Miele Experience Center Princeton — Attraction in South Brunswick

They are the absolute worst product, I have a 7-year-old, 5-year installed coffee machine. The ceramic valve fails twice, I called and advised, "oh, the hard water problem." I said "what hard water problem"? Oh, you should have been told that you needed to treat the water through a softener or the machine will break down, "a known problem", also grind setting move from fine grind. Why?, grinders go faster with the fine setting. They said don't use the oily beans, I wasn't told a thing about the water, oily beans, grinding setting, or annoying and expensive maintenance issues, only 20 year life! On top of this, they were rude, the final report Miele failed! Quality lead said "I report to me", infuriating me offering $270.00 credit with arrogance, "Miele corporate run around. This Miele coffee maker is terrible, warranting moving to an alternate brand of coffee maker, many choices, NEVER MIELE! We don't deserve this treatment on top of an "inferior machine from the beginning." I was never told about these problems and once again, let me emphasize the way they block access to help, respond, divert, handle and reroute complaints and ultimately respond is horrific. Am I happy with the outcome? Of course not! Am I happy with the Machine? Of course not! Am I happy with the treatment? Without question, DISGUSTING! Combine them as a collective set of experiences driving this review, "Never again"!!! BEWARE! They offered, in all fairness credit for the last service of $270.00; against a $500.00 service, for the same part from 2020, which was a $400.00 service, after paying $4500.00 for the machine new ($4500 + $425 + $525 = $5450.00 for a coffee experience?). BTW it is now $6500.00 new if bought on the current marketplace. LET THE BUYER BEWARE!!! DON"T DO IT. What a terrible experience all of the way around. The arrogance of the quality person was appalling. The lack of responses from the US CEO, the customer service notes sent in multiple times and no response, and one of the owner directors in Germany, who re-routed my note to the same quality person in the USA who I refuse to interface with ever again, as a result, is startling. I also had one customer service person who was terrific and documented my case so thoroughly and in such a refined professional encounter, one of three people who were awesome yet 'self-labeled' powerless!!! to resolve. I mentioned to my wife that we will fill the eventual void in my cabinet with another coffee maker, but "NEVER AGAIN A MIELE"!, "MIELE" will not be the choice ever! Time will tell which quality machine will fit the cabinet opening. Look at the ratings folks....NOT GOOD! Miele touts such quality, up to 20-year life, etc., built tough, excellence in the froth of a cup of coffee, and multi-diverse production of various cups, settings, etc. This is all blatant misstatements of fact. I don't have a fluke with my machine, it is known when you start to probe, plus the experience is factually abominable and disgraceful from any customer interaction and handling. Don't waste your money, time, and effort purchasing and having to constantly descale, degrease, and carry wastewater containers continually across the kitchen to the sink, premature maintenance breakdowns, and issues that are not worth what isn't even a fabulous cup of coffee by any stretch. I had to drive to Starbucks for coffee during breakdown timing and was happy for the 5-mile round trip for my Pike with half and half. An inconvenience? Yes! A satisfactory result, absolutely, as I didn't have to worry about maintaining my cup after consumption, just disposing of it properly. My $200.00 Ninja at my vacation home is "the bomb" compared to this "hunk of built-in junk"! Buyer, beware, you will pay handsomely and regret your purchase and face off with extreme lack of professional support with results that make you am even unhappier customer. Miele = Unprofessional = inferior product = Never Again! They should be ashamed, from the Owner to policies in place and customer arrogant results!

Date of experience:...

Firstly the Wellesley Center is in chaos. I called there and a woman picked up and I asked what time are you open until in Wellesley and she said ‘why don’t you call Wellesley’ I said I just did and you picked up, and she said ‘oh yeh they are having some labor dispute there with staff and they are diverting calls to New Jersey’. After calling New Jersey the below occurred.

Ordered their benchmark washing machine and dryer. It was the most disgraceful, unprofessional, and incompetent retail experience I have ever endured.

It took weeks just to get an invoice. I initially wanted Little Giants. I was advised to get their ‘absolute best there’s no better’ from their rep in Massachusetts. I paid in full via the dealer, Daniels Equipment, whom I was told was the best dealer to buy them from. I was told I would have them delivered white glove within 4 business days. I told them while I didn’t need them in 4 days I just wanted to book in advance, and I booked a date in a months time that we needed them by. One month later, On the day they didn’t turn up. We waited not one, not two, not three, but four more days during all this time we took off work from our busy schedule running our own business and without laundry equipment until a delivery turned up. This was after dozens of calls and emails asking where was our equipment we ordered a month in advance.

Multiple emails, multiple phone calls sent to the rep Michael, the dealer Daniels Equipment, and Darlene Battista unanswered, all we asked for was a simple answer as to where our stuff was and when will it arrive.

When they turned up a month later they initially said they were not going to do white glove delivery despite me paying extra, and it being agreed as part of the delivery. They said they would just leave the brand new almost ten thousand dollar equipment set outside in downpouring rain until they came back the next day as ‘we just don’t do white glove’ despite it on the invoice and paid for.

They were incomptent, lacked delivery equipment, they scratched, and dented the brand new appliance from their incompetence. They damaged my brand new floor just installed. And left packaging strewn everywhere which I had to clean for an hour. It took them 3 hours to get the appliance inside. Then went they went to get the dryer from the truck, and they discovered that they actually shipped two washing machines instead. Yes, two! They also shipped the pedestal stands I specifically said I did NOT want. They tried to lie saying that this is all Miele USA sell now, which was lies and not true. They said they would send a new machine that day, I checked up on this and even two days later it still didn’t leave NJ.

I said at this point I wanted a discount as the machine was damaged and was literally told to ‘go to hell no way it won’t happen it’s just superficial damage’.

I since emailed Darlene Battista and Daniels Equipment and they didn’t even have the decency to respond. So I’ve resorted to public forums because I installed two dedicated 240 volt lines specific for the octoplus with my electrician and had to them get two different lines done. That cost me $900. I also lost several thousands of dollars in missed work.

To top it all off I got a call from Electrolux from a guy saying he was an ex-Miele executive and he got my number from an ex colleague at Miele to say I’m ‘in the search for high end commercial laundry equipment’. That’s a breach of privacy laws right there to pass my personal details to another company I wasn’t even in contact with to give an ex colleague some business. He said he used to work at Miele and got my number from a lady there.

Disgusting, and unprofessional treatment to premier paying customers looking to do business with Miele. The details above are simply unbelievable but true. When you treat customers like this, this is...

Update on exploding oven door April 8, 2024

The escalation agent, Steven Martinez, denied there was any explosion, only broken tempered glass that performed exactly as it should.. adding "glass breaks". He insisted that although there were shards, when the shards were picked up, they would fall into tiny pieces and WERE NOT DANGEROUS.

This did not happen! They stayed whole dagger like shards as big as my hand. To which I was told that was "my perception". I can assure you I was not alone and have a witness who can verify that there were large shards that blew 3' X 4' across the floor in the explosion..an actual explosion that made a big noise.

Mr. Martinez also said there was no way the broken glass could have damaged the Speedy oven. I have a video taken right after the explosion, of how the second oven was impacted by the explosion, damaging the hinges and breaking the open/close function of the door, to where it has to be pushed to close. The video file does not fit for uploading. Is there another way to send it to you?

Steven initially offered 20% off of parts which he then increased to 30%. He said that they would not be offering us 75% off of the repair. I never asked for that amount. He kept trying to get me to suggest a number. I pointed out that he called me, and perhaps he could see what the total bill was estimated to be and come back to me with an different offer.

I asked what was the breakdown of the estimate was since I was not given one, only told that it would be more and a ballpark by the service attendant, $1750-$2000, thus hard to know how much the parts were. Steven replied rather belligerently that it was not his job to give estimates. I asked if he could get it from his service department and send to me. He said no, so I asked if he could internally contact the service department and ask them to email the breakdown to me. He said possibly, but did not leave me with the feeling that this was going to happen.

Everything was about how this "supposed" explosion was no fault of Miele. That "an explosion was only my PERCEPTION!!". This perception piece was repeated over and over. I said someone could get hurt and he said but no one did at our house. I asked, is it going to take someone getting seriously hurt for them to acknowledge there was a real issue? He said I was speaking in hyperbole. I said the blast was so big and the shards so sharp that if a child had been in the area they could have been killed. He said the conversation was going nowhere. Kept repeating that the "tempered glass did exactly what it should when broken."

Mr. Martinez stated from the onset of our conversation that we would have to pay for repairs. They offered a small discount off of parts, and I do not even know what that percentage would amount to. He seemed very ill suited to be in consumer relations and in his own words at the top of their escalation department. Steven was often combative in our conversation.

No customer would appreciate essentially being called a liar. An explosion is an EXPLOSION! There is no doubt in my mind based on the same thing happening to other customers, that someone is going to get hurt. That aside, I stated from the beginning that the oven was purchased in 2017. I understand that it is out of warrantee, but nowhere does the warrantee address an explosion and flying shards of glass. There is a DEFECT. If this oven was a car, it would have been...