Best Smart Innovation – Major Domestic Appliances
Company: Miele
Product Name: Miele Remote Assist Service
Entry Statement:
Following successful trials in the US and Spain, Miele GB launched a pioneering new customer service solution in February 2025, Remote Assist, which allows customers to receive expert appliance diagnosis and support via video call, negating the need to wait for a home visit from a technician. Remote Assist represents a step-change in smart aftersales support delivering faster resolutions, reduced disruptions and empowering customers to safely resolve minor issues with expert guidance.
After an initial triage by Miele Customer Support, suitable cases are escalated to a Remote Assist video call. During the video call, expert advisors provide a provisional diagnosis on the fault, demonstrate customer-led fixes, or determine whether an on-site visit is necessary.
Remote Assist offers two outcomes, ensuring flexibility and transparency for customers. It is free for customers within their warranty period, while out-of-warranty customers can access the service for £59.
1. Provisional Diagnosis and Customer Led Resolution – Customers receive expert guidance to troubleshoot and resolve minor faults independently.
2. Arrange an On-site Technician Booking – If an on-site repair is required, the customer can book a technician visit, with the Remote Assist fee (if applicable) deducted from the final repair cost.
Remote Assist represents a significant step forward in Miele’s commitment to customer service excellence. By offering real-time, expert support via video call; it provides a more convenient, cost-effective and sustainable way for customers to keep their appliances in perfect working order.
Entry ID: 12067
