Repair Service
Miele Services – Price and Payment Options
Term and Conditions
Price and Payment
When it comes to servicing your appliance, you can pay our standard service charge.
Standard Service Charge
Our service visit charges are set out on our website in Euro and includes VAT at the applicable rate. The price for your service visit (and the basis of any charges we cannot calculate in advance) will be indicated on the order pages when you place your order or will be confirmed during your phone booking:
a. Callout charges include the first 30 minutes of labour; additional time after that is charged at 15 minute intervals
b. Replacement spare parts are charged as extra – your technician will advise you of the cost of spares;
c. Where our technician advises (at its sole discretion) that your appliance is beyond repair, the payment for the standard service fee will be transferred across to the cost of a new machine and we shall be under no obligation to repair your appliance.
d. Should the appliance require lifting assistance due to installation restrictions, an additional charge of €40 will be applied.
We take all reasonable care to ensure that the prices advised to you are correct. If, in the course of a service visit, it becomes apparent that further work is needed on your appliance beyond that covered in your order, the technician will agree the costs of that additional work with you.
In some cases, and where stated during the order process, we require advance payment before we start the services. Where you have made advance payment we will invoice you for the balance of the price of the services when we have completed them. In all other cases, you will need to make payment on completion of the services.
We accept payment by all major credit and debit cards, but we are unable to accept cash payment.
Fixed Price Repair
"Fixed Price Repair" is covering all repair costs against a one-off payment. The following terms and conditions shall amend the Miele General Terms & Conditions and shall additionally apply for “Fixed Price Repair”:
1. Conditions
1.1 Fixed Price Repair” cannot be ordered during the Remote Assist service or on an appliance that has been diagnosed within the past three months during a Remote Assist call.
1.2 "Fixed Price Repair" must be ordered at least 24 hours prior to the service visit. If not, the service rates as stated on miele.co.uk will apply. Once the technician is in the home, the “Fixed Price Repair” will not be available as an option. Once the technician is in the home, the “Fixed Price Repair” will not be available as an option.
1.3 The option of “Fixed Price Repair” requires paying in full at time of booking or at the latest 24 hours prior to the technician's visit. Payments are via our Customer Contact Centre agents and all credit cards are accepted.
1.4 If multiple appliances require a repair the “Fixed Price Repair” option can either be chosen for all of them or only on selected appliances. For both cases no costs for call out apply for additional appliances. If the “Fixed Price Repair” is chosen on one appliance only, the repair costs for any additional appliance are to be charged according to the current standard labour and spare parts prices.
1.5 Should lifting assistance be required due to installation restrictions during a “Fixed Price Repair”, an additional charge of £60.00 will be applied.
1.6 The “Fixed Price Repair” option is not available on MasterCool appliances, Dialog Ovens and Range Cookers.
1.7 The Fixed Price Repair shall be governed by this Fixed Price Repair Terms and Conditions.
2. Cover and range
“Fixed Price Repair” covers the following:
2.1 All travel costs and call out charges.
2.2 All labour costs and spare parts to fix the appliance for the reported fault at time of booking, including subsequent visits if spare parts are not available on the technician’s van and need to be ordered.
2.3 Only the reported fault at the time of booking will be covered by the “Fixed Price Repair”. Any additional work by the technician and any additional spare parts required not related to the reported fault or requested to be fitted may be charged separately.
2.4 In addition to customer’s statutory warranty rights (warranty claims), Miele grants the customer for the “Fixed Price Repair” a guarantee for 12 months, starting from the repair date, as follows: If the exact same fault occurs within this period - even though the original reported fault has been entirely fixed in the context of the Fixed Price Repair - the fault will be fixed free of charge as long as the machine has been correctly installed and maintained according to manufacturer’s instructions and has not been misused.
2.5 If the appliance has further faults within 12 months, starting from the repair, which might be the same or linked to the first repair, a technician will need to visit to diagnose the fault. If the diagnosis indicates that the fault is not related to the original repair, the customer will be asked to pay the technician to complete any work required. The technician will offer the choice of either:
a. paying another “Fixed Price Repair”; or
b. paying the service rates as stated on www.miele.ie
whichever is the cheapest option to repair the machine as advised by the technician. Should the customer choose not to proceed, the inspection fee for the technician’s visit will be invoiced as per rates at www.miele.ie.
2.6 If the appliance cannot be repaired or is beyond economic repair, Miele will not conduct the “Fixed Price Repair” service. The customer may decide on a repair according to the standard labour and spare parts. If the customer purchases a replacement appliance through Miele Ireland Limited directly, the cost of the Fixed Price Repair fee will be deducted from the appliance price. If the customer chooses not to replace the appliance directly with Miele, Miele Ireland Limited will refund an amount equal to the difference between the “Fixed Price Repair” charge and the inspection fee. To request such a refund, email contact@miele-support.ie by providing the service order number and a brief description. This offer will remain available up to 90 days after the technician's visit.
3. Limitations
“Fixed Price Repair” does not cover the following faults:
3.1 Washing machines – suds container (drum, bearings and weights) and cabinet repairs/replacements.
3.2 Tumble dryer – drum and base module.
3.3 Refrigeration – replacement of any refrigerant gases or compressors.
3.4 Hobs – glass tops.
3.5 Any glass breakage, cosmetic damages, wear and tear, interior fittings, cavity repairs/replacements and accessories are not covered.
3.6 Any appliance previously visited by Miele or a Miele authorised service partner where a diagnosis / estimate for repair has been made for the reported fault.
3.7 Any Miele Professional appliance or a Domestic appliance being used in a commercial environment.
3.8 Any faults due to external factors such as damage caused through inclement environmental conditions or natural phenomena.
4. Cancellation
In addition to the right of withdrawal as set out in section 6. the following rights to cancel the contract apply:
4.1 The “Fixed Price Repair” can be cancelled with full refund up to 24 hours before the scheduled time and date of the repair visit. If cancelled on the scheduled day, Miele Company Limited has the right to invoice the current standard call out fee and deduct it from the “Fixed Price Repair” payment.
4.2 The “Fixed Price Repair” can be cancelled if Miele (sales subsidiary country) informs the customer about a change to the services, an error in the price or description of the services, or a change to terms to which the customer does not agree, or because there is a risk that the services will be significantly delayed because of events outside of Miele’s control.
4.3 All refunds are processed within 14 days from the customer’s notification to cancel the “Fixed Price Repair”.