This is following up on my disappointing experience of trying to get our four and a bit year old Miele W5740 washing machine repaired. When I got back to Miele, they offered to send an engineer for a free inspection and let us know what they could then offer us. Nothing to lose, I thought.
I wasn’t sure what they might offer to do and how much they’d charge, but I was weighing possible costs against that of a new machine. I’d previous looked up the cost of the failed part and service, which would be at least £417. Without any further guarantee, that doesn’t compare well to a new machine.
For example, John Lewis sell the Indesit XWD71452W which gets good reviews, for £209. Even if it failed just outside the 2 year guarantee, its cost per year would be around £100.
If the Miele W5740 proves uneconomical to repair it will have cost £203.83 per year (£958/4.7). If the £417 repair worked and it lasted a total of 20 years as implied by Miele’s website, then the cost per year comes down to £68.75, but all the risk of any further repair or replacement is on me, the customer. Consumer rights law suggests that you should be able to insist a machine lasts for a reasonable length of time, based mostly on the cost of the machine. However, enforcing this might require a trip to the small claims court, which isn’t expensive, unless you end up paying the company’s legal costs.
We’d already decided that I’d rather spend less than the full £417 repair cost on a new machine with some kind of guarantee, possibly selling the old Miele one for parts on eBay.
As it turned out the Miele engineer took a look and confirmed our suspicions that the main board had gone. He also said he’d phone his boss, saying we’d likely get a better deal than asking customer services. They offered to provide the £300 part which had broken for free and only charge us the £117 call out charge. Not a great deal, given there’s no guarantee it will work for any length of time, but less hassle than buying a new machine, so we went for it.
In future I won’t be taking much notice of how long a company’s marketing material suggests their products will last. Instead I’ll be looking at long-term reviews and how long the guarantee is.