Jaco

The agent who sold the appliances mentioned that Miele had its own installers, a pre-inspection of the job site to make sure everything will fit, and the customer would get in-home instructions on the use of the appliances. The installation had an extra cost, but at least it would be done so you "Experience PERFECT installation with Miele Certified Installation" (litteral wording from Miele's website). I had visited several locations ( 2 official Miele Experience Centres and 2 Agent organisations) and the similarity in wording was astounding, which shows they are following directives and wording set by Miele. They are making promises set by Miele. The pre-inspection is using a measuing tape for uncertain purposes. The inspector didn't indicate the cabinets were slightly wider than required. Didn't specify which receptacles were needed. He didn't even provide me with a report of outstanding issues that needed to be resolved. I had to make several phone calls and sent several emails to get the exact specifications for the receptacles and 1 device didn't need a receptacle after all. The installation was even worse. The microwave's finishing was bent and the fridge remained in the living room. While I was quickly picking up something, the installer disappeared and left the packaging material all over the living room and the dining room. Supplies that were supposed to be with appliances were also missing and no in-house operational instructions. I had to get a third-party installer for the fridge. I had to get the complaint escalated to the President's Office and they still didn't take ownership of the problems. As pre-inspection, delivery and installation are all seperatedly organized, a renovation project is easily delayed. At several moments I had to be firm to get things expediated otherwise Miele's sloppiness could easily have delayed my renovation project by more than 3 months. In hindsite, if I used my contractor and own installers, the renovation would have been completed 2-3 weeks earlier and it would have been a perfect fit. The whole disaster is solely attributable to laziness and sloppiness of the executive team. The frontline customer service reps are professional and trying to solve the issues, but they are let down by their management. The installers/technicians are failing to meet expectations. As long as the executive team doesn't address the root cause (laziness and sloppiness amongst their installers/technicians) and tries to resolve the issues by using lawyers' advice, it is best to stay away from Miele products. If you really like Miele products, don't use their installation services or pre-inspection and be ready to lawyer-up.