We bought a TriflexHX1 cordless stick vacuum cleaner in November 2020. In April 2023, i.e. five months out of guarantee, the suction and motor head failed. After unhelpful and delayed initial responses to our complaint, Miele agreed in May to repair the appliance at a 50% reduction in charge. In October 2023 one of the two batteries failed to take a charge. We managed with the remaining battery - Miele had advised us that a replacement battery would cost 169.00 gbp. In November 2024 the suction failed again, this in an appliance which was then four years old. We have had extensive correspondence with Miele this year (2025) which has been inconclusive and unsatisfactory. We made three initial requests: 1. that Miele arrange for the appliance to be collected so that it can be responsibly disposed of; 2. that Miele make a rebate on the original purchase price; 3. that Miele acknowledge and recognise that our appliance is faulty. Miele have agreed to the first request. They have consistently refused to consider a rebate. They have suggested that a further repair could be done at a 50% reduction and that a new appliance purchased from Miele would also be available at a 50% reduction. We had already pointed out that we were not prepared to arrange a further repair, which would add to the costs already incurred for an unsatisfactory product; and that we had already purchased a replacement appliance. Making these two suggestions seems to me to be irrelevant and insensitive - tin eared? Miele have suggested that our correct recourse would be to approach the retailer, a suggestion which was not made at the time of the first repair; that batteries do fail; and that our poor maintenance of the appliance was responsible for the initial breakdown, a finding which was not included in the June-July 2023 repair report. It seems to me that Miele is not prepared to accept any responsibility for the poor quality of this appliance and is attempting to pass the buck. As for customer service: Miele's attitude has been little short of contemptuous. I note similar comments on your website and elsewhere. We bought Miele on this occasion because of our good experience with their white goods. Buyer beware...