We needed our Miele integrated freezer fixing. On calling customer services I was recommended a £299 all inclusive/parts included service as the lady suggested that the freezer was probably repairable. When the engineer arrived he did a cursory check and immediately said it was the compressor which would cost £600 to exchange and wasn't covered under the scheme I paid for. Initially, I wasn't told there was a cap on repair/parts cost so was very disappointed to be offered a new freezer from Miele costing over £2000. I tried to get through the customer complaints procedure by completing the online form. A response was promised withing 2 working days. We heard nothing so I rang customer complaints twice and the first time the agent said someone more senior would get back to me. The second time, after explaining my issue to the agent I was left hanging on the phone for about 20 minutes before the phone cut off. Nobody returned my call. I simply wanted to know if the compressor could be changed (even if I paid for it!).