5 replies to this topic

[jimbouk]

I feel compelled to tell you all about Miele - manufacturers of high quality expensive washing machines, tumble dryers etc.

In 2000, I bought expensive miele washing machine and a nearly as expensive miele tumble dryer.

In 2006 the tmble dryer element burnt out. The five year warranty was out so I paid Miele £60 for a technician to come out and ix it and ended up paying another £40 for the part.

Two weeks ago the washing machine made a funny noise and died. Rang Miele and booked a technican. He came out and said "oh dear, very serious fault", he then checked on his laptop and after ten minutes said, "its 8 years old and its done 5000 hours and we build them to last 10 years or 10,000 hours... so we will cover the cost of the repair even though it may be about £800".

Three days later Miele rang and said "actually we would prefer to replace it with a brand new equivalent model"

I said OK!

Then I rang back and said does the new one come with a ten year guarantee and they said "yes"

So not only am I impressed with their response, I cannot believe that when I rang them a human being answered the phone within seconds and I ended up talking to the right person every time.

Well done Miele!


(PS the new one retails for £999)

[chucky.egg]

Ahh, customer service like in the good old days!
And look at the free advertising (the best kind - word of mouth) they get for their trouble.

Now compare that to monkeys like Tiscali, Orange, Dell etc


Not exactly related, but I've had a similar experience with a customers ADSL recently -
Broadband goes down.
Tiscali couldn't have cared less, they really couldn't.  Weeks trying to get them to look at it, let alone fix it.
Sod them.
Moved back to BT (happened in days, very smooth).  
Line goes down (unrelated hardware issue), tell BT.  
BT divert calls, arrange engineer, depts talk to each other, job gets done, we get notified.  
Couldn't ask for more.

[PaulOBrien]

That is very cool!

Just today I had a good customer service experience with Mazda. When the car went in for it's service recently, I mentioned that I was concerned by the wear on the drivers seat leather, and also about some small bubbles on the alloys. The car is 1 year old and therefore within warranty.

Mazda called this morning to say they'd replace the drivers seat and all 4 alloys. The seat is in stock but the alloys are coming direct from Japan, so they'll call me when it's all in stock to arrange fitment.

I know that IS what warranties are for, but it's nice to have absolutely no problems with raising these issues and polite, courteous and uber helpful service throughout.



P

[blewer]

Paul, Good idea for another forum

[jimbouk]

Another result!

I rang Dell last week to get support for a customers three year old laptop that had lines down the screen. I had googled and seen that a few people were having problems with the same thing.

Within one minute I was speaking to a person (in an Indian Call Centre) who totally understood the issue at hand and after confirming that I had run the tests required to confirm that it was the screen that was failing, he arranged for an engineer to call the following monday to replace the screen free of charge.

The next monday, my phone rings at 8am, Dell Engineer confirming that he would be at my clients at 11am. He turned up at 11am. He fitted it in 25 minutes. He had a cup of tea. He left.

I rang customer at noon to be told that the laptop was like new!

Well done Dell.

[alvin002]

good idea