Hello Pam,
Thank you for sharing your views of the situation and breaking it down in a way that will allow us to assess it diligently and improve it in the future.
I would like to help address the situation entirely from the technical perspective as well.
The miele dishwasher displays an error code in a single way. from the perspective of the user it will always say intake/drain and have a flashing light meaning it will look the same regardless of what the real reason for the failure is. In order to get exact error codes; service mode must be accessed which is done by a tech. The first error code was an F11 error representing a drain issue. Once this issue was repaired the technician tested the unit and it did not fault out. He left the dishwasher running to ensure it finishes the cycle and doesn't fail. If it does fail then we would receive a quick call back so that we may act fast. However the dishwasher only failed the next morning when it was used again.
When we arrived on site to assess it further the second error which did not exist on the first visit was an F24 representing a failure in the heating circuit. It is not possible to assess a problem that isn't present at the time of the assessment. The 2 errors are unrelated to each other. We had the parts in stock and we offered not to charge any additional labour as well as provided a partial refund for the first visit reducing the labour of 150 to our service call rate of 95+HST (107.35).
To repair the second error the cost of the parts was 240 and no additional labour was charged.
The dishwashers end result was that it was left operational after the F24 was addressed. It is currently working and fixed.
Regarding part deliveries:
We use Purolator for deliveries as that is the delivery company miele uses by default to ship parts to service providers. All Miele parts come from Germany if not in stock and with the difficulty of moving shipments with the current pandemic, part delivery times have increased in general while the demand for repairs has increased.
We take a lot of pride in our service and in times that things don't work out as planned we do our best to fix them within the means available to us. We would never intentionally have our clients go through a stressful situation.
In this case we only charged a total of $107.35 labour for both error code repairs and the rest of the charges were for parts. The price of this repair is very fair.
We are always working to improve the delivery times and do our best to stay on top of expediting orders. We will continue to work at this and eliminate the kinks as we go.
We appreciate all of our reviews as they allow us to improve and understand our clients needs better. Thank you for taking the time to explain your concerns.
Thank you,
The Man With a Wrench team
