Miele Canada Miele Limited Poor customer service. Does not value its customers Vaughan Ontario

 3 years ago, we bought a Miele S700 vacuum at Costco for $579.  This is not chump change, so we expected to receive a well-built, high-functioning product.  Miele vacuums have typically had a good reputation, so we didn't hesistate.  Besides, we already owned a cheaper model (S2), which we use at the cottage and are very happy with.  This one from Costco was supposedly a high-end model made with stronger plastic than the S2.  Little did we know that this one was made in China (as it says on the bottom in microscopic lettering), whereas the good-quality Mieles are built in Germany.

 After just a few uses, a plastic hinge on the lid broke.  The entire lid apparatus feels flimsy, so it was in essence only a matter of time.  We took it to an authorized Miele service centre and waited for 3 months for the lid to be replaced under warranty.  They couldn't obtain a lid that was the same colour, so we made do with a black one.  No big deal.

 Recently, after not much more use since the previous repair, I was changing the bag when a piece of plastic from the latch that open the lid broke into pieces, rendering the lid unable to lock into place.  Simultaneously, pieces of plastic from the bag-holder broke off.  It would have been farcical if it wasn't so infuriating. 

 We wrote Miele headquarters explaining the situation and, given the circumstances, asking for a replacement vacuum of comparable cost, but this time made in Germany.  We received a reply expressing profuse apologies, but stating that Miele does not provide replacement vacuums.  The company could instead have taken the opportunity to demonstrate that it values its customers, but it didn't.  So, we took the vacuum, still under warranty, to a different service centre to have the lid replaced once again, as well as the bag holder.  This time it only took 2 weeks and the experience was much better, but it still remains the case that Miele customer service is severely lacking, and we want to warn other people away from this company as a result.  A company that does not stand behind its products is one not worth dealing with.