researching replacement of our unit instead of investing substantial sums of money in repairs to a unit that is been service for 15 years however this experience has me quite irate given how we have been treated, why would I ever consider purchasing a unit now from Miele after this experience. The technician was very short with me on the telephone while he completed his service call I had several questions and his final response to me was that he's never been asked so many questions by a customer? What does that mean? I was trying to determine whether or not this type of unit is near the end of its useful life and what would a short-term investment to repair this unit cost in comparison to purchasing a brand new unit. I do not want to make the mistake of throwing good money after bad and I was fully committed to purchasing another similar Miele unit, now I am left with a unit broken by Miele and full of dirty dishes on Friday night with no expectation for what Miele had planned to do about this, however at this point I'm not sure I really want to spend a lot of energy pondering that, I'll continue spending good time doing dishes by hand and look at other brands of comparable quality of which there are many.

There's no incentive to have the technician return again to try to make this good, given how this was left and generally handled.