Complaints

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have a Miele washer. A problem arose with it and it digitally alerted that it had a "waterproofing" issue. Detergent was leaking from its self-dispensing system into the base of the machine. When tilting the machine forward, the detergent poured out onto the floor. I called Miele and they referred me to Victory Appliance Repair as their authorized service agent in Tucson. "******" from Victory came out on 2/10/23. I explained the problem and showed him the detergent leaking onto the floor. He ran an electronic diagnostic test and a care program. He did not open up the machine at all. He told me everything was fixed. When I expressed to him my skepticism, given his failure to do anything mechanical, he told me if the problem recurred, he would come back on the same ticket. He charged me $180 and handed me a receipt. See attachment. The problem did recur and I left Victory numerous voicemails but received no response. I finally emailed Victory explaining the problem. They refused to come out again or refund the service fee. See emails attached. I contacted Miele and they sent another repair person. When I explained the problem, he immediately opened the machine and confirmed there was a serious problem. The detergent system was indeed leaking and the detergent had corroded the base of the machine. See Miele service report attached. Apparently, this is a recognized problem with the model and, even though the warranty had expired, Miele recognized that it was their responsibility and replaced the machine at no charge. See email from Miele attached. Basically, ****** had failed to undertake a proper diagnosis and/or had misdiagnosed the problem. Victory should have honored their promise to return and undertake a proper diagnosis or should have refunded the $180 fee as I requested. I received no consideration for the $180 I paid Victory. It is clear that they had no intention of honoring their promise and just wanted to make a quick $180. I would not have paid the $180 if I had not received ******’s oral warranty that he would return if the problem recurred because I had every expectation that it would recur. I did not understand how he could have fixed a mechanical problem without even opening the machine but had no option except to give him the benefit of the doubt as he professed to be an expert. In response to my complaint, in an email of 3/24/2023, Victory wrote: "YOU ARE A RETAIL CUSTOMER. THE $180.00 IS WHAT MIELE HAD US CHARGE FOR A RETAIL DIAGNOSIS WHICH IS NON REFUNDABLE. WHICH IT STATES ON THE RECEIPT. ****** DID NOT SAY IT WOULD BE UNDER THE SAME TICKET. WE CAME OUT TO YOUR HOUSE ON FEBRUARY 10. THAT IS WELL OVER A MONTH AGO.” See attached emails. While the receipt, given AFTER I had paid, said the payment was for a "Non-refundable Diagnosis Fee", ****** orally promised to return if his "diagnosis" was wrong. Clearly, he did not undertake a full and proper diagnosis because if he had done so, he would and should have referred the matter to Miele for a replacement. The fact that it took a month for a second alert to appear on the machine, when the problem was exactly the same, is irrelevant. This was simply the time it took the bottom of the machine to refill with detergent to retrigger the same waterproofing alert. According to Miele, it is simply not true that they require any $180 diagnostic fee to be charged by their agents.

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