Following successful trials in the US and Spain, Miele GB is piloting a pioneering new service, Remote Assist that allows customers to receive expert appliance diagnosis and support via video call, negating the need to wait for a home visit from a technician. Customers benefit from a faster, more affordable and accessible service, avoiding unnecessary technician visits and getting appliances back in use quickly.
Customers seeking support will first contact Miele Customer Support, where a representative will assess whether Remote Assist is the most suitable solution for their issue. If appropriate, the customer will be connected with a Miele technician via video call for in-depth diagnosis and step-by-step guidance to resolve the problem.
Remote Assist is available free of charge for customers within their warranty period, while out-of-warranty customers can access the service for £59.
The Miele Remove Assist service offers three tailored solutions:
- Self-Service Solution Without Spare Parts – Customers receive expert guidance to troubleshoot and resolve minor faults independently.
- Self-Service Solution Including Spare Parts – If a replacement part is needed, the expert will identify and arrange the correct spare for the appliance.
- Cost Estimate and Technician Booking – If an on-site repair is required, the customer will receive a cost estimate and can book a technician visit, with the Remote Assist fee deducted from the final repair cost.
Aisha Tague, Service Director for Miele Customer Support says, “Remote Assist represents a significant step forward in our commitment to customer service excellence. By offering real-time, technician support via video call, we are providing a more convenient, cost-effective and sustainable way for our customers to keep their appliances in perfect working order.”
For more information on Remote Assist, visit www.miele.co.uk or contact Miele Customer Support.
