By Bistre Raccoon on November 25, 2011 Verified by Guest

We found the sales people at FW Black quite knowledgeable and helpful when we were trying to choose among various high end appliances. They know the features, the tradeoffs, and have enough experience to guide you in making choices based on how you actually live. Eg., do you really need to be able to cook garlic shrimp canapes and chocolate chip cookies at the same time in your convection oven? Is it useful to be able to boil a gallon of water in three minutes?

We ended up buying ~$25k worth of appliances from them over 18 months. Our brand new Miele fridge, unfortunately, didn't work properly from the day it arrived. That's when we switched from working with sales to working with service. The service is the worst I've ever experienced. It takes at least a week for them to send someone out, and when they arrive they invariably don't have the spare parts they need. For Miele appliances it seems to take two weeks to get the parts, and at least another week to schedule the repair. Each time they completed a repair and left, we discovered that the problem wasn't fixed.

Eventually we spoke to someone at Miele's head office who, apparently having little faith in FW Black's repairmen, offered to send one of their own technicians.

You might want to talk to FW Black to get advice, but I'd suggest spending your money at a place that has competent service techs and adequate spare parts.

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By Bistre Raccoon on November 25, 2011 Verified by Guest

We found the sales people at FW Black quite knowledgeable and helpful when we were trying to choose among various high end appliances. They know the features, the tradeoffs, and have enough experience to guide you in making choices based on how you actually live. Eg., do you really need to be able to cook garlic shrimp canapes and chocolate chip cookies at the same time in your convection oven? Is it useful to be able to boil a gallon of water in three minutes?

We ended up buying ~$25k worth of appliances from them over 18 months. Our brand new Miele fridge, unfortunately, didn't work properly from the day it arrived. That's when we switched from working with sales to working with service. The service is the worst I've ever experienced. It takes at least a week for them to send someone out, and when they arrive they invariably don't have the spare parts they need. For Miele appliances it seems to take two weeks to get the parts, and at least another week to schedule the repair. Each time they completed a repair and left, we discovered that the problem wasn't fixed.

Eventually we spoke to someone at Miele's head office who, apparently having little faith in FW Black's repairmen, offered to send one of their own technicians.

You might want to talk to FW Black to get advice, but I'd suggest spending your money at a place that has competent service techs and adequate spare parts.

Write a Comment