MIELA - after sales does not exist(consider if you want to buy the product)

I have been dealing with Miela SA for the past month. The service has been shocking. Clearly a culture of no follow through, never do what they say they are going to do and absolutely Zero understanding of customer service.

A company that has no issues charging the high prices but this is there after sales ethos on their website which states:

Miele service

Our after-sales service operation has been voted best in its branch of industry a number times over the years. Enjoy our preferential treatment, whether you need personal instructions on how to use an appliance or need professional cleaning of your machine, book an appointment and we will gladly make a home visit.

is clearly just window dressing:

It started off with booking in a service with the I called on the Monday 7th May to be told that the only available date was that Friday 11 May. Disappointing that it would take so long but in any event I booked it. On the Friday morning at 10:00 I received a call informing me that the technician had gone to JHB for a yearly conference when I queried if the conference was booked only that morning I was informed that No it had been planned for months and that they had made mistakenly booked the technician. When I asked and why was I only being told on the day. they responded by saying that the system to send out a message was not working(of course the culture with Miele is to no call customers as all). I then requested to speak to the manager I was put through to Victor he was very polite and apologetic and promised to call me back to advise when the technician would be booked for. Of course he did not bother to call. I followed up the following Monday and the technician hadn't been booked so they booked one for the Wednesday. after the technician completed the work he told me that a part had to be ordered. That was it this was mid May. I didn't hear anything back so I called about a week later to be told the part was scheduled only to arrive from Germany end of the month, but they weren't sure it could come before or after the end month. When i asked to speak to the manager I was again put through to Victor when I explained my situation he said he vaguely remembered me, interesting approach to a customer that is clearly frustrated. He then called me back and informed me that the piece was scheduled to arrive on Friday afternoon the 25 May and the technician was booked for the 28th May but he would call me to confirm that the piece had arrived. Of course he didn't call. I called today to speak to Victor he informed me that the technician was booked for the today but not sure of the time he would call me back. Of course he did not call me back until I called back about 3 hours later. I was then informed the technician would be arriving after 15:00 it is now 16:07 still no technician no call.

the culture is shocking cannot believe this is a company that prides itself as top market. no managers available to speak too. so sad I have been buying miele products for the past 15 years am seriously considering never buy another product.

I tried to speak to the head of the call centre twice Charleen only to be told twice that she is either not there or in a meeting. I have left her to messages with Leah and Siyabonga to call me back nothing. its so true what they say if this is this is how leadership behaves why would you expect the staff to behave any different.