Stay away from this company! Needed our Miele dishwasher repaired. Provided the serial and model number as well as the error, hoping this would mean they would come prepared with the part we needed. The technician diagnosed the problem as the gasket being worn, but he didn't have the part in his truck. We were charged $150 for labour plus cost for parts - $330 - which they were going to order in for us. Didn't hear from them for approx 2 weeks. When I tried calling during this time, no one answered the phone. Finally reached them only to be told that Purolator lost the parts being shipped/they were delivered to a convenience store and they were going to let me know...when? Ordered the parts again, technician came back and put them in. The next morning, the dishwasher was still broken, same error. The owner calls to talk about the purolator mix up, wants to talk about all the steps involved in fixing a dishwasher and then says he will give me a discount on the labor for the 3rd visit. I mentioned to him that the first technician informed me that their policy is free labor if there is a problem with the service within 3 months. He backed off when I reminded him of his policy. A different technician comes (I appreciated them sending their 'best' guy) puts in the new part (a relay) and charges us on the spot like the other technician for $62.00 (cost of the part). I just got a voicemail from his accounting person stating that we owe another $240.00. I am baffled. Try to call but no answer so far. Will try again shortly...
- Company Response
Thank you for sharing your views of the situation and breaking it down in a way that will allow us to assess it diligently and improve it in the future.
I would like to help address the situation entirely from the technical perspective as well.
The miele dishwasher displays an error code in a single way. from the perspective of the user it will always say intake/drain and have a flashing light meaning it will look the same regardless of what the real reason for the failure is. In order to get exact error codes; service mode must be accessed which is done by a tech. The first error code was an F11 error representing a drain issue. Once this issue was repaired the technician tested the unit and it did not fault out. He left the dishwasher running to ensure it finishes the cycle and doesn't fail. If it does fail then we would receive a quick call back so that we may act fast. However the dishwasher only failed the next morning when it was used again.
When we arrived on site to assess it further the second error which did not exist on the first visit was an F24 representing a failure in the heating circuit. It is not possible to assess a problem that isn't present at the time of the assessment. The 2 errors are unrelated to each other. We had the parts in stock and we offered not to charge any additional labour as well as provided a partial refund for the first visit reducing the labour of 150 to our service call rate of 95+HST (107.35).
To repair the second error the cost of the parts was 240 and no additional labour was charged.
The dishwashers end result was that it was left operational after the F24 was addressed. It is currently working and fixed.
Regarding part deliveries:
We use Purolator for deliveries as that is the delivery company miele uses by default to ship parts to service providers. All Miele parts come from Germany if not in stock and with the difficulty of moving shipments with the current pandemic, part delivery times have increased in general while the demand for repairs has increased.
We take a lot of pride in our service and in times that things don't work out as planned we do our best to fix them within the means available to us. We would never intentionally have our clients go through a stressful situation.
In this case we only charged a total of $107.35 labour for both error code repairs and the rest of the charges were for parts. The price of this repair is very fair.
We are always working to improve the delivery times and do our best to stay on top of expediting orders. We will continue to work at this and eliminate the kinks as we go.
We appreciate all of our reviews as they allow us to improve and understand our clients needs better. Thank you for taking the time to explain your concerns.
The Man With a Wrench team