I have just had my washing machine replaced after 5 bloody weeks. A few weeks ago I sent this email. It was either that or start packing old lemonade bottles with lint and petrol....
My washing machine broke down on 27th January 2011. My husband made a call to the number given on our service agreement. He was given a call out date of 8th February 2011.
I naturally assumed this to be a mistake. My husband assured me this was the first possible date we could be seen but would be put on a cancellation list.
I am writing to you to give you the opportunity to explain how this 2 week wait for an engineer fits in with your assurance that 'Our dedicated team of specialists provide nationwide coverage together with a high-quality, efficient and speedy service'
Whilst I am not disputing the dedication or expertise of your team I cannot agree that a two week wait is either efficient or speedy.
We took out the cover plan for specific reasons. We have a large family with five children and most importantly one of our children is disabled. He has a severe skin condition which is exacerbated by dust mites. We therefore need to ensure his bedding and clothing is washed daily.
The lost of our machine has caused considerable inconvenience and whilst I realise the actual breakdown is not your fault, the lack of an efficient and speedy service certainly is.
In short, I am spectacularly unimpressed with your product.
What are you proposing to do about this?
I must go now. I just heard a rumbling noise and fear my youngest child has been buried in an avalanche of dirty washing. I really should go and dig him out before he the next pile is added and our chances of finding him become even slimmer.
I look forward to hearing from you in the very near future (although I would rather wait a few days than receive a standard reply that says nothing and means even less).
Yours sincerely,