Miele Repair/Tech Support In The USA Works Like This
You contact MieleUSA's tech support department and describe the problem. If you are lucky and or know what exactly or near enough the problem is (torn door boot causing leaking, timer not moving properly, etc...) they will either direct you to the parts department to order the part for DIY work if possible/requested, or set up a service call but also check with the parts department to see if what is required is in stock, and if so the thing is sent to the tech so he will have it upon arrival. Our Miele tech arrives with a hand cart of boxed parts (MieleUSA ships them from their warehouse to the tech referenced to the particular customer), along with his computer and "bag of tricks".
OTHO if ones not know what the problem is nor can the telephone tech figure it out (if they indeed try), then a service call is scheduled to determine what the situation is about. Once the problem is diagnosed unless the part is on the tech's truck or otherwise with him it must be ordered and a follow-up appointment scheduled to fit the part/fix the problem when it arrives. Good news in all that is Miele does not charge for the subsequent follow-up appointment aside from the cost of the parts as it is treated as one service call. Well at least they didn't, things may have changed.
Now living in NYC we are just across the river from MieleUSA's headquarters in New Jersey, so getting parts is only a few days via UPS. OTHO for those living outside the NY/NJ/Conn metro area the wait gets longer and continues to do so the farther across the country one resides. Oh and if the part must come from Germany all bets are off. IIRC first the thing will be sent to New Jersey, then routed to either the requesting tech or customer.
Contrast this with the UK and EU where spares for Miele appliances can be often as easy as finding their local equal of "Sears Parts Direct).
You contact MieleUSA's tech support department and describe the problem. If you are lucky and or know what exactly or near enough the problem is (torn door boot causing leaking, timer not moving properly, etc...) they will either direct you to the parts department to order the part for DIY work if possible/requested, or set up a service call but also check with the parts department to see if what is required is in stock, and if so the thing is sent to the tech so he will have it upon arrival. Our Miele tech arrives with a hand cart of boxed parts (MieleUSA ships them from their warehouse to the tech referenced to the particular customer), along with his computer and "bag of tricks".
OTHO if ones not know what the problem is nor can the telephone tech figure it out (if they indeed try), then a service call is scheduled to determine what the situation is about. Once the problem is diagnosed unless the part is on the tech's truck or otherwise with him it must be ordered and a follow-up appointment scheduled to fit the part/fix the problem when it arrives. Good news in all that is Miele does not charge for the subsequent follow-up appointment aside from the cost of the parts as it is treated as one service call. Well at least they didn't, things may have changed.
Now living in NYC we are just across the river from MieleUSA's headquarters in New Jersey, so getting parts is only a few days via UPS. OTHO for those living outside the NY/NJ/Conn metro area the wait gets longer and continues to do so the farther across the country one resides. Oh and if the part must come from Germany all bets are off. IIRC first the thing will be sent to New Jersey, then routed to either the requesting tech or customer.
Contrast this with the UK and EU where spares for Miele appliances can be often as easy as finding their local equal of "Sears Parts Direct).
