Morphy Richards - Customer Service.

Grumps

You know how it goes. You're doing the weekly shopping at the supermarket and, on passing the electrical goods the missus says, "We could do with a new kettle."

So we bought one. A shiny jug style kettle with a separate base, and at a good price.

Obviously if you bought such an item separately, then you might be inclined to keep the receipt, or at least be able to demonstrate a Credit Card transaction for the purchase, but added to the weekly shop? Never even thought about it.

Then, about six months later, the kettle stops working. No use going back to the supermarket without proof of purchase, so I telehponed Customer Services at Morphy Richards and enquired as to whether they had experienced any 'quality issues' with this particular model.

A very helpful operator at the other end. Paul, I think he said his name was, took the model and serial number and, after checking, suggested that I try de-scaling the kettle, and that if it still then did not function, they would replace it.

I KNEW it didn't need de-scaling, but there's no point in arguing when a free replacement is in the offing so, over the weekend, kettle was duly de-scaled.

Still not working. So another phone call, this time circumventing their 0870 number, and spoke to another operator, who checked availability, and stated that they were unable to provide an exact replacement, but had a very similar model and would I be prepared to accept that. Yes please.:)

Seven days later it arrived.

Can't ask for better service than that.