More Fresh Heck From Miele - No More DIY Access To Spares.

[launderess]

Just when one thought Miele couldn't get any less helpful with DIY, they rose to occasion and proved one wrong.

Noticed this from a website in Europe one often orders parts for one's machines.

"IMPORTANT MIELE NOTICE:
We are removing Genuine Miele products from the website.

Unfortunately Miele have changed their sales policy and this applies to all online spare parts retailers including Miele directly.

Miele have decided that most spare parts are only to be made available to repair engineers and not available to the public directly.

Consumables like vacuum bags are also now limited in the locations where you can buy these products as the seller must also stock Miele appliances."

How true this all is and when it is supposed to be completed one does not know. Speaking to Miele USA is often hopeless nowadays so doubt if they will give a straight answer.

Last time one checked spares could still be ordered from Miele USA. However they will not provide any sort of information or assistance. Mind you haven't actually ordered anything recently so don't know if they are still sending things out.

Spares4Miele | Miele Timer Motor Ac 82 432 022 220-240v 01751320

Genuine Miele Timer Motor Ac 82 432 022 220-240v 01751320 | Order Now | Spares4Miele

spares4miele.co.uk

 

[henene4]

Sorry what?

I hope that is only true for the UK. I am pretty certain that wouldn't be allowed under the new EU reparibility law included in the new eco regulations.

Keep in mind the UK no longer belongs to the EU.

 

[launderess]

Well that's a relief.

Have saved a fortune over years ordering spares from Europe.

Sure takes a load off my mind....

 

[rolls_rapide]

If that is the case, Miele have well and truly shot themselves in the foot. I will never consider buying a Miele appliance.

I wonder whether 'factory production problems' due to lockdowns are causing a shortage of available parts. Their UK website keeps saying that the dishwashers are in high demand. Perhaps they are recalling any spares and diverting them into producing machines.

I suppose Bosch Siemens is 'business as usual'? If so, they'll be getting my custom in future. And they've been decent for availability of replacement parts in the past.

 

[logixx]

Business as usual

You can still get spares from BSH as usual, as far as I can see. Miele have some spares on their website but not basically everything like BSH.

That being said, many BSH dishwashers have a little sticker on their webpage, saying they won't be available until April/March 2022.

 

[rolls_rapide]

Bosch UK

"Product Availability Information:

Please note - due to high demand and industry wide availability issues on a range of components, a selection of our dishwashers are currently subject to delay or in some cases unavailable."

 

[gansky1]

When I had a Miele Ironer that needed a couple of parts for the latch, was told by a local servicer for Miele that they did not service them nor could they order parts.  Called a tech in Kansas City (3 hours away) that I could bring the machine in and they would diagnose the problem at a rate of $150/hour and then make the necessary repairs at $150/hour + retail parts cost.  No thanks.  

 

[rolls_rapide]

From The Independent newspaper, dated 1st March 2021:

Companies that sell consumer electronics such as refrigerators, washers, hairdryers, or TVs in the European Union - and in the UK - will need to ensure those goods can be repaired for up to 10 years.

The change comes as a result of legislation from the European Parliament, which recently voted in favour of establishing stronger “right to repair” rules. These rules should help reduce electrical waste, which has been increasing due to greater manufacturing.

While the UK has left the European Union, the UK’s manufacturing standards will necessarily have to match those of the 27 nation bloc, in order for any trade to continue. The rule comes into effect today.

"This is a really big step in the right direction" said Daniel Affelt of the environmental group BUND-Berlin, which runs several "repair cafes" where people can bring in their broken appliances and get help fixing them up again.

Modern appliances are often glued or riveted together, he said. "If you need specialist tools or have to break open the device, then you can't repair it."

Under the new EU rules, manufacturers will have to ensure parts are available for up to a decade, though some will only be provided to professional repair companies to ensure they are installed correctly.

 

[logixx]

Availability

Although I do have a suspicion that parts are prioritized for the new Energy Efficiency Class A and B models that are being released.

 

[launderess]

"When I had a Miele Ironer that needed a couple of parts for the latch..."

Miele service can be a bit hit or miss, especially further away from NJ headquarters. Did you try reaching out to Miele parts directly in New Jersey?

For some time now Miele USA seems to have put limits on what third party or even some in house techs learn to repair. This particular service center may not have received training on ironers....

Don't think MieleUSA sells or sold many of those ironers. Maybe that factors into who or how they are serviced.

 

[launderess]

For about two or so years now MieleUSA made changes to their customer service totally removing tech support.

Days when you could order parts from Miele and then get technical assistance in help to install seem to be over. Tech support for diagnosing issues also seems to have been eliminated. Maybe for the most basic things it's still available, but not sure even then.

Miele USA seems to have moved their customer service to some outsourced place (India?), and reps do not have seem sort of access to things as they did of old.

When attempting to get information on diagnosing timer/programmer for my Miele W1070 was told all CSR could do was schedule a service appointment.

When pushed further about any sort of tech support via telephone was told off with "we stopped doing that.... it was found to cause more troubles than it was worth...".

Unless have missed something neither EU nor UK "right to repair" directives mandate Miele or anyone else must make all parts available for DIY or others. Indeed EU directive states that making certain parts available to professional repair persons satisfies said directive.

Right to repair - Wikipedia

en.wikipedia.org

 

[henene4]

I think they don't have to supply everything to everybody, that is true.

But straight up removing ALL spare parts from sale will certainly be ruled against.
There is no reason to withhold basic stuff, especially non electronic items like seals, filters, hoses or any plastic stuff like detergent drawers.

Further they won't be abled to deny sales to anybody certified to work on electronics.
The legeslation states that parts and repair manuals have to be made available to qualified technicians. I can't see a court agreeing that qualified means certified by Miele. Anybody knowing how to safely work on electronic equipment is qualified to work on tech.

 

[launderess]

Well to be fair

Website in OP did state:

"Miele have decided that most spare parts are only to be made available to repair engineers and not available to the public directly."

Nothing about only qualified Miele techs, so that's sorted.

Then again one wonders how far things must go. If Miele or whoever says "fine" here's the parts and service manuals, knock yourself out. That full fills their end of legal obligation. What third party or DIY repair person does is not their concern.

 

[henene4]

Yeah that's the weird point.

Samsung has a lot of repair manuals online.
Bosch has all parts - including preconfigured PCBs - plus repair manuals on their website.

Yet Miele says no, you are to stupid...

 

[launderess]

Truth to tell this latest edict won't have much effect if any here in North America. Already since beginning only place to get Miele parts is via themselves. When eBay and other online came along it did open other windows, but otherwise you've got to deal with Miele USA.

Unless they've gone and changed that as well, Miele USA techs will install parts owner has sourced elsewhere. Long as they are "new" and "unused" genuine Miele parts, one is good to go.

In Europe of course things have always been different. DIY long taken hold one could go down to shops or later online and get factory/OEM Miele parts.

Cannot find mention of this new Miele policy elsewhere besides just the one website. Maybe someone in Europe ought to reach out to Miele and see if there is anything to this story.

 

[askolover]

I know I recently ordered springs and shocks from Miele here in the USA...granted, the little girl taking my order was clueless and sent the wrong stuff and I had to call back to get it corrected..but I still got the parts I needed for my washer.

 

[launderess]

Don't know if Miele USA still has their parts department offices down in Keansburg, NJ, but things certainly have changed.

They used to have a really great guy (Kevin?) who was a pro at looking up parts, giving information and taking orders. Think he's gone because never reach that person anymore, but a series of customer service reps, and I use that term very loosely.

Have read things online or otherwise heard of callers being hung up on with "I'm sorry, we're having problems atm, please call back later". *CLICK*.

FWIU after management shake-up two or so years ago now many long time employees left Miele USA. None of the techs one knew from late as 2018 are still with Miele.

 

[askolover]

As much as I love my Miele, I don't know if I'll go with them when the time comes again....I still have my Asko too but also will not buy one of their new models...old time Swedish quality is gone.  Hopefully I won't have to worry about it any time soon.

 

[launderess]

@askolover...

You're going to change suspension springs on Miele washer yourself? I wish you very best of luck! *LOL*

Such repair was last major work done on "Big Bertha" by Miele techs and can still recall the day. Am sure tech agreed to do the repair since he'd been here several times previously and knew the look of us.

In any event it took two big men better part of an hour or close to two for job to be done. Muttering, swearing, and darning all sorts of things to heaven under their breath. One tech badly scrapped his knuckles which prompted a few more not so nice words. *LOL*

Basically one tech lifted drum (best he could) to loosen tension while other unhooked spring and replaced with new.

If you haven't done the work yet would advise looking at the plastic anchor bits that go under springs. Tech told us he was going to replace ones missing or damaged on Big Bertha (at least one was totally gone), while doing springs. Something about metal (springs) rubbing against metal (washing machine case).

Shocks on these older washers is a pretty straight forward swap. IIRC the left is bit more tricky than right, at least that was side which gave tech more problems. It's a bit of tight squeeze and can see why Miele abandoned front service only for newer washers. Having side panels that come off makes for easier access to shocks and other bits IMHO.