Nightmare with Domestic and General

[Workinghardeveryday]

Please could someone possibly help?

I have appliance cover with them. My oven broke on Wednesday night. They cannot send an Engineer until the 21st Dec!!!

I have a health condition that means I can only really tolerate oven cooked food. I have explained this. They have told me someone will ring me back every time I have rung. No one has. I must have spent about 5/6 hours on the phone with them trying to sort.

Can anyone offer advice?

Thanks

How old is your oven? If it is less than two years old I would contact the retailer first. They have an obligation to help you under your statutory rights. Ignore anything they say about being out of warranty.

Thanks, no it’s 6 😕

I would call them and make a complaint. I think they'll take it more seriously then. Does the agreement/contract with them state when you should expect a repair to be carried out?

Does the cover set a timescale for them to send an engineer?

A friend complained to them about a repair not being carried out for a while and they wrote his appliance off and arranged a new one instead

We had similar a while back and in the small print it said we could source our own repairer and get the money back as long as they met certain criteria. It might be worth checking your agreement to see if there are any similar terms?

We had this. DH called D&G again to complain and they apparently have more than one repair contractor they use, so the call handler contacted them and they came out in 2 days. Keep trying until you get a helpful person!

Thank you, I will ring again tomorrow and demand to speak to a manager and tell them I will get my own engineer and they can pay for it. I did tell them that today and they were ringing me back.....

Just going round in circles