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Please don't ever ever buy anything from..
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I'm very pleased that I read your posting because I have had EXACTLY the same experience over my dishwasher. It took nigh on 3 months to get it sorted - cancelled appointments, spare parts ordered/not ordered (deleted as desired by the call centre!), - it was rubbish. In addition, I had my third child during this time so I was not exactly at the right time to be dealing with all this. And guess what .... less than 3 months' later it's broken down again!!!
When I asked what the complaints procedure was, no-one knew. Customer service didn't know who their CEO was.
On top of all that, as they only have an 0870 number all the phone calls I had to make were also costing me a fortune. (Their number isn't listed on https://www.saynoto0870)0
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