Browse Forums Kitchen Corner 1 May 08, 2009 8:58 pm How would you rate Neff? I have been looking for two 60cm ovens for our kitchen remodel and was impressed with Neff. Does anyone know if Neff is actually well regarded in Europe? It seems huge in England. I can get a comparable Miele but does not have as much internal volume so trying to deciede if Neff is the way to go. I appreciate your feedback. Re: Neff oven 2May 09, 2009 8:50 am Hi Becdoll. we are in the same position and have chosen to go with NEF for the same reason - internal volume. as well as a longer warranty. Most of the shope we went to said that both were of high quality. Sounds like you enjoy cooking also, as we are going for the 2 x 60cm NEFs also Good luck on your choice Steveo * Are we there yet ? Demolition has come and gone ! yippeeee..hang on that was months ago !! come on Mr Builder, dig a hole at least Finaly ! Hole Dug ! well done darren 20/06/2010. Slab is down ! Framing is complete 20/10/2010 we are progressing like a snail on heat - excited and determined but very very slow Steveo Re: Neff oven 3Dec 07, 2011 5:24 pm We bought a Neff oven because they were supposed to be a premium product. Unfortunately, they suffer from some nagging problems and the Neff importer/distributor in Australia (Sampford & Staff Pty Ltd) is not much help. The ovens suffer from an apparent design fault. The oven light is covered by a glass screw-in cover that frequently is difficult or impossible to remove. It is tucked up in the far back corner of the oven; making it difficult to get at (removing the oven door helps slightly … but removing and replacing the door can be tricky, especially the first time you do it). The globe cover is slippery and difficult to grip. After struggling with the exercise several times, I contacted the dealer The dealer responded that other customers had the same problem, but they could offer no solution other than to call in an authorised service repairman (they did not suggest contacting Sampford & Staff). I called the service people and their sole suggestion for self-help was to try spraying oil toward the screw threads and maybe that might loosen things up, but failing that the only other alternative was an expensive service call (ultimately $145). They also said it was a frequent customer problem, but did not suggest calling Sampford & Staff nor did they suggest the existence of any mechanical solution. As I had already tried the oil and found that only made it more difficult to grip the glass cover, I booked a service call. The service man came out and also found it impossible to get the cover off by hand (even after removing the door), at which point he went back to his truck and returned with a special plastic tool provided by Neff for solving that exact problem. Quickly the cover was removed, the globe replaced, and my bank account was $145 lighter. The service repairman suggested that I contact the Neff importer/distributor (Sampford & Staff) to get one of the special tools. Throughout the process to this point no one suggested calling Sampford & Staff for any assistance, nor had they suggested that such a mechanical solution and tool existed, that is until after my bank account had been lightened. Sampford & Staff took a day to get back to me, but when they did the customer service rep knew instantly what tool I was seeking, and said they would be happy to send it out ... for another $35 including shipping ($18 for the tool itself). It was important to identify exactly which oven model I had so that the right tool could be supplied … so it was clearly apparent this was a problem that was not unique to the model I had, but to a number of other Neff ovens. At this point, I'm out $180 plus hours of stress and strain trying to remove the cover myself. I asked the Sampford & Staff customer care supervisor to waive the cost because there was an obvious design fault leading to a known and frequent customer use problem (for which they had developed a tool specifically to remedy), only to be told they do not view it as a design fault (go figure !). The customer service supervisor actually thought it appropriate to compare the problem to getting a flat tyre (something that is usually caused by an external event and not the result of something built into the design of the product, as in the case of Neff ovens). That sort of logic is at best faulty, or more likely is the studied result of having fielded similar complaints many times. Obviously, some might not concur with Neff and Sampford & Staff that the problem reflects the existence of a design fault. Some might view the existence of a special tool (the existence of which has not been publicised or notified to registered Neff oven owners) that is designed to solve a specific problem might also support the conclusion that it had been designed in response to a design fault. One might even go so far as to suggest that as customers frequently experience difficulty removing the glass oven globe cover, that the tool should be included as part of the package of materials received by owners when they purchase Neff ovens, especially when one considers they are buying what are supposed to be premium products. The upshot is we were planning to install two Neff ovens at another house we are renovating as we have otherwise found them reasonably satisfactory. However, the response of Sampford & Staff has convinced us not to do so. We will obviously not purchase any other product for which Sampford & Staff are the importer/distributor out of concern customer issues will be dealt with in a similar way. But for the courtesy of supplying a tool which costs $18 retail (the other $17 was for shipping ... itself an exceedingly high charge), and which probably costs Sampford & Staff a mere fraction of that, they will forego several thousand dollars of product sales. But, that is their approach to customer service and that is our response to that approach to customer service. There are suppliers out there that more readily evince care for their customers. Perhaps the Neff people back in Germany would approach things differently. Perhaps customers in Germany get the tool as part of their owner's package, but in Australia we do not. They can be very good ovens, and if you are happy spending $145 or so each time you replace the light globe (we had done that three times before the globe cover became impossible to remove), then by all means go with Neff and Sampford & Staff. If instead you want to only pay the cost of a new light globe and to replace it yourself for nothing, then you might want to consider another oven supplied by a distributor with a more customer focussed service approach in case problems arise. Re: Neff oven 4Dec 07, 2011 5:30 pm We bought a Neff oven because they were supposed to be a premium product. Unfortunately, they suffer from some nagging problems and the Neff importer/distributor in Australia (Sampford & Staff Pty Ltd) is not much help. The ovens suffer from an apparent design fault. The oven light is covered by a glass screw-in cover that frequently is difficult or impossible to remove. It is tucked up in the far back corner of the oven; making it difficult to get at (removing the oven door helps slightly … but removing and replacing the door can be tricky, especially the first time you do it). The globe cover is slippery and difficult to grip. After struggling with the exercise several times, I contacted the dealer The dealer responded that other customers had the same problem, but they could offer no solution other than to call in an authorised service repairman (they did not suggest contacting Sampford & Staff). I called the service people and their sole suggestion for self-help was to try spraying oil toward the screw threads and maybe that might loosen things up, but failing that the only other alternative was an expensive service call (ultimately $145). They also said it was a frequent customer problem, but did not suggest calling Sampford & Staff nor did they suggest the existence of any mechanical solution. As I had already tried the oil and found that only made it more difficult to grip the glass cover, I booked a service call. The service man came out and also found it impossible to get the cover off by hand (even after removing the door), at which point he went back to his truck and returned with a special plastic tool provided by Neff for solving that exact problem. Quickly the cover was removed, the globe replaced, and my bank account was $145 lighter. The service repairman suggested that I contact the Neff importer/distributor (Sampford & Staff) to get one of the special tools. Throughout the process to this point no one suggested calling Sampford & Staff for any assistance, nor had they suggested that such a mechanical solution and tool existed, that is until after my bank account had been lightened. Sampford & Staff took a day to get back to me, but when they did the customer service rep knew instantly what tool I was seeking, and said they would be happy to send it out ... for another $35 including shipping ($18 for the tool itself). It was important to identify exactly which oven model I had so that the right tool could be supplied … so it was clearly apparent this was a problem that was not unique to the model I had, but to a number of other Neff ovens. At this point, I'm out $180 plus hours of stress and strain trying to remove the cover myself. I asked the Sampford & Staff customer care supervisor to waive the cost because there was an obvious design fault leading to a known and frequent customer use problem (for which they had developed a tool specifically to remedy), only to be told they do not view it as a design fault (go figure !). The customer service supervisor actually thought it appropriate to compare the problem to getting a flat tyre (something that is usually caused by an external event and not the result of something built into the design of the product, as in the case of Neff ovens). That sort of logic is at best faulty, or more likely is the studied result of having fielded similar complaints many times. Obviously, some might not concur with Neff and Sampford & Staff that the problem reflects the existence of a design fault. Some might view the existence of a special tool (the existence of which has not been publicised or notified to registered Neff oven owners) that is designed to solve a specific problem might also support the conclusion that it had been designed in response to a design fault. One might even go so far as to suggest that as customers frequently experience difficulty removing the glass oven globe cover, that the tool should be included as part of the package of materials received by owners when they purchase Neff ovens, especially when one considers they are buying what are supposed to be premium products. The upshot is we were planning to install two Neff ovens at another house we are renovating as we have otherwise found them reasonably satisfactory. However, the response of Sampford & Staff has convinced us not to do so. We will obviously not purchase any other product for which Sampford & Staff are the importer/distributor out of concern customer issues will be dealt with in a similar way. But for the courtesy of supplying a tool which costs $18 retail (the other $17 was for shipping ... itself an exceedingly high charge), and which probably costs Sampford & Staff a mere fraction of that, they will forego several thousand dollars of product sales. But, that is their approach to customer service and that is our response to that approach to customer service. There are suppliers out there that more readily evince care for their customers. Perhaps the Neff people back in Germany would approach things differently. Perhaps customers in Germany get the tool as part of their owner's package, but in Australia we do not. They can be very good ovens, and if you are happy spending $145 or so each time you replace the light globe (we had done that three times before the globe cover became impossible to remove), then by all means go with Neff and Sampford & Staff. If instead you want to only pay the cost of a new light globe and to replace it yourself for nothing, then you might want to consider another oven supplied by a distributor with a more customer focussed service approach in case problems arise. Re: Neff oven 5Dec 07, 2011 9:02 pm Hi Becdoll, I have to say that I lived in England for 5 years and I never heard of Neff - although I must admit, I wasn't in the market for kitchen appliances at the time. I believe it is highly regarded in Europe - but none is more highly regarded than Miele. I have seen the Neff oven with the door that slides into a cavity allowing you full access to the oven cavity (without the door being in the way) - it's exceptionally cool and to my knowledge, no other manufacturer does this. My gut reaction would be that if you're thinking of getting that model, go for it. Otherwise, probably go with Miele as I've not heard a single bad word spoken against Miele ovens from my friends who have them. PERFECTLY even temperature throughout, so I've been told. Myself - I've gone with a Bosch pyrolytic due to budget constraints, and because I can't stand cleaning ovens... Hi Chippy, no there isn't, gave it a really good look through and literally opened everything and checked all edges as well. Hence the question, just hoping someone would… 2 2083 My daughter and son in law are about to start building, they are having a 600mm induction cook top and 900mm oven. It's personal preferance 5 10868 |