I bought a high-end Míele washing machine last August with a 1600rpm spin cycle through AO.com, which cost £920. I had researched all aspects around cycle times, installation requirements, functions and style of drum, and decided on this product with an additional 10-year warranty.
The kitchen in my terraced house has wooden floorboards with wide tiles on top. But the machine causes such excessive vibrations the whole house shakes – pictures have fallen down, the letterbox rattles and items have fallen over in the fridge.
I contacted Míele and it advised that it was because I didn’t have it on a concrete floor – information apparently included in its manual and online. I insisted someone come and check my machine, which they did, but said there was nothing they could do about my floor. I have tried numerous interventions to fix the problem and have spent an extra £120 on NASA-style anti-vibration pads and plywood with no improvement.
My main gripe is that the information is not available on the website nor made clear at the point of sale. I have been in touch with Míele on this matter but am getting nowhere.
Míele will not refund or replace the machine (which is not what I asked) and insists the advice in the manual is sufficient. It quotes the Sale of Goods Act whereby I had 14 days to send the machine back or 30 days if it was faulty. But it is not faulty.
I am now at a loss as to what to do. It is stressful to use the machine and my neighbours have had enough of the significant noise and vibrations from my house. HF, Brighton, East Sussex
You have been given the runaround for more than six months and had poor advice over the installation of an expensive machine. After our intervention Míele contacted you and agreed to replace the machine for a lighter one. You opted for a more standard Bosch, with no vibration.
In a statement the company said: “Míele has ... worked with HF to reach an acceptable solution. Offering a premium service to customers is of paramount importance and is something that it strives to provide. Míele has apologised to HF that, on this occasion, this matter has taken longer than expected to resolve.”
The company said this had been a “particularly complicated” case. “There were no mechanical or technical faults with the washing machine purchased and the vibration issues that were being experienced were due to external factors outside of Míele’s control. Míele advises on the best type of installation for all its appliances in its operating manuals, which are available on its website. This includes advice concerning installation surfaces for its washing machines and recommends that a concrete floor is most suitable, as this prevents the vibrations during the spin cycle.”
Míele said its managing director’s office had taken on board your complaints about the “visibility” (or lack of it) of the installation information.
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