Is this the WORST gadget I've EVER reviewed?! The MASSIVE problem with Miele CM6 6360 espresso maker
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- Опубликовано: 27 мар 2022
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I was all set to bring you a full review of the Miele ?? Today. I was going to take a look at what this premium espresso machine could do, how it works and what the coffee is like. But the machine had other ideas.
So this machine which is supposed to brew coffee, espresso, and milk-based beverages like cappuccinos and lattes, is one of the most expensive I’ve ever bought to review. Costing about $2200 US, let’s just say the expectations are high that something so pricey will deliver on the best coffee drinks I’ve ever had.
This was just delivered yesterday and when I went to get it set up today I got what you could call a fatal error.
I was following the instructions on the machine, which asks you to get connected to the Miele at home app. The app is supposed to give you remote control over your device from your smart phone. The app asks you to make a few selections and then press a few of the buttons on the espresso machine. Unfortunately, following the instructions precisely results in the selection of a Descaling process.
Now this wouldn’t be a problem, but since the machine is brand new it doesn’t really need descaling. Even so, I was not able to exit this process. I thought, no problem I’ll just run this through and when I come out on the other side I will just finish the set up.
Except there was no finishing the Descaling… After the first run through which takes about 10 or 12 minutes, the message on the display read, repeat the scaling process. A little annoyed, I repeated descaling. After the fourth time it asked me to do this, I realized we have a problem.
Searching online I found many Amazon reviewers saying this exact situation had happened to them. That while trying to set it up or when they actually ran the descaling process, it would put itself into an infinite loop.
Again, I figured no problem. I’m a technology blogger and can figure this out. Except I couldn’t. There seem to be no way to reset the espresso machine, and pulling the plug or trying to kill power did absolutely nothing to abort this sequence.
One last time I thought, I can resolve this with a quick call to Miele customer service. Except that was a major no-go also. Although I got my call answered quickly, and received help from a very nice woman, the answer was that Miele customer service has absolutely no way to help you exit this infinite Loop.
The customer service agent gave me two options: bring the machine myself to the nearest authorized service repair person or return it to where I bought it.
So here I am, over $2000 US invested into this machine, less than 24 hours of ownership, and the machine is a complete lemon.
My mind is actually blown at how poorly this machine is programmed, and how little Miller can actually do to help any customer resolve this. Spending a months rent on a espresso maker should at least warrant you in-home service… But I’d settle for a machine that actually works as advertised.
So this machine is going back… Big high five to Amazon who is taking it back with no questions asked.
This is where I have a question for you guys… Should I order another version of the machine and see if I have a better or different experience? Or should Miele be burned in my books?
If you have questions about this machine or have had similar experiences I’d love to hear about it in comments below. I’d also like to hear about it if you’ve had an amazing experience… And I’d love to know if you have been successfully able to de-scale the machine if everything has been going well for you so far. Perhaps this is just one lemon… But based on the large volume of online reviewer‘s complaining of the same fatal error. It seems like this product is a dud.
Selling for over $2200, I can absolutely not recommend this product for anyone right now, and even if my next experience might be better, I’m still pretty hesitant on the Miele brand right now. 
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We have the CM 6360 for 14 months. Works great, no problems whatsoever. Easy to use, easy to clean and maintain.
Hi dear,
The reason that the descaling process doesn’t finish is because you filled the water container to the max. The machine needs to be filled just1/3 of its capacity and the descaling tablets need to put in to it. If the water container is filled to the max, the tablet-solution will be too diluted and the unit recognizes that it will not clean the pipes so it will result to a fail attempt.
The reason that it went to descaling mode in the first place, is that wrong sequence of buttons activated the short cut to descaling process.
When the mashin is set up, you will love how it works.
We invite you to visit our shop at Coffee Warehouse in Richmond Hill to Use the machine and have a cup of lovely coffee.
Thanks dear. But I am done with this brand. Push one wrong button and you break the device? No thank you. Also, why would you have to fill the tank precisely 1/3 of the way and the scale it before you use it? I appreciate the offer, but will take a pass.
We had a related problem to the one Erin talks about in her video where the machine gets stuck in a milk cleaning cycle. After a frustrating day calling Miele US support who were totally useless, we discovered on a German website that you need to use the exact amount of water for the process (300ml) otherwise it won’t exit and will restart again. Manual does say this is needed but it’s not very prominent. Not sure this works for the descaling as well as the milk cleaning, but passing this on to help others who have this machine.
Thanks for sharing this info!
Stuck in this error. If I restart it using only 300ml will it exit the error????
Thanks it worked !!
Yep this worked, machine works perfectly now. Who would have thought it would be so specific and not work if it wasn't exactly what it wanted.
Dear customers, Miele, Jura and a lot of more brands are made at the same factory in Switzerland by the company Eugster/Frismag. You will notice that the brew unit is the same for most Miele, Jura, Melitta etc. Eugster/Frismag owns facilities in Portugal and China. So Miele does NOT produce coffee machines - they are produced FOR Miele BY Eugster/Frismag. Remember that! That's why other kitchen appliance made by Miele is with perfect quality. The same is with the refrigerators branded Miele - they are made by Liebherr (Germany) for Miele. Miele does NOT produce refrigerators. I think this is useful information for the citizens of USA and Canada.
Liebherr make top quality refrigerators so no worries there.
Wow Thank you my friend
The brew unit is removable for cleaning and maintenance on the Miele. The Jura is not.
It is very important that you only fill the container with water up to the correct mark.
We have the cm6350 at our office and it works great, haven’t had issues except figuring out the coffee settings and getting exact espresso amount but the machine has been a big upgrade over our older classic lavazza machine
That's great!
Had it for a long time and no issues. Still use it every day thousands of cups of coffee later. Best coffee we ever had. Sounds like user error to me.
I ran into the same issue, the fix was to fill the water reservoir to the lower indent level. This has to be exact otherwise the machine will put you in an infinite loop without a hint why.
I prefer the Miele over my Jura as the Miele has a removable brew unit that can be removed for rinsing and it produces coffee/espresso at the proper temperature (hot) unlike the newer Jura units.
Appreciate your review, I was looking at this machine because of the removable brew unit. I'll go with Jura
This is my second Miele coffee machine - I replaced my CM 6350 after eight years which was (is, since I still have it) working perfectly, but I wanted the networked features (which haven't really been anything to write home about) and my wife wanted hotter coffee.
Same as a few people here, we had the descaling 'issue', but we just followed the instructions (properly) in the manual; it worked first time and we've had no 'issues' since. So, since so many other people had the same experience and got it sorted by following instructions makes it debatable whether this is actually an issue.
I appreciate the effort that goes into doing reviews (thank you Erin), but I certainly wouldn't expect an on-site service call for a very portable item; I think that the options given were quite reasonable and in keeping with any other manufacturer - Jura certainly doesn't offer on-site service and where I live, comparable Jura machines are at the same (when discounted) or higher priced than the Miele.
I do think that that reviewers often don't read the instructions and then give a product a poor review, particularly tech expert reviewers ;), but it is really an issue that the Miele service and product knowledge is so poor, which reflects my experience with them, too.
Happy user of 6350 for past 7 years with 0 issues. I have had many different machines, none of them lasted more than 2 years. This is workhorse, over 14000 coffees and just now starting to have random issues with f17 error (which I am assuming its pump), but over the past 7 years It was a champ, I have no regrets and just this week replaced it with 6360. What is also worth to add, when I purchased it years ago I tasted espressos at the store from many machines (including different hi end models of Jura), best tasting espresso by far was from Miele machine. Networking is a joke on new model :) If anyone is considering upgrade for this reason - don't have high hopes. Milk pipe cleaning was superior in older model, this for some reason leaves couple drops of milk at the tip which is inserted to the tray. I'm yet to figure out how to increase temperature of the milk froth (which was main reason I went with newer model) but no luck yet.
I have a Meile dishwasher which is fantastic and a washer and dryer which I can’t say enough about.
Great appliances and I would recommend trying again.
Good to know, thanks!
As an owner of a lot of Miele appliances (kitchen, Laundry room & Professional laundry appliances at the shop) I can say they are really good! I have the same coffee machine as a build in version and it works really well. The service (at least in the Netherlands) is really good and they can fix the appliance within 48 hours. When they can’t fix it, they just replace it for another one. It surprises me that you get such a useless answer from the Miele service call.
I would love to see you review another machine because they are really worth the money! I hope that the new machine from Miele is better than this one!👍🏻
I’ve never been less impressed than I am with Miele. But I’m glad to hear your appliances are working well.
i bought myself today cm 6160 milk perfection lotus white here in Lithuania it costs 800 EUR ,working like AK47 ,no jams 😁😁
I had CM6360 for a week and I was satisfied with the device. I haven't connected to Miele network because I wanted to focus on drinks. It has many options to customize your drinks so you can adjust for example Latte Macchiato to your glasses. I've done it and I had perfect latte every single time. I love the option to make two drinks at the same time. Also the coffeepot option is awesome. I also enjoyed the way it cleans the whole milk system so you don't have to worry about it. From the other hand it was noisy and glossy black version was hard to clean. If you like premium devices with lots of drinks built-in and you need few profiles for different coffee drinkers at your home - that's the device for you. However the price in US probably due to customs is crazy. I Europe it's almost a half of the US price.
Do you have any problem with it so far?
With that many bad reviews and the issues you had I would wait for v2 if they even decide to redo it is there any way to get software updates on it since it has a home app and obviously Bluetooth or Wi-Fi for connectivity?
that was a helpful review
thanks
You're welcome, thanks for watching!
I love Miele. In my previous custom made house I installed, Miele hood, range top, refrigerator, wine cooler, speed oven, steam oven, wine cooler and full master chef oven and built in Miele coffee machine. The only thing I absolutely hated was the coffee machine. I loved every other appliance. I sold that house and I miss all of the Miele appliances. In my new home I purchased a Miele counter top fully automatic coffee machine and I only had it for over a year. I absolutely hate it. I just don’t think Miele makes a good coffee machine unlike their other products.
That's so good to know, thank you for the comment and sharing your experience!
Hi Erin, Thank you for this review; you no doubt saved some coffee lovers a lot of $ and disappointment. I wouldn't take a chance on another Miele product; glad you are able to return it. And BTW, I am an instant coffee drinker and after watching this, I think I will remain one! ☕
Thanks Roger!
Love my Miele. Got it straight from the company. This never happened to me. I enjoy great coffee everyday.
Does the Miele CM6160 come with the milk flask?
When you started the setup process did you first set up the wifi and the normal startup modes? Then you can go back and set up the miele@home settings, but you first must skip that process to complete the standard setup. Once you do that you may them go back and set up the mobile or miele@home features. If you try to set up the miele@home before setting up the wifi and normal startup process it will enter into descaling mode that will repeat a few times. You cannot interrupt this process, doing so will cause the machine to default back to the first scaling cycle until it is allowed to complete it original coarse. It is like an autopilot to prevent damage to the machine.
This is partly the problem… When a product is this complex and things need to be done in a certain order, less it render the machine in operable. It shouldn’t be sold to consumers. Too high a chance of fatal mistakes.
@@ErinLawrenceTV Not certain if it shouldn't be sold to consumers but maybe they should take into account they are selling to a broader market then just Germany and the rest of Europe and include instructions that would explain the steps more clearly for the North America Market. The bigger issues is with the Call Center that is established to assist the North American market should have been given the start up process steps, step by step by step to better assist the consumer. They should have been able to research your problem quickly and realize that you started the process out of order, then offer the instructions on how to rectify the situation. Miele is a great product line outside of its fail to provide clearer instructions and perhaps they should move the option for the Miele@home feature to the end of the setup. At the very least they should have written in a loop that would take you to the normal wifi setup screen if you prematurely selected the Miele@home Feature to soon. Even a screen detailing that you must create a wifi setup before attempting to connect your phone via wifi would simplify the process and saved you such frustration. Great Company though but very German in their engineering and thought processing but that is actually a very good thing.
Thanks for your reviews. If my first experience is negative, I return the product and buy something else.
Fair enough, and thank you!
Always read the troubleshooting in the manual first!
Always do what the machine tells you!
😂I had the problem with descaling asking to do it again and again, the problem started from water tank, it can’t be filled with water more than exactly to the sign You can see inside the tank
found this in my search for a solution - my problem was i was refilling the water tank for each repeat cycle - instead let it run to empty then the process moved onto a final rinsing cycle - and presto i am back to making a now much needed coffee
Great tip, thank you!
Yes it is very important that you only fill the container with water up to the correct mark
@@ErinLawrenceTV It is CRITICAL that you follow directions to the letter - don’t overfill or under fill the tank otherwise it doesn’t work and requires you to repeat the descaling process. Your response to this requirement may be that other machines do not have this issue, which is true. However maybe look at this from a different angle - other machines allow varied amounts of water to be used by the consumer for the process; the reality of this is that some people may descale some machines using a solution weaker than required (i.e. used too much water) and others the opposite.
Hi Erin, with that price point I would just forget about it. Stick with the Phillips reviews, probably makes better coffee / espresso anyways. By the way, love your reviews, I rarely buy something with out hearing from you first!
Good call!
Sounds like a news report.
I used to be a news reporter! 👍
Erin, burn them in your books, for sure! Why chance paying in excess of 2K & it dies again! Poor customer service & why chance it! Thanks for your very frank coverage on this product.
Thank you for watching and the comment Dan!
I have owned this product for 10 months and love the quality of the coffee. It is loud and requires frequent attention but I have had no problems like you have described. I also own other Miele products and have had great success with them.
Good to know, thanks for sharing Michael!
This is my second miele machine
The first lasted 5 years and was prohibitive to repair so i bought this new one. Coffee, frothing is excellent.
However the grinder died after 4 months . Reaching miele for return is brutal. Getting updates brutal. Reaching them torture.
Finally i returned under warranty.
I received a refurbished unit all scratched up. IT ALSO WAS DOA.
I set the bad unit back and miele will send another replacement.
But their process is 1980 style . Hours on hold . Idiots on phone.
I buy everything thru amazon,their amazing.
Miele is worse in recent memory.
I deserve better service for the dollars i spent .
Hopefully the new replace if and when it arrives works.
Ps
I just added an extended 2 year warranty direct from miele.not cheap. I didn't use amazons company.
You will need the warranty imho
Damn good coffee. Horrible company, iffy reliability
ps thank you for this excellent review
you should probably just wait till the 6th of all just have a real fun for now because I just want to have another issue again Miele
My thoughts? And you've said this in your videos before.. companies and products should always be given another try. And there's no way every single one has this defect. So if it was just the malfunction I'd say try it again. Bonus is if you do and the second one does the same thing, then you're viewers will know with their own eyes that there's a serious issue with that model and you can be sure none of them will even attempt it. And if the replacement works we can all find out what a coffee that costs 2 weeks pay is really like.
But my bigger issue is with customer service. They really should have a dedicated tech support line, and if they did and there are as many complaints at you've found, they would know about it and be able to assist you without the standard guesswork you appeared to get from the representative you recorded. And this is where I struggle, because if a company can't support their products, well people should think hard about buying ANYTHING from that brand again. I own one of their vacuums so I do hope the issues were simply because it's a few product
Bottom line, and if I was you, I'd order a replacement to see if it's just a dud or if it's a larger issue. You've already invested the time, see if you can still get some value from it I say.
Thanks! Good advice.
I was thinking on buying this machine, not anymore \. Thanks for the info
Good call, glad I could help!
I am not sure if you found the answer in the meantime.
The problem was that you put too much water in the tank for the descale operation.
If you only fill it up to the bottom mark, it will finish the operation without any error.
I had the same problem but when I called the service center, they immediately knew the answer.
And, in the meantime, they made a software update which should have fixed the problem.
You probably should not claim that this is the worst gadget you reviewed; after all, you did not get to test it...
I’ve never owned one but from my experience with other electronics that failed on the first try, return it and don’t look back. 😬
Roger that!
We have the non-wifi version, and it makes great coffee. I have not been impressed with any wifi appliances from any appliance manufacturer. Sorry about your poor experience.
Thanks Mark!
As a fellow owner of a CM6 series coffee machine, I warn everyone to stay away from Miele products. While the machine is nice when it works, when it doesn't work, it's costly. Not only is it costly, Miele customer service is anything BUT service.
Great feedback Adam. Thanks for posting. And I am sorry to hear Miele doesn’t respect it’s customers better.
One of the reviews states: "Miele support offered no help. Can’t find a working reset command on the internet. Back in the box it goes" Don't waste your time. Customer support offers no solution. Get your money back. For that amount of money, you're paying for customer service as well. Good review, Erin.
I should have taken those seriously before I bought...
I would have bought it too.
Excellent review, sadly unable to actually give a review. I think why not try another machine. Thanks
Thanks Dan. I’m wary of this brand now and given comments from others that this is not isolated I’m not keen to repeat this. I’d like to wait until they upgrade.
If Miele can't or won't help you then get a completely different brand. One that is not made by the same parent company and only branded as Miele. Service after the sale is important. You will need it at some point and with an especially expensive product such as this you deserve to get the best customer service. Period.
Just what I needed to know Erin! I'm hunting for my next unit as my delonghi automatica S died again. Poor plastic internals.. I need a rock solid unit that won't break.
Hey Chris! Happy to help!
Thank you. I was actually looking at this machine because we are very happy with our 2 Miele vacuums (better than our previous Dysons). This espresso machine looks nice but if it doesn't work.... Yeah, that's a big problem. I would wait for Miele to release an update or a new model....
Agree, Alastair. Agree!
I know you can prepare a wonderful latte or espresso drink.
I had the previous model for 6 years and 8,600 plus perfects cups before it broke. Bought the 6160 directly from Miele, major mistake, small prints no returns authorize. First machine had a pump issues, USA call center in Central America was no help and stonewall me. Finally a BBB complaint had Miele contact me directly and after a couple attempts to fix the issue they exchanged the machine. New machine out of the box has multiple F82 faults, requiring shutting down the machine for an hour. Making coffee through the ground chute, easy on my old machine is nearly impossible on the new one. I have a house full of Miele kitchen appliance that have been functioning perfectly but after my experience with the CM 6160 and their call center I will never buy one of their products in the USA.
Wow. That’s awful. It’s certainly made me concerned about buying another one.
Amazon reviews say it all, $2,300 machine with only a 50% 5 star ratings, the rest are having problems with the machine due to poor design or manufacturing. Most people experience with Miele USA customer is equivalent to a use car dealership.
I finally found the solution to my cappuccino F82 fault on a website in Europe. This is a manufacturing issue of the milk valve coating. That being said it is a very high maintenance machine and I just bought a Technivorm Moccamaster as my girlfriend doesn't want to deal with this machine. This is also the last Miele product I will buy to my experience with their customer support. @@ErinLawrenceTV
i dont think you shoud buy a nother miele but i do recommend jura coffee machine i recommend the z10 or the ena8. I got my jura z10 in 2017 and it has been working amazing ever sine. Now it was quiet a big investment but me as a person who dinks capichinos and duble espresso this machine is perfect for me. And yes when i was looking for a good coffee machine i stumbled opon many complaints about miele coffee machines about there poor programming and over complicated interface. And comparing a miele to a jura’s interface the miele is more complicated to use then a jura and programming the machine on a jure is a lot easier than programming a miele coffee machine. And with this i think it shows that the more expensive something is doesn’t meen its better!
Thanks for commenting!
My coffee machine (6160) has already made one trip back to Miele for adjustment. For two thousand dollars, it is not worth the price or the constant attention that it requires. If you are a coffee drinker, I would suggest a $70. electric percolator, that holds coffee warm, doesn't require constant orders to empty this, fill that, wait for the rinse process etc. The end product is what actually matters to me and Miele, should as previously suggested, stick vaccum cleaners!
Agreed!
I would not purchase another unit currently. They need to reach out to you and explain what they plan in the future.
I agree Edward.
We have been using the CM6360 for several months and have had zero issues with it. If you take the time to read the manual you'll find the solution to the "problem" you have experienced. Please give it a chance because it is truly a wonderful device.
Thanks Todd, appreciate the tip!
This MASSIVE problem is simple user error. Read the instruction about water level to find out why.
How is it user error when a simple button press can completely lock up a device with no way to undo it or repair it without physically taking it to a repair depot? That’s bad design.
I'd skip out on reviewing another one for now. I'd find out if Miele collects feedback. Maybe they can send you one in the future to review. Thanks for sharing
Thank you!
You never updated us on if you bought another 1
Thanks for the reminder! Many people here convinced me not to bother… At least not until they come out with a new generation of machine.
Highly disappointing. I've been imagining Miele to be a top-notch brand based on how impressed I've been with their vac (tho not their ridiculously confusing & disorganized website). Guess I'll have to rethink my opinion.
It is!
Buy a Jura instead.
and where you find service for Jura ,
Thanks for sharing Erin. I wouldn't waste time with another one.
You are so welcome!
I would not
Control- Alt-Delete.😂 I wouldnt reorder. To many movin parts with no customer service.. IDK? Especially, with it over $2g's?😬..
LOL, exactly!
I wouldn't try another. Miele is known for their vacuums (to my knowledge), lets keep it that way.
I have a dishwasher and washer and dryer and they are fantastic.
In this time and age selling something so expensive and not working, no no no, Miele🚫
Miele customer support is the worst for all of their espresso machines. All they do is read to you from the manual. The customer support person I spoke to clearly had never even used or touched the Miele espresso machine himself. I have a different model and it takes more time to maintain each week than making an espresso or latte on a not automatic machine. It is a big disappointment.
Very disappointing for sure.
@@ErinLawrenceTV It is very important that you only fill the container with water up to the correct mark.
Just purchased the same CM6360 today and upon setup I got stuck in the ‘clean milk pipe’ cycle with no way to reboot it out of it - calling Miele Canada tomorrow and the bloody thing is going back! I’m super annoyed and I wish I would have looked at Erin’s report before forking out $2500 😢
Oh noooo. I’m so mad this is still happening to people! This just reinforces that I won’t buy another Miele appliance again.
It’s poorly designed, very disappointed in German product, it drive me mad , unfortunately I bought two , one for each of my places , I’m pretty angry, the lever in brewer is stuck, can’t put it in position, I need to take both brewer back to where I bought them , I hope they wouldn’t ask me to bring the whole coffee machines 😔
Oh no!
You bought a machine some one brought back. Don’t buy on Amazon. There horrible. You didn’t fallow the directions exactly for sure.