Miele S7 Hose Issue... Again!
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vacfanatic
Well-known member
Progress... I hope.
Well I received an email from Evy and she advised that OK was willing to offer an exchange. Why didn't the tell me that when I asked about 5 times ago? I felt as if I was being dragged along, to have my S7 taken in to be inspected, to be told that "well, you're on the 3rd hose, see how it does, cleaner checks out ok!".
It's been so frustrating, and I really hope they offer the exchange. I've asked the Dealer to call me back today to let me know what we can work out. A person can only take so much, and this has pressed me to my limit. I'm human, and having spent approximately $2200 give or take with this dealer / Miele products, I was livid.
If this is resolved, I'm willing to clear the table and continue my business with OK Sewing and Miele. If they don't offer the exchange, I'll have no choice but to keep my BBB case open. I just want resolution as I've been asking for a month. I'm the customer, it's not fair to have me be stuck with their product which has clearly been nothing but trouble for me, when all I'm asking is to have it taken back for a different model. I believe this falls into the topics of Customer Service and Exchange.
Wish me luck guys.
Thanks,
Andrew
Well I received an email from Evy and she advised that OK was willing to offer an exchange. Why didn't the tell me that when I asked about 5 times ago? I felt as if I was being dragged along, to have my S7 taken in to be inspected, to be told that "well, you're on the 3rd hose, see how it does, cleaner checks out ok!".
It's been so frustrating, and I really hope they offer the exchange. I've asked the Dealer to call me back today to let me know what we can work out. A person can only take so much, and this has pressed me to my limit. I'm human, and having spent approximately $2200 give or take with this dealer / Miele products, I was livid.
If this is resolved, I'm willing to clear the table and continue my business with OK Sewing and Miele. If they don't offer the exchange, I'll have no choice but to keep my BBB case open. I just want resolution as I've been asking for a month. I'm the customer, it's not fair to have me be stuck with their product which has clearly been nothing but trouble for me, when all I'm asking is to have it taken back for a different model. I believe this falls into the topics of Customer Service and Exchange.
Wish me luck guys.
Thanks,
Andrew
vintagehoover
Well-known member
- Joined
- Aug 30, 2006
- Messages
- 2,883
Good luck, Andrew! 
williamr1248
Well-known member
Miele S7 hose issue again
Andrew,
I understand where you are with a problem like this issue. I had the same customer service with with my Dyson. I was quite unhappy with customer service with my Dyson when I had a main part failed with in the first 4 months of ownership.
I guess when you pay $500.00 for a product you expect better customer service. You can have a wonderful product and still lose customers with poor cutomer service. When you get my age you realize life is just too short to waste any time with an organization that does not readily take care of a problem for their customers. Maybe they should take some lessons from QVC on customer service.
Andrew,
I understand where you are with a problem like this issue. I had the same customer service with with my Dyson. I was quite unhappy with customer service with my Dyson when I had a main part failed with in the first 4 months of ownership.
I guess when you pay $500.00 for a product you expect better customer service. You can have a wonderful product and still lose customers with poor cutomer service. When you get my age you realize life is just too short to waste any time with an organization that does not readily take care of a problem for their customers. Maybe they should take some lessons from QVC on customer service.
vacfanatic
Well-known member
Customer Service...
Customer service... what is customer service? I'll tell you what I call customer service!
I bought a $100 Vornado Heater which was 2 months from being expired on it's 1 year warranty. The switch had shorted out and would not work right. I emailed Vornado, they provided me an email response in 24 hours with a link to the pre-paid shipping label. Dropped off the heater, and it was returned to me in 12 business days. The fan had been completely cleaned, circuit board / switch and cord replaced, repackaged and overnighted to me. It does not stop there. They provided me a customer appreciation packet, with a letter of apoligy which was HAND SIGNED, a 30% off coupon for my next purchase of any item with no expiration date on the coupon, AND they renewed the 1 year warranty.
$100 product experience vs. Miele's $1000+ product experience...
Need I say more?
Andrew
Customer service... what is customer service? I'll tell you what I call customer service!
I bought a $100 Vornado Heater which was 2 months from being expired on it's 1 year warranty. The switch had shorted out and would not work right. I emailed Vornado, they provided me an email response in 24 hours with a link to the pre-paid shipping label. Dropped off the heater, and it was returned to me in 12 business days. The fan had been completely cleaned, circuit board / switch and cord replaced, repackaged and overnighted to me. It does not stop there. They provided me a customer appreciation packet, with a letter of apoligy which was HAND SIGNED, a 30% off coupon for my next purchase of any item with no expiration date on the coupon, AND they renewed the 1 year warranty.
$100 product experience vs. Miele's $1000+ product experience...
Need I say more?
Andrew
vacfanatic
Well-known member
Cooled off...
Well I've done all that I can and have expressed my concerns to Evy. I'm just going to wait for a few days until I hear via email or phone on what the resolution will be.
I'm going to try and just relax and enjoy my weekend and not stress over this any further. Since this thread is turning more into a book / blog, I thought I'd at least let you all know that I have not yet jumped off a bridge to relieve myself of this disaster.
Andrew
Well I've done all that I can and have expressed my concerns to Evy. I'm just going to wait for a few days until I hear via email or phone on what the resolution will be.
I'm going to try and just relax and enjoy my weekend and not stress over this any further. Since this thread is turning more into a book / blog, I thought I'd at least let you all know that I have not yet jumped off a bridge to relieve myself of this disaster.
Andrew
But, Andrew,
How do you REALLY feel? (sorry). There was a time when companies like HOOVER bent over backwards too. I wrote to them YEARS ago. They did everything but come to my house!! Those days are gone. THEY think, "Oh, well , NEXT ?" I NEVER give up, ever.
How do you REALLY feel? (sorry). There was a time when companies like HOOVER bent over backwards too. I wrote to them YEARS ago. They did everything but come to my house!! Those days are gone. THEY think, "Oh, well , NEXT ?" I NEVER give up, ever.
vacfanatic
Well-known member
The End!
I am so thankful that I got this issue settled. I went today and returned the S7 and swapped it for a brand new sealed S5 Leo with the SEB-217-3. I'll upgrade to the SEB-236 again later on but I just wanted to be done with it. They threw in a free box of bags for me and we shook hands and cleared the table of all our disputes.
I'm just glad I didn't get stuck with that lemon S7 I had. The dealer advised it was being sent directly back to Miele for research to see what could have been causing the hoses to fail. It's obvious it's not the cleaner, but they can do whatever they want with it now! Good Riddance!
At first I was not sure about the color of the Leo, it's Sapphron Yellow, but it's growing on me each time I look at it. I'm back in business now, and I hope that I never have to deal with something like this again!
Andrew
I am so thankful that I got this issue settled. I went today and returned the S7 and swapped it for a brand new sealed S5 Leo with the SEB-217-3. I'll upgrade to the SEB-236 again later on but I just wanted to be done with it. They threw in a free box of bags for me and we shook hands and cleared the table of all our disputes.
I'm just glad I didn't get stuck with that lemon S7 I had. The dealer advised it was being sent directly back to Miele for research to see what could have been causing the hoses to fail. It's obvious it's not the cleaner, but they can do whatever they want with it now! Good Riddance!
At first I was not sure about the color of the Leo, it's Sapphron Yellow, but it's growing on me each time I look at it. I'm back in business now, and I hope that I never have to deal with something like this again!
Andrew
vacfanatic
Well-known member
Pic
Pic
Pic
Great vac! Glad it all worked out!
Interesting color. Funny thing about Miele and their color choices, they're usually in a limited production run. I would imagine so for that particular shade. Even their Aquarius model has been "retired" That could add to the collectability factor of your machine. Back in 2000, I bought a Solaris canister in a beautiful shade of Curry yellow. I should have never traded it in. I also have an 11 year old upright in kind of wild shade of green. I'm glad I kept it.
Interesting color. Funny thing about Miele and their color choices, they're usually in a limited production run. I would imagine so for that particular shade. Even their Aquarius model has been "retired" That could add to the collectability factor of your machine. Back in 2000, I bought a Solaris canister in a beautiful shade of Curry yellow. I should have never traded it in. I also have an 11 year old upright in kind of wild shade of green. I'm glad I kept it.
Justice
prevailed !!!!
prevailed !!!!
williamr1248
Well-known member
Miele s7 hose isue
Hey I just love that different color. Glad you got your problem fixed.
Hey I just love that different color. Glad you got your problem fixed.
kirbyotronic
Well-known member
- Joined
- Oct 27, 2008
- Messages
- 1,151
Glad everything worked out for you, Andrew! I've been itching for an S5 for a while now...
I heard somebody mention the Aquarius, I would have gotten that over the Neptune but that model is retired, I would have loved it!
~Alex
I heard somebody mention the Aquarius, I would have gotten that over the Neptune but that model is retired, I would have loved it!
~Alex
If anyone is interested, I am selling my S5 Capricorn with SEB236 power nozzle. I will be listing it on Ebay shortly.
Gary
Gary
PS. you can email me privately for more info
vacfanatic
Well-known member
Thanks!
Thanks everyone who kept me from jumping off the bridge while this issue dragged on and on and on LOL. Life is too short to get bent out of shape over a vacuum cleaner - probably shouldn't have been so pissy about it but my patience was maxed out. At least I know the S5's are great cleaners, and the hose on it will NEVER "smush".
I've been busy vacuuming with the new Leo this weekend. Wonder how those new carbons are seating! Wish I had a picture of a Miele Vortex motor cutaway like Jack found of that DC24 motor. If anyone has one let me know!
Andrew
Thanks everyone who kept me from jumping off the bridge while this issue dragged on and on and on LOL. Life is too short to get bent out of shape over a vacuum cleaner - probably shouldn't have been so pissy about it but my patience was maxed out. At least I know the S5's are great cleaners, and the hose on it will NEVER "smush".
I've been busy vacuuming with the new Leo this weekend. Wonder how those new carbons are seating! Wish I had a picture of a Miele Vortex motor cutaway like Jack found of that DC24 motor. If anyone has one let me know!
Andrew
Congrats Andrew! I am so glad that Miele finally took care of you!
dial-a-nap
Well-known member
I told you so! Hee hee...
Andrew, I'm glad you got the vac you wanted. FWIW to the others following your postings, I'll repeat the bit if info I know about OK Sewing and Vacuum to offer a little more insight and stand as witness that Andrew isn't a drama-prone shopper ;-) I would loved to have been a fly on the wall when the call came from Miele to OK S&V ordering the exchange of your vacuum!
My mother belongs to two different quilting groups (or guilds) and the reputation is, and has long been, that OK Sewing and Vacuum is one of the hardest dealers to get good service from. Terms like rude, belligerent, uncaring and indifferent have been thrown around very frequently about OK. I recently was given a non-working, 80's Pfaff sewing machine at an estate sale and when I told my mother about it, she said "Don't take it to OK for repair - go anywhere else but there."
I bought a yellow Miele Solaris vacuum there a number of years ago and other than the initial sales pitch in the store and the walking out with my box of Miele, I had no other interaction with them. I'm a Bernina sewing machine person and Pfaff machines are available in a couple of other places now (they used to be exclusive to OK years ago) so there is no need for me to shop there although they do have a very cool collection of sewing machines displayed very well in the store.
Being a Miele dealer for vacuums and now all major appliances, I would think they might have been schooled in some positive customer service skills prior to and as a condition of maintaining their dealer status. Apparently this is not the case with any of the product lines they sell. (Sebo & Windsor, Pfaff, Janome and Miele) With the nature of the high-end sewing and high-end vac businesses, I would think repeat customers would be a significant portion of their revenue so I'm surprised they have earned such a poor reputation but this is not much different than the others I've heard.
Lessons learned in lives lived, I guess we locals have our testimony to OK Sewing and Vacuum. That new yellow is just gorgeous, BTW!
Andrew, I'm glad you got the vac you wanted. FWIW to the others following your postings, I'll repeat the bit if info I know about OK Sewing and Vacuum to offer a little more insight and stand as witness that Andrew isn't a drama-prone shopper ;-) I would loved to have been a fly on the wall when the call came from Miele to OK S&V ordering the exchange of your vacuum!
My mother belongs to two different quilting groups (or guilds) and the reputation is, and has long been, that OK Sewing and Vacuum is one of the hardest dealers to get good service from. Terms like rude, belligerent, uncaring and indifferent have been thrown around very frequently about OK. I recently was given a non-working, 80's Pfaff sewing machine at an estate sale and when I told my mother about it, she said "Don't take it to OK for repair - go anywhere else but there."
I bought a yellow Miele Solaris vacuum there a number of years ago and other than the initial sales pitch in the store and the walking out with my box of Miele, I had no other interaction with them. I'm a Bernina sewing machine person and Pfaff machines are available in a couple of other places now (they used to be exclusive to OK years ago) so there is no need for me to shop there although they do have a very cool collection of sewing machines displayed very well in the store.
Being a Miele dealer for vacuums and now all major appliances, I would think they might have been schooled in some positive customer service skills prior to and as a condition of maintaining their dealer status. Apparently this is not the case with any of the product lines they sell. (Sebo & Windsor, Pfaff, Janome and Miele) With the nature of the high-end sewing and high-end vac businesses, I would think repeat customers would be a significant portion of their revenue so I'm surprised they have earned such a poor reputation but this is not much different than the others I've heard.
Lessons learned in lives lived, I guess we locals have our testimony to OK Sewing and Vacuum. That new yellow is just gorgeous, BTW!
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