Not Happy With Your Service // Miele

www.miele.com.au

From: Sidqie Djunaedi
Sent: Monday, May 26, 2008 3:45 PM
To: 'service@miele.com.au'
Cc: sidqie; 'Ranie Kasmir'
Subject: Job # 1381629 // Pls expedite Parts
Importance: High

Miele,

On Monday 21^st.April.08, the Washer Dryer (WT2670) that we recently bought from Miele was faulty. Somehow it did not want to start.

We log a job on that week, and we were adviced that the technician was unable to come for that week, or the week after. And make an appointment on to come on Tuesday, May 06.08.

Bob – your tech who came over to do the job - adviced, that this particular fault, will require a part. Unfortunately, we’re told, that it was on backorder.

I’ve been calling back and forth, inquiring on the ETA for the part. I was adviced that it’ll be 2-3 weeks wait. But for some reason, still unable to give a specific ETA date, or give me an order confirmation or any Air Way Bill to advice the shipping confirmation from your Germany counterpart in which you placed the order with.

1. 1. Try to put yourself on my shoes. I had a fault with your product since the first week of purchase, we had water gushing out from the machine. This was on and off fault occasion, and happened for at least 5 times, within 4-5 weeks period of purchase. But I was “happy” enough to be patience. But now, this is getting extremely annoying.

2. 2. Your Spare Parts management really need to check their process and review your reordering point. If this fault occur often with the product, not sure why you don’t keep enough spares to cover the long lead time from your supplier. Geez, this product does not even come close to become obsolete ...

I was enticed to purchase your product, and spent a fortune to bought your product compare to competition, because I’ve been told by the Sales Representative at Harvey Norman QV how good Meile is with your German Engineering, and he gave me Quality Assurance from Product Support perspectives.

Obviously this has been proven wrong since first week of purchase.

Please expedite the part that is required for the job number above, and rectify the fault ASAP.

If you have any issues, or to have a further discussion, please contact me on 04XX-XXXXXX

Thanks.

Kind Regards,

Sidqie Djunaedi
Logistics Planner
Telstra Business System
Melbourne 3000