Miele S7 Hose Issue... Again!

[piano_god]

5 year warranty...

The five-year warranty is a promotion in Canada only that is currently set to end on September 31st. This applies to all machines, including the chinese made S514 and S518. The seven-year warranty still applies to the vacuum motor only.

Canadian Tire has been having a tough time selling the S7280 Mistral vacuum, so much so that Costco was sent a bunch to sell. Makes me think that the Mistral may not be carried at Canadian Tire for much longer...

 

[piano_god]

Sorry, that should be September 30th...

 

[vacuumfreeeke]

Sorry that is happening to you again! Especially on such a nice machine. Must be terribly frustrating!

 

[vacfanatic]

Yea I've kind of cooled off a bit about it now, not much I can do until they change the hose material and offer replacement hoses (that last) to those who are affected. I'm waiting for my response from customer service before I go to corporate about it.

 

[vacfanatic]

Miele Care

I have been contacted by a representative at Miele and am working with them to provide more details of the hose problem to Miele. I just wanted to let everyone know how fast of a response I have received - pretty impressive for customer service if you ask me!

Hopefully it will be sorted out soon enough so I can get back to cleaning in luxury

I'll let you know how things turn out.

Thanks,
Andrew

 

[samotronic]

At least they seem initially responsive so that seems positive. I was curious how you are communicating with them. In case I ever have this problem with my S7.

I took mine to my dealer today to repair the bag slot / mechanism that I broke off on Saturday and they were very adament about giving me a loaner. I have other vacs to resort to and couldn't see going to all the trouble of carting a loaner back and forth. They said if it isn't fixed by end of week to please come back and get a loaner. I thought that was nice.

Chris

 

[kirbyotronic]

Chris...

Did the bag slot completely break or did it just come off of the machine? When I first got mine I was messing around with it and I accidentally took the bag slot off. After a bit of thinking I got it back in the right way, and spring loaded like it should be.

~Alex

 

[samotronic]

Hey Alex

It didn't break other than the spring came off. And I did try to put it back, but it was not at all intuitive (at least to me) as to how to get it back in without breaking it. It seemed very delicate and when it came off, it's not like I was tugging at it. To be honest, I'm not sure I wouldn't accidently do that again. Chris

 

[vacfanatic]

Miele Care

Chris,

They emailed me direct from Miele after I sent in a post sale complaint about the hose being "smushed again". I'm waiting to hear from another contact at Miele to discuss the problem. I believe they are trying to get another problem report about the hose so they can officially address it if they have not already, but that's just my speculation. I'm just waiting for a call or email.

Andrew

 

[vintagehoover]

From the other side of the Atlantic -

forgive the mess and the pyjamas! I was just discussing the issue with Andrew, and I wanted to see if my S7 could experience the same problem he's had with his.

Sure enough...

 

[vintagehoover]

Oops!

And to think...a 'tested-for-20-years' MIELE!

Never had this issue with any of my "Die-soons".

Just sayin'...


http://www.dyson.co.uk/testing/default.asp

 

[aeoliandave]

Sad but supportive news.

Thanks Jack for the proof across the pond - yikes, it's a Smush Pandemic!

Planned Obsolescence is one thing but Planned Uselessness before the Warranty even runs out?

Dave

 

[vacfanatic]

Miele Rep Visiting

I'm meeting with the midwest Miele floorcare representative today to discuss and show what is happening again with my second hose. The information will get relayed to Miele and hopefully we'll be able to find a solution to my problem.

If others are having the same issue that I am, please contact Miele so they get more reports of the issue. Unless they start receiving feedback from those affected, I would not expect any resolution. I'm going to ask that once this hose completely fails like the last one (and I can already tell it will in a few months), I'd like to be able to send the hose directly to Miele vs exchanging it through my dealer. Want to make sure the defective hose is reaching the correct hands at Miele so they can see first hand what I'm experiencing.

In the last few days of cleaning with the S7, the hose has become even weaker. Now when you block off the suction temporarily, the hose "squashes" and then in a few spots wont unsquash. I put a brand new bag in it to do this test. Airflow indicator was all the way clear, then after the "squash" test, it was completely red, all the way. You have to jiggle, pull, and fuss with the hose to get it to restore airflow. (This is really inconvenient when using the Turbo Tool!).

The first hose, was so bad when I had to ask for a replcement, I literally could not even use the hose for anything on full power. Instant "squashing" and you'd have to turn the cleaner clear off, and fiddle for a few minutes to even get it to be somewhat functional. Didn't last long though. I'll let you guys know how my visit goes! Kind of nervous

Andrew

 

[bagintheback]

I would expect more out of Miele. I hope you can help fix this problem.

 

[chestermikeuk]

Immer Besser!!

No need to be nervous Andrew , you are the CUSTOMER and having identified an issue I`m sure they will oblige!! just have all your paperwork & sales documentation, and simply explain the issue, if this person as part of the Miele organisation doenst want to play ball then simply thank him for his time and come away..then contact Miele HQ USA and copy in Miele Germany, politely explaining the vac club!!! that`l sort it!!!

Jack, are you saying yours is doing the same???

 

[vintagehoover]

Hi Mike -

to clarify: the issue with the hose occurs when the S7 is used on a regular basis with the cleaner on 'Manual', and set to 'full power'. This is totally reasonable usage of the hose, and these settings are essential when the turbobrush is used. This is the way Andrew uses his, and as a consequence, he's had one hose wrecked, and one hose is showing clear signs of going the same way. The fact is, the hose just can't cope with that much stress, when the airflow is stifled by the turbobrush or crevice tool. The pressure collapses sections of the hose, and the only way to restore them is to switch off the cleaner every few seconds and 'work' the hose back into shape. After several months of this, the spring structure becomes damaged beyond repair, the hose misshapen and useless.

I always use my S7 on 'Auto', which as I demonstrated, will always turn the cleaner down to its lowest power-setting when you use the hose. This means the hose isn't 'fighting' against you, and the hose material is under much less stress. Therefore, I've never had a problem with my S7 hose, and probably never will if I continue to use it in this manner.

However, whilst talking to Andrew, I tried fitting the crevice tool and turning the power to full. I then stretched and retracted the hose a couple of times, and what you saw above was the result. Although mine goes back into shape at the moment, if used continually in this way, it would be as useless as the first hose Andrew had to return.

Basically, the S7 cannot be used with a turbobrush whilst it continues to use this hose.

 

[vacfanatic]

Miele Rep Visit

Well I met the representive and had a wonderful visit. My concerns of the hose were expressed and demonstrated. The rep had not seen this before, and was quite shocked the hose would do such a thing! I'm sure that not all of the hoses are doing what mine have, but maybe I just have used it way more than most do and it's stressing? I have a multi-level home combined with a touch of OCD, so it's not uncommon for me to have the S7 running for 1.5 hours - 2 hours on a cleaning spree. The hose gets a LOT of use. Miele has arranged to have a new hose ordered for me, and once it comes into my dealer I'll get to exchange it again. This 2nd defective hose will be sent into Miele per the rep's discussion and will surely be sent to the designers etc. I'm confident that Miele will take the issue seriously and work to resolve this.

My only complaint on the S7 so far. Other than that, I really love this cleaner. I want to thank those I have been in contact with at Miele for sending the rep to my home to look at the issue first hand. Not sure many companies today would even take the time, or seriousness of the issue. Best I would expect from any other company, would be a replacement hose sent over and over. Doubt most companies would take 1 persons claim of a defect seriously as Miele has in my case.

Will let you all know how I fair with the 3rd hose... even t hough I'm half tempted to not use it on high power again to prevent any stress, I suppose that defeats the purpose of having this high quality cleaner. If #3 fails, I'll just continue to work with Miele.

Best,
Andrew

 

[gottahaveahoove]

Can you imagine reporting things like this

to TTI ?????? I can only IMAGINE what would happen. (Kinda wish it would) Give TTI a nervous breakdown?? WHY NOT !!!!!! Am I alone??

 

[arh1953]

Why would you want to give TTI a nervous breakdown?

Because they deserve it!!

 

[vacfanatic]

Pissed off with Miele - Miele S7 Hose Sucks, Literally!

So I've been extremely patient with Miele regarding the 2 hoses which have failed, and have resulted in me having this 9 month old vacuum being unusable for 6 weeks while waiting for the new hoses. Then I had the pleasure of wasting my own gas to drive across the city to the dealer, exchange the hoses both times. Why did I buy a $1000+ vacuum again?

Miele's solution to the problem? It was suggested that I use "quick stokes" on my microsuede couches and curtains to keep the air flowing through the hose so that it won't screw it up. What about extended use with the crevice tool and Turbo Tool? How am I supposed to spare the hose of that backbreaking duty?

In summary, I'm fuming pissed off. I sent an email to the district manager for Miele Floorcare on Friday, and I have YET to receive a response. I've got a 500 page email trail that I am pretty much fed up with. I've asked for a full refund of the S7 purchase price, or exchange it for a new in box Capricorn with SEB-236 which I idiotically SOLD and took a voluntary $300 loss to "Upgrade" to this S7 piece of shit. Please, someone kick my ass now, and don't over'do it on your hoses for you S7 owners. You'll be in the same boat as I am.

With 3 months left of the 1 year warranty on the hose, what does Miele think I'm going to do after my 1 year is up? They replaced my SECOND failed hose with a THIRD hose, which again I had to wait 3 weeks for it to come in, then drive down to pick it up. Let's think about this for a second - replacing shit, with shit, is not a solution to the problem. They need to accept there is a design flaw with this hose, and deal with it. I want my money back - and I'm not your average vacuum customer who does not know squat about vacuums.

Glad to know I've got $1000+ of my hard earned cash invested in this otherwise fine cleaner with a unreliable hose. I actually have the S7 boxed up, ready for Miele to actually do something about this, and have replaced it with a Dyson DC25. If I don't hear from them by Friday, I'm going to their corporate level on Monday, and I'll ask one of my good friends to write someting on his popular blog about the experience...

Not only have I heard of others having the same hose issues, Jack even tried the squash test on his own S7 hose and guess what, it SQUASHES! Over time, normal use and "squashing" and stress causes the hose to fail. First hose lasted me about 6 months, second one, 2 months. Warranty is up in Jan 2010, and I've got to get rid of this now before I'm stuck with $70+ hoses and 3 week import times for the "forever better" 20 year lifespan this thing is estimated for.

Pissed in Omaha,
Andrew