Miele steam oven

[paolo]

I have a Miele steam oven / microwave, model no DGM 7440, which I bought from the Miele outlet store January 22.
It was not fitted into our new kitchen until last September, so has only had about 6 months of light use.
We have had an engineer out to fix it 5 times in that period, each time its thrown the same error, F267, which has led to the same part being replaced, a kind of temperature fuse. The last time the engineer said that they get more calls from this kind of oven than anything else and even said not to use the microwave at full power, (1000W), which kind of defeats the whole point of buying a 1000w microwave!
So, because of that, we have been using it at 850W, however, it has thrown the same, overheating fault again, (F267).
Where do I stand legally with regard to getting it replaced or a refund. I realise its now over a year old but I feel that it is not fit for purpose.

[electrofix]

well with the amount of time you have had this fault you could argue its ” not of merchantable quality ” and ” not fit for the purpose “

look up the consumer rights act

since you bought it from Miele your contract is with them so that is who you approach

Dave

[don]

electrofix wrote:
since you bought it from Miele your contract is with them so that is who you approach

Dave

You have the usual Miele 2 year warranty as well.

I have just seen the following on the outlet store, it seems the products could be either unboxed or refurbished. From your comments it makes me wonder………;)

” The Miele Outlet

The only Miele Outlet Store in the UK based at our headquarters in Abingdon, Oxfordshire offers you the opportunity to own an unboxed or refurbished Miele appliance at a reduced price.

The Outlet has products on sale from all categories and all ranges, however it is extremely popular, and stock can sell very quickly so we operate on a ‘first come, first served’ basis. Our online stock list is updated daily, however we cannot guarantee that the items listed online will be available when you arrive.

All products have been inspected and tested by qualified Miele technicians and come with a 2 year warranty”.

I would be on to them on Tuesday 😉

Don

[tubafan]

Is it definitely installed correctly as built-in appliances can often get installed without the correct ventilation requirements? I expect it likely is ok or one of the Miele technicians would have flagged it by now, but it’s worth a check.

[paolo]

It definitely is installed correctly.
This is the response I got after quoting the consumer sales act and specifically saying that it is not of merchantable quality:

​​​​​​Hope this email finds you well.
I will gladly assist you today. I do apologize for the inconvenience however, based on our Terms and Conditions: General Terms & Conditions (miele.co.uk), The appliance that you have bought is of excellent quality and construction. However, we will correct, free of charge, any defects in material or workmanship for a period of 2 years (the Guarantee), subject to these terms and conditions.
Furthermore, our window for returns are within the first 30 days. Thus, we can happily proceed with a repair visit. Please let us know if you wish to proceed with the repair and we will happily arrange everything for you.

This is from their General Terms and conditions:
3.1.5 The Consumer Rights Act 2015 says that where the contract is for services:

(a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;

Surely if they have been out several times to repair the same, reoccurring fault, then counts as not being able to fix it.

I can’t say I’m impressed with the service I have received from them. It’s not some cheapo oven, it’s Miele, so not cheap and I now have no confidence that any of their repairs will last.
My next step is to speak to Which legal service, of which I am a member.
Just for balance, I still have the Panasonic combination microwave as a backup removed from our kitchen during the refurb, over 20 years old and still going!!

[electrofix]

how did you pay for it ?

Dave

[paolo]

Credit card

[electrofix]

in that case talk to your credit card company and see if they can help

they normally insure purchases and have to by law as far as i know

Dave

[paolo]

Thanks Dave. I have a call booked with a solicitor from Which legal on Monday, but will also consider Section 75 of the consumer goods act, which is the credit card refund section.

[paolo]

Update.
The which legal lawyer prepared a letter for me, quoting the 2015 consumer rights act, which I sent to Miele, it took several weeks to get a reply, even though in the letter it requested a reply with 14 days.
Eventually they gave in, took the oven away and gave me a full refund.

[don]

paolo wrote:Update.

Eventually they gave in, took the oven away and gave me a full refund.

Persistence pays off well done paola.

Time to get a new oven.

Don

[paolo]

Don, already done, and it’s not Miele!

[Author]

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